Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,973 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:07/18/2023
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 boyfriends phone was stolen and we have been to two different Boost Mobile locations a total of 4 times and have called customer service 6 times to recover his account number so he can get his phone number activated with a new provider. The customer service representatives refuse to give him the account number and refuse to reset his password for his boost mobile account so he can gain access and his account number. When we call customer service they tell us we have to go to Boost Mobile store, then when we get to the store they tell us that they cant give us the information and that we have to call customer service. We have been running in circles for days. His phone and wallet were all stolen from him and he cant get access to his email, bank accounts or anything without his phone. He absolutely has to have the same phone number and Boost Mobile continues to refuse to give him his account number in order to keep his phone number. The only way they will let him keep his number is if he keeps his service with Boost Mobile. He foes not want to continue to fo business with them and because of that they are refusing to give him the information he needs to switch to another carrier
Business Response
Date: 08/12/2023
August 1, 2023

**************************************
*******,** 60189

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

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

On July 24, 2023, we received your complaint, dated July 18, 2023, filed with the Better Business Bureau.

You stated that your boyfriends phone was stolen and you attempted to get the account number, but you claimed the customer care representative refused to provide you with the account number. You said you were directed to a retail store, but you were unable to get a resolution.

My attempts to contact you on July 29, 2023, and August 1, 2023, at ************** were unsuccessful, but I left a message each time. I also sent an email to ************************** with a request that you contact me.

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

We regret any inconvenience you may have experienced.

I was unable to locate your boyfriends account with the information provided, so I am unable to provide the account number or port out ***.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/18/2023
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 went in to a Boost Mobile store in person and I paid them toward my account I have a gov assistant account and they pay 30 dollars of my bill but I wanted to upgrade my services. The girl swiped my card the first time and said it didn't go thru then she did it a 2nd time and it went thru. I have a transaction id for both and a receipt for both transactions so I need to be refunded for the extra 20 dollars I was charged. I called customer service and told me I had to file a dispute with the card company. Then I was told I needed to file a dispute with Boost headquarters. I learned in June that I could not access my account on line. I have reached out over the past month with no resolution. When I log in to my online account it shows a different phone number associated with my account. I submitted 3 tickets with the IT department and nothing has been fixed. I keep going on there site and every time I try to log in to my account and nothing happens. I am very disgusted with Boost Mobile. The service is bad now I have been with them since 2011. This has been going on for a month and I continue I have tried to resolve this and no one has helped **** downloaded and app that doesn't even acknowledge the payment I already made.
Business Response
Date: 08/12/2023
August 1, 2023

***********************************
1815 ***********.
*********, ** 63106

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

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

On July 25, 2023, we received your complaint, dated July 18,2023, filed with Better Business Bureau.

You stated that when you try to log into your account on a desktop computer, the system logs you into your sons account instead. You also mentioned that you made a double payment around July 1, 2023. You requested a resolution to the login problem and a refund for the double payment.

When we spoke by phone today, I informed you that I sent an email to our back office team to see if we can locate the cause of the login problem.I also applied a $20.00 credit to your account as compensation for the overpayment, and I gave you my contact information. Please contact me directly with any additional questions you may have.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/18/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I noticed I was getting emails from Boost Mobile to pay my phone bill and notifications about using up all my data. This is an issue because I do not own a Boost Mobile phone. I tried calling customer service but they would not help. I found how to log into the Boost Mobile account by putting in MY email address, clicking on Forgot Password and was able to reset the password to get into the account. This proves someone has opened a phone account under my personal email address fraudulently. The phone number tied to that account is ************** and when I tried calling it, the lady would not cooperate and hung up on me. I called Boost Mobile back and they still will not help me. This is fraud and yet the company doesn't have anyone who can help me resolve this.
Business Response
Date: 08/12/2023
August 1, 2023

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

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

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

On July 24, 2023, we received your complaint, dated July 18,2023, filed with the Better Business Bureau.

You claimed that your email address was used by someone else to set up a Boost Mobile account. You expressed concern with the customer care you received, as you were unable to get a resolution.

I updated the email address on the Boost Mobile account, so you will no longer receive emails regarding it.

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
                ***********************************350
                ******,** 80210

                *****************************
Initial Complaint
Date:07/18/2023
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 international data roaming e-sim packages for ****** through this website: *************************************** and received confirmation of purchase via email, because I needed phone service during a recent visit to ******. The reason for filing this complaint is because I was never able to use the international roaming package even after multiple calls to support (Boost Mobile Support ************. Boost Mobile is owned by Dish Network). It appears that NONE of the support members including supervisors were aware of the existence of the Boost E-*** international package plans nor did they have any knowledge of how this program is supposed to work. They kept referring me to their TODO ****** and ****** plan which does not include making calls TO ******-only receiving calls from ******. I received a variety of answers from various phone calls to support and finally one team member determined that I would need to have my phone and my partner's phone (iPhone 12 and iPhone SE) unlocked. Even after having the phones unlocked (24 hours later), the steps on the Boost E-*** website only led me to a message: "Call your phone carrier". I called and spoke to Boost Mobile support a few more times and received the same response that they did not know what I was talking about although they could see that I had indeed purchased the e-sim package. This international data roaming e-sim package sounds like an amazing and convenient program however misleading when Boost Mobile support was not able to help me actually use the program. I want my money refunded and I would like Boost Mobile to resolve the issue of how to make the Boost E-*** plan work for Boost Mobile customers. I have been a Boost Mobile customer for more than 10 years and have been pleased with their service thus far. I am disappointed about this recent challenge in being able to use a service within the umbrella of Boost Mobile. The uploaded images are for my purchase. My partner has a similar email confirmation
Business Response
Date: 08/12/2023
August 2, 2023

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

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

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

On July 25, 2023, we received your complaint, dated July 18,2023, filed with the Better Business Bureau.

You said you purchased an International Roaming eSIM package to use during a trip to ****** from boostesim.com, but it did not work. When you called and spoke to Boost Mobile representatives, none of them knew anything about it. You requested a refund and a modification or discontinuance of the service.

When we spoke on August 2, 2023, I explained that this is not a Boost Mobile product or service,which is why none of the ************* representatives were able to provide any information about it. However, Boost Mobile *********, which has no affiliation to Boost Mobile ***, may be the owner of this site.

As a courtesy and due to the misunderstanding, I applied a credit for the $10.00 you paid for the service.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/18/2023
Type:Sales and Advertising 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 signed with Boost Mobile during their Black Friday deal in December of last year. I was told after making three monthly payments, I would receive a $200 E-gift card. As of today I still have not received it. I could really use that money right now as I am low income. I want what was promised. I did my part, now they need to hold up their end of the deal. If they never intended to give these gift cards, they should have never started the promotion in the first place.
Business Response
Date: 08/11/2023
August 1, 2023

***************************************
***************************************** 303
********, ** 21001

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

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

On July 24, 2023, we received your complaint, dated July 18,2023, filed with the Better Business Bureau.

You said you met all the requirements of the Black Friday $200.00 eCard promotion, but you never received it.

As stated in my email,dated August 1, 2023, this promotion has expired and is no longer available for issuance. Along with the requirement to make a certain number of payments by a specific date, you were also required to redeem the eCard after receiving a text and/or email message no later than May 29, 2023. However, I am willing to apply a credit to your account equal to two months of payments, or $114.00, in lieu of the card. Although not in the form of a card, these funds will not be deducted from your account and can be used for other purposes.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/11/2023

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:07/18/2023
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.
Money was taken out of my account by ****************** for phone service when Im not with them anymore
Business Response
Date: 08/11/2023
August 1, 2023

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

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

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

On July 25, 2023, we received your complaint, dated July 18,2023, filed with the Better Business Bureau.

You stated that you were charged for service despite no longer having Boost Mobile service. You requested that we issue a refund for your last monthly payment.

Due to the nature of prepaid service, without submitting any official request to disconnect your service it is automatically renewed for the next billing period when payment is made. As you are enrolled in AutoPay and no request to disconnect your service was received, the charges remain valid. As our system indicates that the service line has consumed network resources during this billing period, and our terms and conditions state that all payments remitted to Boost Mobile are final and non-refundable, your refund request is respectfully denied.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/17/2023
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 noticed unauthorized charges of $50 on my credit card for *** and for June 2023 from Boost. I called them at ************** to ask where this was coming from since I used a different provider (PCS Metro) *********** service. At the time, I didn't even know who Boost was. I also pay Metro via my online checking each month, not through my credit card. Boost told me they couldn't identify who was charging my card and to dispute the charge. PCS ***** told me they are a completely different company and knows nothing about anything.I disputed the charges as fraud with my bank who refunded $100 to me, but I had to cancel my credit card and have a new one issued. This is more than a nuisance since it's weeks without the card that is used for a number of recurring payment with a few saying I was late but I had to wait to receive the new card to get the new number. I saw online that PCS Metro is now a division within T-Mobile who contracted with ATT to provide wireless service called Boost. This is the only link I can find between me, cellular service and Boost. Today, July 17, 2023 I noticed a new $50 charge from Boost made on July 7th. I have never authorized this charge, I do not and have never used this provider and resent the fact that this company will not take responsibility for this situation and hence making their issues my problem. The resolution I want is a refund of $50 charge made in July 2023, a cancellation of whatever account or information they have on me, never again to bill me for services not authorized and an apology for time spent by me and putting my good credit in jeopardy. If Boost feels there is a legitimate reason why these charges are occurring, then they should state it; not flippantly tell me to just dispute it - what an insulting response. Then they continue to charge me!
Business Response
Date: 08/11/2023
August 8, 2023

*****************************
**********, ** 95626

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

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

On July 25, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.

You said Boost Mobile charged your credit card $50.00 in May 2023 and June 2023. You stated that you were told to dispute the charges through your financial institution, and you had to cancel your card. You mentioned that on July 7, 2023, Boost Mobile charged you $50.00, and you requested a refund of that charge and not to be charged or contacted by Boost Mobile again.

You will need to continue to work with your financial institution to dispute any unauthorized charges made to your credit card and keep your financial institution aware of potential fraud being made against you and your accounts.

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.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/15/2023

Complaint: 20336318

I am rejecting this response because:
The resolution offered does not get to the source of Boost's billing on my credit card. My bank will allow a dispute of Boost's charges but also requires cancellation of my credit card and issuance of a new card. This results in waiting for the new card via mail, waiting for new numbers on new card, changing all accounts associated with my credit card and by then, a new monthly billing is being posted by Boost. According to their response to my initial complaint, their resolution is to continue this cycle every month.
I would like Boost to respond with the source of their billing since there must be an account within ********************** for them to access my new card's number. Where did they get my personal billing information; what is their association with T-Moblie; what is their association with ATT; does T-Mobile pull personal data from my PCS Metro cell phone account?
********************** is an internet service provider; I use ******* for internet service. ATT provides cell service; I use PCS Metro for cell service
This is not my Bank's problem, this is ***-Mobile, ATT and/or Boost problem. Do I need to contact T-Mobile? ATT?
I would really appreciate some sincere action on Boost's behave to resolve this problem.

Sincerely,

*************************
Business Response
Date: 08/30/2023
August 29, 2023

*****************************
**********, ** 95626

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

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

On August 24, 2023, we received your rebuttal, dated August 23, 2023, filed with the Better Business Bureau.

You said you want to know how Boost Mobile obtained your credit card information and what Boost Mobiles affiliation is with T-Mobile and AT&T.

We would be unable to identify how your credit card information was used to make a payment on someones Boost Mobile account. You will need to continue to work with your financial institution to dispute any unauthorized charges made to your credit card, and keep them aware of potential fraud being made against you and your accounts.

Boost Mobile is a Mobile Virtual Network Operator (MVNO) offering a variety of cell phone plans operating on T-Mobile and AT&** networks.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/17/2023
Type:Order 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 13 2023 Boost mobile decided they were going to Illegally moniture my data provided to me from the Government affordability connectivity ******* which they agreed to take party in,every since the date mentioned above boost mobile has decided to slow down my data and moniture it,This has gone far enough with people working in these office abusing their authority they think they have,usually my data would always roll over from one month to the next but boost has decided the would give me what they want me to have when I signed up for this Gov ******* like others I was offered unlimited data month to month and some Bigot working for Boost mobile decided other wise,At this point they need to restart my data before civil charges are filed. Desired outcome reinstate my data Period
Business Response
Date: 08/11/2023
July 29, 2023

*******************************
99 *********.
******, ** 02115

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

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

On July 21, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.

You stated that you experienced changes in performance when using applications that require data usage, and claimed Boost Mobile is illegally monitoring data usage. You also expressed concern that you inquired about the unlimited plan in the store, but the agent did not put you on an unlimited plan.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

Because Boost Mobile is providing you the service, your data usage is monitored.

Unlimited data plans are only available online and on the Boost One app.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/17/2023
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 6/20/23 we ordered an iPhone 12 from Boost Mobiles website for a total of $212.99. This was completed through a PayPal credit card and went through successfully. This also showed successful in our boost mobile account showing a "complete" status with order number 1365-113968-4810. We received the iPhone approximately a week later, however, our boost account still showed a negative balance with a reoccurring charge for the $212.99 which had already been paid for and delivery fulfilled. We then proceeded to contact customer support over the next few weeks spending several hours on the phone with supervisors who each said the problem would be escalated, but the balance never got resolved (no ticket numbers or ETA's could be provided). Boost did acknowledge that this had to be an error on their end as they wouldn't have sent a product without receiving payment first. We then paid our monthly bill of $35 on 7/03/23 when the bill cycled, but because the balance still reflected the iPhone charge, service was suspended. We were finally able to reach a supervisor who placed 3 tickets for the balance, service reinstatement, and credit for the days that we paid for but were unable to use. We were told 72 business hours turn around time. After 72 hours the problem was still not resolved. We called back in to another supervisor who informed the tickets were closed and "Not enough information" was notated. They then reopened the tickets and quoted another 72 business hour turnaround time. It has now been another 72 business hours and nothing has been resolved, and we have not been contacted via phone or email like we were told. We are now approaching a month with no resolution and no progress made by Boost. Boost did credit the account $40, and a supervisor also credited the account another $25, but this is useless and pointless without service. We are just looking to have the balance fully corrected and our phone service properly restored.
Business Response
Date: 08/10/2023
August 2, 2023

*******************************
*******************
*******, ** 32738

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

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

On July 25, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.

You stated that when you purchased your iPhone 12, payment for this device did not show up on your account. As a result, you had a past-due balance and your service was interrupted. You requested your payment for the phone be reflected on your account and your service restored.

Your account was impacted by a systematic issue that our teams are diligently working towards a fix; however, there is currently no ETA on when the issue will be resolved. Meanwhile, as a courtesy, I applied a credit to your account to bring it current and restore your service.

We apologize for the inconvenience.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/11/2023
To Whom it may concern, I was not able to respond sooner due to illness. Although Boost Mobile responded in what can be perceived to be a positive outcome they have not rectified the issue with my account. In addition I was giving a zero estimated time of correction with my account. This has been an ongoing issue since early June. Boost Mobile's web site clearly shows that phone was paid in full. They clearly have a system disconnect with their website and their new app as told to me by several representatives and Supervisors. Boost Mobile's response that my account was impacted by a systematic issue that their teams are diligently working towards a fix; however, there is currently no ETA on when the issue will be resolved is completely unacceptable. Boost Mobile states as a courtesy, a credit was applied to my account to bring it current and restore your service. Yet I still had to pay service fee for August after so much stress and inconvenience. Boost Mobile needs to rectify their error in an acceptable and appropriate an time frame. It has been three months and I was giving a zero ETA. All I am asking for is help with the complete correction not a temporary of the error on my account. Thank You ***************************
Business Response
Date: 08/23/2023
August 23, 2023

*******************************
*******************
*******, ** 32738

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

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

On August 21, 2023, we received your rebuttal, dated August 18, 2023, filed with the Better Business Bureau.

You claimed that the credits you received did not resolve the issue, and you disputed having to pay for service in August 2023. You also claimed that you were not given an estimated date as to when this issue will be resolved.

You received a total of $215.00 worth of credits, which covers the payment for your iPhone 12. Additional credits are not warranted, as we added credits to the account to cover the missing payment.

We strive to provide excellent customer care 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:07/17/2023
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 Mobile is stealing my money. I paid my phone bill in full on June 27 and my service has yet to be restored. I purchased two new phones because customer service insisted that was the problem. Two phones, two sim cards and five store visits later, I still have no service. Went back to the store to be told that my previous payment did not reflect and went towards a previous month and must pay again. Against my better judgment and desperation for my phone I did and still no service. Charging me for a month when I did not use the phone on a prepaid service is illegal. I have spent over $1000 to rectify your issue to no avail. I want alll of my money back spent since June 27th REFUNDED BACK TO MY ORIGINAL PAYMENT! I DO NOT WANT YOUR CREDIT AS I AM LEAVING THE COMPANY. I am also contacting the *** in reference to the illegal locking of my port and password information. I have had repeated issues with this company stemming beyond the security breach earlier this year. STAY AWAY FROM SCAMMING BOOST MOBILE.
Business Response
Date: 08/10/2023
August 10, 2023

*********************************
******************************
**********, ** 20874

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

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

On July 24, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.

You said you experienced technical issues. You stated that you were advised to purchase a new device to resolve the issues, but it did not work. You requested a refund.

Our records indicate that your service was suspended on June 14, 2023, due to nonpayment. One June 27, 2023, you contacted us and requested to restore your service without making a payment or with a partial payment,which we are unable to do. You downgraded your plan and restored your account;however, you reported that you were still experiencing technical issues. Agents attempted troubleshooting, but you indicated that your service was still not working. You received two $5.00 adjustments as a courtesy.

I reviewed your calls to us and could not find an instance wherein you were advised to purchase a new device.

You ported your numbers out and disconnected your account on August 3, 2023.

As a courtesy, I refunded your last payment of $19.28.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/24/2023
Not resolved as the main payment made was not refunded. Not an acceptable resolution. I never received services.
Customer Answer
Date: 08/24/2023
Not resolved as the main payment made was not refunded. Not an acceptable resolution. I never received services.
Business Response
Date: 09/20/2023
September 18, 2023

*********************************
******************************
**********, ** 20874

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

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

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

You requested an additional refund.

As you indicated that your service was not working, I requested your $29.28 payment be refunded to you. 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
                ***********************************350
                ******,** 80210

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

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