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.
1,509 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:07/28/2023
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 had ordered a phone from boost mobile and I used my credit card but anyways they took it out ,I never received the phone even though there saying it was delivered, and until know they are still giving me the run around there saying that they refunded me which they never did my card is still on red because of them they are not doing nothing but just give me the run around,I want my money refunded back on my card -please help
Business Response
Date: 08/22/2023
August 21, 2023

*******************************
****************** 512
*********, ** 07734

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

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

On July 31, 2023, we received your complaint, dated July 28,2023, filed with the Better Business Bureau.

You said that you ordered a phone from our website, but you never received it and you requested a refund. However, you were informed by a Boost Mobile representative that our records indicate the phone was delivered.

On August 16, 2023, you spoke to a Boost Mobile representative who informed you that a refund was first issued on June 8, 2023, which you did not receive;therefore, it was reissued on August 15, 2023. Please allow up to 10 business days for processing.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/27/2023
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.
On7-10-2023 I contacted Boost mobile.com for new service they charged me ****** ( ***** for cell phone, ***** for a first month of service,11.50 for a sim card.) And they never provided me a service, the sim card with the new cell phone they sold to me wasn't compatible, the one that they requested me to buy wasn't compatible either, they had been lying to me. I need my refund, they never resolved the problem and closed the ticket (the case) on 7-19-2023 and after many calls and waiting and waiting long period of time they used to hang up on me and now Boost Mobile is refusing to give me my refund because ******************************************** to wait and wait until today because they know their duty business.
Business Response
Date: 08/22/2023
August 17, 2023

*****************************
157 **********************************.
*****, ** 92543

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You stated that you did not receive service because you did not receive a compatible *** card. You requested a refund.

As a courtesy, I submitted a refund of $71.50 for the *** card and first month of service. Please allow 10 to 14 business days for processing and delivery.

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

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/27/2023
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 entered into an agreement to utilize Boost Mobile's service for ***** a month several months ago. About 2 months ago my device stopped working while at school and I was unable to contact anyone or buy a new device. Upon getting home from school for the summer I contacted customer service and explained the situation and asked for a credit for the previous two months I was unable to utilize the service. I was told that that was not possible which I fail to understand as they should be able to look into their system and see that no calls or data was used. During that call I inquired about getting a new e-sim as my grandmother purchased a new device for me to use. I was told my iPhone SE 1st generation was not compatible with an e-sim and I would have to go to a store and purchase a physical sim card for ****. I went to the closest Boost mobile store on ************************** and spoke with ****. I had the device with me and told him I wanted to purchase a sim card. He told me the cost was *****. I told him I already spoke with customer service and the cost in ****, what c*** was he trying to pull? He inquired about my previous device, and I already told him that it was no longer usable. He then told me I would have to pay an activation fee. I told him I am not going to give him anything other than the **** fee for the sim card and he REFUSED to sell it to me. He told me to contact customer service and have one sent to my home. Is this the kind of customer service your company is known for? Because if it is I can take my money elsewhere.
Business Response
Date: 08/22/2023
August 15, 2023

*******************************
********************************************** 638
*******, ** 77077

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You stated that approximately two months ago, your phone stopped working and you were unable to get a replacement. You said that upon returning home from school, you requested a credit but it was denied. During your conversation with customer care, you also inquired about switching to an iPhone SE 1st generation and you were informed that it was not compatible with an e-SIM. Additionally, you indicated that you were told to visit a store to purchase a SIM card, but they attempted to charge you $35.00 plus an activation fee. You requested a credit.

As there were no problems with your service, we cannot compensate you if you chose not to use it by obtaining a new device. Our records indicate that you successfully activated a new phone on August 5, 2023.

Please note that we do not support e-SIM for iPhones older than 2018, and the iPhone SE 1st Generation was released in 2016.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, prices, and set their own return and exchange policies.

In the interest of customer service, a $25.00 credit has been applied to your account.

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

Sincerely,

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

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

                *********************;
Customer Answer
Date: 08/22/2023

Complaint: 20386429

I am rejecting this response because: I never requested a refund at the store, I requested a refund from ************* when I called once I got home from school. I was unable to call my own mother much less Boost Mobile because I did not have a device to use. Furthermore, regardless of each store being independently owned, the store I went to represents your company and brand. **** was highly rude, condescending and I feel attempted to take advantage of the situation. He could've just sold me the *** card instead of trying to extort me for an extra *****, is this the type of service you want Boost Mobile to be known for? My mother purchased me a new device which was activated just this month, I don't think it's unreasonable to request a refund for the months I was unable to utilize a service I paid for.

Sincerely,

*****************************
Initial Complaint
Date:07/27/2023
Type:Billing 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 5/25/23, we received a charge of $131.80 on our credit card from Boost Mobile in ***************. None of us recall receiving any service from the company, nor have we, to the best of our knowledge, ever signed up for any service that they provide. I contacted Boost Mobile, and they can't locate an account using any information that we supply. We contacted our credit card company, and they put the amount into dispute and issued us a new credit card number. On July 6, 2023, we received another charge of $131.80 on our credit card from Boost Mobile. Again we contacted the company, and again we hit a blank wall. They can't locate an account from the telephone numbers or email addresses that we have. We again contacted our credit card company, and they will again issue us new credit cards and cancel any "auto updates" they issue to companies that are using our credit card for automatic payments. Can you help us resolve this issue with Boost Mobile so they stop charging our credit card? Thank you
Business Response
Date: 08/22/2023
August 21, 2023

*************************
*****************************
***********, ** 01752

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You said Boost Mobile had charged you, but you do not have Boost Mobile service.

Please work with your bank to dispute these payments and issue a new credit/debit card.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/22/2023

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.
I have already contacted my bank and had a new credit card issues. in addition, the latest credit card statement did NOT have a charge
from Boost Mobile on it, so I am satisfied.

Sincerely,

*********************
Initial Complaint
Date:07/27/2023
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, *****************, I have a family plan with basically for the whole month of July my data which is unlimited was not working. On July 7th, 2023 I got fed up because I need my data for work and called customer service. The agent who I spoked to stated the data system is down and working quickly to resolve. I ask for a adjustments then but the gentleman stated I had to wait to the issue is fix. Then I ask to speak to a manager waited for 40 minutes and got hung up on. I went and purchase a Hotspot so I can work. On July 27th, 2023 the data seems to be working fine so I called back and stated well I like to have my bull adjusted and ask for a manager the agent didn't really want to send me but eventually did. The manage **** or **** stated since I didn't call everyday she can only report for 1 day outage of unlimited data. I need this to be fix I had to go but a portable Hotspot because I work outside and need internet for work. I pay buy for a service and didn't get it.
Business Response
Date: 08/22/2023
August 17, 2023

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

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You said that you did not have available data for the majority of July 2023, and you requested a credit be applied to your account.

Our records show you were informed we could not find an outage in your area nor that you contacted Boost Mobile more than once to report an issue. Nonetheless,you received a $30.00 credit on August 3, 2023, and you declined an offer for an additional credit of $10.00 on August 14, 2023. As a courtesy, I applied an additional $15.00 credit to your account.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/27/2023
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 have two lines with boost mobile one I use the other for my girlfriend on July ************************************************************************************ full we contacted boost mobile and was told their system was down and the service would be restored however it was not we called again and was told her service was being suspended first reason given was she wen over her call and/or data usage I said how we have unlimited plan then we're told she called out of the country again not true we don't know anyone outside of the country, I've asked multiple times if could send me proof of the alleged calls of course they can't provide, a week later Service still interrupted I called again spoke and asked for a supervisor I was told there is no supervisor all agents work from home in another country I asked how can we get our payment refunded since the service has been terminated permanently I was told we can't, now I've learned that many boost mobile customer have experienced the same thing and we're being told by boost to pay a few to have our numbers ported to another company, BBB we need help this company is literally robbing us even my other phone I've been paying for the iPhone over a year when the store I purchased at told me I had one more payment last two months ago however boost mobile continues to charge my account and they've charged me for insurance for over a year that I did not request when I found out I was told I had to the insurance which is not true. This company needs to be shut down PLEASE HELP ME IF YOU CAN I thank you in advance
Business Response
Date: 08/21/2023
August 16, 2023

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

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You stated that on July 14, 2023, your girlfriends line was disconnected despite making the monthly payment in full. You said customer care informed you that the system was down and service would be restored. You mentioned that you were told the service was interrupted due to going over the call and/or data usage; however, you are disputing this, as she is on an unlimited plan. You indicated that after a week, the service was still not active, at which time your refund request was denied. You also mentioned that you purchased a phone one year ago and that your loan has been paid off. You indicated that you have also been charged for phone insurance for the past year, which you did not request. You are requested a refund.

Our records indicate that you have made 15 payments towards the loan and have three installments remaining. You are expected to make your final payment towards the device on October 27, 2023.

As the device insurance is optional, this is something that would have been set up when the phone was purchased. It falls onto your responsibility to review your monthly charges and report discrepancies in a timely matter. If you no longer wish to have the device insurance on the account, please log onto your online account and remove it or contact customer care if you are unable to do so. We respectfully decline your request for a refund associated with the device insurance or installment loan.

For the line ending in ****, our records indicate that the service was previously impacted by an outage, which has since been resolved.The account is currently reflecting data, call, and text usage, which shows service is working as expected. In the interest of customer service, a $15.00 credit has been applied to this account.

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

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                **************************************
                ******,** 80210
Customer Answer
Date: 08/24/2023

Complaint: 20383043

I am rejecting this response because:
I did not request the insurance and in fact I told the work I hate phone insurance cause I still end up paying for a phon, I did contact boost once I was made aware of the charge and I was told it was being removed however I was not I made a second request to have it removed, I was also told by a boost rep that the store where I purchased the phone added the insurance cause they get extra pay I contacted the store who remembered me and was told boost corporate added the insurance because of the type of phone I purchased, in regards to the other line the phone has been unused due to the service being permanently suspended however she was still able to use it when connected to Wi-Fi at home as far as $15 credit that does not cover the past few months of no service and having to get another phone through another provider due to the negligence on boost mobile, at this point boost mobile has done nothing but rip customers off with no apology given
Sincerely,

***********************
Initial Complaint
Date:07/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was with Boost for a while. Bought a new phone from Boost infinite from Myboost mobile app's ad on November 2022.Then all h*** broke loose! Problem with sim card. want to keep my own. Not working etc ...Email code etc... not working. Extremely long waits on the phone for service.Finally, an agent told me to go to a store. I went to ******** ** on Oak st, and was told that Boost was going 'through' it with some online problems for a few weeks and suggested that I switched carriers. So, finally I got tired of it, they gave me my account number, and I switched. Now, problems started with new sim card from new carrier.Called Boost, 'No problems at all here. It's the new carrier.'Finally new carrier: 'Network is locked by Boost!'Called Boost: 'It's not. Go to a store and have them check it because it is not locked on our end!'Back to ******** again!New guy: 'We can't do that here. My brother accross the street can do it.'Brother: 'Oh, not equipped here. Next town over will!' NOT!?So. I live in ******** **. Those trips are 35 to 45 minutes - returns are even longer.Last agent told me that I have to have 1 year since I bought that phone to get it unlocked.I've emailed, messaged FB and Insta Boost. To no avail.Every agent's story different from the next one!!!!Yesterday, I called one last time to find out what, if, when, where for my phone. I was told -nicely- that I will never get that phone unlocked, 'It would have to have stayed for a year with SERVICE with boost.'Ha!This is unbelievable! Mindblowing! Can a business really BE that in *******? Really? Boost out of all carriers? Wasting one's time, money, and energy as if ...?This is outrageous!Please have them unlock my phone BBB? I've been with them for long periods of times with the same old phone: ************ Same email: ****************** Come on? I am on disability and I don't have that kind of money to ditch?Please help me solve this. Thanks.*************************
Business Response
Date: 08/22/2023
August 15, 2023

*****************************
******************************************************************** 303
********, ** 02066

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

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

On July 31, 2023, we received your complaint, dated July 27,2023, filed with the Better Business Bureau.

You stated that you called our customer care department to get your old device unlocked, but after many calls and visits to Boost Mobile stores, you were not able to resolve the issue. You requested that Boost Mobile unlock the device.

When we spoke by phone on August 15, 2023, you gave me the **** for the device and I unlocked it. We confirmed that the device accepted the unlock command.

I regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/22/2023

Complaint: 20382960

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 08/22/2023
Mr ****** says it is 'Unlocked!' I says 'Network Unlocked.'
However, the phone that I bought in December - Iocked by Boostmobile for a few months now is still unusable.
I want it fixed another 'Unlocked' phone, or money back.
I have the receipt. No one should have to go through what I went through because - Rikers' ords: "Boost was bought by another company that is why customer was so un-professional."
Or, 'If you sent us the phone to be fixed, we'll just send it back because it is 'unlocked!'
I just want a working phone, unlocked, or my money back- no more calls from Boost please. Just email.
Thank you

Business Response
Date: 09/08/2023
September 1, 2023

*****************************
******************************************************************** 303
********, ** 02066

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

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

On September 1, 2023, we received your rebuttal, dated August 31, 2023, filed with the Better Business Bureau.

You stated that your device is unlocked, but it is unusable and you want Boost Mobile to fix it.

We spoke by telephone on September 1, 2023. You confirmed that the device is unlocked. You stated that you tried to activate service with a different provider, but could not do so. You could not provide specifics as to the exact nature of the problem, but that you were told the device would not accept the other carriers SIM card.

If your device is malfunctioning, please contact the manufacturer and work with the new carrier for activation.

Sincerely,

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

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

                *********************
Customer Answer
Date: 09/13/2023

Complaint: 20382960

I am rejecting this response because:
Boost Mobile and particularly Mr ************************************** understood exactly what I told him: the phone would not take a sim card. That what happened in the 1st place with BOOST MOBILE.
Then, at the request of one of your agents who told me that you, Boist, have in shamble for a few weeks now that, I should switch.
********************** has given me the run around for 3 to four months with that phone.
I finally hung up on Mr ********************** because I Googled him and obviously, he just this job and trying to be the big shot on the little people here was understandable.
He did not even acknowledged nor attempted to apologized for the lousy customer service that cost me money, mileage, time and energy.
I am not well right now, but I promess Mr ********************** that I will be on **************** where ever you are! And if/when blocked, I will go on my friend's page to let people know about how you take your customer's money and mocked them for days.
I am fuming at how all is permitted now! And your excuse, before I cut you off was, "The reason why it was that bad is because ********************** was bought by...?!?"
Such a lame and unprofessionel answer!
Good luck! The way things are going, the next victim will be able to afford a lawyer.
Funny, you don't have seem to have one review on BBB, but plenty of cases like mine on Social media.
Thank you BBB; I am done with this.
I've lost a couple of hundreds on that phone and a bit more...
It's ok.
PS. I am posting a revised version of this everywhere you are with records of phone calls, and receipts everywhere when able.
Sincerely,

*************************
Initial Complaint
Date:07/26/2023
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 am so disgusted with Boost Mobile AND Boost Infinite!!!!! No one seems to speak English and no one knows what is going on. It's ridiculous. Here is the summary of my issue and I will try my best to be brief. The two accounts below should have been merged to Boost Infinite for $25 each line but they have charged me $36.03. I first started with two Boost Mobile lines: *************** Boost Mobile $36.03 2. ************ Boost Mobile (Trinity) $36.03 I then have 1 additional account under **********************. The two lines above under Boost Mobile were supposed to be merged together a month ago but they still have not done it. I did a BBB complaint at that time and was given a credit on my account. I did not ask for any credits. I still have not received the refund for the $15 extra they charged me. 3. ************ Boost Infinite (Amauri) $26.04 The two line below should have been deactivated as the sim cards did not work so they sent me two more. Boost Mobile and Boost Infinite have been overcharging me for both of these lines and they are not in use. You can confirm this by the usage. 4. ************** Boost Mobile $36.03 5. ************ Boost Infinite $26.04 I spoke with a ***** who kept asking me the same questions. I asked to speak with a manager and he said they would tell me the same thing. This was on July 26th 2023. These guys have been trying to charge my husband's card $130 and no one can explain to me why the amount is so much. ***** also advised me that he can not request a refund for those two lines that are not used because I requested too many refunds. I HAVE NEVER BEGGED NOR ASKED FOR A REFUND. YOU GUYS DID THAT BECAUSE YOU HAVE BEEN OVERCHARGING ME!!!!I expect for the corporate to contact me and get this resolved and my money back that you have taking out of my account without my authorization. Shame on you all!!!!!
Business Response
Date: 08/02/2023
July 31, 2023

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

Re:          BBB Complaint #********
                ************ -2023-07-32348

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

On July 27, 2023, we received your complaint, dated July 26, 2023, filed with the Better Business Bureau.

You expressed concern about two accounts,one a Boost Mobile account and the other a Boost Infinite account.

Our records show that numbers ************** and ************* are associated with the same Boost Mobile pre-pay account. Both numbers are on the $35.00 Unlimited Talk/Text + 10 GB Data plan and are not eligible for the $25.00 Unlimited plan.

The numbers ************** and ************** are associated with a Boost Infinite account and are suspended due to nonpayment.Our records indicate that a $130.20 balance is due for service, as the last payment received was on May 26, 2023, for $26.04 for the ************** line.Your balance consists of charges for ************** from May 26, 2023, to August 6, 2023, and charges for ************** from June 6, 2023, to August 6,2023. As autopay is required for Boost Infinite accounts, we attempted to charge the credit/debit card on file.

Please note that Boost Mobile and Boost Infinite accounts cannot be merged.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/02/2023

Complaint: 20382237

I am rejecting this response because: I am sorry but **** is being dishonest. They have been charging us for a line that is on the infinite plan and the other on the regular boost mobile. He never addressed that. I was told by a manager that the credit would be applied to my account the regular ********************** mobile and that I would need to call Infinite to get that issue resolved for the other number.
Hes also not making sense because a credit $50 was applied to my account and I have proof of that. Yet, my infinite account is still suspended? How so? Please make your response make sense. You told on yourself. The Infinite line has been covered with the credit. I expect our line to be turned back on as a result. Horrible service! Cant wait to go to mint mobile who value their customers.
Sincerely,

***********************
Business Response
Date: 08/14/2023
August 14, 2023

***************************
************************************* 101
*******, ** 23831

Re:          BBB Complaint #********
                ************ -2023-08-33914

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

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

You said that I did not address your Boost Infinite and Boost Mobile charges and account status.

Please refer to my previous response,wherein I explained your Boost Infinite and Boost Mobile billing. Below is the full text for your reference:

Our records show that numbers ************** and ************** are associated with the same Boost Mobile prepay account. Both numbers are on the $35.00 Unlimited Talk/Text + 10 GB Data plan and are not eligible for the $25.00 Unlimited plan.

The numbers ************** and ************** are associated with a Boost Infinite account and are suspended due to nonpayment. Our records indicate that a $130.20 balance is due for service, as the last payment received was on May 26,2023, for $26.04 for the ************** line. Your balance consists of charges for ************** from May 26, 2023, to August 6, 2023, and charges for ************* from June 6, 2023, to August 6, 2023. As autopay is required for Boost Infinite accounts, we attempted to charge the credit/debit card on file.

Please note that Boost Mobile and Boost Infinite accounts cannot be merged.

Please note that a manual credit does not equate to a payment. We have attempted to collect payment for service for your Boost Infinite account, but each payment has failed. I applied a one-time $50.00 credit as a courtesy previously, but doing so does not restore your service.

In order to restore service, a $52.08 payment must be made to the account. Your next due date is August 21, 2023. No payment has been made to the account since May 26, 2023. This information was provided to you by the agent you spoke with on August 7, 2023

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have already shared my experience on social media and ****** so ****'s repeated response makes no sense. He knew exactly what I was asking and simply copied and pasted the same response. This is the level of customer service they have stooped to. No wonder folks are leaving them to go to Mint. It's unacceptable. I am an influencer and will certainly advise people to stay far away.
Sincerely,

***********************
Initial Complaint
Date:07/26/2023
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 am so disgusted with Boost Mobile AND Boost Infinite!!!!! No one seems to speak English and no one knows what is going on. It's ridiculous. Here is the summary of my issue and I will try my best to be brief. The two accounts below should have been merged to Boost Infinite for $25 each line but they have charged me $36.03. I first started with two Boost Mobile lines: *************** Boost Mobile $36.03 2. ************ Boost Mobile (Trinity) $36.03 I then have 1 additional account under ********************** Infinite. The two lines above under Boost Mobile were supposed to be merged together a month ago but they still have not done it. I did a BBB complaint at that time and was given a credit on my account. I did not ask for any credits. I still have not received the refund for the $15 extra they charged me. 3. ************ Boost Infinite (Amauri) $26.04 The two line below should have been deactivated as the sim cards did not work so they sent me two more. Boost Mobile and Boost Infinite have been overcharging me for both of these lines and they are not in use. You can confirm this by the usage. 4. ************** Boost Mobile $36.03 5. ************ Boost Infinite $26.04 I spoke with a ***** who kept asking me the same questions. I asked to speak with a manager and he said they would tell me the same thing. This was on July 26th 2023. These guys have been trying to charge my husband's card $130 and no one can explain to me why the amount is so much. ***** also advised me that he can not request a refund for those two lines that are not used because I requested too many refunds. I HAVE NEVER BEGGED NOR ASKED FOR A REFUND. YOU GUYS DID THAT BECAUSE YOU HAVE BEEN OVERCHARGING ME!!!!I expect for the corporate to contact me and get this resolved and my money back that you have taking out of my account without my authorization. Shame on you all!!!!!
Business Response
Date: 08/22/2023
August 17, 2023

***************************
************************************* 101
*******, ** 23831

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

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

On July 31, 2023, we received your complaint, dated July 26,2023, filed with the Better Business Bureau.

You expressed concern about two accounts,one a Boost Mobile account and the other a Boost Infinite account.

Our records show that numbers ************** and ************* are associated with the same Boost Mobile pre-pay account. Both numbers are on the $35.00 Unlimited Talk/Text + 10 GB Data plan and they are not eligible for the $25.00 Unlimited plan.

The numbers ************** and ************** are associated with a Boost Infinite account and they are suspended due to nonpayment.Our records indicate that a $130.20 balance is due for service, as the last payment we received was $26.04 on May 26, 2023, for the ************** line.Your balance consists of service charges for ************** from May 26, 2023,to August 6, 2023, and service charges for ************** from June 6, 2023, to August 6, 2023. As autopay is required for Boost Infinite accounts, we attempted to charge the credit/debit card on file.

Please note that Boost Mobile and Boost Infinite accounts cannot be merged.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/22/2023

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. We went to Mint Mobile.

Sincerely,

***********************
Initial Complaint
Date:07/26/2023
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 paid my cell family line, it says we have to wait an hour to have service restored, 4 hours went by, was on the phone with customer service 4 times. All 3 times was a different excuse why service wasnt restored, after the fourth time I demanded my money back, I paid with MY debit card, the guy said no problem,gave me a ticket # to call back with if my refund wasnt back on my card in 24 hours. In the mean time me and my husband travel ALL over the US for our jobs. We almost got fired due to these events. I waited 4 days for my refund, called in with given ticket # and they said I couldnt get a refund even after being promised one. Mind you all calls are recorded so im not lying about any of this. If im promised a refund they need to stand by it and not change their mind.
Customer Answer
Date: 07/31/2023
The date i debited the payment was july 20 2023 approx 11am
The date i called 3 times and complained was july 20 2023 between 2pm thru 6pm
The final complaint call i made and demanded my money back and was promised a refund in 24hrs was july 20 2023 approx 530-6pm
The date i called about my refund was july 24 2023 approx 6pm-7pm

Business Response
Date: 08/25/2023
August 17, 2023

*************************
2221 CR 533A
**********************************

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

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

On July 31, 2023, we received your complaint, dated July 26,2023, filed with the Better Business Bureau.

You said that your service was not restored when you made your payment, and you requested a refund.

In reviewing your calls to us, I could not find any promise of a refund nor any call during which you were advised that you would receive a refund within 24 hours. Our normal timeline for a credit/debit card refund is three to five business days.

I submitted a refund for your last payment of $94.00. Once approved, please allow three to five business days for processing.

Sincerely,

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

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

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

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