Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,003 total complaints in the last 3 years.
1,490 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:09/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service began in 2015, porting my original biz # ending in #****. On 9/11/2023, I attempt to login to Boost Mobile (BM) account to pay bill due by 9/14. Password fails. I select to receive text code to access. It fails. I select to 'chat', express concerns w/ 'Krizel' (K). K offers to send a secure form link to pay. I refuse to provide 'cc' info until I can access account believed to be compromised. Upon calling Cust Serv (CS) to report issue, the remote answer states my # has been verified as ending in #****, (my # ends in ****?) As I transfer to agent, I receive a BM text stating 'info has just been changed on my account'! As I report concerns to agent, I receive another BM text stating my 'request to cancel #**** has been approved? (my # ends in ****!) I relay to agent, who confirms my # shows as ending in ****!! He transfers me to Acct Sprvr '*****' ID: NWP. Upon relaying all, he submits ticket stating I will be contacted ***** hrs. I'm livid! Account of 8 yrs is compromised, my biz #**** of 20 yrs. fraudulantly removed and changed to #****, then #**** is fraudulantly cancelled! On 9/13, I've received no response regarding investigation. I call CS again to check on ticket status. 'Nothing reported'. I relay to agent '*****' that unless I get my #**** reinstated and account secured, I will not pay for upcoming month and will cancel account. She kindly notes concerns and re-issues a new ticket. She assists my login to see that even my 'name' on account was changed to a bogus name! She re-instates my name and assists me to change password and pin. I express concern that payment is due, so Agent notes on account to 'not suspend until issue is resolved' to avoid loss of phone use. On morning of 9/14, I receive notice 'Account Suspended'. No access to phone service of '8' years w/ on-time pay, plus hours spent to correct fraudulant account breach w/ NO notice of a request to CANCEL my biz #**** of '20' years! Today is 9/15, no response, no concern from Boost Mobile!
Customer Answer
Date: 10/07/2023
Hello, since submitting the original complaint, I received one voicemail from a gal named ***** on 9/25/2023 stating she was from Boost Mobile. She asked me to call her back at ************** to discuss the issue. I returned her call within 10 minutes getting a voicemail for '***** or *****'. I asked her to call me back. As of today I have called her at least 5x and only get a voicemail. She has never called me back, nor has anyone from boost attempted to email me which they do have as well.
Customer Answer
Date: 10/07/2023
Please see phone records attached of one voicemail received from Boost Mobile and several attempts to return the call. I have more attempts but this form limited the number of uploads. -Thank you
Business Response
Date: 11/01/2023
September 28, 2023

*********************
*****************************************
*******, ** 32778

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

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

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

You said that your phone number was changed without your authorization.

I forwarded your complaint to our back office team, who attempted to reach you to gather more information. Unfortunately, they were unable to speak with you and left a voicemail. We would appreciate it if you could return their call, so they may better investigate this matter.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/02/2023

Complaint: 20609191

I am rejecting this response because:
I called the number left on voicemail the same hour I received the call. My call went to a voicemail where it identified the recipients as '***** or *****'. I left my detail contact info. I recalled the # several times having to leave voicemails each time as no one answers that phone. To date, they called me only one time, and have never responded to my voicemails. As continued effort to contact Boost Mobile, I called again just now and as always, it went to voicemail where once again, I left my contact # requesting a callback. Furthermore, if ************** wanted to resolve, why did he not leave a phone contact himself? In addition, the issue occured on 9.11.2023 and was reported same day. The report day ************** states as 9.15.2023 was the '2nd' report complaint because no one was contacting me back from Boost. Boost Mobile makes sure they get paid, but they do not take care of their customers, as clearly proven here. As precious, I am uploading screenshots of the '1' call received and my return calls resulting in voicemails requesting response.
Sincerely,
*****************
Business Response
Date: 11/20/2023
November 20, 2023

*********************
*****************************************
*******, ** 32778

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

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

On November 14, 2023, we received your rebuttal, dated November 13, 2023, filed with the Better Business Bureau.

You said that you rejected our response because the issue was not resolved and your old phone number was not restored to your account.

These types of account changes/modifications can only occur when the requesting party has all of the information necessary to verify the account. Unfortunately, this is a common issue within the wireless communications industry and it is nearly impossible to identify the perpetrators of these takeover schemes.

We have performed an extensive review of our system and the number is not available and cannot be retrieved.

Sincerely,

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

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

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

Customer Answer
Date: 11/20/2023
Complaint: 20609191

I am rejecting this response because:
My account was fraudulantly perpetrated and phone number changed from within Boost Mobile without my consent or Boost Mobile confirming with me. They did nothing to protect me, my account or phone number even though they were notified of fraudulant activity within seconds of occurance and did nothing to stop it. I have still not received a reimbursement compensation by Boost Mobile and this case is not resolved until compensation is received.
Sincerely,
*****************
Business Response
Date: 12/07/2023
December 7, 2023

*********************
*****************************************
*******, ** 32778

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

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

On December 6, 2023, we received your second rebuttal, dated December 5, 2023, filed with the Better Business Bureau.

You said your phone number was changed without your authorization and we did nothing to protect you, nor have you received compensation.

As stated in my last response, these types of account changes/modifications can only occur when the requesting party has all of the information necessary to verify the account. Unfortunately, this is a common issue within the wireless communications industry and it is nearly impossible to identify the perpetrators of these takeover schemes.

We will issue a refund for the payments made in July and August 2023 for $30.00 each.

Sincerely,

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

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

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

Customer Answer
Date: 12/07/2023
Thank you for the decision to refund $60 for the last two months; however, I was not refunded. Instead, I received an email today from Boost Mobile (see email screenshot attached 12/7/2023) notifying me that $60 was 'credited' to my former Boost Mobile account for which I no longer have active service or use of after you terminated my phone number and authorized another number for which neither was requested by me or approved on Sept 11, 2023. To move this case forward, I will accept your offer of the refund by check to my address you have on file as the $60 compensation is of no value to me as a 'service credit'. Thank you.
Customer Answer
Date: 12/07/2023
After I responded to your last communication offering me a refund of $60, followed by an email notification from Boost Mobile that the $60 was actually not refunded but rather credited to my inactive Boost Mobile account, for which I have no use - I then received notification from my bank that 2 - $30 refunds were pending to my credit card. Therefore I accept the $60 refund compensation and make one final request that you close my current inactive account with ******************** and please confirm when the account is closed. Thank you.
Business Response
Date: 12/13/2023
December 13, 2023

*********************
*****************************************
*******, ** 32778

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

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

On December 12, 2023, we received your third rebuttal, dated December 12, 2023, filed with the Better Business Bureau.

You said you were informed you would receive a $60.00 refund; however, you received an email stating that the refund was a credit to the account. You then received notification from your bank that two $30.00 credits were pending. You requested a refund, as promised, and for your account to be completely closed.

When processing a refund, in any form, the funds are credited to the account and the refund is then processed from this balance. This is done to ensure there is a clear audit trail for financial purposes.

Your account has been completely closed. Please understand that the phone number previously associated with it is no longer available.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:09/15/2023
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 an Iphone X in April 2023 for my daughter birthday. The phone was sent damaged. Theres no sound when trying to record a video. I called the business a week after receiving the phone I was told that their system was down for processing issues and refunds and I would have to call back. The customer service representative told me that she was unable to provide a timeframe on when to call back. I called back a few weeks later and was told I was out of my timeframe on receiving my refund for the defective item. I was also informed that there were no records of my 1st call. I called Apple within a week of having the phone and they informed me that one of the sensor on the phone was going out and if I brought it to them for repair, it would cost me over $300. I would like a new phone without going through all these obstacles.
Business Response
Date: 10/11/2023
October 4, 2023

DesKameko ******
***********************************
********, ** 70737

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

Dear Deskameko ******:

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

You said you purchased an iPhone X in April 2023, and it was damaged with no sound or video. You said you called the week after receiving it, but you were told the system was down and you would have to call back. You called a few weeks later and you were informed that the refund period had expired.

The refund period is seven to ten days from the date of ordering. A review of your account records did not find any memos or recorded calls from April 2023 through October 4, 2023. In addition, you did not provide any information regarding the phone, such as the ***** or any documentation regarding the purchase. Therefore, due to the amount of time that has passed, a refund cannot be issued. I recommend you contact the manufacturer for further assistance.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 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.
According to boost I was eligible for a discounted upgrade and I clicked on it and it said I could get an iPhone 12 for $199.99. I proceeded with my girlfriends debit card (chime) and after clicking confirm a message popped up saying unable to process transaction well we thought since the boost account was in my name and the card was in hers, that was the reason why. So she transferred money into my bank account (chime) and we tried again and the same thing happened. So now we are out $422. Well we looked at both of our bank accounts and $210.99 was taken out of both of our accounts. We called boost and spoke to a customer service representative and a supervisor named ***** and they said that there was a mistake on the website. And I was not able to get the phone for $199.99. Even tho I have screenshots of it saying I could. Then the supervisor ***** proceeded to tell us the discount was for new customers only. Which made no sense. So we went to the main website page. And low and be hold it says that ANYONE can get an IPhone 12 for $199.99. But he kept saying the website is wrong. And would not give us any other answer. Then we asked how to get our money back. And he said to contact *****. My bank. And they said they cant do anything cause boost has to stop the hold of the pending charges. I feel as it is false advertisement to say on the website that ANYONE can get an iPhone 12 for $199.99. And false advertisement for them to say I am eligible for a discounted upgrade for $199.99 for the phone. Mind you I have screen shots and voice recordings of the conversation between boost and I. Also I have been a boost Mobile customer for 4 years.
Business Response
Date: 10/11/2023
September 28, 2023

*****************************
******************************************
*********, ** 54143

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 attempted to take advantage of our offer that provided an iPhone 12 at a price of $199.99. You stated that you used your girlfriends card, but you were advised that we were unable to process the transaction. Despite the transaction not being processed, you stated that the debit card was charged $210.99 for the phone. You said you attempted to use a second card, only to have the same result. You stated that your bank advised you that they could not do anything until the pending charges cleared your account. You requested that we provide a refund of $422.00.

A review of your Boost Mobile account shows no record of these attempted transactions, as they were not processed. As the funds were pending, they should be returned to your account within seven to ten business days once the authorization is removed. We regret any inconvenience this may have caused.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents.

Please reach out to me directly at ************************* if these pending charges have not been removed from your account, and I will further research the matter.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/15/2023
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 August 14th I upgraded 3 of the 4 lines on my account. I received 4 phones in the mail on 8-17-23. I called customer service 3 times that day to connect an iPhone and to let them know they sent me an extra phone I did not order. I was told I had to send it back and pay for shipping and supply the box then I would get a refund. Well on 9-5-23 my autopayment was declined for ****** because it is usually ****** a month. I called on 9-6-23 and was told I ordered 4 phones but didn't pay for the 4th. So they sent me an extra phone and charged for it but won't take the ****** off my bill until they receive the phone. He said I should've received a return kit in the mail. 19 days had passed. Total opposite of what I was told before. I told him I had a phone interview at 2, and they shut my phone off at 1:52pm. I told him how important it was for me to have my phone on since my daughter has type 1 diabetes and I had a phone interview I missed I'm also the only parent alive and my son is in the Army. He said he couldn't credit my account until he had the phone in hand and to take it to the nearest boost. They were closed for construction. I went to 2 other stores, one on ******* and one on michigan, and both told me I was lied to and they couldn't return a phone I didn't order. So now it's been 9 days. I've received emails about my diabetic daughter supplies needing to be shipped, and they couldn't reach her so she could get very sick. My kids school, a potential job, and wasted gas and money because of their mistake. I just shipped it back to them. I want compensation for driving all around and wasting my time, the amount I spent to ship it back and I want my bill back down it should've only went up 10 dollars with the new insurance. And I want a month free and an apology in writing so I can put it on indeed and try to get back my defamed character that boost created. They handled this completely wrong and I've been with the.compant since 2014. All images are attached
Business Response
Date: 10/11/2023
October 9, 2023

Ms. ***********************
4498 ***************
******, ** 49534

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

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

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

You said that Boost Mobile shipped you a fourth phone, although you only ordered three. You said your service was suspended due to this charge for an unwanted fourth phone. You requested compensation or free service.

A review of our records show four phones were ordered on August 14, 2023: three iPhone 12s and one ******* Galaxy A54. The payment for one of the iPhone 12s failed; however, the phone was shipped. As such, the charge was applied to your Boost Mobile account, leading to the higher than normal balance.

You returned one of the iPhone 12s for which the payment had not failed, so our system automatically refunded $211.99 to you. In effect, you received three phones but have only paid for two.

Your account currently shows an unpaid balance of $183.99 due, which is valid.

While we sincerely regret any inconvenience this issue may have caused, as the four phones were ordered and shipped per the orders placed online and as your service was suspended due to non-payment, we are unable to provide compensation or free service.

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/11/2023

Complaint: 20608783

I am rejecting this response because: my current balance still shows $352.99. I was also charged $24.00 for insurance on the phone and paid for gas and $11.84 to ship a phone I didn't want or order. I want a reimbursement of $50.84 for the charges and I want to make sure all phones are unlocked so I can take my service elsewhere. I no longer wish to use boost. I switched to boost in 2014. *** this is the first time ive had an is***. I don't need 4 phones or insurance on the 4th line because my husband is deceased and that is his phone and number ********** so I only ordered 3 not 4. I told the lady to take all insurance that was **** off of the phones and she still left his.on.hes dead. you guys **** and I will be sure to let corewell health employees know about my experience so they can leave.too. you cannot charge me for the return and insurance when it wasn't ordered or opened. I will *** you for the amount above if not received in 30 days. I have my pictures and receipts to prove this is your mistake not mine. Everyone on indeed also knows how you ****. You also are responsible for me missing a phone interview so I could potentially *** for lost wages as well.

Sincerely,

***********************
Initial Complaint
Date:09/14/2023
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 have been trying to order a phone for 3 days. All they will tell me is that an issue occurred & refused to give me a reason why I cant order a phone through their upgrade policy for the price as advertised on their website. They told me to write to their risk management ******** got more double talk
Business Response
Date: 10/11/2023
October 9, 2023

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

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

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

On September 18, 2023, we received your complaint, dated September 14, 2023, filed with the Better Business Bureau.

You said you have been trying to purchase a phone through boostmobile.com at a promotional/reduced price, but you were denied each time.

A review of your account records finds that we received a fraud chargeback; therefore, you are ineligible for promotional pricing. Chargebacks are initiated by the card or account owner. If you have questions regarding this, please contact your card issuer for further details.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:09/14/2023
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 contacted boost because I need my call records from august 25, 2023 but they are refusing to give them to me.
Business Response
Date: 10/11/2023
October 5, 2023

***************************
************************************************
**********, ** 46613

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

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

On September 18, 2023, we received your complaint, dated September 14, 2023, filed with the Better Business Bureau.

You said you requested a copy of all your records for August 26, 2023, but Boost Mobile is refusing to provide them.

The call records for your account are available through your boostmobile.com account, and any other record requests not listed there require a court-ordered subpoena.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:09/14/2023
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.
For the last 3 months I havent been able to use my phone or internet unless Im connected to wifi . Ive taken multiple trips to boost mobile to get my **************** reset with only a short resolution. From 9/4-9/6 my phone was again cut off for no reason and I received a text from boost mobile saying my account was deleted because its been inactive for more than 90 days . I called boost mobile and verified my account has been paid monthly and no one not even their rep could tell me why this is happening. After an hour of being on the phone they reassured me my account would be restored and the problem would be fixed . A week later Im still having the same problem so I contact boost mobile again only to be told they cant restore my account and I have to get a new number because of an error on their end. Boost mobile wants me to lose a number Ive had for 6 years because of their negligence. After more than an hour in the phone with no resolution I simply want a refund from June to August so I can take my phone to another company. I dont want to negotiate with boost mobile , I dont want to talk about a problem Ive been speaking about for 3 months . I want a refund for the 3 months please refund my money to my card ending in **** stored on my account . If not done I plan to file in small claims.
Business Response
Date: 10/11/2023
September 28, 2023

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

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

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

On September 18, 2023, we received your complaint, dated September 14, 2023, filed with the Better Business Bureau.

You claim you were unable to use your device unless it was connected to Wi-Fi for three months. You said your account had been deleted due to inactivity despite you paying your bill. You stated that you were told you would need a new phone number. You requested a refund from June 2023 until August 2023.

Data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

Your account was impacted by a systematic issue on August 25, 2023 with AT&T and the issue has since been corrected. Our records show that ************** is currently active, so you do not need a new phone number.

Your request for a refund has been denied as it had gone towards the services provided.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 10/11/2023

Complaint: 20607663

I am rejecting this response because:
Its a shame boost mobile cares more for money then their consumers. Yes my phone service was deactivated 8/25/23 even after paying my phone bill and not restored until 9/6/23 12 days . This wasnt the first time my service was disconnected for days/weeks. I have every conversation recorded with boost mobile employees on the phone and boost mobile employees in store . I knew boost mobile would deny instead of taking accountability and rectifying this situation with their LONG TERM consumer. How can you deny me a refund for services I used when I have proof from boost mobile text I havent been able too. Imagine paying for a service just not to be able to use it because a boost mobile employee accidentally deleted your phone account. And if my service/data guaranteed why continue to charge consumers ? Also If I received these services why was I offered 1 month free service for 3 months of ******** Ive dealt with ? Ill make sure to let everyone know about boost mobiles horrible service, customer service. I plan to despite EVERY payment from June-August if this situation isnt made right . I have more evidence I plan on giving to my bank or a small claims judge .

Sincerely,

*******************
Initial Complaint
Date:09/14/2023
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.
Boost Mobile says if they don't have an order from me I can confirm that they took it off my account because it's still on hold cash app says that they don't have it boost says they don't have it somebody has it and nobody wants to release it I need that money I'm disabled I need a phone as I wouldn't have ordered it it's not my fault that they charged that card three times boost Mobile did and now they can't find my money or my order come on
Customer Answer
Date: 09/15/2023
It all pertains to the outcome
Business Response
Date: 10/11/2023
September 20, 2023

***************************
*************************, 8-204
********, ** 80401

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

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

On September 18, 2023, we received your complaint, dated September 14, 2023, filed with the Better Business Bureau.

You stated that Boost Mobile advised you that they do not have any orders from you; however, you disputed this, as you indicated that your funds are still being held. You requested a refund.

Our records indicate an error occurred while you were placing the order, resulting in the order being canceled. We regret any inconvenience this may have caused. If you have further questions regarding this issue, please contact ****************************.

As the order was canceled, the hold that was placed on the funds was released. For further assistance regarding the funds, please contact your finical institution.

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.

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

                *********************
Initial Complaint
Date:09/14/2023
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 in the store on ************************************************ and they were having a promo stating if you signed up for new service and bought a iPhone that you would receive a $200 **** giftcard. I did not receive my gift card at all. I have been back in the store on numerous occasions, called customer service on numerous occasions, and email them several times, nothing has been done. The store has been very rude to me on numerous occasions. Telling me that there is nothing they can do about it its my problem not theres they did everything they were supposed to do. When I contacted customer service they told me that the store did not do their part they did not put in there that I was due a promotional $200 gift card. This has been going g on since last December. I want my gift card immediately or I will be Suing your company and going public with it. My brother is a federal attorney and I will be suing for legal fees and compensation for all I have been put through,
Business Response
Date: 10/11/2023
September 25, 2023

*****************************
111 **************.
******, ** 30157

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

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

On September 18, 2023, we received your complaint, dated September 14, 2023, filed with the Better Business Bureau.

You stated that you signed up for Boost Mobile service under an offer to receive a $200.00 electronic gift card after making the first three on-time monthly payments on the account, which you said you did. You requested the gift card.

Unfortunately, this offer had to be redeemed no later than May 29, 2023, and therefore, the option to send the electronic gift card is no longer available. Additionally, this promotion had several requirements. The gift card would have been provided automatically once all of the requirements had been met. If the gift card was not provided during the promotion, the criteria were not met.

Sincerely,

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

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

                *********************
Initial Complaint
Date:09/13/2023
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 8/29/2023, I transferred service from spectrum mobile to boost mobile. I paid the monthly fee up front. Upon transfer, service was working fine up until 9/8/2023. For reasons unbeknownst to me, I lost service on 9/9/2023. Ive called boost technical support three times to correct this issue to no avail. I grew frustrated with boost personnel. They kept asking for the same info. I had provided it several times, but the reps continued to fail to properly document the info, so I wouldnt have to keep repeating the same thing over and over again. I asked for a refund and they said they could not give me one. I want a refund since they have proven repeatedly that they cant fix the problem.
Business Response
Date: 10/10/2023
September 25, 2023

*************************
**********************************************************
******, ** 92377

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

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

On September 18, 2023, we received your complaint, dated September 13, 2023, filed with the Better Business Bureau.

You stated that you ported your phone number to Boost Mobile on August 29, 2023. The service stopped working on September 8, 2023. You said you contacted our customer care department, but you were not able to get the issue resolved. You requested a refund.

Our records indicate that the port in to our system was never completed, so your account was never activated.

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 $14.06. Please allow seven to ten business days for the refund to be processed.

Sincerely,

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

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

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

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