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

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  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

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:06/24/2023

  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 2 phones on my Boost Mobile Plan Account ************; starting 6/24/23 I have been unable to make any calls on either phone and text only works when connected to my home wifi network. People at my local Boost store do not speak english and that is the only language i understand so they are not able to help me. Tomorrow is my birthday and I am going to miss my yearly calls and cannot organize my celebration. I am heartbroken. I paid my bill on 6/19 so there is no reason it should be off, the phone app says it is paid and everything.

  Business Response

  Date: 07/19/2023

  July 11, 2023
  
  
  
  *****************************
  1177 ********.
  ******, ** 84040
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On June 29, 2023, we received your complaint, dated June 24,2023, filed with the Better Business Bureau.
  
  You stated that you have two lines on your account, both of which were interrupted without reason on June 24, 2023. You mentioned that you made a payment on June 19, 2023. You requested a refund.
  
  Our records indicate that your active account number is ************. The payments made on June 19, 2023, and June 24, 2023, were made toward account ************. On July 4, 2023, one of the payments was transferred to the correct account. On July 11, 2023, the second payment was transferred to the correct account, and the service was restored.
  
  When submitting payments, please check that the payment is being made to the correct account to prevent situations like this from occurring in the future.
  
  As both payments were transferred to the correct account, we respectfully decline your request for any refund.
  
  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:06/24/2023

  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.

  - Issue occurred 6/15/2023 - I paid Boost Mobile my full monthly service payment of $35 for Unlimited talk, text, and 10gb of data. When my plan renewed on June 15th 2023, my data (10gb) was never renewed. I called boost to question them and they stated "it was a company issue" and they didn't know how or when it would be resolved, but that they made a ticket to get it looked into right away. 3 days later (June 18th) I called again and got the same answer, but still was ok with them just passing along a ticket. Now today, June 24th, I still had no data and called again. I talked to a supervisor who told me there was nothing they could do and that I would only get a $5 credit back from the missing data, which is not enough. I would like to point out that because I have an Iphone, I use imessage which requires data to send texts...so I can't text either. I can use my service if I'm on WiFi, but I pay for the data plan for a reason, I don't always have Wifi. Boost refuses to offer me anything more than $5, for a service they will keep forcing me to pay for without the full package deal.

  Business Response

  Date: 07/19/2023

  July 12, 2023
  
  
  
  Matisse *******
  ***************************
  *******, ** 49464
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **********************:
  
  On June 29, 2023, we received your complaint, dated June 24,2023, filed with the Better Business Bureau.
  
  You said that your data allotment did not replenish when you made your monthly payment.
  
  While our records indicate that we were not contacted until three days after you made your payment, I made an exception and applied a one-time $35.00 credit to your account.
  
  Please note that we offer plans with higher data thresholds.You may wish to consider a higher data plan, as our records indicate heavy data use for your account.
  
  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
  
                  *********************

• Initial Complaint

  Date:06/24/2023

  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 originally started out with the $35 plan but since the kids have been out for summer break they have been using more Hotspot gb. So I was told by boost mobile customer service that if I change to the $60 plan I would have more usage. I was still in the middle of the month of my $35 dollar plan so I was told to pay a prorated amount of $25 and my services would be upgraded to $60 for the rest of the month. Well that didn't happen and I myself was without any internet connection and out of my 25 dollars. I was told by 4 different agents 4 different reasons on why I paid 25 dollars. I was hung up on by all four agents and they all talk in circles and give no resolution for anything. So now I've paid $60 just on the 18th of this month and now 4 days into my plan I am without internet service! Even when I was on my 35 dollar plan I never ran out of internet and I have not even allowed the kids to use the Hotspot! So why is boost internet not existent! I am also aware that when you run out of gigabytes that service slows down, but boost mobile you know you can't even use the internet at all!I can't search for anything on ****** and it throws my text messaging off as well. I am so frustrated with not been able to receive any real help yet you all take and take my money without anything in return! Signed exhausted mother!

  Business Response

  Date: 07/19/2023

  July 12, 2023
  
  
  *********************************
  ********************************************
  *************, ** 27526
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On June 29, 2023, we received your complaint, dated June 24,2023, filed with the Better Business Bureau.
  
  You stated that you had the $35.00 monthly plan, but you required more data allotment because your children have been out of school for the summer. You paid $25.00 additional to upgrade your plan to the $60.00 one,but the data was not available. Four days into the cycle you ran out of data,which you claim you never did previously with the $35.00 monthly plan. You indicated you are aware that when the data is consumed, the speeds are slower;however, you said that data at reduced speed is unusable. You requested a billing adjustment.
  
  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.
  
  We were unable to locate an account with the information provided in your complaint, and my calls to you went unanswered and unreturned.If assistance is needed regarding your account, please contact customer care at **************.
  
  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:06/23/2023

  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 steal money from me $40.90 dont want to me refund, credit or give me the service

  Business Response

  Date: 07/18/2023

  July 17, 2023
  
  
  
  ***********************
  ** 18201
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On June 29, 2023, we received your complaint, dated June 23,2023, filed with the Better Business Bureau.
  
  You stated that you were charged $40.90, but you were unable to get the service. You requested a refund.
  
  We were not able to locate a Boost Mobile account under your name, email address or the phone number you provided. As we cannot locate the account, we are unable to offer a refund.
  
  Please dispute the payment through your financial institution.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:06/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Boost Mobile service around May 7th for the unlimited plan plus hotspot. I had the plan for less than 10 hours and was not able to use my hotspot at all. I was asleep for most of that time and everything was unplugged. After contacting customer support multiple times I was told that I had used up all my data. When I asked how it is possible to use up data that fast they refused to answer. They blamed it on me leaving devices on. I tried to explain that wasnt possible because the hotspot was never available. I was promised that if I purchased a speed pass it would work. It did not. After multiple more requests I heard back from someone that said it was a known problem and I would just have to wait until June 7th for it to reset. I wanted to cancel my service but they said I had to wait. They did give me a credit for the hotspot and speed pass charges. However, they scammed me into to staying past their 30 day money back guarantee and refuse to refund me for the days I did not use the service. I cancelled my service around the 17th of June with only 10 days of service. They charged me for an entire month of service after they caused me to lose my second source of income by refusing to fix the hotspot issue. I demand a refund for the 21 days of service that I was charged for but didnt use. They should not be allowed to scam me out of money for a full months service when it wasnt used. I will report them as fraud as well.

  Business Response

  Date: 07/18/2023

  July 8, 2023
  
  
  
  *********************************
  Po Box 1354
  *******, ** 87801
  
  Re:          BBB Complaint #********
                  ************ -2023-06-29577
  
  Dear **********************:
  
  On June 29, 2023, we received your complaint, dated June 23, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for service with Boost Mobile around May 7, 2023, for the unlimited plan plus hotspot. You indicated that after activating your account, your data was showing used up within ten hours. You mentioned that you were told if you added the speed pass,more data would become available, which did not happen. You said you were told you would have to wait until the cycle date for more data to become available.You stated that you wanted to cancel the account but you were forced to keep it open. You said you disconnected the account around June 17, 2023, but you were still charged for an entire month. You requested a refund for 21 days.
  
  To confirm, you signed up for Boost Infinite not Boost Mobile.
  
  As stated in our terms and conditions, if you (or we) cancel your service before the end of your billing period, you will be charged for the full billing cycleyour charges will not be refunded or prorated. You will have access to your service until the end of the billing cycle. If you cancel your service within the first 30 days of your order, you will be eligible for a full refund under the 30-Day Money-Back Guarantee Policy.
  
  Boost Infinite offers a 30-day money-back guarantee for both phones, as explained in the Phone Return Policy and Services. If you are not satisfied with your phone or service, you can contact us by calling Boost ********************** at **************** within 30 days of your order and let us know. Once you have canceled your service, your first monthly amount will be refunded to the credit or debit card on file for your account.
  
  Our records indicate that the only known issue affecting your account was the Speed Pass and Data Hotspot not being available immediately after being added to the account; however, the account received a credit of $15.00 to cover this charge.
  
  Your account was established on May 7,2023, and the number was ported out on June 16, 2023. The account reflects no attempts to obtain port out information for the account prior to June 16, 2023, and at no time were you forced to continue service.
  
  We respectfully decline your request for a refund, as you fall outside of the money-back guarantee, and per our terms and conditions,charges are not refunded or prorated.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *************************************350
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20228662
  
  I am rejecting this response because: ************ is lying to cover how they treat customers. I signed up for the service that offered a 30 day money back guarantee. My hotspot and speed pass data wasnt not available neither immediately nor for the two months I had the service. I requested help multiple times and was told I used up my data and it was within a few hours of when I purchased the service and not 10 days as you are stating. I did make a request to port out prior to 30 days. I was told I had to wait until it reset and I would have data and I not I could port out until it was verified my data reset. They also said I would lose my phone number if I didnt follow this process. Yes, your representatives did force me to stay and it sounds like they are extremely dishonest. ************ has been rude and dishonest the whole time I have tried to resolve this. ************ just scams money off of people for services they dont provide.

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/28/2023

  How has this been satisfied? They took $26 out of my account for services they did not provide. They also tried to take another $26 for the following month after I had already been with a new service provider for 3 weeks. I had to block all charges from Boost to get them to stop attempting to take money.

  Customer Answer

  Date: 07/28/2023

  How has this been satisfied? They took $26 out of my account for services they did not provide. They also tried to take another $26 for the following month after I had already been with a new service provider for 3 weeks. I had to block all charges from Boost to get them to stop attempting to take money.

• Initial Complaint

  Date:06/23/2023

  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.

  Wednesday morning 6/21/2023 @ 856 AM made a payment for phone service thru boost mobile app after logging into my account. Service was disconnected later that day contacted cust service while workingbout of town . Was told to get proof of said payment and call back. Wed night when returned to town called back with proof, was told they cannot recieve any form of documentation. ??? Then why was ni told to get said info and call back??? was on hold and given the run around for over 2 hours then was hung up on just after close of business. Recontacted on Friday 6/23/2023 after payment was completly cleared from the bank (no longer pending) When spoke to a rep. was told same thing make a payment because they did not receive it. I "WAS" a long term cust of **************************+ years) without any issues. No gaps in service or missed payments. When asked how i could show them proof of payment, was informed that they could not recieve that info and to restore service i needed to make a payment! I'm sorry, I'm not paying twice for the same thing! Was treated like I was just trying to scam them out of a ***** $35!!! I DO NOT want there service I would like a refund of said $35 and a written formal apology, because they took money for a service and did not provide, that is the literal deffinition of theft.

  Business Response

  Date: 07/18/2023

  July 17, 2023
  
  
  
  Mr. *********************
  **************************************
  ***********, ** 43081
  
  Re:          BBB Complaint #********
  *************
  
  Dear ****************:
  
  On June 29, 2023, we received your complaint, dated June 23,2023, filed with the Better Business Bureau.
  
  You said that you made an online payment, but your service was disconnected later the same day. When you spoke to a representative, you were informed you would need to provide proof of the payment; but, when you did, you were told they could not receive any form of documentation. You requested a refund and a formal apology.
  
  Our records show that the payment in question was made via the web to another account at the same address under the same name. Since you are not listed on either of the two accounts as a joint owner or in any other capacity, I cannot provide specific information. However, I can confirm that the payment was located and a credit was applied to the correct account on June 25, 2023. A refund was issued on the same date.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20226350
  
  I am rejecting this response because: The account is mine it was setup in my girlfriend's name there is no option to change it. If the payment got applied to an account related with this phone number it should not have mattered what one it should have been applied to that number! I RECEIVED A TEXT MESSAGE ON THIS NUMBER TO VERIFY THAT THE PAYMENT WAS MADE! When spoke to representative they told me there was no way for me to verify any of this because they could not receive it. I don't see how your system sent me a notification on my phone saying payment was but you couldn't find it.So I made my payment (verified by you)when the mistake was realized it took you 3 days to re activate my service from that point when clearly I had made the payment. I am self employed, not having a phone to contact customers didn't do me any favors especially being without service for 5-6 days due to NO fault of my own. Then being spoke to like I didn't make said payment and no way to verify that I did was very frustrating. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/23/2023

  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.

  Date of the transaction April 12th, 2022 The amount of money you paid the business ****** What the business committed to provide you ************* for an entire year. What the nature of the dispute is Boostmobile wasn't able to provide the service. After several attempts to solve the issue I ended up using a different service provider. They said will refund the money and that havnt happened yet.Whether or not the business has tried to solve the problem Yes, they said they opened tickets to solve the issue, they sent an additional Sim card that does not solved the problem, they said will open a new ticket to refund and nothing happened.Account/order/tracking number Account number ************ Order number **************** Attached are the Account number provided by the carrier, the amount paid and still in their books and the last four numbers of the **** card I used to pay ahead for phone service for a year.I want a full refund and a complete deletion of that account including removal of my email, payment/credit card info, address and any other personal information boostmobile can have on their records about me.

  Business Response

  Date: 07/18/2023

  July 12, 2023
  
  
  
  *****************************
  ***********************************
  ****, ** 45323
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 29, 2023, we received your complaint, dated June 23,2023, filed with the Better Business Bureau.
  
  You said you were unable to receive service after you initiated your Boost Mobile account. You requested a refund.
  
  As your account was not fully activated, I submitted your $103.03 refund. Please allow three to five days for processing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/22/2023

  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.

  Im not sure when it first started but for a couple months now my phone wont call out or receive calls. This happens EVERY MONTH! I've tried every troubleshooting method and nothing works. They take money from my account for the bill but yet my calls never work! Nobody from customer service is helpful they keep telling me to try everything that I've already done! They need to either credit my account for every month or give me a refund. Im basically wasting money im paying for a phone that doesnt even work! Not sure if i need a new SIM card or what but im def not buying a new phone or purchasing a new SIM card.

  Business Response

  Date: 07/18/2023

  July 14, 2023
  
  
  
  *************************
  **********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *************************:
  
  On June 28, 2023, we received your complaint, dated June 22,2023, filed with the Better Business Bureau.
  
  You said you had issues with the phone not being able to make or receive calls.
  
  Our records show that on July 13, 2023, you performed a SIM swap while speaking with a Boost Mobile representative, and the issue was resolved.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:06/22/2023

  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 06/21/2023, I called and chatter with Boost Mobile representative, I explained that I currently have T mobile but inside of my current Job building there is **** towers and that is the only way to get reception is by using **** towers. I explained how I am solely interested on buying a plan to be able to get reception inside to able able to do my job and get calls and internet. The representative assured me that yes they do use **** towers and that I will be able to use esim after giving him my IMEI number. I let him know that I was to purchase it online because I needed to set it up right away and there was no problem.I went ahead paid them and went through a not so good experience with at least 3 different representativea that gave me attitude and did not help me at all they just wanted to get rid of me. All while I was polite and calm. I brushed it off. The next day I went to work expecting to have cellular network. But spend the whole day not being able to take any calls or anything again. I called the representative again and they told me that unfortunately the system gave me a T mobile network and that I can't use **** i explained my situation and they told me that they cannot help me unless I get a new line. I drove all the way to the store again explained it to her and she said that she cannot help me i have to call them. I called them and they said to go to the store i told her I was just in explain to her again asked for a resolution, she couldn't provide it and asked for a refund she refused. Then I asked to talked to a manager she told me it was am hour wait which i agrees to wait for than after 40 min she suddenly hanged up on me. I honestly do not care about the money but that they have wasted about 8 hours of my time plus me driving than taking my money while lying to me and treating there customers unethically. So Yes k do want my money which I will donate to charity. At this point i just want them to do what's right. Account #************

  Business Response

  Date: 07/18/2023

  July 12, 2023
  
  
  
  *************************
  ************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On June 28, 2023, we received your complaint, dated June 22,2023, filed with the Better Business Bureau.
  
  You said that you requested to be on the AT&T network when you initiated service, but you were put on the **Mobile network instead.  You canceled your service and requested a refund.
  
  Please note that your network is systemically-selected based on coverage at the address you provided when you initiated service.  Agents have no control over the network selected.
  
  While our terms of service provide that payments made to Boost Mobile are non-refundable, I made an exception and your $13.95 has been refunded.
  
  We sincerely regret any confusion or inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/22/2023

  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 signed up for a month of service (which is 30 days).My SIM card arrived yesterday June 21st, and today (Jun 22) I only have 27 remaining days of service.So... Boost's very first "welcome gift" to a new customer is to steal 2 days of service that I paid for?WTH???30-1 <> 27 I chatted with support who were completely unhelpful and wouldn't even look into the issue.

  Business Response

  Date: 07/18/2023

  July 14, 2023
  
  
  
  ***********************************
  ****************************
  *******, ** 33319
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 28, 2023, we received your complaint, dated June 22,2023, filed with the Better Business Bureau.
  
  You stated that you activated your Boost Mobile service on June 20, 2023, but when you checked your account the next day, you saw that there were only 27 days remaining in your billing period. You requested clarification of why your billing period was only 28 days.
  
  Please note that Boost Mobile charges for service every month on the same day.
  
  Our records indicate that your SIM card was activated on June 19, 2023. The Boost Mobile terms and conditions provided to you prior to your order being processed disclose that your SIM card will be activated automatically. We regret any inconvenience that this may have caused. Your payment will be due prior to the 18th of each month going forward.
  
  A review of your account shows you were provided a credit for one month of service on July 8, 2023, and no further compensation is warranted at this time.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20223552
  
  I am rejecting this response because:

  Numerous  statements in the response are patently false.

  1. The activation date that they list was BEFORE the *** arrived in the mail.  

  2. No "free month of service" has been afforded to me. That is either a BOLD FACE LIE, or they are confusing me with some other customer.

  3. The fact remains that I paid for 30 days of service and received only 28.  Apparently they "auto-activated" the *** while it was still en-route to me. That is NOT service that was received by me. There is no way that I could utilize the service on the 19th or 20th of June since they had not yet provided the *** card.

  4. When the *** card did arrive, I had to follow "activation instructions" in order to activate the ***. Thus.. No "Auto activation" had ever taken place. Only "Auto deduction of service days" (that I had paid for).

  5. This is about as scammy as scammy gets. REALLY??? Cheat every customer out of 2 days of service and then make BOLD FACE LIES about crediting an account with 30 days of free service when you clearly did no such thing???   Wow....  ALL OF THIS JUST TO CHEAT ME OUT OF 70 CENTS???????

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/02/2023

  July 27, 2023
  
  
  
  ***********************************
  ****************************
  *******, ** 33319
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On July 27, 2023, we received your rebuttal, dated July 27,2023, filed with the Better Business Bureau.
  
  You maintain that the *** card was activated before it arrived in the mail, depriving you of two days of service, and you have not received a month of credit.
  
  As previously stated, when you purchase the service the terms and conditions state your *** card will be automatically activated within 2-3 days of your order. Once the *** card is activated, you authorize Boost Mobile to charge your payment card the monthly total.
  
  You received a credit of $10.63, which is why you only had to pay one cent for your service in July 2023. Because you received an additional $11.74 credit for the month of July, additional billing adjustments are not warranted.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20223552
  
  I am rejecting this response because:

  First: I never asked for, nor do I desire a month's credit, not did I receive such credit in relation to this matter.

  I did receive a totally unrelated credit due to promotions on your Boost Mobile app.

  That is unrelated to the issue at hand.

  The issue at hand is how you claim to have "activated" service when the *** had not even arrived yet. 

  Yet... when the *** arrived, it was not activated and required me to follow instructions titled "activation instructions" before my phone would function with the ***. 

  Stop playing games here. You are intentionally short-changing every new customer for several days of the service that you are being paid to provide. 

  You are also engaging in false advertising when you advertise "30 days of service for xxx" because you know full well that you will only provide 28 days of service.

   

   

  
  Sincerely,
  
  *******************************