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.
1,510 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:07/24/2023
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 ordered the iphone 12 from Boost Mobile website back on May 3rd, 2023. The phone was on sale for $199.00 (before taxes and other fees) and 1 month lf service for said phone for $40 (plus taxes). The total came to $306.00. It's now almost 3 months later and even though I have shown bank statements, emails, screenshots etc and did everything I needed to do on my part to to get this resolved. Everything they asked me to show, I showed. This company has done absolutely NOTHING in trying to resolve this. **************** is a joke. (Not the people but the way its set-up and ran). Everytime we have had a conversation was through their own messaging App on their web page and app. I don't even know if it's possible to reach on the phone because I have never got passed the "we are very busy, it will be 19 or 24 or 39 minutes" manage to make it, just for the 'call dropped '. I have had chats with at LEAST ***** different employees on the messaging apps, showed and proved everything they asked and still don't have a phone, refund, a shipped date, refund date. I will NEVER give this Company my business again. They should be ashamed at how they are treating paying customers.
Business Response
Date: 08/18/2023
August 9, 2023

***********************
207 *************.
**********, ** 29611

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

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

On July 27, 2023, we received your complaint, dated July 24,2023, filed with the Better Business Bureau.

You said that you have still not received a refund for the phone that was not delivered due to an item shortage.

Our records show that the refund was issued on July 28, 2023. 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:07/23/2023
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 a loyal customer with ******************** for a year and have had a family plan with 4 lines for $100. Recently, the company changed things around, they separated all 4 of my lines and told me twice that they've escalated the issue to their "back office". No one has contacted me, no one has resolved the issue and I should not have to make a payment on each line separately and they're charging me taxes on each one. I have called in and spoke with multiple agents, I have chatted and no resolution. Now because they have our lines all messed up, our phones will be disconnected tomorrow 7/24/23 because they haven't fixed the problem. When I log in on the boost website, a whole entire phone number that does not belong to me shows up and none of my own numbers. I have 4 lines. The phone numbers are *****************-698-9985, ************, and ************. They should all be on a family plan, they were before and then they switched everything over to a new website and it's been a mess ever since and they are not fixing the problem!
Business Response
Date: 08/18/2023
August 15, 2023

Ms. ***********************
*******************************
**********, ** 17325

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

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

On July 27, 2023, we received your complaint, dated July 23,2023, filed with the Better Business Bureau.

You stated that you used to have a family plan with four lines for $100.00 per month, but recently all four lines were separated onto different accounts. You said that this issue has been escalated by customer care agents several times. You requested a billing adjustment.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new ****************.

During our phone conversation on August 10, 2023, I advised you that this was currently being worked out and until a fix was in place, we would make billing adjustments on the accounts for the lines ending in **** and ****, and the line ending in **** will remain the primary line. I also informed you that the line ending in **** was separated from the family plan on May 30,2023, which was prior to the account being migrated on June 8, 2023. You accepted this resolution.

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

                *********************;
Initial Complaint
Date:07/22/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, i placed an order on Boost Mobile (Order #- 4287-945619-5745) for the amount of $52.71 for moto g 5G Cell Phone with $40 Unlimited AutoPay (Web) Plan. The phone was supposed to deliver on Friday July 21st, however upon checking the tracking is said that the Phone was delivered by *** (tracking: 1Z52A2590312175912 ***) to an individual named "RACESH" which is not me, during the time of "9:44am" at which i was at work and no one was even home. I've contacted multiple agents over at boost mobile and all of them said that they cannot help me and for me to contact ***. I contacted *** and they said they cannot help me either, I asked for either my device to be delivered or for a refund and no one at boost mobile has helped me.
Business Response
Date: 08/14/2023
August 10, 2023

***************************
*************************************
**********, ** 11801

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

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

On July 27, 2023, we received your complaint, dated July 22,2023, filed with the Better Business Bureau.

You stated that you placed an order for Boost Mobile service with the purchase of a device. However, you never received the device and the tracking number shows it was delivered to someone you do not know at a time when you were not home. You requested that a replacement be delivered to you or that you receive a refund.

We conversed via email and I informed you that I sent a request to have a replacement shipped to you. Please allow five to ten days for processing and delivery.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/22/2023
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 purchased 3 new devices during a promotion and should have received $150 credit applied to my account. Months later they continued to say the credit would appear on my account soon. It never did. Life got busy, family emergencies occurred and I forgot to continue pressing the matter. 9 months later I contacted again and they finally admitted they made a mistake and offered me $100 credit, but put the credit on a phone line that I intended to disconnect. They refuse to put the credit on any other account or offer a refund. I am told if I cancel this line the credit will be lost. They admit this is totally their mistake, but refuse to correct it.I have asked multiple times for 1 of 2 reasonable solutions. 1) Refund me the $100 (actually $150) which should have been credited 9 months ago. 2) Transfer the credit to another account that is not being closed.I ask for the refund of not the credit, but the money I paid which should have been saved due to the credit they did not correctly apply to my account.
Business Response
Date: 07/27/2023
July 26, 2023

Mr. *****************
******************************
***********, ** 43082

Re:          BBB Complaint #********
                A00020791 - *************

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

On July 24, 2023, we received your complaint, dated July 22,2023, filed with the Better Business Bureau.

You said that you were due three $50.00 credits from a promotion held in 2022. You also requested a $100.00 refund.

Please note that our records do not reflect we were contacted in a timely manner regarding this issue. They show you contacted us on June 29, 2023. The agent you spoke with made an exception and applied a one-time $100.00 credit to account *********. While this promotion ended several months ago and we were not provided a timely opportunity to resolve your concerns, I made another exception and applied a one-time $50.00 to this account.

As the promotion was for an account credit and these are non-refundable, we are unable to honor your request for a refund.

Sincerely,

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

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

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

Customer Answer
Date: 07/28/2023

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:07/22/2023
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.
My account was transferred to the new Boost system 3 months ago. I have a 35GB/mo plan even though I average only 8GB/mo of usage. After the end of each cycle, my data usage is supposed to reset, but ever since they implemented the new system, my data usage has been rolling over into the new month instead of resetting. For example: April: 8GB used May: 16GB "used"June: 32GB "used"Then, one week into my July billing cycle (July 10-August 10) my data usage was "exceeded" because it hasn't been resetting. This was confirmed to me by several techs I called at Boost, who all told me "yes, this is known problem affecting numerous customers" but they all they all said "there is nothing they we do" and "the data should reset at the end of the billing cycle" despite not explaining why it hasn't been resetting at the end of the previous 3 billing cycles. They admitted fault and credited me with $50 in an email saying:"Hi ***,"We've added a $50.00 credit to your account. You can use this amount on your next bill or for extras"However, they informed me via phone that I CANNOT use the credit for extras (like adding more data). Despite several hours on the phone speaking with numerous tech agents, everyone tells me "we aren't able to make any changes to your account with the new system".
Business Response
Date: 08/18/2023
August 9, 2023

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

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

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

On July 27, 2023, we received your complaint, dated July 22,2023, filed with the Better Business Bureau.

You said your data is not resetting when you make a payment and you have been told this is a known issue. You stated that you were told the account balance could be used to purchase additional data, but you were later informed this is not the case.

The issue of data not resetting is currently being researched and we are confident a resolution will occur in the near future. In the interim, I have requested that your data cap be reset upon payment to your account, which is expected on August 9, 2023. I apologize that you were informed the account balance could be used for additional products and services. This is currently not an available option.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on july the 20th I payed my Boost Mobile bill my service was off for about an hour, I went on-line to pay my bill as I have done before, my payment posted but as of today my phone is still is off and not 1 person at boost can tell me why just I have to wait, I ask for my money back and I was offered a 5 dollar credit what can I do with 5 dollars when I lost a day of work ($300), I need my phone for my job and without it I cant do my job. Me and my family will be leaving boost and going with another company because this is unacceptable and I cant even get an explanation, I'm told I just have to wait for them the figure out happened.
Business Response
Date: 08/18/2023
August 15, 2023

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

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

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

On July 27, 2023, we received your complaint, dated July 22,2023, filed with the Better Business Bureau.

You stated your service was interrupted despite making a payment. You requested a refund of that payment.

Our records do not show your service is currently suspended due to nonpayment. As a courtesy, I submitted a request for one of your $35.00 payments to be refunded. Please allow ***** business days for processing and delivery.

Sincerely,

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

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

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

Customer Answer
Date: 08/19/2023
The lady stated my service doesn't look interrupted, that's because I went INTO the boost mobile store and payed in cash and only then was my service restored after battling with customer service for 3 days!. ***********************;
Initial Complaint
Date:07/21/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ****************** for several years. Unlimited talk text and data. They recently put cap on data and the service no longer meets my needs. I have 2 lines. On one I have a phone through boost up loan program. I put 150 down and have paid 21 a month for a year and a half. I have called, chatted, and went to store everyday for over a week trying to get the balance of boost up loan so I can pay off and switch service providers. I have been given the run around by everyone of them including supervisors. No one can tell me my balance. If they cant give me a balance they need to unlock the phone so I can switch to a better provider.
Business Response
Date: 08/18/2023
July 28, 2023

*************************
** 70754

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

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

On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

You said that you wish to switch providers, but you could not ascertain the balance remaining on your installment billing.

A review of our records indicate that both the numbers associated with your account have been ported out, and both associated devices have been unlocked.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost one migration, which downgraded monthly plans from the current running plan from "BOOST LEGACY" existing service. Acknowledge that WHOMEVER is responsible for setting restrictions on the customer service reps ability to provide any sort of remedy to a customer's issue that has been caused during this migration to boost one IS CAUSING THEIR EXISTING CUSTOMERS GRIEF, with absolutely no regard how the customers are impacted. I spent at least 5 hours altogether over 7 separate phone calls to BOOST 611 requesting resolution to. #1 UNAUTHORIZED and unknown to me monthly plan change of DATA 35GB/mo. +/10GB HOTSPOT Unlimited Calls&Text, switched to unlimited calls and text w/hotspot capabilities to be used from a monthly total of only 10/GB DATA, severe downgrade. Uninterrupted service existing customer for many years, monthly plan of 35GB "BOOST LEGACY" began January 28th, 2022 changed May 17th, 2023 NOT by customer request, but by " THE SYSTEM" at the time of "MIGRATION" of existing "BOOST LEGACY" accounts, to become "BOOST ONE" accounts, which NO LONGER OFFER THOSE MONTHLY PLAN OPTIONS. I WISH TO REMAIN AT PLAN OF 35GB/MO + 10GB HOTSPOT *** CALLS AND TEXT. WHICH I WAS TOLD SHOULD NOT HAVE BEEN CHANGED AND AFTER VERIFICATION FROM "BACK OFFICE" "ESCALATION" department of what my plan was before the system changed it, the"ESCALATION" **** would resolve the issue. Ticket# ******* with no supervisor name no contact name for back office rep no name for billing rep to have had reviewed the ticket, yet the ticket was created on June 23rd, executed June 23rd at 5:31. No resolution. #3 I have a prepaid balance of $15.00 on my ammount since December of 2021. I AM DENIED THE ABILITY TO USE THIS BALANCE TO PURCHASE A ONE TIME ADD ON OF DATA. #4 I'VE EXPRESSED THE ISSUES WITH **** SERVICE THAT THIS PLAN I WAS SWITCHED TO IMPEDES my ability to conduct work which requires me to have DATA.
Business Response
Date: 08/18/2023
August 9, 2023

*******************************
**************** NW
**********, ** 98329

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

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

On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

You stated that your Boost Mobile account was migrated without your authorization, and your plan was changed from unlimited data to only 10 GB of data. You want your previous plan back, but it is no longer available.You also indicated that you have a credit balance on your account, but you are unable to use it to purchase data packs.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022. Due to this occurrence, your account was migrated to a new ****************.

Our records indicate that prior to the migration of your account on May 17, 2023, your plan was $30.00 for unlimited talk & text with 10 GB of hotspot, as you were receiving Affordable Connectivity Program (ACP) benefits. With the **** you may choose to apply your discount for free service to either a 10 GB unlimited phone plan, tablet plan or mobile hotspot plan. Unlimited voice and data plans include unlimited talk and text and 10 GB of 5G/4G data. After the 10 GB has been used, data speeds will be reduced.

A review of your account reflects that you updated your plan on July 23, 2023, to our $25.00 unlimited talk, text and data plan. Please note that customers who use more than 30 GB per line of data during a billing cycle will have their speeds reduced.

We regret to inform you that your previous grandfathered plan is no longer available.

The credit balance on Boost Mobile accounts can only be applied towards monthly recurring charges. Data packs are separate and cannot be included.

Please note that your phone is unlocked. If you do not agree with Boost Mobiles updated terms and conditions, you may switch to another service provider.

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: 08/23/2023

Complaint: 20358993

I am rejecting this response because: My plan prior to May 17th had been
***. Talk and Text
***35GB of Data***
with
***10 GB*** of hotspot
before the "migration" this plan was ongoing Since January 2022, paid for in full by EBB then ******** monthly payments. Yet, rather than my ongoing plan being honored and carried through YOUR migration of systems, unchanged.

This BOOST ONE grossly reduced my plan to ***. Talk and Text and 10GB DATA HOTSPOT total. Your CARE **** offered absolutely no resolution over the multiple calls and time it took attempting to resolve my issue. No response or resolve from your"ESCALATION" ****.
I changed my plan to the $25 a month plan because for the second month in a row my data ran out before the next service month began.
BOOST MOBILE was once a company that offered Great plan options, and competent customer care reps via telephone. It's a shame that BOOST has become a company that displays complete disregard for the customers. Offering dead end responses to pressing issues, no resolution, false hope that someone on the BOOST end is working to resolve anything. In fact there will be no concern of the issues, until they contact an outside entity to mitigate in order to receive attention.
Once again I was unable to use my balance of $15.00 to purchase additional data to get me through. My remaining credit balance is UNUSABLE, since it's BOOST LEGACY FUNDS.
I would like the $15.00 refunded to me via check, as the card used to place the funds to my account in 2022 is no longer valid.

Sincerely,

***************************
Business Response
Date: 09/08/2023
September 5, 2023

*******************************
**************** NW
**********, ** 98329

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

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

On September 5, 2023, we received your rebuttal, dated September 1, 2023, filed with the Better Business Bureau.

You rejected our response, as you are unable to use your credit balance towards the purchase of data packs. You also indicated that customer service never offered you any resolution to any of your complaints when you called in. You requested the $15.00 refund as a check as the credit card is no longer valid.

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

Our records indicate that our customer care agents offered several solutions each time you called in; however, you declined all offers presented to you as you continued to demand to be switched back to Boost Legacy.

In the interest of customer service, a refund check of $15.00 has been requested.

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

                *********************;
Initial Complaint
Date:07/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 20, 2023 I purchased a phone and Boost mobile gift card to activate device. I have attempted to activate phone online, by calling Boost, and at the Boost store. The web site is able to determine the monetary value on the gift card but each time I attempt to submit the transaction a server error message is provided and the phone can not be activated. I refuse to spend additional money which was the service technicians suggestion to activate the account. I attempted to return the gift card but was told Boost did not have a mechanism to do so and suggested I sell it to a friend.
Business Response
Date: 08/17/2023
August 9, 2023

*************************************
***********, ** 45502

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

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

On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

You stated that on July 20, 2023, you purchased a Boost Mobile phone and gift card. You said you were unable to activate the phone online, through customer care, or by visiting a ******************** store. You mentioned that you have received error messages when attempting to activate service. You requested a refund.

As stated in Boost Mobiles general terms and conditions,Re-Boost cards must be applied to your account within the time specified on the card. All Re-Boost sales are final and non-refundable regardless of who uses or possesses your mobile phone or device after you purchase service, and regardless of whether the mobile phone or device is used with your consent or knowledge.

Your account does not show any calls have been received by customer care nor has a ******************** retailer called in for additional support to get the phone activated. Please contact customer care at **************** for assistance with activating the service.

We respectfully decline your request for a refund, as Re-Boost sales are final and non-refundable.

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

                *********************
Initial Complaint
Date:07/21/2023
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 bought a boost mobile phone and Sim card. Called to activate, got ran around the **** with reasons that it wouldn't work due to Sim. Was told to go buy yet another Sim. Spent more money to be told the one I just purchased was out of date. They then sent me another new Sim. To be told that this one will not work either. And I need to go buy yet another Sim and another new phone. They refuse to help and keep having me spend money that is nonrefundable on there products. Both Sim and phone were just purchased.
Business Response
Date: 08/14/2023
August 8, 2023

*********************************
422 ************.
*******, ** 59725

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

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

On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

You said that you bought a Boost Mobile phone and SIM card, but it did not work when you called in. You were told to go buy another SIM card, which you were told was out of date. The third SIM card you received did not work either and you were advised to purchase a fourth one. You requested a refund.

I was not able to locate an account in your name or with the email address provided in your complaint. The account that is associated with the phone number you provided is in the name of another individual and unfortunately, I cannot disclose any information regarding this account due to privacy reasons. However, if you will respond to my August 4, 2023, email with screenshots of the purchase receipt and/or purchase confirmation and the **** number on the packaging, I can look into this matter for you.

Please note that if the phone and SIM card were purchased at a Boost Mobile retail store or another retail outlet, they are independently owned and operated and you will need to work directly with them to arrange for a replacement or refund.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/14/2023

Complaint: 20358665

I am rejecting this response because: I sent an email back to company representative. Response was never followed up on after there initial reach out. My reply back is attached. I responded immediately after email was received.

Sincerely,

*****************************
Business Response
Date: 08/29/2023
August 25, 2023

*********************************
422 ************.
*******, ** 59725

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

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

On August 23, 2023, we received your rebuttal, dated August 22, 2023, filed with the Better Business Bureau.

You said you filed a rebuttal because I did not respond to your email.

I apologize, but I inadvertently missed your email. Nevertheless, as stated in my response to your original request for a refund, purchases made at a retail outlet and not Boost Mobile directly are not refundable. Although it is regrettable that ******* will not work with you to reach a mutually beneficial resolution,Boost Mobile did not receive the proceeds of the sale; therefore, we cannot issue a refund.

Sincerely,

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

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

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

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