Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,971 total complaints in the last 3 years.
1,514 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:06/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 29th. I called after noticing my nephew purchase a phone with my card. I was advised the purchase was cancelled this was less than 10mins after the purchase. The next day I got a email that the order was shipped, I called again was told the order was cancelled and to disregard the email. I recieved a email stated the order had arrived I called again was told the same thing. The third day I recieved a email stated the phone was activated. I reached out again was told that apparently there were two purchase at the same time and only one was cancel despite me calling now 4 times. I reached out to my sister who stated the phone never came because I have wanted to return it. I called to get speak to a manager was placed on hold for over 45min to be hung up on. I asked multiple times for a email with the shipping and purchaser name to get a refund from my bank but each time it has been a issue. I just want my ******* back. Also they keep stating the purpose was $89 but my code was charged $128.
Business Response
Date: 07/21/2023
July 17, 2023

Ms. Magenta ******
******************************************************

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You said that your nephew used your bank account without your permission to purchase a phone. You requested a refund and you expressed concern about the level of customer service you received.

Please note that we are unable to provide a refund without the return of the device.

Regarding this specific situation, we recommend that you work with your bank to dispute the payment. We also recommend that you contact your local law enforcement if you are unable to bring about a resolution. If you file a police report, please forward it to me at ********************** and I can mark the device lost/stolen and request a refund.

I will review your calls to us and address any issues I find internally. We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 22,2023 I paid my phone bill with boost mobile which was 26.35.I paid 28 00 just as I paid the pervious month .I woke up this morning on Monday June 26 to my service being turned off .I called several times I was given several different answers by different people..I was even hung up on once I started questioning why my service was turned off.This was by no fault of mine..I missed work due to this because I need my phone for work..And as of 6:29 on Monday June 26 this issue has still not been resolved
Business Response
Date: 07/21/2023
July 11, 2023

*******************************
********************************* 354
*********************

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You stated that on June 22, 2023, you made a payment of $28.00 but your bill is only $26.35 per month. On June 26, 2023, your services were suspended and customer service has not been able to offer an explanation.You requested a billing adjustment.

Our records indicate that your monthly recharge amount was $41.35 due to the add-on packs of 2 GB recurring extra and 1 GB recurring extra. The payment received was for $28.00. Your account reflects that both add-ons are pending removal on July 25, 2023. A credit of $39.70 was previously issued on June 27, 2023, restoring your account.

We respectfully decline your request for a billing adjustment, as one has already been provided.

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:06/26/2023
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.
June 26, 2023 My name is *************************** and I like to complain about Boost Mobile. They have changed my account three times, $40 for each payment on 5/30/23 without my permission. I have called this company and made a complaint, I spoke to a supervisor and visited a store, however, it has not been resolved. I have a low income and my funds are needed to get by. Please note that this company has refunded me two months (total $80) however they report that they refunded a total $160. This resulted in me paying extra $80 to turn my service back on. I am requesting that they refund me the extra payment I paid to reconnect services which is a total of $80. Attached are two screenshots to help with this investigation. *************************** ************************************** Apt. 6B Bronx, ** ***** Phone number/account #************ *********************
Business Response
Date: 07/20/2023
July 12, 2023

*******************************
************************************. 6B
Bronx, ** 10454

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You expressed concern about your Boost Mobile billing.

I reached out to our Billing Team and we were able to ascertain that two $40.00 payments were debited erroneously and correctly refunded. A system issue caused your account to reflect a missing payment, which we have credited.

We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing it to our attention.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/26/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/24/23 I ordered an iPhone SE online from boost for $161.99. As soon as I opened the box I realize that the screen was to small so I called customer service to start the return process. I was told I would receive an email with instructions on how to return the device. Never received the email. I called customer service again and was told it will take 3 days to receive the email. I waited and no email. I was told that I didnt have to wait for the email just take it to any boost mobile location. I went to 5 different locations and was turned away stating I have to return the phone back to where I bought it. Called customer service again and was told I would receive and email and to wait another 3 day and to check my spam. Ive call customer service several more times with no resolution. At this point I believe that there is some sort of technical issue and the representatives do not know how to correct the issue because now once they look up my account they put me on hold and just hang up on me or put me back into the automatic system and I have to start all over. It has taken you guys over a month to send an email come on now! You guys are holding up my $161.99. The last conversation I had with technical she said I would receive an email within 3 days and once I return the device it goes to the warehouse for inspection which can take 3-4 weeks and if everything looks good then I would get my money back. IT HAS ALREADY BEEN OVER A MONTH. Im so disappointed in Boost and the service that I have received. I have been a customer for almost 14 years and this experience has taught me that you guys could care less about my business. So I unfortunately had to take my unwanted business to a company that actually cares about the people they service. You guys have literally hurt my feeling behind this situation seriously. This is not ok please! Order #**********-9119
Business Response
Date: 07/20/2023
July 11, 2023

*****************************
4659 **************************************************************************************************

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You stated that you purchased an iPhone SE from Boost Mobile, but the device did not suit your needs. You requested a refund, but you never received the email detailing the return process. You requested that we facilitate the return of your phone and provide a refund for the purchase price of $161.99.

When we spoke by phone today, I advised you that, as a courtesy, I will facilitate the return of your iPhone. A prepaid *** label has been sent to the email address that you provided. Please return the device in the original packaging with all accessories enclosed. Once the device is received and the like-new condition of the device is confirmed, I will submit the refund for your purchase price of $161.99.

Please reach out directly with any further questions related to this return process.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/21/2023

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:06/26/2023
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.
After seeing an advertisement for their service that appealed to me I went into checking to see if a phone I previously used through Boost mobile in the past was compatible. After the entering of numbers of the phone I was prompted my phone was compatible. If not I would not have been interested in the service because I do not have the money to purchase a new phone. After pay for 2 months of service, hours in the phone with multiple companies and driving 49 minutes each way to a store only to be told the phone is NOT compatible and would need to purchase a new device. I was lied to. I would like a refund for the service I did not get because of the deceit. And they deleted all the info from my phone so I do not have access to my information on my account. Phone was deleted and my account closed. This is what I do have.
Business Response
Date: 07/03/2023
June 28, 2023

*************************
N7289 *****************.
**********, ** 54961

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

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

On June 27, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You said you activated a phone, but you later found it was incompatible with Boost ***************

A refund of $38.42 is being processed. Please allow three to five business days for processing.

We appreciate you bringing your experience to our attention so we may investigate internally.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/26/2023
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.
6/26/2023 Boost mobile charged my debit card $67.00 which I did not authorize. I've talked to them and they won't let me talk to a manager.
Business Response
Date: 07/20/2023
July 18, 2023

Mr. *************************
1754 ********.
******, ** 53403

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You said Boost Mobile deducted a payment from your debit card without your authorization.

In reviewing our records, I noted that you made a payment to Ms. ********************* account on June 26, 2023. When you did so, you saved your debit card as the autopay account for her service. As such, upon her next due date, the funds were deducted automatically from your debit card account.

I removed autopay from the account and a $67.00 refund was processed on July 18, 2023.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/26/2023
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.
Boost Mobile Phone. Model TCL 30 Z. Total $97.01 Order # ****-8611512-1208. Purchase date 6/12/23 The phone arrived, but could not be setup properly because it asked for a "corporate code". After multiple hours troubleshooting on the phone with Boost customer service, followed by tech support, the issue could not be resolved. They said they would open a ticket and look into it. When I inquired how long it may be for resolution, they stated they were unsure, so I opted to return it. The associate I originally spoke with stated I could take it to any Boost store, which was incorrect per Tech Manager ****, after I tried. He stated I had to wait for a return email. The email never came. After about an hour, I called back and was then informed it would take 2-3 days. After 3 days, I still hadnt received anything. I called back and was told they would try to re-send it. I waited another few days and called back 6/22 and was told no return process was ever started. I spoke to associate ****** and then escalate to **************** *****************************. After this, I confirmed the email address they were sending it to and even went so far as to send it to a family members email that is monitored a few hours daily. 4 days later, after another chat and confirming the email is correct, I still have no return instructions and the staff seems oblivious. Over 6 hours of phone conversations just trying to get a refund
Business Response
Date: 07/20/2023
July 20, 2023

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

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

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

On June 30, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You stated that you attempted to return a device, but you never received the return instructions. You requested a refund.

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.

When we spoke, you informed me the phone has been disposed of. Because your phone cannot be returned, we are unable to issue a refund.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/21/2023

Complaint: 20236943

I am rejecting this response because:
I have never stated the phone had been disposed of. I would not be making an effort to return something that is not in my possession. The item is still in box waiting to be returned for my refund.

Sincerely,

***************************
Business Response
Date: 08/12/2023
August 9, 2023

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

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

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

On August 8, 2023, we received your rebuttal, dated August 7, 2023, filed with the Better Business Bureau.

You rejected our response stating that you did not dispose of the phone and claimed you still have the device. You requested to return the device.

As a courtesy, I sent a return label to the emails on file, ********************** and ***************** and I informed you that a refund will be submitted as soon as I receive the *** 30 Z.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 08/17/2023

Complaint: 20236943

I am rejecting this response because:
There's no need for follow-up. I'm done with the matter and have since disposed of the phone and bought a new one because I saw no resolution in sight. The business practices of this company are DESPICABLE. Maybe Boost Mobile just likes to prey on senior citizens, or maybe Boost isn't age discriminate on it's victims. Whatever the case may be, I presented proof of multiple hours of phone conversations, as well as chat conversations with BOOST representatives, where I tried to resolve this at the very time I received this defective product. I was well within the return window and Boost Mobile strung out the process and refused to send any information so that I could get my refund. Just listening to a transcript of one of the calls would provide proof that I was originally told to return this item to a store while a BOOST rep was on the phone, and it wasn't until I got there that a manager jumped on the phone to advise that's not how the process worked and I would have to wait for a label. The BOOST mobile company seems to be utterly incompetent and it now my mission to inform everyone just how bad they are so that they cannot take advantage of anyone else.

Sincerely,

***************************
Initial Complaint
Date:06/26/2023
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 brand new Celero 5G phone from the boost mobile located @349 1/************************** **** ** ***** on May 24 2023. After approximately 2-3 weeks of ownership, the phone ceased to function. I returned to the boost mobile store and requested a repair, replacement, or refund. I was advised by the salesperson that my only option was to make an additional purchase because I did not have a warranty which expires 7 days after initial purchase. Their technician was unavailable to diagnose or inspect my phone so I took it to the UBREAKIFIX store where it was examined and diagnosed as a defective motherboard which is a factory defect and not of my own doing. Upon advising the Boost store manager **********, she told me they cannot accept responsibility for the defective phone nor offer any further assistance and denied the phones model line/brand has a history of poor reliability and being defective. She refused to assist me in contacting customer service and advised me to contact them myself. I contacted customer service, and they advised me that they can not help me but to call the phone manufacturer as it is under a 1 year manufacture warranty. The representative for the warranty advised me she was already aware of the consistent defective issues with this phone from multiple customers and offered to start up a warranty claim process for me by emailing me the shipping label to send my phone to them for a replacement. They failed to enter the warranty complaint properly and told me to re-submit another attempt and the process of replacement would take approximately 2-3 weeks. I still have not received the shipping label nor has boost contacted me for further assistance. I was forced to pay for another phone for business purposes which is extremely frustrating, inconvenient and jeopardizing my employment. I submitted an extensive detailed review on their general website which appears to have been deleted. I have receipts, and documentation.
Business Response
Date: 07/20/2023
July 18, 2023

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

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

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

On June 29, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You said that the phone you purchased failed and you wish to file a warranty claim for it.

I reached out to our team here who provided you with warranty information via email. Please note that the actual claim is handled by Likewize.They can be contacted at ****************.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/20/2023

Complaint: 20229233

I am rejecting this response because:
The issue with the brand new defective cellular phone caused multiple work communication complications, monetary issues involving my personal business transactions and correspondence for more than a week not to include the estimated time for a warranty claim via the manufacturer which was approximately 1 month to receive a replacement phone. The customer service for the manufacturer warranty was unreliable, unorganized and inefficient. I submitted my claim information which the representative advised me the following evening, was improperly documented by their own representative which caused further delay and accumulated stress. I was advised again to go through the claims process and resubmit another claim. By this time I had no other option but to purchase another phone or risk loss of income, employer communications and contact with my customers. I lost a lot more money than what I'm requesting from Boost mobile as compensation for my losses. Your warranty department recorded our conversation about my claim including their confession and awareness of the CELERO 5G model having a history of defective motherboards and that BOOST MOBILE in general is still selling these phones despite their failures.
Sincerely,

***********************
Business Response
Date: 08/11/2023
August 10, 2023

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

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

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

On August 8, 2023, we received your rebuttal, dated August 7, 2023, filed with the Better Business Bureau.

You maintain that you are owed compensation. You said Celero phones have a known defect and the warranty claim process was lengthy.

I reviewed your calls to us and found no instance wherein an agent advised you that the Celero phones have a known defect, nor have we received any reports, other than yours, regarding a bad motherboard.

While we sincerely regret any inconvenience, we are unable to provide you with compensation for this issue.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/26/2023
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.
Boost mobile owes me money and won't pay it back to me or use it to give me credit towards my next bill! I have all the evidence that I need to support my claim in my favor! I was on a $35/month unlimited calling/texting/data plan. The data though was only 10gb for high speed data then they were to throttle it down but instead they completely shut off my data! My plan runs from the 17th of each month to the 17th of the following month. I put $35 into my account on6/11/2023 to cover my bill due on 6/17/2023. At the end of day on 6/11/2023 is when ny data got shutoff. I called on 6/13/2023 and was told by a rep that my data was used up. To avoid this in the future I told her I wanted to switch to a plan that was unlimited high speed or the plan with the most high speed data, which is the $60/month plan. So I told her to switch me to that plan and that I had already put $35 on my account so I wanted to pay the remaining cost that would be due. She seen the $35 I already paid and charged me $26.81. Well thr 17th came and my data and everything was off! I called them again and they supposedly initiated a "ticket" to look into the matter and again the woman agreed with me that I shouldn't have to pay anything more! Well the 19th came and it still said I owed $27.05 and I needed my phone for work so I paid the EXTRA $27.05 just to have my phone work! I called them again to let them know and this time the woman I talked to told me that I did not over pay and that they would look into it and I would know in 24 to 72 hours! Well today is 6/26/2023 and I still haven't heard back! I just want them to credit my account with the amount I overpaid!
Business Response
Date: 07/21/2023
July 18, 2023

*******************************************
246 ***** Flat Rd.
**************, ** 15679

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

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

On June 29, 2023, we received your complaint, dated June 26,2023, filed with the Better Business Bureau.

You stated that you had to make several extra payments to keep your service active in June 2023. You requested a credit for the overpayment.

My attempt to contact you by phone at ************** on July 18, 2023, was unsuccessful, but I left you a voicemail with my contact information.

I have placed a credit of $62.05 on the account to cover the payment date of July 18,2023.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/22/2023

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:06/25/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Both my wife ******************* and I bought a phone each (separate lines not a family plan) to take advantage of the Boost Mobile $200 Gift Card Offer which we never received (we both should receive one gift card each). We purchased our phones and plans on 12/3/22 both separate receipts, separate accounts. My receipt's transaction # ****** and receipt total was $117.** (can't see last 2 digits on receipt). My wife's receipt's transaction # ******* and total was 125.** both accounts on the $60 plan per month unlimited plan which we have until now and not ever been late on any payments. The incompetent or lazy to read offer details sales rep ****************** never asked us for the email addresses that were required at sign-up for the offer requirement, instead she invented fake email addresses. We were supposed to be sent a gift card redemption form to fill and send back . This is why we never received the form at all. She inserted false email addresses in order to finish and just said we would get a form delivered at home or through a text message which never came. As soon as we found out her mistake we gave them our correct email addresses to customer service and had them updated but apparently that is too late since it was not at sign up. We called many many times trying to get help over the phone (they kept asking us to wait for the 3 months of use then we would get the form but we never received anything it is now past the 6 month ***** We kept asking for a supervisor or manager call back and never received a call at all and were promised many times our complain would be escalated. We could never to talk to anyone in this country (all foreign support every time we called). And the reps at the store kept referring us to the phone support and they kept referring us back to them. My account # is ************ and my wife's account # is ************. My email address is ************************* and my wife's email address is ********************************* (we uploaded details of offer and our receipts)
Business Response
Date: 07/20/2023
July 20, 2023

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

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

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

On June 29, 2023, we received your complaint, dated June 25,2023, filed with the Better Business Bureau.

You said you and your wife purchased a phone from Boost Mobile, taking advantage of a $200.00 gift card offer, but you were told that since your email was not added to your account, you were ineligible for the offer.

When we spoke on July 20, 2023, I confirmed that there are no options to fulfill the original $200.00 e-gift card offer, but as an exception, I offered to issue a $200.00 credit to both of your accounts. You accepted my offer.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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Customer Answer
Date: 07/20/2023

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. As long as my wife and I get the remaining credits promised. We have indeed received the first $50 of $200 in credits promised to each.

Sincerely,

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

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