Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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  Boost Mobile

  2103 N Graham St Charlotte, NC 28206-2519

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:07/10/2023

  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 6/5/23 I paid $10 for extra data on time that I never received.spoke to an agent supposed to have resolve the issue nothing happened no refund. Paid for service on 6/8/23 no service call about 12 different times in about 6 days finally got service. My plan is $25 a month paid $27.01 on 7/8/23 spoke to representative on the 9th about my service being suspended because I owed $14.01 for a reoccurring data charge that I didn't order it was a on time purchase. The representative stated that my service will be back on in two hours that was at 2:00pm on the 10th it is 7/10/23 still no service

  Business Response

  Date: 08/03/2023

  July 19, 2023
  
  
  
  **************************
  *******************************************************************************.
  Mobile, ** 36617
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On July 14, 2023, we received your correspondence, dated July 10, 2023, filed with the Better Business Bureau.
  
  You stated that on June 5, 2023, you paid $10.00 for extra data, but you never received it. You also said that on June 8, 2023, you paid for your service, but it took about 12 calls within six days to get it working.You indicated that on July 8, 2023, you paid $25.00 but your account was suspended, as it was still showing you owed $14.01 for a recurring data pack.You mentioned that the data pack should have only been one time. You requested a billing adjustment.
  
  Our records indicate that the calls received in June 2023 were regarding a refund request for the data purchased on June 5, 2023. These calls were reviewed. At no time did we receive 12 calls within six days and none indicated problems with the service.
  
  A review of your account reflects a credit of $14.01 was applied on July 10, 2023, reactivating your service. Usage on the account reflects that the service is working normally.
  
  In the interest of customer service, a credit of $15.00 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
  Boost Mobile, L.L.C. 
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
  *********************;

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20296354
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/11/2023

  Having same problem no resolution trying to debit my account for q one time charge service suspended due to this. **** already payed

  Business Response

  Date: 08/29/2023

  August 22, 2023
  
  
  
  **************************************
  ******************************************************************************.
  Mobile, ** 36617
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On August 22, 2023, we received your rebuttal, dated August 21, 2023, filed with the Better Business Bureau.
  
  You rejected our response, as your services were interrupted even though you already paid your bill.
  
  Our records indicate that your services were interrupted in August 2023, as you failed to make the full monthly payment. On August 9, 2023,you made a payment of $12.00 when your monthly amount due is $27.01. On August 11, 2023, you received an additional credit of $15.01, which restored your services.
  
  A review of your account reflects that the data pack has been removed and your next bill due is $27.01. Please note that if this amount is not paid in full, your services will again be interrupted.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20296354
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/29/2023

  $15 Credit was given in July and used with the $12 payment made in August  that came up to my $27.01 payment.the one time data was still continued to be added which ran my bill to $42 dollar get your facts straight you need better customer service training for your staff. But I see where the problems really come from 

  Customer Answer

  Date: 08/29/2023

  $15 recurring payment for extra in August cause the bill to be $42 after the $27 was paid

• Initial Complaint

  Date:07/09/2023

  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 pay my bill 2 days ago i have 11 gb of data and i have use 10 alredy how that is posible went my phone on this 2 days was on home wifi and my cell have use also all the data from hotspot went i have never conect my hotspot this is a fraud...

  Business Response

  Date: 08/03/2023

  July 19, 2023
  
  
  
  ***************************************
  ***************************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.
  
  You said that 10 GB of your 11 GB was used in two days, and your hotspot data was used when you were not connected.
  
  Please note, the screenshot you submitted indicates that you have 10.1 of 11 GB remaining (not used). Additionally, we are not showing any hotspot data is being used.  The green dial on your app indicates that you have a majority of data remaining (to be used). We regret any confusion.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Boost mobile for several years. After a move I had poor connectivity issues and after many unsuccessful phone calls with representatives I purchased a new phone from Boost hoping it would improve my cell reception. I purchased an IPhone 12 on 3/24 and when it arrived I called Boost and set up the phone with a representative.On 7/7, I finally decided to switch to another carrier due to the poor connectivity. I spoke with two representatives prior to switching to make sure everything was ready to be transferred including my iPhone 12 and phone number. AFTER the number was processed to be ported to the new carrier Boost informed me my phone was locked.On 7/8 I put in a request to have it unlocked and was told it would be unlocked in 24 hours. It was not. On 7/9 I spoke to the 7th representative in 2 days and was told they only had my old iPhone XR IMEI on file and couldnt unlock the iPhone 12 and I was out of luck.Additionally, 7/7 was my last service date with Boost but I was forced to pay for another month because representatives told me Boost would not release my number without an active account. When I requested a refund of the balance owed to me on 7/9 after my number was finally released, I was told that because I didnt have a number with Boost I could not get a refund. I have also been locked out of the Boost app.In summary, I have been prevented from unlocking my phone and refused a refund for phone service I never used. Boost has not only been unethical and unprofessional but this borders on fraud. The mistake was on their end for having representatives who do not correctly perform tasks and I am left with the consequences.

  Business Response

  Date: 08/03/2023

  July 26, 2023
  
  
  
  ***************************************
  ******, ** 17517
  
  Re:          BBB Complaint #********           
                  *************
  
  Dear **********************:
  
  On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.
  
  You stated that you purchased an iPhone 12 on the Boost Mobile website in March 2023. On July 7, 2023, you contacted Boost Mobile to port out your service to another carrier. You said you were told that you had to make a payment to keep the account active during the transfer to the new carrier. You requested that the device be unlocked and a refund of the payment be provided.
  
  We have no record of the iPhone 12 being activated on your account.
  
  When we spoke by phone on July 26, 2023, I asked for the **** for the iPhone 12. You stated that you no longer have the device. I told you that I had submitted a request for a refund of $26.81. I also sent this information to you via email.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/09/2023

  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.

  When I first started my plan in April of 2023 I was informed that I was paying for unlimited internet. Fast forward to July of 2023 i had been noticing that my internet was extremely slower than usual. I use my my phone and internet for a source of income and I told that to the boost representative which is why he told me to pay for the plan that Im currently paying for because it had unlimited internet. I was assured by the boost rep that my internet plan was unlimited after I explained I used my phone and internet for a source of income. When I called today 7-9-2023 after trying to reset my internet and seen that it was still moving slower then usual I was informed by the customer service rep that I in fact did NOT have unlimited internet. He told me I only gave 40 gigs of unlimited internet and that was NOT explained to me when I purchased the plan. He then told me I had to pay for more internet even though it was an incident on their end not explain what I was getting and my billing cycle is due within the next 5 days. I didnt feel it was fair I had to pay for internet today and then pay my bill and add extra to my already bill to get the real unlimited plan and it wasnt my fault because it wasnt explained correctly. I then asked for a supervisor and he put me on hold for 40 minutes then proceeded to end the call. Now I cannot go into work and make a warning for today because my internet isnt working correctly and no one will help resolve my issue. I do not feel it is right to make me pay today for extra internet then I have to turn around less then 7 days later and pay again for my bill plus added internet when I the customer wasnt even giving the correct information to select the internet plan I needed to accommodate my livelihood. Now I am missing out on pay

  Business Response

  Date: 08/03/2023

  July 26, 2023
  
  
  
  *******************************
  ********************************
  *******, ** 60643
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.
  
  You said you are having sporadic issues with internet usage, even though you have an unlimited plan. You stated that when you called to discuss this issue, you were informed that you do not have 40 GB of internet data.
  
  You are on a 40 GB *************** Talk and Text plan; however, once you have reached your allotted 40 GB limit, your data speeds are drastically reduced.This can have the effect that you do not have internet access because of the much lower speed that data is transmitted. I recommend that you connect to a secure, Wi-Fi network as frequently as possible to minimize how often you access your monthly data allotment.
  
  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.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/09/2023

  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.

  First of Boost Mobile like to enrolled your credit and debit card to autopay which you never did yourself and like to take double payments amount of money off your card completely which is stealing. Second, they like to charge you a high amount of money for switch plans which other phone company don't do at all; I honestly feel like they getting over with people for an extra amount of money because now my phone bill is almost 300 dollars which is should of stayed 50 dollars. I pay 50 dollars a month for unlimited everything and I dont even use my phone like that and my data is automatically gone and then a couple weeks later your phone bills is due which is awful because never even got to use your data up for a full month. Boost Mobile customer service team is rude and scammers they do not like to help you with anything at all and when you mention refund, dispute and that you want to cancel they service they get real nasty attitude with you and hang up they phone in your face and then do dirty mischievous things to your account. Last time I was charge double payments with my phone bill and didnt get a refund at all from them which is just plain wrong because they just up and took free money off my card without me sustainably knowing of they charge until my bank called me and dispute it themselves in order for me to get my money back. Now I cant even talked or money or anything because of them and I have important calls and jobs that need to get in touch with me this is really sad and disappointing because Im missing out on opportunities from important people because of Boost Mobile. Most importantly I will no longer have service with them after this month at all. You all be careful with they service if you do have because they are big time scammers all year around. I prayed that that get shutdown ASAP because they are awful people and they know theyre doing very wrong but they dont seem to care at all just only the money and not they valuable customers.

  Business Response

  Date: 08/03/2023

  August 1, 2023
  
  
  
  *****************************
  **************************************
  **************, ** 60655
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *****************************:
  
  On July 14, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.
  
  You said Boost Mobile enrolled your account in auto pay without your consent, double charged you for services and placed your account on a $300.00 plan instead of the usual $50.00 service plan.
  
  A review of your Boost Mobile account indicates that on July 9, 2023, an order was placed to change your service to a $300.00 annual plan in place of the monthly $50.00 service plan that it was on previously. I was unable to find record of any double payments posted to your account. A $25.00 payment was posted on July 9, 2023, but as an exception, I requested a $25.00 refund be issued to you. Please allow up to 19 business days for processing.
  
  Our records show your account has been disconnected and you ported out your phone number to a new provider.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:07/09/2023

  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.

  Changing Grandfathered Plan I have been a longtime customer of ********************. I have the family business plan ****************************** of hot spots) for $300 per month with a credit of $200. Boostmobile did a mitigation & change my plan & refuses to reinstate my grandfathered plan

  Business Response

  Date: 08/03/2023

  July 26, 2023
  
  
  
  **********************
  PO Box 1434
  Somerset, ** 08875
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **********************:
  
  On July 14, 2023, we received your complaint, dated July 9,2023, filed with Better Business Bureau.
  
  You stated that you were on a $100.00 family business plan with 35 GB of hotspot data. After the migration to our new billing system, you found your plan was changed.
  
  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 ****************. We regret to inform you that your previous grandfathered plan is no longer available and as such, all lines were moved to an equivalent plan.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

• Initial Complaint

  Date:07/09/2023

  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.

  The past year and possibly a bit longer. Republic Wireless got bought out by DISH. Many customers were promised, we would receive the same great phone and customer service as we have had for years. I have noticed since the take over I was not able to make calls even to other members. Who are also Republic members. Calls constantly dropped etc. I have missed several important calls from work to doctors. When trying to call customer service. I always get a busy signal, bounced around to other agents, and even get the message saying talking to other customers can help me resolve my issues. Republic was constantly passing the problem back to the customers for solution. WHY? Could it be DISH has no clue to what it is doing? Many have been complaining and like man have left and moved on to other services. I have had so many issues with making and getting calls. I am a beta user, who even won free service and a new phone from them 5 yrs ago. But I had to switch to another company. I have had no more issues, since switching. I couldn't even get my number to transfer. So the number I have been using for 10+ yrs.. I had to give up and start with a new phone company. Which is very inconvenienced.

  Business Response

  Date: 07/14/2023

  July 10, 2023
  
  
  
  *****************************
  ****************************
  *******, ** 39553
  
  Re:          BBB Complaint #********
                  A00037240 - *************
  
  Dear ******************:
  
  On July 10, 2023, we received your complaint, dated July 9,2023, filed with the Better Business Bureau.
  
  You said you experienced issues with your service and porting your number out.
  
  Please note that DISH Wireless did not change the networks Republic Wireless used prior to its purchase. As such, the service you received previously should not have changed. Our records do not reflect that we received any calls regarding service issues, and Republic Wireless has long pooled our long-time customers knowledge to help newer customers with account and service questions. That system was in place well before DISH Wireless purchased Republic Wireless.
  
  Our records also do not reflect any contact regarding porting your number. Your account has two active lines associated with it. If you wish to close your account, please contact us at ************** between 8:00 AM ET and 12:00 AM ET.
  
  While we sincerely regret any inconvenience this issue may have caused, as we were not made aware of any issues you may have experienced,we are unable to provide a refund.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Republic Wireless, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/08/2023

  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.

  Last month on the 8th Boost mobile charged my account for my phone bill. They had me on autopay. I have never used autopay. I called and explained there was a mistake and they said it would take **** buisness days for them to determine if they will give me my money back. They didnt give it back. I had to dispute it with my bank. Boost never could tell me how I got on autopay. Throughout the month I would get random messages stating that I was enrolled on autopay. I would call and ask to be taken off and ask why they put me back on, and they didnt have an answer. And now today the 8th, they have charged me on autopay again, and over drafted my account. I called and was put on hold for over an hour and then they hung up on me.

  Business Response

  Date: 08/03/2023

  July 19, 2023
  
  
  
  ***************************
  *************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On July 14, 2023, we received your complaint, dated July 8,2023, filed with the Better Business Bureau.
  
  You stated that on June 8, 2023, your billed amount was withdrawn even though you did not enable automatic payments. You spoke with customer care and they informed you that they would request a refund, but could not guarantee you would receive it. As you did not receive it, you disputed the payment with your bank. You indicated, throughout the month, you received several emails saying your account was on automatic payments. You requested a refund.
  
  Our records indicate that on June 3, 2023, you made an online payment to add more data, and the box to enable automatic payments was selected. On June 9, 2023, automatic payment was disabled while you were speaking with customer care. On June 30, 2023, automatic payments were again enabled when you made a one-time payment for more data; however, it was disabled the same day when you spoke with customer care. On July 3, 2023, you made another one-time payment, and the box to enable automatic payments was once again selected. This is why the payment was drafted on July 8, 2023.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Additionally, your refund requests were denied as service was used. We respectfully decline this request as well.
  
  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:07/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17 2023 I was charged $30 for my monthly auto pay bill for svc from my bank acct. On June 1 2023 my service was cutoff without my knowledge. I go to local Boost store and they tell me my acct is overdue due to lack of payment? SO account suspended. I pay $35 now for the month not $30 like my usual monthly price because now I am considered a NEW acct and a $4 fee on top. I have been a customer for ***************************************************************************************************** who I am. I show them back bank statements of all the recurring auto pays, plus the payment they took on May 17 for the month of June. I call numerous times and they state all systems are down. I finally get on a chat online with boost.com, explain and once again copy/paste all my info on the chat to explain what happened and that I was already charged. They take all my info and agree and put a ticket in for my refund that would arrive 5-7 days. Now I get ticket closed in email and wait for the 7th day and my payment. Nothing. I go back on the chat (because nooone ever answers on a phone call - poor customer service) I give them ticket number and ask wheres my refund? Well back to square one - I get the same AI system bot talking and it comes back again - they have no idea who I am and of any payments. Their system will only go back to June 1 from the updates - my claim is now denied - even after the proof and being told wait for 5-7 days. SO I send all the info again - and ask for a supervisor to chat. No supervisor ever comes to answer my claim- How many other customers like me were charged and suspended because of their own system updates and they wiped us all out. This is a horrible corporation - they never answer calls or have live humans attached to anything. I am still awaiting a response. I write before leaving the chat, I would be cancelling my acct and contacting the BBB. In my opinion, they simply dont care.

  Business Response

  Date: 08/03/2023

  August 1, 2023
  
  
  
  ***********************************
  ***********************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On July 14, 2023, we received your complaint, dated July 8,2023, filed with the Better Business Bureau.
  
  You said you were on a $30.00 service plan with Boost Mobile, but when you were transitioned to a new billing system, we started charging you $35.00 and your service was interrupted due to nonpayment.
  
  When we spoke on August 1, 2023, I confirmed the transition to our new billing system and advised you that your account is currently on a monthly $25.00 service plan.
  
  As an exception, I issued a one-time $35.00 credit to your Boost Mobile 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
  
                  *****************************

  Customer Answer

  Date: 08/03/2023

   
  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:07/08/2023

  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 a new phone, Celero 5G Plus for $59.99 (org pr. $289.99) with an upgrade discount from Boostmobile.com. I ordered it on 6/19/23. A tracking label was printed on 6/20/23 and *** did it's origin scan on the same day. I checked on the package again on 6/23/23 and there was just the origin scan still. I contacted *** and was told it had been flagged for having an improper weight on the shipping label. *** advised me to put in a lost claim which I did on 6/23/23. On 6/26/23 I advised Boost Mobile customer service of the lost claim and was told that a service ticket had been submitted about the lost claim. I was told the ticket resolution should take 2-3 days to resolve and I will receive and email when it was. I waited until 6/29/23 checked back with Boost nothing apparently was done on the first ticket so they issued another. On 6/29/23 *** denied the claim due to lack of response for info form Boost. I contacted Boost and asked for a replacement to be shipped out to me which was denied because the "wireless recovery team" had to investigate the problem. So I waited until 7/6/23 and contacted Boost again because I had not heard anything and new ticket had to be put in because the previous one was not longer in there system. On 7/7/23 I get an email saying your request had *** closed. So I called again. Boost asked for the original tracking #. I locked it up and saw that *** had marked it return to sender for incorrect label. So again I asked for a replacement to be shipped to which was denied. I was transferred to a Supervisor and was told the cannot ship me what I ordered. Instead I had to wait for them to receive the returned package and did an investigation and refund me my money in possibly 3-6 weeks. This refund also nullifies the $59.99 price because the discount was considered used and they will no longer honor it. So they have my money will not ship the item I ordered for the agreed price and is going to hold my money. I want what I ordered that's all.

  Business Response

  Date: 08/03/2023

  July 27, 2023
  
  
  
  **************************
  **********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Mr. ******************** July 14, 2023, we received your complaint, dated July 8,2023, filed with the Better Business Bureau.
  
  You said that you purchased a phone from boostmobile.com, but it never arrived. *** informed you it had been flagged for an improper weight on the shipping label,and advised you to report it as lost and to file a claim. You request a replacement phone be sent to you, instead of receiving a refund, because the sale price of $59.99 will not be honored due to the one-time discount code being used.
  
  When we spoke on July 27, 2023, I informed you that we could not determine why the shipping label had the incorrect weight. Therefore, a refund is being issued and a replacement phone will be shipped to you at no cost. We apologize for the inconvenience.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************