Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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 ComplaintThe 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:07/14/2023
Type:Service or Repair IssuesStatus: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 since virgin mobile ended and boost took over as carrier. I had a **Stylo 6registered with boost had the for 11 months and 2 weeks when I purchased another boost phone current ******* phone that after 3 weeks We finally got unlocked However the ** phone is still Boost locked and they are saying they cant find it nor unlock it This is a 300 dollar paperweight if they wont unlock it. Their response has been "Go on ******* and jailbreak it" Is my understanding according to the *** is that if all my responsibility had been filled They have to unlock it for free or provide a phone.I had the ** on plan for **** months Only when my ******* phone was activated was the ** dropped from plan I kept the ******* on with Boost till last night which well past another years on plan with Boost. I just want The ** unlocked or replaced.Business Response
Date: 08/07/2023
August 2, 2023
*********************************
***********************
*************************, ** 71901
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 20, 2023, we received your complaint, dated July 14,2023, filed with the Better Business Bureau.
You requested to have your ** Stylo 6 unlocked.
A review of our records show that the phone in question was unlocked on July 7, 2023. Please note that if a PIN is requested to complete the unlock process, please use 132599.
For reference, our unlocking policy can be found at *********************************************************************.
Please note that, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:07/14/2023
Type:Service or Repair IssuesStatus: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 Boost Mobile customer since 2009. I currently have a "Family Plan" with Boost Mobile, for which I pay $100.00 each month (via auto pay), that provides cellular service for 3 telephone lines: one each for my two daughters and one line for me. On Monday, (July 10, 2023) I decided to switch cellular service to ******* and placed a purchase order with *******. On Monday afternoon, a ******* agent (******) called me on my cellphone (ending in ****) and told me ******* was able to transfer my daughters' two cellphone numbers to ******* but that Boost Mobile was claiming that they had deactivated my cellphone, and my cellphone number could not be transferred to *******. This was news to me. The ******* agent and I then contacted Boost Mobile around 2:30 pm EST (Monday, July 10) and spoke with a H31353135****33303534H agent who told us that H31353135****33303534H had made a mistake and that it would take about 24 hours to resolve. A ******* agent (******) and I called H31353135****33303534H back on Tuesday afternoon (July 11) and were told by a H31353135****33303534H agent that the mistake had not been corrected, that the H31353135****33303534H agent had "escalated" the issue to the "back office", and we should call back Tuesday evening. A ******* agent (********) and I called H31353135****33303534H back on Tuesday evening (July 11) at 9 PM and spent almost 2 hours on the phone with a H31353135****33303534H agent who was unable to "reactivate" my telephone number so that it could be transferred to *******, and was not able to get us in contact with a H31353135****33303534H supervisor to solve the problem. A ******* agent (*******) and I called H31353135****33303534H on Wednesday morning (July 12) to try to speak with a H31353135****33303534H supervisor but were advised by a H31353135****33303534H agent that we should call back in the afternoon as all the supervisors were occupied. A ******* agent (*****) and I called H31353135****33303534H on Wednesday afternoon at 4:30 pm and spoke with a H31353135****33303534H supervisor (Myse). **** told me that H31353135****33303534H had suspended, disconnected, and deactivated my telephone line (ending in ****) around June 17, 2023 for failure to pay and that my telephone number could not be reactivated and transferred to ******* so that I would have to get a new phone number form *******. I explained that my credit card was on file with H31353135****33303534H, that H31353135****33303534H was taking $100 every month via "auto pay" and that I had never failed to pay my bill in the 14 years I was with H31353135****33303534H. I also checked with my credit card company and have statements showing that H31353135****33303534H took $100 every month, including May 18, 2023 and June 18, 2023, months during which the H31353135****33303534H supervisor was claiming that I had not paid. The H31353135****33303534H supervisor told me that there was nothing I could do to retain my cellphone number and transfer it to ******* and that I would have to get a new number and contact each of the ***** people in my phone directory to give them my new number. I pointed out to the supervisor that I was speaking with her on my cellphone, that I was using it every day, and that the number clearly had not been disconnected. I called H31353135****33303534H customer service at 7:40 am on Thursday, July 13 and the agent confirmed for me that H31353135****33303534H had received (via auto pay) my full $100 payment every month, including May 17, 2023 and June 17, 2023. The H31353135****33303534H agent reiterated that H31353135****33303534H had made a mistake, that I had paid on time and that my number should be transferable to *******, just as my daughters' numbers had been. She further explained that there had been huge technical issues in transferring data from H31353135****33303534H to the new owners in May and June, which were Dish Wireless and T-Mobile.Business Response
Date: 08/07/2023
August 7, 2023
Mr. ***********************
**********************************br>*************, ** 20901
Re: BBB Complaint # ********
************ - *************
Dear **************:
On July 20, 2023, we received your complaint, dated July 14,2023, filed with the Better Business Bureau.
You said you were told that one of the three numbers associated with your account could not be ported to Verizon. You stated that a Boost Mobile representative told you that you did not make a payment in June 2023, which is the cause of this issue. However, you said another Boost Mobile representative told you that you did make the payment and it is a Boost Mobile error.
As stated in the email I sent you on August 7, 2023, even though we continue to research this issue and its cause, it does not appear that the phone number can be ported out to another carrier.
We apologize for the inconvenience this has caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 08/10/2023
Complaint: 20320710
I am rejecting this response because: Boost Mobile deactivated my cell phone number for no reason. I have had this number since 2009, I did not request that my number be deactivated, and I always paid my bill on time through Auto Pay. By deactivating my phone number, Boost Mobile has also blocked me from transferring my number to ******* forcing me to get a new number and having to notify over ***** contacts. When I asked why my number was deactivated, I was initially given two reasons that were not true: 1) I had not paid my bill, and 2) I had requested termination of my number. Boost Mobile representatives subsequently acknowledged that I had always paid my bills on time and I had not requested that my number be deactivated. However, they were not able to explain why they had deactivated my number.Because I had to get a new phone number, I have spent many hours reconnecting with business associates, clients, friends, and family. I have lost clients and my professional reputation has been damaged. Boost Mobile has made no efforts to compensate me for their error. This is unacceptable.
Sincerely,
***********************Customer Answer
Date: 08/19/2023
The ** ******************************** states "If you're switching service providers and remaining in the same geographic area, you can keep your existing phone number." I am remaining in the same geographic area. Thus, Boost Mobile has broken the law by denying me the right to transfer my cell phone number to an alternative provider ********** Boost Mobile claims that they deactivated my old number, and cannot reactivate it, and provides no explanation for why it did so. This has forced me to to acquire a new cell phone number (with *******) and forced me to have to contact over ***** clients, colleagues, friends, and family members to give them my new number. I have lost business and time, and suffered damage to my professional reputation. Boost Mobile has not compensated me for my losses. And yet, the Better Business Bureau claims that Boost Mobile has satisfactorily responded to my complaint. This is not correct, just, or reasonable. I am extremely disappointed in the BBB and I anticipate that I will never support or use your services again. This is shameful.Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus: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 have started to contact boost infinite customer service on Friday July 7th regarding issues with my sim. My phone hasn't had any damage and has never had a problem with the sim from my prior servicer. I started having issues with my phone stating no sim multiple times on 7/7. I rebooted my phone, went in airplane mode, insured there was no system updates, and powered the phone down to inspect the sim to make sure it didn't have any signs of damage. I contacted boost support where they had disconnect the first chat while I was entering information on their secure form. Second agent also didn't provide any type of resolution at which I spent over an hour in chat with. On Monday, I tried to message with boost again with no resolution and still having issues with it randomly dropping service with no sim message on phone. I called boost support after still having issues and got an agent who wasn't at all helpful and couldn't understand any English. Second call resulted in agent understand situation, all troubelshooting that already took place. Offered to send me a new sim which is all I was requesting or to work with another tech consultant. My new sim showed up today, 7/13. I tried to chat with an agent which took over 40 minutes with again no resolution and my phone still dropping service. He is trying to do the troubleshooting that was already done instead of helping activate the new sim. They have no customer service at all and I still don't have my issue resolved. This is causing issues as I don't have reliable service and it's not my device. I would like a refund of my time for the several hours I have now spent trying to resolve this issue and services I can't use because my service keeps saying no sim for hours at a time.Business Response
Date: 07/18/2023
July 14, 2023
***************************************
********************************
***********, ** 49333
Re: BBB Complaint #********
************ - *************
Dear ************************:
On July 14, 2023, we received your complaint, dated July 13, 2023, filed with the Better Business Bureau.
You stated that on July 7, 2023, you began having problems with your device not recognizing your SIM card. You requested a replacement after going through the troubleshooting steps, which you received on July 13, 2023; however, when you contacted us to activate it, the agents you interacted with just wanted to go through the troubleshooting steps again. You requested a billing adjustment due to the number of times you had to contact us.
Please visit ********************************************* for steps on how to activate your replacement SIM card. If you need assistance, please call ****************.
A review of your account reveals that you have been uncooperative with the agents while they are attempting to go through the troubleshoot steps and trying to activate your replacement SIM card. Please note, they do have specific steps to follow with activating a SIM card and we ask that if you do reach out, please cooperate with them.
For the seven days you were without service, a credit of $6.00 has been applied to your account.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 07/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I had 8 agents in which I had provided all the necessary information regarding troubleshooting that was done and they continue to take me through loops each time. It took a phone call requesting a supervisor to get a sim issued and 6 hours of loss of service completely to get the new sim activated with a quick chat interaction. Being that it took until the sim completely stopped working to resolve this issue. The service received was very poor with the exception of the two agents that were able to understand what had already been completed.
This has been a very negative experience with a company boosting excellent service and customer satisfaction especially when they blame the customer for not wanting to go through troubleshooting 6 times and with 8 agents to get resolved.
Sincerely,
***********************************Initial Complaint
Date:07/13/2023
Type:Customer Service IssuesStatus: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 for the last 2 months they are charging me for two boost *** on two lines one line I was paying for ************ the other line phone was paid for with cash I dont own any money on the second line its been 2 months they cannot get any thing resolved I have to keep calling and telling them I only have one phone Im paying for but they keep charging me for the other phone my bill started going up when they merged with another company my bill was ok all the way up till May then my bill started changingBusiness Response
Date: 08/07/2023
August 3, 2023
***********************************
2633 **************.
***********, ** 63136
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 20, 2023, we received your complaint, dated July 13,2023, filed with the Better Business Bureau.
You said you were double billed for your device installment billing.
I forwarded your concerns to the appropriate team to investigate and correct this issue. We credited the current $22.00 overcharge and found that your device balance was paid with your last payment. As such, your next monthly bill is for service only.
We sincerely regret any confusion or inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus: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.
To whom it may concern, On 7.11.23 I called Boost Mobile because My phone data stopped working. On 7.5.23? I called Boost customer service and updated my plan to add data. Per the **************** rep my updated plan would go into effort immediately unfortunately she lied the updated plan goes into effect in ******************************************************************** running out of data forcing me to purchase additional data. All calls are recorded and I am sure my claim will be supported. Finally the **************** reps at ********************** were very unprofessional. The goal is to credit back the $30.00 I had to spend because the plan was not updated as I was promised.Business Response
Date: 08/07/2023
August 3, 2023
*****************************
*********************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 20, 2023, we received your complaint, dated July 13,2023, filed with the Better Business Bureau.
You said that you upgraded your plan and the agent you spoke with told you that it would take effect immediately, but it did not. You requested a $30.00 credit, as you had to purchase additional data.
A review of your July 5, 2023, call found that the agent never indicated the new plan would take effect immediately. Please note that downgrading your plan takes effect upon your next due date. As the agent advised you, your next months balance will reflect your updated plan price.
While we sincerely regret any confusion this issue may have caused, we are unable to provide you with the credit you requested.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:07/13/2023
Type:Product IssuesStatus: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 June 3, 2023 I bought a boost mobile phone from Target in *********, ** and then tried to register it at home. I created an account (account number ************* and they charged me $26.60 for the first month of service. I did not receive a phone number and my account was never turned on. Since that day both myself and my father have tried calling them at least 10 times to get it turned on and each time the customer service person told us that it was all set and it would be turned on in 3 days. It was never turned on. Today I called two times, the second time they told me "a number has been assigned but your phone isn't taking it. We can't turn it on. Also, since it has been more than 10 days we can't refund the money." I want my money back. I paid for a service they can't or won't provide.Business Response
Date: 08/07/2023
July 28, 2023
*****************************
78 ***************.
***** Creek, ** 13145
Re: BBB Complaint # ********
************ - *************
Dear ****************:
On July 20, 2023, we received your complaint, dated July 13,2023, filed with the Better Business Bureau.
You said that you purchased a phone at a Target store in *********, ** and you were charged $26.60 for the first month of service, but you could not get the phone to activate, and now you just want a refund.
When we spoke today, July 28, 2023, you confirmed that you just want a refund. I informed you that I would initiate the refund and to allow 15 business days for processing.
We regret any inconvenience this may have caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:07/13/2023
Type:Service or Repair IssuesStatus: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 Jan..6th, 2022 I made the first payment on my boost mobile bill for a boost up (new phone), the boost up amount is an additional $23.00 added onto my bill, brining monthly total to $80.00. After making the payment I received notification that I only have 17 more boost up payments to go. June.6.2023 was supposed to be the last monthly bill that includes the additional $23.00. However, on July.6.2023 I still had to pay for the boost up even though I've completed all payments. I've called the customer service multiple times, I've been hung up on, they've created tickets, and transferred me to the supervisor. However, they still haven't resolved my issue. The first time I called they claimed that it was because they have a new system and none of my payment history was transferred over. The next few times the excuse changed, and the supervisor actually told me to call back three days before my next billing date which is what I did before with no change, I would just like my monthly billing to be adjusted correctly and get a refund for the month of July. I would also like to add that I've received text message and email confirmation that I am finished with my boost up paymentsBusiness Response
Date: 08/07/2023
July 28, 2023
*********************************
**********************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 20, 2023, we received your complaint, dated July 13,2023, filed with the Better Business Bureau.
You stated that you made all your BoostUP payments, but you claimed you are still being charged for installments. You expressed concern with the customer care you received, as you stated you were unable to get a resolution.You requested a billing adjustment.
This is a known issue and we are actively working towards a solution. We currently do not have an ETA as to when it will be resolved.
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.
As a courtesy, I applied a one-time credit of $23.00 to your account.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:07/12/2023
Type:Sales and Advertising IssuesStatus: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 2 data addon packs July 11th $10 2 gig addon July 12th $10 2 gig addon Neither one was ever added to my account. When I spoke to a supervisor after being on hold for 45 minutes, she wanted me to make another $10 purchase to add to my account, then give me a $10 credit to my account. I said no, I'm not paying anymore money.Business Response
Date: 08/07/2023
August 3, 2023
*******************************
*********************************. 5A
******* Park, ** 12065
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 17, 2023, we received your complaint, dated July 12,2023, filed with the Better Business Bureau.
You said you purchased two data pack add-ons July 11 and 12,2023, that were not added to your account. When you contacted us, we wanted you to make another $10.00 purchase to add an additional data pack.
When we spoke on August 3, 2023, I informed you that the data packs in question are showing as being added to your account, and the data was used. As a customer satisfaction gesture, I applied a one-month credit to 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:07/12/2023
Type:Service or Repair IssuesStatus: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.
July 11th, my services with Boost Mobile were terminated due to "violating ****** and was not given a specific reason. I called the number that texted my phone and was told the reasons can vary including "excessive phone calls & network usage" to which I had not violated. Over the last week I have been getting multiple scam calls & robocalls but had not answered them. The call amounts averaged 15 a day, but I had not answered any of them. I was told they would pass this on to the appeals department for them to investigate. I followed up that call with another this morning, July 12th. This time I was told there was nothing they could do but it looked like I had been making all these calls, when I was in fact receiving them. They then gave me an e-mail to escalate the situation only for the e-mail to tell me in vague terms the ways I could have possibly violated ****** ******* by their own definitions, I had not violated anything. They repeatedly put "at their sole discretion" they could terminate and they would not be refunding anything. I've been with Boost for over 10 years, rarely paying my bill late and not even using that many minutes month to month, nor data as I connected to wifi primarily.Business Response
Date: 08/07/2023
July 26, 2023
***********************
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 17, 2023, we received your complaint, dated July 12,2023, filed with the Better Business Bureau.
You expressed concern that your account was disconnected without your authorization.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.
For any additional concerns regarding this issue, please email ***********************************.
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: 08/08/2023
Complaint: 20313913
I am rejecting this response because:
It is highly unethical to have T&C that does not SPECIFICALLY indicate the violation AND keep my money. Having ****** vague terms is pathetic, as I've seen many other people who have fallen to your poor business plan. It's a shame; I was a customer for a very long time, and to have my phone shut off for NO SPECIFIC reason hurts and made it difficult to contact family, work & take care of financial issues. I want my money back and you should refund everyone you've inconvenienced.
*******************Business Response
Date: 08/25/2023
August 22, 2023
***********************
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 21, 2023, we received your rebuttal, dated August 18, 2023, filed with the Better Business Bureau.
You expressed frustration with your service being disconnected and you stated you were never given a reason for your terms and conditions violation. You requested a refund.
As previously stated, you will need to reach out to *********************************** to get more information on the terms and conditions violation.
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. As such, your request for a refund is denied.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 08/28/2023
Complaint: 20313913
I am rejecting this response because:That is completely pathetic. Vague terms, lacking in SPECIFIC reasons. Keep the money, I'm just one guy, but I'll do my best to let people know how shady and unethical this company is. I feel sorry this is how I've been treated when I did ABSOLUTELY NOTHING to violate the ridiculous terms & conditions.
*******************Initial Complaint
Date:07/12/2023
Type:Billing IssuesStatus: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 05/30/23 Boost Mobile withdrew the June $134.10 monthly payment SIX times ($804.60) from my debit card. On 05/31/23, they deposited back the five payments withdrew in-excess ($670.50).On 06/05/23 they deposited the amount, five times, again.On 06/06/23, they again withdrew the amount FIVE times. At this point, despite the confusion and concern they caused, we were good.Then on 06/27/23, I made my payment for July. Regardless, Boost Mobile didn't give me the service. When I called to ask why my service wasn't active, they told me that I was owing $670.50 and that the $140 I paid that morning was being taken as part of the amount I allegedly owe them. They said they had refunded me twice in error. But they did not recognize the fact that they also withdrew those amounts twice, for a total of eleven times.I've called several times and each time I have to explain the whole problem again, and kept insisting I still owed $530.50. I was even told they could offer me a payment plan!!I have my back account statements to proof that I do not owe them anything, actually, they owe me money, since until today 07/12/2023 I'm still without service. Additionally, the other three relatives that were on my family plan, decided to move on after Boost failed in fixing the problem and they needed phone service for work. I should be reimbursed both for the portion of the other lines that have since left the plan, and a prorated amount for the days I've not had any service.Good customer service would be that I am reimbursed the full payment and still receive service for the remainder of the month, or a credit of since sort, as well as an apology for all the trouble, worry, and time wasted with them on the phone. I'm a hard worker single mom, and thankfully I had enough money on my account and didn't incur in overdraft fees, both from the bank and from Boost (they charge a fee when a payment doesn't go through).Thanks.Business Response
Date: 08/07/2023
July 20, 2023
********************************************
****************************************. G2
********, ** 66046
Re: BBB Complaint #********
************ - *************
Dear ***********************************:
On July 17, 2023, we received your complaint, dated July 1******, filed with the Better Business Bureau.
You stated that on May 30, 2023, Boost Mobile charged you six times, and on May 31, 2023, you received five refunds. You said that on June 5, 2023, you received five additional refunds, but then on June 6, 2023,you received five more charges. You indicated that despite the second set of charges, you assumed all was correct due to receiving a second set of refunds;however, on July 27, 2023, when you made your monthly payment, your service was not active, as you were informed that you were over-refunded and owed $530.50.You said the other three lines switched to a new service provider due to not having service. You requested that the payment you made in July 2023 be refunded and that you be provided credits for the days you did not have service.
Our records indicate that a systematic issue occurred,causing multiple payments to be taken through the app on May 27, 2023. On May 27, 2023, six payments of $134.10 were processed. On May 29, 2023, a refund of $650.00 was provided. On June 2, 2023, the system automatically reversed the five additional payments that were taken, and five refunds of $134.10 were issued. Between both days, a total refund of $1,341 was provided. The account was showing suspended due to the account being over-refunded.
Your account reflects that we did receive a payment on June 4, 2023, and June 27, 2023, but as the account was over-refunded, it did require an additional payment of $396.40. The account was issued credits equaling $636.40 from July 12, 2023, through July 19, 2023. The account is now showing as active.
We respectfully decline your request for any further refund or billing adjustment, as the account has received more in credits and refunds than owed.
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
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