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

4,967 total complaints in the last 3 years.
1,504 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:08/01/2023
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 tried to purchase a new phone on boostmobile.com and money was deducted from my Cash App account. The amount of $110.74 is "pending" but Boost claims they have no transaction number or purchase history available to address the issue.My financial institution says they aren't able to take action on a pending amount so it was recommended I contact BBB.
Customer Answer
Date: 08/08/2023
I finally was able to get the total amount refunded to me through Cash App thanks to their policies.
What an inconvenience to have funds unnecessarily withheld by Boost Mobile and them having zero accountability. When I spoke to the customer representative on the phone, I was told she saw no record of the transaction on my account; even though I was directed to their website shop through the Boost One application. What a frustrating experience.
Initial Complaint
Date:08/01/2023
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.
Ive had a boost mobile family account for at least a year now. Ive always paid $134 for my family plan which includes 3 lines and phone insurance.. apparently starting in June Boost mobile migrated their system. As of June Boost mobile has been trying to force me into paying $164. Stating that Im basically lying and my bill has always been $164. Which is an outright lie. I did not agree to $164 when I choose my plan and feel like without proper notification I should continue with the previous agreement of $134. This has caused severe hardship for me, my elderly mother and child.
Business Response
Date: 08/29/2023
August 24, 2023

*******************************
8390 **********.
**********, ** 45216

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

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

On August 7, 2023, we received your complaint, dated August 1, 2023, filed with the Better Business Bureau.

You said you were paying $134.00 prior to the account being moved to the new system, but you are now paying $164.00. You requested the monthly rate be reset to the previous amount.

The cause of this discrepancy is due to a known system issue that is currently being investigated. Until a resolution is found, your account will be credited to offset the difference.

We regret any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:08/01/2023
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 on boost mobile.com to take advantage of the deal they had for **** phone moto g for new customers with 40$ device totaling ***** they charged 2 of my cards 3 times. I did not receive confirmation email with a tracking number. I contacted them to inform them they charged me 3 times for a on time payment they claim all transactions failed. But they took the money from my account they told me to contact my bank. I DID SO and the bank told me that boost mobile has to refund my money because the transactions were COMPLETE .BOOST MOBILE refuses to refund me my money for all 3 transactions of ***** which comes out to ****** and refuses to send my phone I ordered.. this is fraud if I don't get my money back I will *** headquarters
Business Response
Date: 08/29/2023
August 19, 2023

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

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

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

On August 7, 2023, we received your complaint, dated August 1, 2023, filed with the Better Business Bureau.

You said two of your cards were charged multiple times for a device and you did not receive a confirmation email of the ordered device. You stated that you requested a refund but Boost Mobile refused to issue the refund.

My attempts to contact you on August 18 and 19, 2023, at ************** were unsuccessful, but I left a voice message each time. I also sent an email to ************************ with a request that you contact me.

Our records show the payments had failed, so no funds have been taken from you. Because of this, your request for a refund has been denied.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a phone to take advantage of the Boost Mobile $200 Gift Card Offer which I never received account on the $60 plan per month unlimited plan which we have until now and not ever been late on any payments. Your sales rep never asked us for the email addresses that were required at sign-up for the offer requirement, instead she invented fake email addresses. We were supposed to be sent a gift card redemption form to fill and send back . This is why we never received the form at all. we would get a form delivered at home or through a text message which never came. As soon as we found out her mistake we gave them our correct email addresses to customer service and had them updated but apparently that is too late since it was not at sign up. We called many many times trying to get help over the phone (they kept asking us to wait for the 3 months of use then we would get the form but we never received anything it is now past the 6 month ***** We kept asking for a supervisor or manager call back and never received a call at all and were promised many times our complain would be escalated. We could never to talk to anyone in this country (all foreign support every time we called). And the reps at the store kept referring us to the phone support and they kept referring us back to them. I should have stayed with att because I get the worst signal ever in my life
Business Response
Date: 08/28/2023
August 16, 2023

Mr. *********************************
***************************
*******, ** 32189

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

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

On August 3, 2023, we received your complaint, dated July 31,2023, filed with the Better Business Bureau.

You stated that you signed up with Boost Mobile under an offer to receive a $200.00 gift card. You have made many attempts to have the gift card sent to you, but you have been unsuccessful. You requested that we fulfill the offer.

The $200.00 Black Friday Gift Card Offer is no longer available, as the redemption had to be completed by May 29, 2023.

As compensation for this issue, we applied a $200.00 credit to your account to be used towards future service payments.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/28/2023

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:07/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/16-7/23/2023, I was on a ******* Cruise. On the 7/20, my boyfriend, who was on the cruise with me, called the company to have international calling added to our plan for $20. On 7/29, I called to have the international calling removed because we were home at that point. The agent I spoke with said that he would remove the international calling and I would see it in about 2 hours. I also inquired about having the $20 credited to my account because the international calling never worked. He also said he could do that. Whatever the agent did totally screwed up our phones! We can do everything except make and receive calls. This has been since 7/29, it is now 7/31, 48 hours later. I called customer care and they basically lied and said our phones would be working this afternoon, they aren't. When we called customer care again, they left us on hold numerous times and refused to let us speak with tech support again. I missed an important delivery on 7/29 and my boyfriend uses the phone for his work. Not having phone service is causing a serious problem.
Customer Answer
Date: 08/01/2023
I failed to mention that I visited a Boost mobile location on 7/30 and they went through the same steps with no resolution
Customer Answer
Date: 08/01/2023
I reached out to the company AGAIN for an update on my situation, and I'm still being directed to do the same troubleshooting measures that don't work! I'm still being told that the engineering team is working on my situation... it has been 72 hours at this point. I have been a years long customer and this is totally unacceptable!
Customer Answer
Date: 08/02/2023
I once again reached out to the business to see if my issue will be resolved and was given the run around again. I am being continuously directed to perform so called troubleshooting that is not fixing the problem. I am being told that in order to speak with a supervisor, it will take 40 minutes to an hour. I'm not getting any answers from ANYONE! Including the BBB! I need a resolution ASAP!
Business Response
Date: 08/29/2023
August 23, 2023

*********************************
5607 *********************.
*********, ** 21206

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

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

On August 8, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.

You said that while you were traveling abroad, you contacted Boost Mobile to add an international add-on service to your plan, but you were unable to get it to work. Upon returning home, you contacted us to remove this add-on and you requested a refund for it. In the process you lost all the functionality of your phone, other than making and receiving calls, and as of July 31, 2023, your service has not been restored.

A review of your account indicates that you ported your numbers to a new provider and your account has been disconnected. As an exception, I requested a refund of the $20.00 international add-on charge and your $80.00 monthly service charge. Please allow up to two weeks for processing.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/29/2023

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:07/31/2023
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 purchase an iPhone off the Boost Mobile website at the beginning of July. Everything was in order until I received a shipping email showing that they shipped it to my old address. I informed them through chat that it was going to the wrong address that very day. I was informed that they could not ship it to my current address as it was a PO Box. That is understandable but I had no other shipping address. The next day I check the tracking number and noticed that it was still on route so I contacted them again through chat to inform them. I contacted them then a third day in a row to tell them it was still going to the wrong address and was then told it would be returned, I then thought the matter was over. I saw how it was going so on the second day I contacted my credit card company and had the charge reversed. On the fourth day 7/6 Thursday I received an email from *** that my package was delivered. So once again I contacted Boost through chat telling them that it was delivered to the wrong address. They wanted me to contact *** to see what could be done and I refused. I contacted them three days in a row to inform them it was going to the wrong address and they did nothing. The agent on chat told me that they would create a ticket and send it to the guys in the back to investigate the matter. I then thought the matter was settled. Several weeks later I receive an email stating that my service was suspended 7/24. I contact them again and they state that it was because I reversed the charge on my credit card for the cost of the phone. I was then told that they would again create a ticket and send it to the guys in the back to investigate. The following day I received and email stating that my case was closed but my service was still suspended, I called and was told that they would only reinstate my service if I paid them for the cost of the phone that I never received. I was also told that there was no record of a ticket being created on 7/6.
Business Response
Date: 08/28/2023
August 17, 2023

***********************************
PO Box 1038
********, ** 32011

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

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

On August 3, 2023, we received your complaint, dated July 31,2023, filed with the Better Business Bureau.

You stated that you purchased a device on the website, but it was sent to the wrong address. You found that the shipping address was incorrect and the device was being delivered to your old address, so you disputed the payment prior to delivery. Your service was suspended, as the payment dispute was approved and the funds returned to your financial institution. You requested that your service be restored.

Boost Mobile is not responsible for an incorrect address being used on a purchase made through our website. It is the users responsibility to verify that the correct address appears on the order prior to finalizing the purchase.

Unfortunately, we will not be able to restore your service without a payment of $823.72.

If you would like to port your service to another carrier,your account number is ************ and your port-out PIN is ******.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/30/2023

Complaint: 20403369

I am rejecting this response because:

I in fact did check the address when placing the order, it wasnt until I received the tracking that it was changed to my old address. When I contacted CS they told that they could not ship it to my address so the changed to my old address. This should all be in the chat logs along with me trying for days to get them to fix it. Stop blaming me for your mistakes.
Sincerely,

*******************************
Business Response
Date: 09/14/2023
September 11, 2023

***********************************
PO Box 1038
********, ** 32011

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

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

On September 11, 2023, we received your rebuttal, dated September 8, 2023, filed with the Better Business Bureau.

You stated that you checked the address when you placed the order; it was not until you received tracking information before you noticed it had been changed. You said that you contacted customer care and they told you we could not ship the device to your address, so they changed the address to your old one. You indicated that this was done while you were chatting with an agent,and you tried to get the address changed on the order for several days.

The address listed on your account is a PO Box. It is not possible to ship a device to a PO Box, as we use *** for delivery and they cannot deliver to PO Boxes.

When you initially placed the order on our website, our system would not have allowed it to be processed with a PO Box address. It would have requested a valid physical address be entered. Once the order was placed and tracking information made available, there would be no way for Boost Mobile to change the address on the order, as it was already with ***. A call to *** at that time may have resolved the issue prior to delivery,but your initial complaint stated that you refused to contact them at that time. Additionally, an address change on your account would not have affected the address on the order.

When chatting with an agent in June and early July 2023 you were advised that we cannot ship to a PO Box. Our system does not store previous addresses on accounts. Therefore, our chat agents would not have had the ability to revert your account to a previous address.

Our chat agents request that personal information not be submitted through the chat for security reasons. For personal information, they would have sent a secure form to your email address on file, and requested that you fill it out and submit it. Therefore, any account information would have had to be provided by you.

Sincerely,

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

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

                *********************
Customer Answer
Date: 09/23/2023

Complaint: 20403369

I am rejecting this response because:

There are so many blatant lies to go through here. You can state all you want that your system wouldnt allow a P.O. Box to be listed as a shipping address but that is if fact what happened.
Of course the orders address cant be changed once it shipped, thats not why I contacted support, I wanted them to do something as it was going to an old address. And it was the same support that told me that it was in fact Boost that changed the address on the order in spite of what you say.
You also state that a call to *** at that time could have resolved the entire issue, so why didnt your support do that? I contacted them three days in a row trying to get them to do something. Also I only refused to contact *** after the order had been delivered and your support suggested that I correct their mistake.
If you want your money you should actually contact *** as they should not have even delivered the order as it required a signature and they just left it at the front door.

You also still dont address the fact that I was lied to when your support stated they created a ticket and two other agents verified that no such ticket was created.
Sincerely,

*******************************
Initial Complaint
Date:07/31/2023
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.
For the past 2 months, I've been trying to port out my number that I had ported in to Boost Infinite a few months ago.It's my own number and Boost Infinite just been playing with me for the past 2 months.I've tried 8 times to port my number out and 7 times out of those 8 times, Boost has rejected the transfer mentioning "there is a freeze on the line or the number is locked"After each one of those rejections, I called Boost and talked to multiple people and they all assured me that there is nothing wrong with the line, I own my phone and just had a line with them.One time that they approved the request, they rejected it just one day before the transfer was supposed to happen.I've filed 2 FCC complaints a month ago, but haven't heard anything from Boost yet. No one has helped or even tried to help me with this. They're violating my consumer right to port out my number and it is my own number that I ported in so I don't wanna lose it.It's been a nightmare dealing with Boost for the past 2 months.I suggest EVERYONE to stay away from them at all costs and go with other carriers like US Mobile, Mint or anyone else, basically.Never again!!!
Business Response
Date: 08/28/2023
August 16, 2023

*********************
**********************.
*******, ** 98109

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

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

On August 3, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.

You stated that you have been trying to transfer your service to another carrier, but you were unable to do so. You requested assistance.

Please note that the ********************************* (FCC)regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted by the gaining carrier into the port request,which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Our records indicate that there is no barrier on our end that would prevent a port out to another carrier. Your account number is ************ and the current port out *** is ******. Please be aware that port out ***s are changed on a regular basis to maintain security on the account. Our customer service department at ************** can provide port out ***s. Our agents may need to call you at the phone number on the account to verify your identity prior to releasing any information.

Sincerely,

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

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

*********************
Customer Answer
Date: 08/28/2023

Complaint: 20402037

I am rejecting this response because: this is the typical answer we were given by quite a few Boost agents as well as your national porting center but the port out requests still gets rejected, weve done over 15 requests and it still wont go through.

Sincerely,

*********************
Business Response
Date: 09/11/2023
September 6, 2023

*********************
**********************.
*******, ** 98109

Re:          BBB Complaint #********
                ************ -2023-09-36385

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

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

You stated that you are still not able to transfer your service to another carrier.

As stated previously, there is no barrier on our end that would prevent a port out to another carrier. Your account number is listed above and the current port-out PIN is ******. Please ensure that the new carrier is inputting the correct information for the porting process.

Sincerely,

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

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

*********************
Initial Complaint
Date:07/31/2023
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 had to buy a new phone in Mid May 2023 bec my phone got broken and wouldn't even turn on. So I went into the store bought a new phone and had to get a new number. I was told everything was good and to enjoy the new phone. So apparently Boost Mobile chose to continue talking auto deduct payments for **** and July for the old number. I called customer service to get a refund. Was told by a manager that I can't get my 2 wrongfully taken payments back because the line was active. So, I said it's not my fault. It is Boost Mobile fault. Please refund the two payments $67 each. But the manager told me no. I have to call my bank to file a dispute of charges. So who knows if I will ever get my money. I made it a point that money Boost took was supposed to be for my grandkids daycare. He didn't care one bit. All I want is my wrongfully taken money back. I will not be using their service anymore after this month. Please help me!
Business Response
Date: 08/28/2023
August 17, 2023

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

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

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

On August 3, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.

You stated that you purchased a new phone and got a new account, but you claimed that you had been charged for two months of service on your old account. You requested a refund of the payments, as you claimed the retail store had taken care of your account.

Our records show you were enrolled in autopay, which gives Boost Mobile permission to withdraw the account balance on the bills due date.Additionally, it is your responsibility to ensure your account has been canceled and that autopay has been removed.

I am unable to issue a full refund, but as a courtesy, I applied a one-time credit of $67.00 to your active account.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/31/2023
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.
07/20/2023 I TRIED TO PORT MY NUMBER TO ANOTHER CARRIER BECAUSE SERVICE ON BOOST DOES NOT WORK WELL IN MY AREA.I CALLED AND GOT HUNG UP ON SEVERAL TIMES,AND TRIED AGAIN THAT EVENING BUT THEY WERE CLOSED.I CALLED BACK THE NEXT DAY AND ASKED FOR A MANAGER AND GOT HUNG UP ON AGAIN!FINALLY ON 07/27/2023 I WAS ABLE TO GET THROUGH TO A MANAGER AND SHE SAID SHE WOULD CANCEL AND REFUND ME IMMEDIATELY.TODAY,07/31/2023 I CALLED TO FOLLOW UP,AND GOT PUT ON HOLD FOR OVER AN HOUR,THEN CALL DISCONNECTED!I GAVE UP ON PORTING,BUT I STILL WANT MY REFUND OF $25.00.THE AGENT I SPOKE TO TODAY SAID TO DISPUTE IT WITH MY BANK,BUT I SHOULD NOT HAVE TO DO THAT SINCE MANAGER SAID SHE REFUNDED ME LAST WEEK AND CANCELLED SAID LINE!THIS IS VERY,VERY DISTURBING HOW THEY MAKE YOU JUMP THROUGH HOOPS JUST TO PORT OUT AND GET A REFUND!THEY TRY TO DISCOURAGE YOU FROM CANCELLING EVEN WHEN YOU EXPLAIN THAT SERVICE DOES NOT WORK IN YOUR AREA!
Business Response
Date: 08/28/2023
August 3, 2023

********************
**********************************************. D
***********, ** 97526

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

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

On August 3, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.

You stated that you were advised your Boost Mobile account be disconnected immediately, and you would be provided with a refund for unused service; however, you have not and you requested a refund of $25.00.

As our agent previously advised you, the Boost Mobile terms and conditions state that all payments made to Boost Mobile are final and non-refundable. Additionally, there is no evidence on your account indicating that a refund was ever promised.

In accordance with Boost Mobiles terms and conditions, no refund will be provided.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/28/2023

Complaint: 20401363

I am rejecting this response because: You are lying!It is "WELL~DOCUMENTED!At any rate, I do not choose to do business with boost and will leaving appropriate feedback for future and current subscribers to consider!

Sincerely,

****************
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been paying $7/ month for insurance with Boost who then send that $7 to an insurance company called "Likewize". Likewize states that they cover water damage. The phone was left in the rain, and luckily I had insurance. However, ******** denied my claim because they said they do not cover that kind of damage. Liquid damage. So I've been paying for a product that I did not receive. I contacted Boost to ask them to cancel my insurance and please refund me for the $7 charges I've been paying. I was told that I'd have to get the refund from Likewize. I asked them why when I'm paying Boost, Likewize would not have the means to issue me a refund since they don't have my payment information on file. The agent said again that I'd have to go to Likewize. It didn't make sense but fine, if that's what they insist. Of course, as expected, ******** said "We can't refund you because you're paying Boost" - I already knew this but went through the extra hours of phone calls and transfers and CS agents just so I could come back and say I went through with it. So I call Boost again and tell them I was correct (why do I feel like I'm explaining to agents how their own companies work?), Likewize can not provide a refund. Boost would need to. And a refund in this case is more than deserved since I've been paying for a product and did not receive it. The next agent said "We can not refund it since it's for insurance." So I asked some very simple questions. Do you have my payment on file? Do you charge my card every month? Yes? Okay. Then you can refund my card any amount you want to. You don't even need to state that the refund was for the fake insurance. You could state it's for "General goodwill for our third party insurance provider stealing from our customers" or something like that. You could issue a refund for "Services not rendered". The point is, you CAN issue a refund, you process the payments. I paid for something, and I didn't get it, so do the right thing.

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