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:07/26/2023
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 am returning a new phone to Boost. I called and *****( *******) and ****( the supervisor) are telling me that they cant see where I returned the phone and if I did it would take a month for me to get a refund. Next I was told my Demi that they cant see if or when I called to check the status of the returned phone and that she didn't have the authority to call or email to see if the phone was at the warehouse. **** said that Boost deals with a third party and they can contact them. She also said that although the calls are being recorded they cant track or see who said what on the calls? All I asked for was conformation that they received phone and when I would get my refund.
Business Response
Date: 08/21/2023
August 17, 2023

***************************
2039 *******
***********, ** 78253

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

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

On August 24, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.

You said that you returned your phone for a refund, but no one could verify it was received; therefore, a refund could not be issued. You included *** shipping receipts that show the package was received at our facility in ************** on July 25, 2023, at 11:35 am.

Our records show that a refund was issued on July 27, 2023.

Sincerely,

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

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

                *****************************
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 have had services with Boost Mobile for over 5 years now. I have a family account and pay a total of $103 monthly. On June 28th 2023 the company charged my account twice by mistake and upon noticing that they refunded the latter payment. Everything was fine until My bill was due on the 20th and on July 21st I attempted to pay my phone bill to have my services reconnected and I noticed that my account showed I must pay $206 to have my services turned on. I initially thought it was a mistake so I called Boost Mobile who begin to give me the run around for 3 days every time I called they continued to say they refunded a payment so now I must pay double to get my phone back on which is incorrect. On July 26th at approximately 4:09pm I called Boost Mobile and I was informed by a customer service representative that they resolved the issue and to give them 30 minutes to credit the account the $103 and after an hour and half I didn't see any notations on my account so i called back and they apparently had no knowledge of anything. It's frustrating that I am in a state alone 9 months pregnant with 2 kids with no cell service for 4 days because of this issue. They have constantly lied and given me the run around. and also a worker informed me that their system showed a completely different payment history than what I have on my end. I need this issue resolved but with this issue I do not recommend any future business with Boost Mobile. Can provide documentation and proof from the bank corroborating my end and all facts. Also have tried to relay this information to Boost Mobile to no avail.
Business Response
Date: 08/22/2023
August 17, 2023

Ms. ****************************
*******************************************************************
************, ** 28304

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 in June 2023, Boost Mobile charged you $103.00 twice in error and refunded one of the charges. When you went to pay your bill in July 2023, Boost Mobile claimed you owed $203.00 to restore your service.

My attempts to contact you at ************** on August 16 and 17, 2023, were unsuccessful, but I left a voice message with my contact information.

A review of your Boost Mobile account indicates that on August 3, 2023, a $103.00 credit was issued allowing you to make your normal payment and restore your account.

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:07/26/2023
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.
Issue started in May, unable to use boost pay in ******* log into account, service dropped for over 17 days unable to receive text messages, access internet, phone calls dropping. Followed all trouble shooting methods, did not work. Agent said I'd be refunded for missing days. Never received refund. Was unable to use extra cash from account to buy new phone. Website was glitching, in store agent unwilling to help had to buy a new phone from target since my boost mobile moto g wasn't working once the merge happened. Unable to transfer out my money that was meant to be used with boost pay.Unable to send funds to my two other accounts, also was charged an extra $10 once the merged happened. **** started having issues again, left boost, was told I'd have remaining $145 refunded. Never happened, called back Was lied to hung-up on repeatedly spoke to someone again verified last four digits of card said I'd be refunded. Waited a week, and no refund. Reached out to boost mobile unable to resolve anything and was hung up on again after waiting over 30 minutes.
Customer Answer
Date: 07/26/2023
Showing proof of remaining balance left in my account. My account has never been delinquent.
Business Response
Date: 08/22/2023
August 12, 2023

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

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

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

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

You stated that you were unable to make a Boost Mobile payment, and as a result, you lost service for seventeen days. You said you were supposed to receive a refund for time without service, but you never received it. You also said you had to pay an additional $10.00 per month once the merge happened. You stated that when you canceled your Boost Mobile account, you were supposed to receive a refund of $145.00.

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

Our records do not show an additional charge of $10.00 on your account.

I submitted a request for the $145.00 to be refunded back to you. Please allow 10 to 14 business days for processing and delivery.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/25/2023

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,

Lioke ******
Initial Complaint
Date:07/26/2023
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.
I have had one (1) phone line with Boost for years. I have never added another line. I changed my cell service plan from a $40/month to a $25/month plan. After I did that I noticed they charged me for two $25/month plans, which makes absolutely no sense because I only have one (1) phone with one (1) active SD card. They first double charged me on June 10, 2023. I promptly contacted them to correct the issue. Their incompetent customer service rep said they would credit the account and stop the second charge from going through again. They refunded one charge, but never fixed the problem.I have contacted them 3 times since then and have had no resolution. They double charged me again on July 10. They still have my account showing two (2) lines of service for $25 each, and still have my scheduled to be charged for both on the next billing cycle. Their incompetent service reps have been unable to fix the problem and will give me no information on when this will be resolved. I have wasted over 5 hours of my time on the phone with their customer ****************************** needs to remove the second line of service from my account and stop double charging me for services they are not providing and I am not using.
Business Response
Date: 08/21/2023
August 11, 2023

Mr. ***************************
N6592 County Road F
**********, ** 53066

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

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

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

You stated that you only have one line with Boost Mobile,but you noticed that on June 10, 2023, you were charged for two lines. You mentioned that customer service issued a credit to cover the second charge and advised this would not occur again. However, you indicated that you were again double charged on July 10, 2023, and while you did receive a refund, the issue has yet to be corrected. You requested a billing adjustment.

Our records indicate that due to a systematic issue you were charged for two lines on June 20, 2023; however, a credit was issued to cover the cost of the second line. On July 10, 2023, the duplicate charge occurred again, but you were issued a refund on July 12, 2023. You were also issued a credit to the account for $77.00. This credit covered your entire bill for August 10, 2023, including charges for the second line.

Your account has been escalated and we are currently working on a fix; however, at this time, there is no ETA on when this will be resolved.We will continue to monitor your account so that a payment is only required for the one line that is active on the 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: 01/10/2024
This is my second complaint after Boost claimed to have solved the issue in their response to BBB, but have still failed to rectify their issue. From about May 2023 to present, Boost mobile has been double charging me every month for cell service. I have ONE (1) cell phone registered with them and ONE (1) active line of service that I use. I have been a customer of theirs for over 5 years with only ONE (1) line of service. At some point, they added a second line to my account without my knowledge or consent, and continue to charge me every month for TWO (2) lines of service. I am required to contact their support on a monthly basis now so that they will credit my account for the amount they overcharged me. I am told every time by their support that they are "escalating" the case to one of their "experts", but nothing ever happens. I have to return the following month to get an account credit and pressure them to do their jobs. It's almost as if they don't even want me as a customer any more and this is their sly way of pushing me out the door. The required resolution is for Boost to fix my account by removing the duplicate line of service so that I am only charged for one line of service going forward. Failing that, they should credit me one year's worth of cell service until such time that they have fixed the issue and I will only be charged for one line of service. My time is very valuable, and wasting hours every month getting Boost employees to clean up their mess is costing me money. Their unending error should cost them money, too, so a credit for one year's worth of service is an acceptable compensation to me.
Desired Resolution: Billing Adjustment
Business Response
Date: 01/15/2024
January 13, ****

Mr. ***************************
N6592 County Rd. F
**********, ** 53066

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

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

On January 12, ****, we received your rebuttal, dated January 11, ****, filed with the Better Business Bureau.

You maintain you are being charged double for your service,as you said you only have one line but are charged for two, and you expressed concern with your experience with customer care and not receiving credits. You requested a credit for a whole year of service.

As previously stated, our records show your account is affected by a systematic issue we are currently working on. We will monitor your account to ensure you are only charged for one line until the issue is resolved.

Your request for a credit for a year of service is declined.However, a credit has been applied to your account to cover the overcharge from the previous month and for a whole month of service. For further updates,please contact me at **************.

Sincerely,

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

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

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

Customer Answer
Date: 01/17/2024

Complaint: 20380444

I am rejecting this response because:
Boost Mobile stated in their response: "We will monitor your account to ensure you are only charged for one line until the issue is resolved." They also said this on their initial response to this complaint on 8/21/23. However, I have had to contact them multiple times to get a credit or refund for the double charging, which means they have failed to "monitor" my account and ensure I'm only charged for one line. If I wasn't keeping on top of this, they would continue to double charge me month after month without any credits or refunds because they have failed to "monitor" the account every month. It has been more than 6 months since this problem began, and all they can do is claim that they have "escalated" the issue. Perhaps after another 6 months of "escalating" the issue they can put it on the desk of their CTO or CEO so they can figure out how to fix it. Until then, I will continue to submit a BBB complaint for every month that they fail to rectify the issue and cause me to waste my time talking to their customer service. I reject their response, because it is the same response they gave the first time and NOTHING HAS BEEN FIXED.

Sincerely,

***************************
Initial Complaint
Date:07/26/2023
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 recently purchased a product from Boost mobile that is for sale on their website but is not compatable with my phone, even though the boost mobile website states that it will work on my phone. When I called to get a refund for a product they sell that does not work, they would not refund my money,I went out of the country recently and was reviewing boost mobile website for options. I already am a boost mobile customer and have a phone through them on the boost mobile website. (***************************************) under shop and international roaming I found that you could get international roaming through boost. My phone was not compatable so I found a compatable android phone and went out to purchase. After purchasing the new $900 phone I purchased a $20 esim card to use. When I went to activate it said my phone was locked. I called Boost and they informed me that Android phones are not compatable with esim through boost. I showed them where it says they are on the website (***************************************************************) and there only response was sorry that isnt correct. After three hourse on the phone over two days I was able to get a $50 credit for my time, frustration, and gas. They told me to call back once the $20 for the esim cleared. Once it cleared I called back and spent another 30 min on the phone. The worker stated he would not refund me the money for the esim, even though they sold me a product that does not work. I still have not gotten a refund on a false product that is not compatable with any phones. I would like my $20 back. They also still have the esim for sale on their boost website. Anyone with an andorid could purchase and then realize after that the product doesnt actually work and have to go through the hassle of requesting money back.
Business Response
Date: 08/21/2023
August 17, 2023

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

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

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

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

You said you purchased an eSIM online from Boost Mobile, but you had problems with activation and found out it was not compatible with Android devices. You stated that we refused to refund the $20.00 purchase cost.

When we spoke on August 17, 2023, I explained that the website you purchased the eSIM from is a third-party dealer, and the payment was made them, so it does not reflect on your Boost Mobile account.

I was able to work with our back office to have the third-party dealer process a refund for your order. Please allow up to 10 business days to receive the refund. We will also work with them to correct the information on the website.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date: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 purchased a phone from boost mobile, a few months back. I am not satisfied with the service. For example I did not ask for insurance on my phone but the agent put it on the phone anyway with out my knowledge, they made me pay for the insurance, I told them I didnt want it. So they would not except my payment until I paid for the insurance charge. Boost also charged my debit card twice but will not return the extra payment, so I had to cancel the charge through my bank,So being disappointed and not satisfied with their service, I asked for them to unlock my phone that I paid cash for, so I could find another carrier with decent service and they refused to unlock my phone unless I pay for service I not satisfied with for a whole year. So basically they are holding my phone hostage and will not unlock it. This is America if I dont like a service thats being provided, I have the right to find one that is satisfactory for me. I think they should be charged with extortion for not unlocking my phone I will say that again my phone. I think its ashamed for businesses to have control over a persons personal property. Boost mobile should be investigated for extortion and unauthorized deductions from peoples bank accounts.and also selling peoples personal information for profit!!!!
Business Response
Date: 08/21/2023
August 14, 2023

*****************************
27 ********************., Apt. C
******, ** 19711

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

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

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

You stated that you signed up with Boost Mobile but then became dissatisfied with the service for several reasons. You requested that the device on the account be unlocked.

I made an exception to our policy and unlocked the device.

The device will need to access our servers to be updated. Please ensure the phone is powered on and connected to Wi-Fi with a Boost Mobile SIM card inserted. Please allow up to 72 hours for this to process.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/26/2023
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 two iPhones on 6-15-2023. Received one 6-16-2023. I have not received the other. Numerous investigations, tickets and reports have been filed for this issue with no resolution. Status shows delivery date will come soon. It has remained this status for 5 weeks. I have been told it is lost. *** states they never received it that Boost created a label but no product. Therefore, no claim on my end can be filed. Told last week per supervisor that a refund and compensation for a new order for phone. Today a different supervisor refuses to refund me and open yet another investigation. We have 6 members with phones. Two ordered phones same time and received theirs. Husband phone is broke, giving him my old. He has heart problems and needs a phone/lifeline. I return to teaching in 2 weeks. We need a phone and this resolved asap. I have spent countless hours on phone trying to resolve this!
Business Response
Date: 08/21/2023
August 2, 2023

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

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

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

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

You stated that you purchased two iPhone 12s via Boost Mobiles website, but you have only received one phone. You said *** advised you that as the tracking information shows the parcel was not tendered to ***, they are unable to open an investigation. You requested that we provide a billing adjustment or refund for your purchase price of $211.99.

I reached out to our order fulfillment team who advised that in our experience, this tracking status means that the carrier has lost the parcel. Our team will open a claim with *** to attempt to locate the phone.

As a courtesy, I requested a refund for your purchase price of $211.99. Please allow 10 to 19 business days for processing.

Sincerely,

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

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

                *********************
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 received a phone through boost mobile boost up program in 2021. The plan lasted 18 months my phone was paid off as of May of 2022 here it is July 2023 and I am still being charged an extra $23 every month. I didnt realize this until this month once going through all my payment emails because the new boost one app doesnt tell you anything. I have been calling not getting anywhere they claim they submitted a ticket and a refund request but the department that handles this doesnt have a phone number. I know when someone is giving me the runaround all I want is my money back this is terrible business I have had my phone number with boost for 10+ years this is not right my next step is to seek legal action if I cant get a resolution
Business Response
Date: 08/23/2023
August 23, 2023

*********************************
**********, ** 06513

Re:BBB Complaint # ********
855691913639 - *************

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

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

You said you were still being charged for a device that you had already paid off.

A review of our records shows that you initiated a Boost Up! installment billing plan on February 4, 2022. You currently have four payments remaining and a balance of $92.00 left on your Boost Up! plan. As such, no refund is due.

Sincerely,

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

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

*********************
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 have been with Boost mobile for years, a loyal customer who always pays on time. I was eligible for a boost up to buy a cell phone and pay monthly installments. On 12/04/2021 I put ****** down payment, total cost of the phone is ******. Number of payment is 18 x $21 .00 totaling ****** of payments made plus my ****** down payments totaling ******. My payment is included with my cell phone bill of 50. O0 unlimited and $7.00 dollars for my insurance and the boost up installment payment is ***** dollars, totaling ***** payments paid. My first payment allow with the installment started 12/25/2021 and ended 05/25/2023. The month of April after I made my payment of 78. 00 in April. I received a text, saying that I had one payment left of my boost **. In June it was showing that I still owed ***** and I called boost mobile immediately about this matter, I explained to them that I am finishing making all my payments on my boostup installment and that my payment should be ***** dollars. I said I received a text message stating that I had one payment left in April left, and that last payment was paid. They said look at my contract and I did, I read everything on my contract. Did the say they going to submit a ticket to the accounting who can take it off and that if would be at least 72 hours. I said ok, nothing having changed, I have called them back in June, July, and August and nothing hasnt been resolved. A different person would say something different every time I called. And say they have to submit a ticket, Some many tickets was submitted each time I called is very sad and nothing was resolved. I am so pisssd off with Boost Mobile. Every since they switched over its been h*** I am not going to pay for something that is already paid. I just want to go back to my regular payment of 57. I paid my regular payment of ***** dollars July 25, 2023 and it still showing ***** dollars for the boostup installment payment. I did mention that I was going to report and file to BBB.
Business Response
Date: 08/21/2023
August 17, 2023

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

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 you completed your payment plan in May 2023, but you are still being charged. You requested a billing adjustment.

We reviewed your account records and identified a system error that caused this to occur. We made the appropriate corrections and you will no longer be charged. A refund for $42.00 (the total amount of the extra payments) will be issued.

We apologize for any inconvenience this has caused.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/26/2023
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 July 19th 2023 I went to Boost Mobile which is run by. ************* *******************************. ***** phone number **********. And what's a new customer? And they offer a phone? I got the phone.I paid $92.And then started to have problems with the phone restarting all the time. I took it back to the store on 7/22/23 and on 7/24/23 Where a girl named ***** was working, she. She changed a setting and told me to see if that worked I went home it did not work.So I came back on Monday, they said. There is nothing they can do. My receipt says that I have 7 days.From the day that I purchased another phone. But they say in their system. It says more than 7 days but I have the receipt that says I was within the 7 days. They tell me there is nothing they can do.My receipt says that they should do something. They know that they should do something, but tell me they can't. Today right now I'm still within the allotted time. They are not honoring their word on their receipt. So now I'm stuck with the phone that isn't working properly. That they gave me straight out of the box not working. Boost mobile also told me there was nothing they could do but on their And they say that I'm eligible for replacement. But talk more. LLC won't honor it and boost. Says I have to take it to talk more LLC. In the end nobody can help me
Business Response
Date: 08/29/2023
August 25, 2023

***************************
********************************** 4
*****, ** *****

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

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

On August 23, 2023, we received your complaint, dated July 26, 2023, filed with the Better Business Bureau.

You stated that your device is malfunctioning and you requested it be replaced.

Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two *************** within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ***************.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Complaint: 20377052

I am rejecting this response because:
I have the receipt and I was within the time. I am not going to lie and file a claim saying I broke the phone cause I did not and I shouldn't have to pay.

Sincerely,

***********************
Business Response
Date: 09/12/2023
September 11, 2023

***************************
********************************** 4
*****, ** *****

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 were within the seven-day return period and should be provided a replacement phone. You stated that you should not be required to pay for a replacement.

As Boost Mobile does not manufacture the phone, we also do not assume liability in the event that the device is defective. Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer.

There should be no charge for a replacement assuming that your warranty claim is approved.

Sincerely,

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

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

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

Complaint: 20377052

I am rejecting this response because:
I have the receipt that clearly states I had 7 days to bring it back and and Boost Mobile store would replace. So why do they not honor what clearly says on their receipt
Sincerely,

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

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