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

4,971 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:07/02/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a boost customer for 5+ years. In November of 2021 I signed a boost up contract for an installment agreement, I paid the down payment and all the taxes and the remainder was to be paid over the next 18 months, which ended May 2023. I have the emails on my phone to prove everything. My bill has still not reflected that I paid it off and I have spoken to numerous customer service rep and the last one was able to determine I was right. But ultimately he was only able to let me pay my bill as it stood with the added installment payment and hopefully it will be credited towards my account after it gets escalated to approval.
Business Response
Date: 07/27/2023
July 26, 2023

*******************************
*****************. A
*******, ** 37087

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

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

On July 10, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You stated that despite completing your installment payment plan, you are still being charged for the installment amount of $27.00 per month. You requested that we remove this charge from your account and issue credit to your account for the installment payments you made since May 2023.

As a courtesy, I have applied two one-time credits of $27.00 to your account for the last two installment payment that you were charged for.Please allow ********************************************* your Boost Mobile account balance.

Our records indicate that this monthly installment charge was removed from your account and your monthly rate will be $105.00 per month for your three active service lines. We regret any inconvenience that this may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:07/02/2023
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.
Boost mobile sold a prepaid plan with a phone that I paid completely upon purchase. There was nothing in the terms and conditions that said that I had to remain with Boost for 12 months. When I asked a representative that I'd like a better price because I was being charged $40 vs Mint Mobile who was offering $15 both under the same network they refused so I decided to ask for a transfer pin to transfer my line and my device over. I had to pay Mint mobile and go through the whole process of transferring my phone only to find out that Boost went ahead and locked my phone When I asked why was my phone locked they referred me to their terms and conditions on their webpage which I carefully read. ********************************************************************* 1.2 states very clearly 1.2 Wireless Mobile Devices on Prepaid Plans (Prepaid Devices): For Boost customers and former Boost customers in good standing and individual owners of eligible devices on prepaid Boost plans, Boost will unlock such Prepaid Devices no later than one (1) year after initial activation, subject to reasonable time, payment, or usage requirements. etc.I asked to speak to a manager because it was clear to me that nothing said the device had to be active for 12 months. It only said that Boost would unlock them no later than one year (note: it doesn't say not sooner than 1 year nor does it say customer needs to be active for at least 12 months). I tried to talk to a supervisor about this and she wouldn't admit that I was right, she said that regardless of what their webpage said, they were not preceding to unlock my phone I said I would report this to the BBB as customers need to be advised of Boosts practice of deceiving and more importantly rejecting a right claim made by a customer based on THEIR OWN TERMS AND CONDITIONS on their website.
Business Response
Date: 07/27/2023
July 14, 2023

***************************
********************************* 1811
******, ** 02210

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

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

On July 10, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You requested to have your phone unlocked.

Please note that our Unlocking Policy, to which you refer,states that we will unlock devices, no later than one year after initial activation, subject to reasonable time,payment, and usage restrictions. The 12-month restriction is a time-and-usage restriction.

To bring a resolution to this issue, we made an exception and unlocked your device.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/27/2023

Complaint: 20266623

I am rejecting this response because:
The person who responded to this complain has a poor understanding of the terms and conditions and basic english grammar
The language no later than 12 months doesnt mean that the phone needs to be locked for 12 months.
It says no later than it does not say not sooner than hence the interpretation from this response is flawed and incorrect
Boost Mobile cannot force customers to accept a wrongful interpretation of their terms and conditions
The device should be unlocked since all the conditions have been met
Sincerely,

***********************
Initial Complaint
Date:07/02/2023
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.
On 5-31-23 we made our monthly payment of $167.81. A total of 3 payments of $167.81 was charged to our account. After speaking with boost 2 payments of $167.81 were credited to our account on ******. While preparing to pay our monthly bill for July we noticed that we had a balance due of $505.62. We contacted boost mobile to verify our monthly payment and were told it would be the regular $170.00. We paid the amount of $170.00 on 6-30-23. On 7-2-23 our accounts were suspended. We contacted boost again and were informed that their system is showing we were refunded $167.81 a total of 4 times, though we were only refunded that amount 2 times which was correct. Boost mobiles solution was for us to wait until our bank is open, have to take a day off work to go there and contact them to resolve the issue. All the while having our 5 phones suspended without service. Needing to have service on our phones in the meantime we paid the additional amount of $329.27 just to get our service reinstated as boost was unable to come up with any other solution to their multiple errors. So I'm now in a situation where I have overpaid by $329.27 just to have service that I should have already had due to making correct ontime payments every month.
Business Response
Date: 07/27/2023
July 21, 2023

Mr. **************
********************************************
*******, ** 93245

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

Dear Mr. ************** July 10, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You stated that you made your monthly payment of $167.81 on May 31, 2023, but your account was charged three times for this amount. You said you were supposed to be refunded two of the three payments, but you found out you were refunded four times. Your service was suspended and told you that you had to work with your bank to resolve the issue. You indicated that the only solution was to pay $329.27 to have service restored, which you said is an overpayment.

On July 19, 2023, I attempted to contact you at the phone number and email address provided in your complaint, and I provided my contact information; however, I did not receive a reply to any of my messages.

Unfortunately, I could not locate a Boost Mobile account with the information you provided. Please provide a Boost Mobile account number or a phone number associated with the account so that I can look into this matter further.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/02/2023
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.
I bought a new iPhone 12 from boost mobile. I was unable to port in my number to boost so I wanted to return the phone. I filed a chargeback with my credit card for the purchase amount because boost was not giving me the return info that I needed to return the device. After trying many more times the number was ported in and I was able to use the phone. I decided to keep the phone. The case was closed with my credit card and they resent the funds to boost. Boost suspended my service stating I still needed to pay. I paid $255.53 again so my services would be reactivated. Seeing that I had paid twice at that point I asked for reimbursement from my credit card for the second charge. I was reimbursed. Boost suspended my service again, which I had already paid for, stating I still owe $255.53. ************ myself, and boost all did a 3 way call to get it sorted out. *********** confirmed with boost that I did pay, sent them bank statements, and everything. I got absolutely no where with boost and they are refusing to restart my service. I have documentation from conversations with boost representatives stating that my account is paid in full, but everytime they send a ticket for service to be restored they cancel it. I went into the store and the store associate confirmed that I had paid and even sent bank statements to boost again. Boost refused to start my service. So now I have a phone Ive paid for and cant use, a device plan I paid for and cant use, and my phone number Ive had for 10 years is gone! *********** is filing fraudulent activity on boost.
Business Response
Date: 07/31/2023
July 27, 2023

***************************
**********************************
******, ** 47303

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

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

On July 10, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You said you purchased a device from ********************, but you had issues porting your number over and decided to return it. However, you were unable to obtain instructions to return the device, so you disputed the charge through your financial institution. The port eventually worked and you dropped your payment dispute, but Boost Mobile suspended your service due to the chargeback.

When we spoke on July 27, 2023, I apologized for the confusion and we got your account restored. As a customer satisfaction gesture,I issued a one-month credit, and I submitted an unlock request for your device.

We regret any inconvenience you may have experienced and thank you for your business.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/31/2023

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:07/02/2023
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.
Began about may 6, 2023. I have old promo plan 5 lines for $100 per month .had to take 1 line off to report it lost .Now for 2 months boost refuses to allow me to add the 5th line.Saying they can change policy any time because there is no contract .However : as long as i do not miss the $100 monthly payment , they are obligated to honor the 5 lines for $100. They are the ones that said i had to take a line off to report it lost, they would have falsely advertised should they not honor promo plan.
Business Response
Date: 07/26/2023
July 20, 2023

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

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

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

On July 10, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You stated that you originally had the plan of five lines for $100.00 a month, but you had to remove one line temporarily and you are unable to add it back on. You requested either for a fifth line to be added or for your bill to be reduced to $80.00 per month.

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 **************** and we regret to inform you that your previous grandfathered plan is no longer available. You removed the line prior to this event and unfortunately, a line cannot be added at this time unless you change your plan. If you do so, you will lose the grandfathered plan.

Your request for a billing adjustment is denied, as we reserve the right to change plans and pricing at any time.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/02/2023
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 a new customer SIM card from a online offer and requested my number be ported. That was in January 2023. That SIM card for various reasons none making sense was never able to be activated. But I was billed for service. In February 2023 I purchased a new phone through the Boost online offer for a phone and unlimited service for $25.00 a month. When the new phone and SIM card arrived there wasn't a SIM card that fit the phone included. I went to a local store paid $9.95 for a SIM card and requested they activate my new phone. I was told it would active within 15 minutes. Again the phone was not activated. Every time I called I was given a different excuse and told the activation is PENDING. I received a email telling me my account and activation was complete but it was not. And for 3 months I was billed for service. When I called to get the required return authorization number to return the new unused phone I was told my account was closed and a refund was being issued for the months of service. The representative would not listen to my request to return the phone. I requested to speak to a Supervisor and was told thats not possible. That was in April 2023. I have now bought a new phone through Spectrum and want to port my number with them. They informed me Boost as a "open pending activation request" and until Boost releases that request my number can not be ported. I have talked to several people at Boost and they confirm my account is closed BUT there is a pending activation. On June 29th and 3 times before that I was told the request would be canceled within 48 hours. As of July 1, 2023 there is still a pending activation. This time I was told there is no way to cancel the pending activation. Which means Boost is holding my phone number. I have had this number for over 30 years, I am ********************************************** to change my number. I am only asking that I be able to port my number for service I am paying for with Spectrum.
Business Response
Date: 07/31/2023
July 28, 2023

*********************************
********************************* 92
*********, ** 93534

Re:          BBB Complaint #********
                26605069****/80535200**** - *************

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

On July 7, 2023, we received your complaint, dated July 2,2023, filed with the Better Business Bureau.

You stated that you purchased a *** kit in January 2023, but you were unable to activate the service line and you were still billed for service. You said you purchased a new phone, and when your *** kit arrived, you were unable to install the card in the phone. You stated that due to this pending activation, your phone number is locked to Boost Mobile. You requested that we allow the phone number to be ported to your new carrier and that we issue a refund for your phone and *** kits.

Please be advised that our records show your account ending in **** was never activated. Our refund department advised that you were issued a refund for the purchase price of your phone and your first month of service on May 5, 2023.

Our porting department advised that our records show you attempted to port your phone number to your account ending in ****, but the port was never processed and the number was never entered into the Boost Mobile inventory. As Boost Mobile is not in possession of this phone number, we are unable to facilitate a port out.

As a courtesy, I have issued a refund of $12.95 for the *** kit you purchased for this account. Please allow 10 to 19 business days for processing and mailing of your refund check.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/01/2023

Complaint: 20265231

I am rejecting this response because: it is reporting incorrect information. Yes they are correct, the number was never activated. But it was ported from AT&T and according to Spectrum (who I wish to port the number out to) has been unable to do so after several attempts because and I quote"Boost has not deleted their pending activation and that prevents us from being able to port the number." I have called Boost multiple times and every time been told Boost is unable to port out the number. The last person I spoke with after stating the call is being recorded informed me Boost has been hacked and can not complete port out requests. I dont understand why Boost cant simply cancel the "pending" activation request thus releasing my number. I am not asking for anything more than to be allowed to transfer my phone number for the past 20+ years be ported out to Spectrum. AT&T has verified that they ported my number to Boost and Spectrum has stated that they have verified that Boost does in fact have a pending activation and that prevents any other company to port the number.
I just don't believe that there is no way for Boost to cancel their pending activation and port out my number. From what I have seen online I am not the only person having this issue.

Sincerely,

*****************************
Customer Answer
Date: 08/06/2023
I again tried to activate my new phone with Spectrum on Friday August 4, 2023 and was unsuccessful. I again requested a port out pin from my current carrier (AT&T) and provided that number to Spectrum. ******** informed me that due to a "third party" reporting a "pending activation" they were unable to activate my phone. Please notice in the response from Boost they give 2 different account numbers for me. I have had this problem with Boost since March 2023. I have been given no less than half *************** and unfounded reasons as to why I have been unable to activate my phone with a new carrier since providing Boost with a port out pin from AT&T in February or March 2023. Why if I currently have active service with AT&T with phone number ************ and a port out pin is provided by AT&T is Spectrum unable to activate my phone and shows Boost with a pending activation? I ported my number from AT&T to Boost about a year ago and ported that same number from Boost back to AT&T without a problem. AT&T ported my number back to Boost and Boost never completed activation despite purchasing a new phone from them. Boost had no problem porting my number out to AT&T so why the problem now? AT&T has provided no less than 6+ port pins since February and not 1 has resulted in activation of service. Everything traces back to Boost. I never mentioned Boost to Spectrum. When I gave them the port pin it was from AT&T, ******** asked me about having ever had a phone activated with Boost because that's the carrier that came up through their port service when attempting to activate my phone. So Boost is not being totally honest in their response. I am more than willing to provide you with my AT&T and Spectrum account numbers and give you authorization to request a port pin. I have even filed a complaint with the *************************** regarding this matter. I just don't believe nothing can be done so I can port my number.
Thank you again, for your time and commitment to resolving this issue.
Sincerely,
***************************;
Business Response
Date: 08/18/2023
August 14, 2023

*********************************
********************************* 92
*********, ** 93534

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

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

On August 12, 2023, we received your rebuttal, dated August 11, 2023, filed with the Better Business Bureau.

You stated that the pending activation status of your Boost Mobile account is prohibiting you from porting your phone number to a new wireless network.

As I previously advised you, our porting team stated that our records show no pending port requests for your phone number. Additionally,as your phone number was never associated with your pending Boost Mobile account, the status of the account remains irrelevant to your ability to port it to your new carrier.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/19/2023

Complaint: 20265231

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 08/21/2023
These are screenshots were taken a week or two ago from my.boost.com

They show that even after they issued a refund the account was still IN PROGRESS as written in green. It clearly shows that Boost did have my number ported in and it has not been released. Last Monday I took the new Boost phone with the new SIM card to a Boost store on Main Street in Newhall, ** when I was there I requested a new Port Pin and gave that along with my account number from my current provider to the employee and he tried to activate my phone. He was not able to do that. Spectrum has tried to activate my phone with them again and still says there is a pending activation request with Boost Mobile. I can not be the only person having this problem with Boost ****** Also please note that in a response from Boost they give 2 different account numbers. Also according to the screenshot this has been going on since JANUARY 2023! I dont understand why a computer system doesn't have a option to discontinue a pending activation. I would think that when the accounting department issues a refund and closes an account any pending action would be terminated. I also can not believe there is no way for Boost to release my number.

I hope this provides the proof that the response from Boost is not accurate and my number is in fact tied to Boost.

Thank you,

***************************;
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Unable to attach documents
Customer Answer
Date: 08/21/2023
Please provide a direct email address to send attachments to. I have tried several times here and can not send if anything in attachments.
Initial Complaint
Date:07/01/2023
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 boost mobile phone bill was due June 23, 2023. I didn't have the money in my account until June 29, 2023. I had autopay set up on my account so when I got paid on June 29th, 2023, my payment was taken from my bank account. It was also confirmed in boost mobiles records and an automated text message confirming receipt of payment. My phone has been disconnected since June 23rd for non payment and after I paid my bill on June 29th, my account still shows that it's suspended. Boosts employees have no clue why it's happening, they don't know when the problem will be fixed. Every day I ask the same questions to customer support and each time I get a different answer as to what is going on, or why I'm not getting service at all, and when it'll be fixed. I was told there was a lot of people dealing with the same issue and they have no answers or solutions to remedy the fact that I PAID for a service and they aren't providing that service nor is anyone prioritizing a solution to fix the lack of service. If it was a system wide malfunction, why did nobody receive an email or automated text or notification of any type that could possibly answer questions? Boost has taken money for cellular service and is not even attempting to offer information or solutions. I paid my bill and still have no service, the employees have no answers and told me the lack of service would be fixed in a couple hours, next representative said 24 hours, next one said ***** hours. They have been running me in circles for days and they lie. They took money from me for services and did not supply those services, and according to the employees I've spoken to, I'm not the only one that they've done this to. Boost is unprofessional and they don't care about the fact that this is basically stealing. The customer pays for the service. They offer no solutions, they took my money and likely someone else's too and now I'm stuck with no service even though my bill has been paid.
Business Response
Date: 07/26/2023
July 13, 2023

*******************************
100 *************.
*****, ** 29379

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

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

On July 7, 2023, we received your complaint, dated July 1,2023, filed with the Better Business Bureau.

You stated that your Boost Mobile bill was due on June 23,2023, but you were unable to pay it until June 29, 2023. You indicated that after making your payment, your service remained interrupted for several days and customer service was unable to provide assistance. You mentioned that you were told it could take anywhere from a few hours up to 72 hours for your service to be restored. You requested assistance with your account.

Our records indicate the account is currently in an active status and a credit of $36.27 was previously provided due to this occurrence.

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.

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

                *********************
Initial Complaint
Date:07/01/2023
Type:Customer Service 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 paid $105 on aprit 22 for one year plan for boost mobile service after one month my service was suspended and I was not able to make or receive calls no data for 16 days from may 25 to June 6.I was calling customer care every day number of times, chat with customer service and even vistheir store too but no one solve the problem. They just give me mental harassment and waste my time. On June 5 I ported my number out of boost mobile due to the worst service and no solution to the issue as I am looking my contact and communication. Now boost mobile refused to refund my money $105.
Business Response
Date: 07/26/2023
July 14, 2023

***********************
** 15146

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

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

On July 7, 2023, we received your complaint, dated July 1,2023, filed with the Better Business Bureau.

You stated that you signed up for a $100.00 one-year plan. However, you lost service after one month and decided to port your phone number to another carrier. You requested a refund.

I made an exception and submitted a request for a refund of $104.96. Please allow seven to ten business days for processing. Please be aware that if you have disputed the payment through your financial institution, the refund will not be processed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/26/2023

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:07/01/2023
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 am writing to file a formal complaint against Boost Mobile regarding the loss of my original SIM card during a purchase at the store on Madison ****** on 22 June 2023. This incident has resulted in significant inconvenience and extra cost.I purchased a SIM card and setup service from Boost Mobile, paying a total of $61.56. However, the staff failed to return my original SIM card and eventually lost my original SIM card, which I had purchased in *********. As a consequence, I have had to incur expenses to obtain a replacement card and have it shipped from ********* to *****************. This process has been time-consuming and costly, causing considerable frustration and inconvenience.I am seeking compensation from Boost Mobile for inconvenience, time, and effort invested in rectifying this situation. I am requesting at least a full refund for the transaction.Thank you for your attention to this matter. I look forward to a promptresponse.Receipt / Transaction number: *******
Business Response
Date: 07/26/2023
July 20, 2023

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

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

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

On July 7, 2023, we received your complaint, dated July 1,2023, filed with the Better Business Bureau.

You said you paid $61.56 to set up service and purchase a SIM card from a Boost Mobile retail store on ************** in ********. You mentioned that your original SIM card was lost, which you purchased in *********. You stated that this has caused a significant inconvenience and additional cost to you because you had to have a replacement SIM card shipped from ********* to the U.S. You requested a full refund of the amount you paid.

Although Boost Mobile retail stores are authorized to sell Boost Mobile products and services, they are independently owned and operated.Therefore, the only funds received by Boost Mobile is $26.36 for the initial payment, but the remainder was retained by the store itself. Since SIM cards are generally discarded when switching to a new carrier, you would have had to inform the sales representative that you needed to keep your original card to prevent this from happening. Nevertheless, you will need to work with the stores management team to obtain a refund.

However, as a courtesy, I applied a credit for $26.36, which will be applied to your next months bill.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:07/01/2023
Type:Delivery 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.
Order number: 5581-325089-0068 I purchased boost mobile's 3 month for $15 online. Upon receiving SIM kit, I tried to activate my line but SIM isn't compatible with my phone according to IMEI and ICCID check.Contacted customer service and was informed a black SIM card instead of white SIM card is compatible to my device. However, I'll have to order it online or purchase it in store.The $15 deal advertised on boost mobile website suggestes working on GSM phone and includes free activation kit. Also, it didn't give me the option to choose which type of SIM card and didn't let me know SIM compatibility issue when making the order.Customer service told me I cannot refund since guarantee date has passed but it's only be the first day I received my activation kit.Requesting full refund including tax to original payment method
Business Response
Date: 07/26/2023
July 7, 2023

Mr. ******* Du
************************************* 34
*********, ** 95014

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

Dear Mr. ************* July 7, 2023, we received your complaint, dated July 1,2023, filed with the Better Business Bureau.

You stated that you purchased a *** card kit from Boost Mobile, but you were unable to activate the service and you were not provided a choice of *** card. You requested that we refund your purchase price of $16.62.

Boost Mobile automatically issues the *** card that corresponds to the network available in your area. We regret any inconvenience this may have caused.

As a courtesy, I submitted a refund for your purchase price of $16.62. Please allow **** business days for processing.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/30/2023

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.
Boost Mobile:
Please also ensure no auto-renew on my plan since I have not activated it.
Sincerely,

Fenchao Du

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