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

4,993 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:09/18/2023
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.
I purchased a phone and square plastic object to plug my phone in, and service at Boost Mobile on September 13, 2023 from the sales person ********. I was on the phone with 611 because I could not receive verification codes in text to set up apps from the bank, ******** Amazon and many others. After 3 phone calls of a total of 4 hours on the phone with tech support, I still could not receive verification codes. I went into the store because tech support told me the phone wasn't activated correctly. ******** was there again and he called his boss and called tech support. Still, no results of a verification code. Today, I went back to the store after having trouble still and the door was locked. When I returned home, I called Boost Mobile and a woman answered. I told her I was there at 11:00 and the sign says it's open at 10:00. She said there was a mix up with scheduling and arrived at 11:30. I told her the situation and that I wanted a total refund. She said activation fees and accessories and could only refund $30 of my money. I want a total refund of what I paid.
Business Response
Date: 10/17/2023
October 3, 2023

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

Re:BBB Complaint #********
790582786202 - *************

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

You stated that you purchased a phone and experienced issues with receiving verification texts. You expressed concern with the customer service you received, as you stated your issue was not resolved and you did not receive a full refund for your device. You requested the full refund.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention so that we may address it with the appropriate personnel.

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. Please reach out to the store you referenced regarding any further refund requests.

Sincerely,

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

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

*****************************
Initial Complaint
Date:09/18/2023
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.
My father's phone has been deactivated for almost a month even though his bill is always paid on time, and he even adds extra money in case he needs to make an international call. No one can give a real explanation besides claiming there was weird phone number activity on the phone (suggesting that the phone could have been hijacked or criminal activity) with a promise that the phone would be activated in 7 days. But this has yet to occur. The phone number is being held, so my father could not go to another company with the phone number that his business associates know. Please free up this phone number. We went into a store yesterday, and your staff needs clarification with the response received from customer service. The store staff tried to stand up for my dad, but no help besides contacting this email address was given. He never received the internatal plan also that he is currently paying for and made complaints about for the last 3 months. Another client on the BBB is having a similar problem Please read their post:On 7/21/23 boost Mobile randomly and abruptly cut off service to my phone ***********). I am a healthcare provider and was on call that evening and there was nothing I could do. I called Boost Mobile **************** and all they were able to tell me was that I was suspended indefinitely from using their services for violating their terms and conditions for placing high cost calls. I have never placed any high-cost calls and asked if they could provide me with details, which they could not they just said I'm sorry you can never have a line with us here again(after being with them for 12 years consecutively and never having issues).
Business Response
Date: 10/13/2023
October 11, 2023

************************
*********************************************
Mullica Hill, ** 08062

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

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

You said your account was suspended due to weird activity and Boost Mobile was unable to restore the account or explain why it was suspended. You stated that the phone number is being held and you are unable to move it to a new provider.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.

For any additional concerns regarding this issue, please email ***********************************.

Both phone numbers linked to your Boost Mobile account indicate they were successfully ported out to another service provider.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 10/15/2023

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 August 13th 2023, I transferred my service to straight talk. It took almost 2 days of going back and forth with boost and straight talk to get boost to release my number. My services started with straight talk on Aug. 15th. My phone was on auto service with boost mobile so they took my monthly fee out. When I contacted boost, I requested a refund and was told they would put the request in to get that refunded back. They did not refund my money instead they recharged my credit card again. So I have a charge for $40 and $41.89. I have contacted boost numerous times since then and they say they open request but I have not yet received a refund. Each time I get told to wait 2 business days before contacting them. I want my money back.
Business Response
Date: 10/13/2023
September 29, 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 you transferred your service to Straight Talk Wireless on August 15, 2023, but an automatic payment was taken on August 16, 2023. When you requested a refund, you said that you were charged again. You requested a refund.

Our records show the payment on August 16, 2023, was made online and not through AutoPay. Additionally, our records show no multiple charges that month.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Therefore, your refund request has been denied.

Sincerely,

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

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

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

Customer Answer
Date: 10/13/2023

Complaint: 20618834

I am rejecting this response because: As the picture shows, I was charged the same day once for $41 and once for $40.89. Those payments did not go on the service nor did I use the service after it was transferred. Yes I am *********** a refund because your company charged me! IT CLEARLY SHOWS ON THE PICTURE!!

Sincerely,

*****************************
Initial Complaint
Date:09/16/2023
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.
On September 9th, I switched from another carrier to Boost Mobile because I saw they had the $15 for 5 GB plan for new customers. I had to go to the Boost Mobile store to buy a new SIM card since I was transferring over, and while there I said I wanted the $15 for 5 GB plan and the store said they could activate it for me. However, they signed me up for the $15 for 2 GB plan. I called Boost Mobile's customer service to fix this issue and swap me from 2 GB to 5 GB. The first time, Boost Mobile customer care said I had to go to the store to fix it, saying that over the phone they could only upgrade if I paid more money per month. Then I called the store and they said I had to call customer service, since the $15 for 5 GB was only online - which I had not been told when I first went to the store, and paid under the assumption I was getting 5 GB. So I called customer service again and explained the situation, was on the phone for upwards of 30 minutes with the representative who did not have the authority to fix my plan but kept telling me that I needed to do the plan online. I then asked to be put with a supervisor, was on hold for 15 minutes or so and then was hung up on before I could speak with the supervisor. I called again, explained again, and asked to be put with the supervisor. The supervisor who went by 'B' give us the same lackluster answers as the other representatives, saying I had to go to the store to fix my plan again. When I restated that the store could not fix it, the supervisor said that changing my plan from 2 GB to 5 GB was out of his scope. I know this is not true because in the past Boost Mobile has had deals where you can upgrade your GB data to a higher amount without changing the amount of money that you pay per month. I am very frustrated because I feel misled by the in-store workers and dismissed by the customer care representatives.
Business Response
Date: 10/13/2023
October 6, 2023

***********************
1943 *******.
Brooklyn, ** 11204

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

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

On September 19, 2023, we received your complaint, dated September 16, 2023, filed with the Better Business Bureau.

You said that you requested the $15.00 5 GB plan, but received the $15.00 2 GB plan.

Please note that the plan you requested was not offered through stores, so when you requested the $15.00 plan, they provided you with the plan available to them to add.

I contacted the appropriate department regarding this issue,and your plan will be updated to the 5 GB one with your next billing cycle.

We sincerely regret any confusion this issue may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/16/2023
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.
Boost Infinite is refusing to close a fraudulent account opened up in my name and using my information. I just want the account closed. They refuse to let me speak to a manager because I dont have the required information. Its a fraud account!
Business Response
Date: 09/21/2023
September 19, 2023

Ms. ***************************
******, ** 19713

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

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

On September 18, 2023, we received your complaint,dated September 16, 2023, filed with the Better Business Bureau.

You stated that Boost Infinite is refusing to close a fraudulent account that was opened in your name. You said you are refusing to provide your name, SSN, proof of address, or driver license to prove that the account is fraudulent. You requested the account be closed.

Our records indicate that in order to validate our ID theft claim, you will need to comply with what is being requested on ***************************. If you do not wish to comply, the account will remain as is with the balance being owed. As it stands, the account currently has a balance of $2,399.98.

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: 09/21/2023

Complaint: 20615421

I am rejecting this response because:
This company has already been cyber attacked and as a victim of identity theft, will not want to put all my information out there for someone else to steal! Ive had interactions with other companies due to this identity theft and not one company has demanded I put such personal information online. The company did not exercise due diligence when opening this account and in no way tried to verify that the account was valid. The phone number on the account was not contacted, and my home number was what was used. They then, continued to allow this account to remain open even after being told it was fraudulent. We have been dealing with this since June, and were just recently told by DISH that you had a fraud department. Months of getting the run around from you. You should never demand such personal information from a identity theft victim. You sound very angry at me, a victim of identity theft. We tried to resolve this with you for months before involving anyone else, never being told until recently that you require such personal information be put online, and being told that you had no fraud department. You refused to allow us to speak to a manager because we did have a PIN number or phone lines which we do not know because this is an identity theft account!
Sincerely,

***************************
Initial Complaint
Date:09/16/2023
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.
I called Boost Mobile customer service line 09/19/2023 @ 9:20 pm EST in reference to cancel my service (phone number ************) effectively immediately and I would like a prorated refund. I was told by a representative that she would have to cancel my service effective Oct 14th my next billing cycle. Advised that I need it cancelled immediately and would no longer need the service. I asked to speak with her supervisor to try to resolve the issue. Spoke with supervisor ****** employee ID *******. Who wasnt helpful in trying to resolve the situation. She shared with me that you all like to go against your customer request to cancel the service because a lot of thier customer change their mind. I am not a lot of customers and I dont care about prior situations. She also gave me a lot of pushback when I ask for one of the headquarters location to file my BBB complaint. I expect my service to be canceled immediately and a prorated difference after having phone service on a different line with Boost mobile for over 15 years. Because the experience I received today to cancel my kids service I will also be ending my 15 year relationship with boost mobile and moving my service. I need that line that includes a second line cancelled immediately and refund.
Business Response
Date: 10/13/2023
October 10, 2023

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

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

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

On September 19, 2023, we received your complaint, dated September 16, 2023, filed with the Better Business Bureau.

You stated that on September 16, 2023, you contacted Boost Mobile to cancel service on line ************** and requested a partial refund.You said Boost Mobile would not cancel the line until the end of the billing cycle and would not provide a refund.

A review of your Boost Mobile account indicates it is not on automatic payments and the last day of service for line ************** is October 13, 2023.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:09/15/2023
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 pay for a phone for my grandchild. She is a minor. Her phone was randomly turned off by boost mobile and nobody can tell me why. I have submitted numerous tickets on this issue. I am also unable to get a refund or credit for this. Boost mobile took my money and also her service on phone number **********. I am posting screenshots of the money I have paid.
Business Response
Date: 10/13/2023
September 26, 2023

Ms. ********************
**************************
**********, ** 26301

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 your service was disconnected without your knowledge. You requested a refund.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however, I made an exception and authorized the refund of $34.00. Please allow seven to ten business days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/13/2023

Complaint: 20612340

I am rejecting this response because: If you look at the screenshots you'll see that I was also charged in September. September 5th to be exact. I was charged through autopay. I received the $34 for the August refund. Now I just want the $50 refund from September to settle this.

Sincerely,

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

Ms. ********************
**************************
**********, ** 26301

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 received the $34.00 refund from the August 2023 payment, but you are also requesting a $50.00 refund for the September payment.

Our records show that the last payment made on the account was processed on August 31, 2023, which covered service through September 30,2023. The account was disconnected on September 9, 2023. The $34.00 refund provided was prorated based on the number of days remaining in the billing period after the account was closed. There were no payments made in September.

No additional refund is warranted for this issue.

Sincerely,

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

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

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

Complaint: 20612340

I am rejecting this response because:
I am sending another screenshot. I paid $50 on September 5, 2023. This is what I am requesting a refund for. It is not my fault that you lost the transaction and took away the number because of that. I'm not asking a lot. I'm only asking for the refund of what I paid and what you lost.

Sincerely,

********************
Customer Answer
Date: 11/01/2023
They still owe me $50. I proved it with screenshots. Why are you dropping it?
Customer Answer
Date: 11/01/2023
The $34 is the one for August. It's a prepaid phone. They did refund that. The one in dispute now is the September payment. They're saying that I didn't make one in September. They shut the phone off and took away the number and said I didn't pay in September.
Initial Complaint
Date:09/15/2023
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 from Boost Infinite. When I received the package, only a SIM card was inside. No phone. I have reached out to them numerous times and every time they say they are verifying where the package got delivered even though that is not the issue. I told them the package was delivered but the phone was never in the box. The box was not damaged or tampered with, Boost just never put it in there. I dont know why they cant track the serial number of the phone and find out where it is. I want a refund for the taxes I paid and no further payments taken for the phone I never received.
Business Response
Date: 09/19/2023
September 19, 2023

***************************************
107 ************** St.
****, ** 62294

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

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

On September 18, 2023, we received your complaint,dated September 15, 2023, filed with the Better Business Bureau.

You stated that you ordered an iPhone from Boost Infinite,but when you received the package it only included the *** card. There was no phone. You contacted customer care and continue to be told the tracking shows it was delivered. You requested a refund.

Our records indicate a package that included an iPhone 14 and *** card activation kit was delivered to you on September 13, 2023, with tracking number 1Z0R954E3500894326. Please note that a *** Card activation kit only weighs approximately?0.739 ounces and *** marked the package as weighing **** pounds.

If you claim that the phone was missing out of the package, you would need to contact *** to file a claim. Please note that the **** associated with the order has been marked as lost/stolen, and will not be able to be used on any carrier.

We respectfully decline your request for a refund.

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.

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

                *********************;
Customer Answer
Date: 09/19/2023

Complaint: 20612271

I am rejecting this response because: *** said they cannot do anything to a package with no damage. The phone was never put in it. Search your warehouse or something. I am not paying for something I didnt get. I will take this to court if I have to. You are stealing and keeping the phone in your warehouse! All I got was a SIM card and tons of bubble wrap. Ive also read online that this is common with boost infinite not sending out financed phones

Sincerely,

***********************************
Customer Answer
Date: 09/20/2023
Here is more information about this situation:
1. I was already approved to return this device, so I would have no reason to go through all this to get my money back. They had to submit the return request twice because even they didn't know the **** number even though it was supposedly shipped already.
2. When I contacted Boost Infinite about the missing phone, the first person told me it had not shipped yet. The second person told me that it did ship in a separate box from the **** but with the same tracking # (which is not possible). The third person told me it was in the box with the **** So, Boost has no idea if the phone was actually sent.
3. You can see that our account has not been activated. We have only received the *** for the 2nd line we ordered. We have absolutely no way to activate the 1st line due to not receiving the phone or anything to activate it with. We have no active line with Boost.
4. The weight on the label means nothing. The labels are printed by Boost. They do not take each package to *** to have them weighed.
5. I filed a claim with ***, but since there is no damage to the package since the phone was NEVER put in there, I doubt they will do anything and I am happy to let them know you are trying to scam them as well.
6. Look into the **** of the phone, I am sure you will find it somewhere at Boost. I can't even tell you what it is since I never received it.
Business Response
Date: 10/03/2023
October 3, 2023

***************************************
107 *************************.
****, ** 62294

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

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

On October 3, 2023, we received your rebuttal, dated October 2, 2023, filed with the Better Business Bureau.

You stated that you are rejecting our response, as you continue to claim you never received the phone and that Boost Infinite is unaware of the **** of the phone. You also mentioned you have already filed a claim with ****

Our records continue to indicate the iPhone 14 was included in the package and delivered to you via tracking number 1Z0R954E3500894326. The **** attached to this iPhone 14 has been reported as lost/stolen. If we were unaware of the ****, we would not have been able to accomplish this.

While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 10/05/2023

Complaint: 20612271

I am rejecting this response because: as stated multiple times, I did not receive the phone. As YOU have stated you reported it lost/stolen. I want my money back. I was forced by YOU to file a false claim with **** I will be getting a lawyer now.

Sincerely,

***********************************
Customer Answer
Date: 10/09/2023
I was charged today the monthly payment for the phone after I was assured I would NOT be charged due to the phone not being activated since I never received it. Now I am owed two refunds by boost. The original taxes and this payment. Remove my information from your system because I am not paying for something that was never sent to me.
Customer Answer
Date: 10/09/2023
I was charged today the monthly payment for the phone after I was assured I would NOT be charged due to the phone not being activated since I never received it. Now I am owed two refunds by boost. The original taxes and this payment. Remove my information from your system because I am not paying for something that was never sent to me.
Business Response
Date: 10/19/2023
October 19, 2023

***************************************
107 *************************.
****, ** 62294

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

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

On October 19, 2023, we received your second rebuttal,dated October 18, 2023, filed with the Better Business Bureau.

You rejected our response once again because you were charged the monthly payment for your phone. You said you are now owed two refunds and you indicated that you are not paying for anything else. You requested your information be removed from the system.

Please note that you will continue to be charged for the device as you agreed to a monthly finance charge, and our records indicate the phone was delivered to you via *** tracking #1Z0R954E3500894326. We are also unable to remove your information until the loan agreement has been fulfilled.

As we have advised you on numerous occasions, because the package containing the phone and SIM card is showing delivered, you would need to contact *** to file a claim.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/20/2023

Complaint: 20612271

I am rejecting this response because:and as I told you there was no phone in the box! Not only that, but I filed the *** claim and boost isnt doing anything about it.

additionally, as provided, YOUR customer service told me I would not be charged.

i filed a claim with FCC too. How about someone at Boost does their job and find the phone that was never sent?! Repeatedly saying the tracking number shows delivered doesnt solve anything. THERE. WAS. NO. PHONE. Check your cameras. Search your warehouse. I did not get this phone.

i will be taking this to court then since Boost is actively stealing from me and doing zero to help. BOOST messed up and needs to fix this. Stop being lazy and find the phone.

Sincerely,

***********************************
Initial Complaint
Date:09/15/2023
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.
Boost mobile charged me for 6 days of service I didnt receive and refused to do anything about it citing thats how the system works! Im on social security and can not afford to be without a phone or to pay for services that I did not receive.
Business Response
Date: 10/13/2023
September 19, 2023

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

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 were charged for six days of service that you did not receive. You requested a billing adjustment.

Please be advised that when making your purchase, it is disclosed that your SIM card will be automatically activated once the order has been processed. Boost Mobile maintains that no compensation is warranted.

Nevertheless, as a courtesy, I have applied a one-time credit of $8.13 for the six days you were without service. Please allow ******************************************* your Boost Mobile account balance.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/15/2023
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.
Complaint taken over phone by H363137**3238313831H representative BA.On 9/9/2023 consumer called to switch her payment plan from $35 to $25. She spoke with **** who made the switch. She also paid her bill for $25 using the automated system.On 9/10, while in the middle of a conversation, her service was turned off. She called and was told that she owed 13 cents and that was why her service was turned off. She paid the 13 cents to have her service restored. She asked why no one told her 13 cents was added on to the $25 and was told she should have been informed that this is a monthly fee. She never had a monthly fee when she was paying $35. She was told there are no taxes for the $35 plan but there are taxes for the $25 plan. She also asked why her grand daughter, who has the $25 plan and recently switched from the $35 plan, doesn&#**;t pay the 13 cents and was told that is because the consumer is under the old Boost plan. She called on 9/15 and asked to speak to a manager or supervisor and was told none was available. She asked for the corporate number and was told there was none.
Business Response
Date: 10/16/2023
October 4, 2023

Ms. ***************************
********************************** 501
******, ** 44117

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

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

On September 22, 2023, we received your complaint, dated September 15, 2023, filed with the Better Business Bureau.

You stated you switched from a $35.00 plan to a $25.00 one and paid your bill in full. You indicated that your service was interrupted because payment was short 13 cents. You were informed you have to pay tax. You also expressed concern with the customer service you received.

The $35.00 plan you were on previously had tax included. Your current $25.00 plan does not, and tax is added based on your billing information and location.

We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing it to our attention.

Sincerely,

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

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

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

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