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

4,994 total complaints in the last 3 years.
1,486 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:09/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contact customer service to obtain a phone bill, was hung up on the first time, called back explaining that I need a copy of phone bill to send via email to a entity that was way for the phone bill was told by customer support to try the app or the website explain that they app or website was not allowing me to login even try to do the activation for new customer and was not able to log into my account then transferred me to a Supervisor and they did the same thing as the customer support team no avail, how you not able to provide a customer a copy of a phone bill when they are paying you monthly for a service their not able to receive totally unacceptable at any measure.
Business Response
Date: 10/16/2023
September 21, 2023

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

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

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

On September 21, 2023, we received your complaint, dated September 19, 2023, filed with the Better Business Bureau.

You stated that you have asked to be provided a phone bill for your Boost Mobile service, and you were told to use the Boost Mobile app or website. You said you were told that a customer copy was not available to you.

If you would like your payment history, you can log in to your account and go to the Dashboard. On the right, click the information icon next to your payment amount. A pop up will appear with your plan charges, any taxes and surcharges, and any credits applied to your bill.

If you can no longer access your account online and/or you need payment information in writing, you will need to acquire this data by obtaining a subpoena.

Sincerely,

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

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

*****************************
Customer Answer
Date: 10/16/2023

Complaint: 20624785

I am rejecting this response because:
As of today Im still not able to access my account, I went to visit a retail location they were unable and escalated to management the problem I was having the put a ticket in for me to have this issue resolved and still Im having the same problem.
Sincerely,

***************************
Business Response
Date: 10/26/2023
October 23, 2023

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

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

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

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

You stated that you are still not able to access your Boost Mobile account due to getting a login error message when trying to sign in with your phone number. You said that when you went to visit a retail location, they were unable to assists you and a ticket was created for your issue.

My attempt to reach you by phone today was unsuccessful, but I left a voice message. In this message, I indicated that the login error might be due to not having an email on file, so once one is added, another attempt would then need to be made to login and resolve this issue.

Sincerely,

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

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

*****************************
Initial Complaint
Date:09/19/2023
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 Nov 7, 2022 I called Boost Mobile customer service line asking for porting out a mobile service line ***********). ******** service agent said that I was not able to port out before I paid the auto renewal amount $26.2 for the next service cycle, since it's a pre-paid service. I argued that I would not stay with Boost Mobile for the Nov 7 - Dec 7 cycle. Then the agent offered to help me refund the pre-paid service fee after the port out process. But it was never refunded to my bank.Earlier this year I called Boost Mobile to check in on the refund status. ******** service agent said she would pass the request to the correspondent office/dept and helped me cut a ticket (# *******) and claimed that I would receive a response after they came with a solution. Recently I called the customer service line one more time checking on the result and was told that the business declined the refund request because the fund had already been settled. I asked for escalation but got refused. The business charged me service fee for services that the business didn't offer, also the customer service agent made false promises and was not able to provide a proper solution. Thus I insisted on requesting a refund to the original billing method.
Business Response
Date: 10/16/2023
September 21, 2023

***********
1 ********., Apt. 1809
***********, ** 07310

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

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

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

You stated that you began to port out your service line on November 7, 2022, and were asked to pay an automatic renewal amount of $26.20 for your prepaid account. You mentioned that due to not staying with Boost Mobile from November 7, 2023, through December 7, 2023, this payment was not be valid. You requested a refund of $26.20 for overpayment.

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.

We respectfully decline your request for a refund.

Sincerely,

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

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

*****************************
Customer Answer
Date: 10/17/2023

Complaint: 20624355

I am rejecting this response because: Before I made the payment for the next billing cycle that I will port out from Boost Mobile, customer service representative from ******************** promised that she would process the refund right after the port-out is completed. That promise from Boost Mobile led me to make the payment of $26.20. Boost Mobile can check their recorded call records to verify this information.
Sincerely,

***********
Initial Complaint
Date:09/18/2023
Type:Order 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 am on a pay as you go contract with Boost mobile for my current phone. The contract was for an extra $30 a month for 18 months and the phone was to be paid off. The contract started in February of 2022. This would have made the last payment August. I paid an additional $30 for September and it is currently still showing my bill with the extra $30 dollars on it. If I pay it, this would make it the second month I have overpaid. If I don't pay the bill amount as shown, my service will be shut off. The phone is still locked by Boost since it is under contract and I am not able to leave if I wanted too. I first called late August. Then again this month. I have contacted them multiple times by phone and by chat communication. I was given a case number and told my issue would be escalated. I have request copies of the contract, which they have denied me every time and any way I requested. I have been told that it will come off at the beginning of the month. This is not the case as my service will be shut off if the bill is not paid on the first. I feel like a hostage and I do not want to continue to pay an extra $30 a month for something that is paid off already. I keep being told the same thing by every person and I have contacted them at least 7 times on the isssue. The 48 hour timeline has passed several times now. Still no change on the account or a call from a customer service rep. **** number I was given is *******.
Business Response
Date: 10/16/2023
September 20, 2023

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

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

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

On September 20, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone under an installment plan beginning in February 2022 that was to run through August 2023. However,you stated that Boost Mobile continued to bill you for this installment plan in September 2023, when the device had already been paid in full. You requested that we remove this installment plan from your account and provide a credit for your installment payment made for September 2023.

A review of your account shows that this installment billing has been removed from your account. As a courtesy, I have applied a $30.00 one-time credit to your account for your installment payment made on September 2, 2023. Please allow ******************************************* your Boost Mobile account balance.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/16/2023

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:09/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Until recently, I had been a satisfied years-long customer of the cell phone service provider Republic Wireless. They sent me an email on January 7, 2023 saying my payment of $241.10 for a years worth of service was successfully processed. On August 1, 2023, Republic sent another email that stated, Your ************************* is transitioning to Boost Infinite. Along with a personal log-in code and instructions on how to get a Boost *** card for my cell phone, it said the transition would take place by August 31, 2023. I logged into the Boost system, set up an account, and when I received the *** card, I installed it in my phone. Immediately, there were problems sending and receiving texts and emails with attachments. Over the next week I began a series of extended phone calls with Boost technical support, trying one thing and then another to get their system to work with my phone. After hours of frustrating conversations, I finally told the latest tech rep to cancel my Boost account, and I signed with another carrier. In the meantime, Republic had transitioned my account and its remaining balance to Boost Infinite, a sum of $81.09. When I canceled my Boost account, I asked them to refund that money. They refused and said it was Republics responsibility. On September 6, 2023, I called Republic and a tech support person there called Boost while I was on the line. The two reps spoke, and, after another call to Boost on September 13, 2023, a Boost rep eventually agreed that Boost needed to refund my $81.09 and said it would be issued to my credit card. She said my ticket number is 2320295.Today, September 18, 2023, I called Boost once again to ask when my refund would show up. After another long hold, the rep I spoke with told me that they werent going to refund my money. She wouldnt budge on that and said, essentially, that I was out of luck.
Business Response
Date: 09/25/2023
September 19, 2023

***************************
1621 **********.
*********, ** 49006

Re:          BBB Complaint #********
                ************ -2023-09-37898

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

On September 19, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You stated that on January 7, 2023, you paid for a year of service with Republic Wireless for $241.10. On August 1,2023, you received an email indicating Republic was transitioning to Boost Infinite and detailed steps that needed to be completed. You completed the requested steps, but you were unable to get the Boost Infinite service to work.You indicated that you switched providers and are owed a refund of $81.09. You said that you continue to get passed between Republic and Infinite on who is responsible for issuing said refund.

On September 19, 2023, a refund of $81.09 was submitted.

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

                *********************;
Customer Answer
Date: 09/26/2023

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:09/18/2023
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 September 13th I paid Boost Mobile for my phone bill, yet they cut my service off. I repaid for the phone bill because they said they didnt get my original payment. It is now Monday September 18th and I still have no service.
Business Response
Date: 10/16/2023
September 28, 2023

*****************************
***********************
Lorian, OH 44052

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

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

On September 20, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You said that on September 13, 2023, you paid your Boost Mobile bill but your service was still disconnected and despite making an additional payment, your account remained interrupted.

Our records indicate a mix-match occurred where your Boost Mobile account was reflecting interrupted; however, the back end of our system reflected that the service remained active the entire time.

In the voicemail I received from you on September 27, 2023,you indicated that your SIM card needed to be replaced, as your phone was not recognizing it. A replacement SIM card was requested.

Your account reflects that the additional payment of $40.00 was refunded to you on September 21, 2023. You have also received a total of $40.00 in account credits.

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

                *********************
Initial Complaint
Date:09/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
11/17/22: Purchased a *** card/Boost plan online for $25.00 to bring my own phone and switch service from Total Wireless (now Total ************ Actually got two cards/plans- one for myself and one for my partner- his phone transferred seamlessly and has been on Boost Mobile since then; mine did not.I was told by Boost that the account number was incorrect after it failed-- but the account number, IMEI number, NTP, phone compatibility, etc. etc. were all reaffirmed to be correct by TW-- both in some additional hours over the phone with Boost and in a Boost mobile store.Called back multiple times over the last few months, spending hours at a time with Boost mobile customer service attempting to either re-initiate the transfer, or now, get refunded the $25.00 that I have not used. I have since been told that (a) my online Boost account (that was made last year expecting the transfer to go through) is active, says that I already have an account and a plan-- even though I have no working Boost service- and that it *cannot be deleted* to start over, and (b) that I could not be issued a refund because "Boost's computer system was in the process of updating", the twice I have asked.I reattempted transferring service again, yesterday (9/17/23), with a new agent making me do the exact same process and again, it did not work.I called back, again, today (9/18/23) and finally got someone to ask a higher-up level what happened:Apparently my port was canceled, and the *** card I have can no longer be used- I must get a new one. But!....my online account-- which says I have service/plan with Boost!-- will not allow me to purchase another ***/plan as a new customer!I have spent hours upon hours of my time and multiple days on this.I NEED: (a) a refund of the original $25.00 *** card/plan, and (b) some higher-up IT to reset/delete my online "error" account that goes nowhere, that prevents me from even attempting to start a new transfer with a new *** card/plan.
Business Response
Date: 10/16/2023
September 27, 2023

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

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

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

On September 20, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You said that on November 17, 2022, you purchased a *** card and services from Boost Mobile, but you have been unable to port in your number and activate it. You were informed your account cannot be deleted (in order to start over). You attempted to port in again, but you were advised that, as the port request was canceled, a new *** card would need to be sent. You requested a refund of the *** card you originally purchased, a replacement *** card and compensation for your time.

Our records indicate that you were sent the original *** card at no cost: the charge was for the services. A replacement *** card has been requested. This will also be sent to you at no cost.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Therefore, we respectfully decline your request for a refund; however, a credit of $25.00 has been added to your account as compensation.

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: 10/18/2023

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:09/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
* Date of transaction - 9/13/2023 * Amount paid to the business - $965.00 * What the business committed to provide you - A brand new Apple iPhone 13 Pro, 128GB * Nature of dispute - The seller handed me a phone that was out-of-box and already turned on. The phone also had crumbs and dust in the ear piece as well as around the edges of the phone (definitely not brand new). There was no box, no lightning cable or documentation that usually comes with a brand new phone. His statement is that is how he purchased it from another wholesaler in the area (**************************************************************************). The main point is according to Boost Mobile website (picture provided) and Boost Mobile customer service (spoken to as well) a brand new phone comes in a box with the phone (not turned on), lightning cable, and documentation. This seller did not provide what is required when selling a brand new device. His retort is that it is a brand new phone out of box. He also states that all his phones doesn't come with the accessories or proper documentation, just the phone. Before purchasing the phone I asked him if it was brand new, and he stated yes. I also spoke with Boost **************** just to make sure a brand new phone comes with everything listed on the website, and they said yes. So, this seller is obviously not following the guidelines or proper procedures that Boost Mobile has set in place. I did however had trouble getting him back on the phone and him not answering the business store when I came back to get a refund. The police (Case# ********) were called to the scene, so I can at least get back in the store to get a refund ($940). I was also charged a restocking fee ($25) for a phone that shouldn't have been sold in the first place. I enclosed the sale receipt as well as the refund receipt in the upload. The only resolution I want is all my money back and them reported for doing business properly. So, I want my $25 back for the so called restocking fee.
Business Response
Date: 10/18/2023
October 17, 2023

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

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

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

On September 25, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You said you purchased a new iPhone 13 from a Boost Mobile retail store and received a used device out of the box. You stated that you were able to obtain a refund for the purchase price minus a $25.00 restocking fee, but you want a full refund of the purchase price.

When we spoke on October 17, 2023, I explained that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. I will pass along your complaint to our retail escalation team for review.

You said you also had an issue with an online order with Boost Mobile not being fulfilled, but the payment was taken and you had to fight with PayPal to get the payment returned.

A review of your Boost Mobile account indicates a $962.99 payment was received on August 9, 2023, and is still reflecting on your account. Your monthly reoccurring charge for September and October 2023 was taken from the credit balance.

I will confirm with our Refunds Team if the refund was issued to PayPal to get the payment cleared from your account. I applied a one-time $50.00 credit to cover the charge taken for your September 2023 and October 2023 bill, and a one-time $25.00 credit to make up for the restocking fee you paid on your device return.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 10/18/2023

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,

Asia ********
Initial Complaint
Date:09/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've recently left the ** with my family I've been trying to access my Boost Mobile account online but was unable to do so Apparently, my boost mobile had an autopay set up to it In addition to the above two pieces of information, Boost Mobile does not supply any heads-up that my account will be charged within the next several days What happened, is that I've received an email today that I was charged 46.43$ for the next billing cycle I've called Boost Mobile the same day (today) to do the following -1. Cancel my account 2. Cancel this autopay (which ideally is redundant, as I'm cancelling my account)3. Ask for a refund for 46.43$ as I will not be using my account and have not been using it for almost 2 months now The representative told me that they cannot refund the account because the money moved to a different department or something like that As Boost mobile website is not operational (or not operational outside the US), as they set up auto-pay on your account without fully disclosing it or reminding you of it or that you will be charged for the next billing cycle in advance - they're basically setting the ground to charge you for that extra money with the minimal possible information and while limiting the consumer to act upon it on time They're not even decent enough to refund you the money when you call the SAME day that your account was charged for that amount (even though they can easily validate your line is inactive)
Business Response
Date: 10/16/2023
October 13, 2023

**********************
**********************************. 4J
*******, ** 07030

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

Dear Mr. ******************** September 20, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You stated that you have recently left the country and you are unable to access your Boost Mobile service. You requested that you be removed from autopay and that your line be disconnected. You indicated that you had a payment of $46.43 automatically withdrawn from your account and requested this be refunded.

Our records show you are no longer on autopay. As a courtesy, I submitted a refund of $46.43, which will go back to the card ending in ****. The line will automatically be disconnected if payment is not received for service on the due date and after 90 days of nonpayment, you may lose your phone number.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
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.
Please notify the business that I have already requested to cancel the line, so I was somewhat surprised by the comment about any future delay in payment

Sincerely,

******************
Initial Complaint
Date:09/18/2023
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.
9/on 09/05/2023 my daughter phone was turned off. Her bill is due on the 5th on the month so she shoud have had till 11:59p.m. to pay it. But they turned it off in the middle of the day. So when she ask me if i could help i told her i only had ***** on my card. Because i am on disability so my money is important to me. After speaking with the rep she told me if i pay that amount then they will turn it back on . After giving her my last little biit of money that did not happen. I was then told by a supervisor that he was going to write a ticket to return my money to my card and it will take **** business days. After speaking with them on 09/16 my money is still not there. when i talked to the supervisor she told me that the money will be credited to my account . i tried to tell here i dont have an account with them, i dont even have phone service with them. She was very unprofessional and disrespectful through the whole conversation I told her i was going to file a compaint and thiat is exactlly what i am doing i have contacted my debit card company and they are investigating the issue. i was told what i wanted to hear and nothing happen. This is very unprofessional to be dealing with the public like this . something really need to be done because it not about the amount of money but it is the prinicipal of the issue.
Business Response
Date: 10/17/2023
October 3, 2023

*****************************
******************************
***********, ** 66104

Re:BBB Complaint #********
796494917892 - *************

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

On September 25, 2023, we received your complaint, dated September 18, 2023, filed with the Better Business Bureau.

You said that on September 5, 2023, your daughters phone was interrupted, although she should have had until midnight to make the payment. You stated that you contacted customer service and made a $14.00 payment, as you were told this would restore the account, but it did not. You mentioned you spoke with a supervisor who advised you that they would write up a ticket to request the refund. You said you have yet to receive your refund.

During our phone conversation on October 3, 2023, I advised you that the bill is due on the 5th, not the 5th at midnight. I explained that if a payment is not made prior to the due date, the service will be interrupted, as Boost Mobile is a prepaid service. You stated that you were unsatisfied with the customer service you received during the phone calls, for which I apologized and advised you that if feedback were needed to be given, we would handle it internally. I explained that the ticket submitted for the refund was denied. I also informed you that if your daughter makes the $14.00 payment for service she used, we could issue you the refund of $14.00 back to your card. As you declined this option, I advised you that we would not be able to issue the refund.

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

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

Customer Answer
Date: 10/18/2023

Complaint: 20619010

I am rejecting this response because:

i had to go back to my debit card company to get my money back. The company just kept saying that they will credit my account and i am steady telling her i dont have an account with them and never had one. They should have told me that they would do one thing and do something else. I am on a fix income so just to take my money and then not to keep their word is very poor customer service. I have never seen a company that does not give you to the end of the business day on that date to pay a bill.

Sincerely,

*************************
Initial Complaint
Date:09/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/18/23 I logged into my Boost Mobile account and was offered a device upgrade. I selected the upgrade option and chose a phone that was priced $149 (moto edge+ 2022). I paid for the phone and the website brought my total to $161. When I received the receipt in email I was schocked to see that I was charged $806.43 for the phone. I immediately contacted customer service through the website chat, and they told me the promotion was no longer valid, even though the product was advertised and even priced at checkout at the lower price. I was informed I could not receive a refund, but would need to wait to receive the phone, and could then return it, which would take weeks to issue the refund. I called to speak with customer service by phone but was met with the same response. It had only been minutes since I ordered the $149 phone, but would be weeks before getting my $800 back. I'm shocked at this service, false advertising, and money grab. I will be leaving the company once the refund is issued. Thanks, *****
Business Response
Date: 10/16/2023
September 28, 2023

***********************
**************************************.
***********, ** 55422

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

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

On September 19, 2023, we received your complaint, dated September 15, 2023, filed with the Better Business Bureau.

You stated that you purchased a device on the website, but you found out the purchase price had changed from $161.00 to $806.43 after you completed the transaction. You contacted customer care and you were told to return the device for a refund, but that there would be a long wait for it to be processed.

My attempt to contact you by phone at ************** on September 28, 2023,was unsuccessful, but I left you a voicemail. I also sent an email to you at *********************** with a request to contact me.

If you can provide the tracking number for the return shipment by email at *********************** I will attempt to expedite the refund process.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and do not require further action from the BBB.

Sincerely,

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

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Boost Mobile is NOT a BBB Accredited Business.