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

4,964 total complaints in the last 3 years.
1,517 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:06/18/2023
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.
Boost mobile is holding my number hostage and refuses to give me my transfer pin. My phone will not receive calls or texts and I have explained this to them but they insist I have to go to a store to handle this.No other cell provider that Ive ever been with makes it this hard. I have always been able to get my info right in the app.Not boost, they will do any underhanded thing they can to force you to stay. They knew I was calling from MY NUMBER, but still refused. If you already know Im on my number then whats the issue? Its boosts fault I cant receive any calls or texts in the first place. I can make calls and send texts but no receiving anything. Clearly they have trained their employees to be cut throat sales people who try to force and intimidate you into staying.I demand my number transfer information and I demand it now. Until I get it, this wont be resolved.
Business Response
Date: 07/14/2023
July 5, 2023

*************************
*****************************
*******, ** 24201

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

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

On June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You stated that Boost Mobile would not provide your port-out *** despite calling in from your ******************** phone number. You requested that we provide your port-out *** immediately.

Please note that the ********************************* (FCC)regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Our records show that your port out *** was provided and your phone number has been successfully ported to a new wireless carrier.

Please note that Boost Mobile requires that callers follow a specific account verification process in order to receive porting information to ensure that our customers phone numbers and account information remains secure.We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' experiences.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/18/2023
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 ordered a 3-month service at the promotion rate of $15.20. This went without a problem.I decided that I didn't need as much data, so I switched to a 1-year plan that has less data per month, for $102.82 including tax. I paid this amount on 1/31/23. However, on 4/30/23, $102.68 was auto-deducted from my account for no apparent reason. I contacted customer service on 4/30/23 to get a refund. The agent submitted ticket number ******* to request for a refund of $102.68. On 5/1/23, the refund request was denied with no reasons given. I opened a dispute with my credit chard company in May of 2023, and the amount of $102.68 was credited back to me. On 6/15/23, my service was suspended for "non-payment", even though I already paid for one year of service on 1/31/23, and a new payment is not supposed to be due until 1/31/24. I called customer service on 6/15/23 and spent 2 hours trying to get this problem resolved. I talked to a "supervisor", who assured me that she would take care of the issue. 3 days later, nothing has been done. I decided to make a payment of $102.68 just to see if the phone service would be restored. The payment was processed, but still no service. I then text chatted a Boost agent on 6/18/23 to try to get the refund of $102.68 that was incorrectly charged, and to correct the due date of the next payment (right now it still shows a due date of 7/29/23 in my account). The agent said she could only submit a ticket to have the problems resolved, and it would take at least 24 hours. So, to summarize, I have had no phone service for 3 days even though I already paid for the service, and I was charged an extra amount after just 3 months, with another extra amount due after another 3 months. I need to have 1) phone service restored right away 2) $102.68 refunded 3) incorrect due date corrected. Thank you.
Business Response
Date: 07/14/2023
July 11, 2023

*****************
16822 ***********************.
************, ** 63005

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

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

On June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said that you switched to an annual plan for $102.68 per year, which was paid on January 31, 2023. On April 30, 2023, an additional $102.68 was withdrawn from your account without explanation. Your request for a refund was denied so a dispute was filed with your financial institution, and the funds were credited back to the account. On June 16, 2023, your service was suspended even though a payment was not due until January 31, ****.

A plan cannot be switched from a higher-priced one to a lower-priced one while still within the service period. You were still in the three-month plan when you attempted the change. This created an issue within the billing process,which is the reason a second payment was withdrawn on April 30, 2023. Your account is still on the three-month plan and we are working with our technical support team to switch you to the annual plan you thought you had moved to.However, we cannot guarantee the annual due date once this is completed.

On June 19, 2023, a refund of $102.68 was issued.

Sincerely,

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

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

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

Customer Answer
Date: 07/14/2023

Complaint: 20203672

I am rejecting this response because:
A refund of $102.68 was never issued on 6/19/23. I actually made a payment of $102.68 on 6/19/23 to get my service turned back on since my service was erroneously suspended and I couldn't get anybody at Boost Mobile to correct the problem.
Please provide a refund of $102.68. So far I have paid $102.82+$102.68+$102.68, and I have only gotten $102.68 back.
I have been notified that the due date has been corrected, from July 2023 to January 2024. I appreciate that.
Sincerely,

*****************
Business Response
Date: 07/31/2023
July 25, 2023

*****************
16822 ***********************.
************, ** 63005

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

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

On July 25, 2023, we received your rebuttal, dated July 24,2023, filed with the Better Business Bureau.

You said you filed a rebuttal because you paid two payments of $102.68 each and one payment of $102.82, but you only received one refund for $102.68.

As stated in my email to you on July 25, 2023, we do not have a record of a $102.82 payment to your account. We have records for two payments of $102.68 on April 29, 2023, and on June 18, 2023. On June 19, 2023, a refund was issued for the payment made on June 18, 2023, which you confirm in your complaint.

If you can provide me with documentation showing that the payment of $102.82 was deducted from your bank or credit card account and paid to ********************, I will conduct further investigation into this matter. You can respond to my email and include the information requested.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/18/2023
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.
Boost mobile initiated a sim swap at around 10:30 pm on the night of June 16 of 2023. This was a swap without my consent to a fraudulent iPhone 8 plus in ******* *****. I had to wait until customer service opened at 7:00 am the following day to figure out why i lost service and how my phone number was transferred to a device that is not owned by me without my consent. After two hours with a tech support they said i would have to purchase a new sim out of my pocket. Went to Boost store while at work. I lost two hours of over time to go to store to purchase a new sim. I put new sim in and contact boost. They tell me wait 4 hours and it will be on automatically after another hour and thirty minutes with tech support. No change in service after 4 hours. At this point my iPhone se 2020 that was purchased from boost is stuck on sim not supported screen. Call boost tech again. Phone call lasted 3 hours at this point I'm getting disrespected by tech support and they tell me I need fraudulent iPhone 8 information. How am I supposed to have that? I do not own the phone boost tech swapped to without my consent. Then they tell me I must go to Boost store again to purchase new sim or wait two more days for a new sim to be sent. I went to boost store wont fix my phone unless I pay. No help still phone is worthless.
Business Response
Date: 07/14/2023
July 10, 2023

*******************************
6460 **********************
*******, ** 44266

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

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

On June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said that on June 16, 2023, a SIM card swap was performed on your device without your consent. After contacting Boost Mobile and spending many hours on the phone, they were unable to get your service working.

If you feel your device has been compromised, below are a few steps you can take:

Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Change your Boost Mobile PIN This can be done through your online account or the ******************** app.

A review of your Boost Mobile account indicates you ported out to a new provider and your account has been disconnected.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/18/2023
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 phone bill was due on the 14th of June and I had made the $50 payment on the 16th of June! Its now June 18th and I still have no service in my phone! *** called went to the store Ive spoke to customer service more than 7 times on the phone and nobody has helped me understand why I have no service still! Ive waiting days the money was taken from my bank account ! Nobody is helping me and I need my phone on I work with my phone an have kids! All your workers have given me the run around !
Business Response
Date: 07/14/2023
July 6, 2023

Ms. ****** ******
** 11433

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

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

On June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said that you made a payment, but your service was still suspended. You requested a refund.

A review of our records show that your service was restored on June 19, 2023.

While we sincerely regret any inconvenience this issue may have caused, we are unable to provide a refund for this issue as service, for which the payment was made, has been used.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.

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

                *********************
Initial Complaint
Date:06/18/2023
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 went online to switch to boost infinite. After two days I was advised that my phone was locked and I would not be able to bring it to boost. I advised numerous representatives that I would not be able to unlock the phone I canceled service because you were unable to activate. I get a letter from you saying my payment did not go through I was charged a bank fee of *****i called and requested that this be placed back in my account and was advised to get with my bank. My bank did nothing incorrectly. I asked for a manager only to be told none available I called back and still none available I simply wush that boost infinite pay the nsf fees for the charges they were not authorized to do because everything was cancelled
Business Response
Date: 07/14/2023
July 11, 2023

*******************************
***********************************
******, ** 30260

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

Dear Ms. *********************** June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said you attempted to switch to Boost Infinite but your phone was locked and you could not move it to Boost Mobile; therefore, you canceled the request. However, you received notification that your payment did not go through, and you were charged a nonsufficient funds fee (***) of $37.00 by your bank. You requested the *** be refunded because Boost Mobile was not authorized to withdraw the payment.

Your account shows that you would have needed to input the account information and authorized the payment before you canceled the request.While you were trying to get your phone unlocked, Boost Mobile applied a credit to your account to allow you the time necessary to complete the process. In addition, Boost Mobile did not receive any funds because there was nonsufficient money in the account to cover the charge. Unfortunately, you must work with your financial institution to resolve this matter.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/18/2023
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.
To whom it may concern I paid my phone bill and they cut my phone off and took my money now I'm without a phone and money and I am disabled and have no way of getting ahold of anyone in case of an emergency
Business Response
Date: 06/22/2023
June 19, 2023

*************************
*************************************
*******, ** 32189

Re:          BBB Complaint #********
                A85312060023 - *************

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

On June 19, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said Republic Wireless disconnected your phone line after you made a payment.

I reviewed your calls to us and found that on the morning of June 18, 2023, you contacted us regarding your due date. During that conversation, you requested to cancel both of your phone lines immediately. The agent did as you asked, but you then contacted us and indicated that the agent canceled your service incorrectly.

Your line for ************** was restored, per your request.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Republic Wireless

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

                *********************
Initial Complaint
Date:06/18/2023
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 pay for unlimited phone service but my data service has been unusable a lot of times last 3 months with long wait for internet and pics and texts not being sent because of a lack of data available. This apparently coincides with the data breach and now I have to worry about identity theft and all that stuff because they could not keep hackers out. A couple of days ago(before I heard about data breach) I was chatting with them for hours trying to get a refund for those 3 months and they refused. This is after 10 failed attempts to talk to them while being out on hold for hours with no answer and hung up on after spending long wait times to talk to a person.
Business Response
Date: 07/14/2023
July 7, 2023

*********************
** 98126

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

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

On June 23, 2023, we received your complaint, dated June 18,2023, filed with the Better Business Bureau.

You said that you were experiencing issues with your data. You requested a refund for your last three full payments. You also indicated that your information may have been compromised. In addition, you mentioned the customer service you experienced.

Our records indicate that you contacted us regarding data issues on June 10, 2023. You declined to do any troubleshooting and only demanded to receive the $50.00 unlimited plan at a discount. You contacted us again on June 16, 2023, demanding to be refunded for three months of payments. The agent advised you of the need for troubleshooting and attempted to transfer you to our Technical Support Team, but the call dropped or was terminated while on hold.

Please contact us to troubleshoot any issue you may be experiencing at the time it is occurring.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

A $47.00 refund was processed as a courtesy on June 17,2023. As we have not been given the opportunity to investigate your claims, we are unable to provide another refund.

On February 23, 2023, we experienced a cybersecurity incident that affected some of our internal communications,customer call centers and internet sites. Our investigation into the extent of the incident is now substantially completed.We have determined that our customer databases were not accessed in this incident. However, we have confirmed that certain employee-related records as well as a limited number of other records containing personal information were among the data extracted. We have taken steps to protect the affected records and personal information, and we received confirmation that the extracted data has been deleted.

In reviewing your calls, I found our agents attempted to address your concerns in a professional manner, a courtesy that was not returned.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/17/2023
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 May 28 2023 my billing date Boost mobile charged my checking account of the amount of $132 then on June 8th 2023 charged my checking account for an additional $112 I called and was told I would receive a credit on my account for 132 which I did I was also told that I would be receiving a refund of the $132 because my billing date mysteriously changed and no one could give a reason why. I never received the refund to my checking account so I called again a couple days later and was told that I would be receiving it. Never Happened. I then go and purchase a another phone to add to my family plan I try to activate online was told I had to go to a store and do it. I go to the store and they are trying to charge me an activation fee which I have never had to do in the past when adding a line to my family account. The guy at the store tells me to call boost mobile customer service and they will do it for free. I call boost mobile and I am told that my plan no longer exists and that I cant add a line to my account unless I do it at the store.I was never informed of any changes to my account and the wire fraud issue of charging my bank account twice I was informed that I am no longer going to get a refund but they will credit my boost account instead of refunding my bank account and on top of that I can not use my credit to activate the line I want to add to my account I can only use the credits given for my current bill.I had to drive to another city to just to be told that I could call customer service and they would add a line to my account. Call customer service just to be told by a manager that I cant add a line and to travel back to the store and no refund will be issued because of the date being ten days out from the bill when I called the day they billed me twice and was told that a refund was issued to my checking account. This is not how you keep customers and I should have to chat with customer service 5 times and then be told we cant help you and the credit we give you is all we can do, But that credit can only be used on your bill. Cant use it for activation or to purchase anything for boost, This is fraud and I feel robbed.I want a refund, An explanation and why I was never informed.Why did my billing date change?Why cant I use the Credits given to me to purchase from boost?Why are you forcing current customers to go to store to add a line just to be charged a fee to add a line? I have never had to do that.
Business Response
Date: 07/14/2023
July 12, 2023

*****************************
********************************
****, ** 84043

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

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

On June 22, 2023, we received your complaint, dated Jun 17,2022, filed with the Better Business Bureau.

You stated that you made two payments for the same billing period, so you requested a refund for the extra one. You also mentioned that you tried to add a line to your account, but you were told that we are unable to. Additionally, you would like to know why there is a fee to add a line at a retail store.

Our records indicate that you spoke to a representative on June 17, 2023, who stated that we could not refund the payment; however, we could apply a credit to your account to cover a free month of service. Because Boost Mobile is a prepaid service, a refund would cause your account to be suspended for non-payment, and the applied credit is the best method to compensate you for this issue.

On June 2, 2023, your account was migrated into our new billing system. As a result, the plan you are on is no longer available; it has been grandfathered into the new system, but no changes are possible without losing it. Our records show that you set up and activated a separate account for the additional line. We apologize for any inconvenience.

All Boost Mobile retail stores are independently owned and operated; and therefore, make their own policies regarding transaction fees.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/14/2023

Complaint: 20201876

I am rejecting this response because:

I was lied to by boost mobile reps who told me I would receive my refund, I was on an automatic payment system and boost double billed me I never intentionally made a payment twice. Boost took payment twice without consent, changed my billing date without notice and never told me that my plan would be grandfathered in to the new boost which is now owned by direct tv.
Sincerely,

*************************
Initial Complaint
Date:06/17/2023
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.
Boost mobile charged me 5 times on my account when they wasn't supposed to just 1. As they refunded me for the payments. In the meantime my credit card was shut off 2 weeks until I could receive another. On top of that they refunded me one of the payments that was supposed to stay on the account or my bank rejected because they attempted so many times and successfully withdrawn money. 2 weeks later they then shut my phone off from the 1 payment. Phone was cut off. I IMMEDIATELY paid it! I use my phone for Business. Since paid they HAVE NOT restored my services. As it has been days now without being able to communicate with new and past customers. They said 24 hours to restore my phone. We are now going on 48 hours. I would like to receive compensation for all work calls I missed
Business Response
Date: 07/14/2023
July 1, 2023

***************************
*********************************************
Marriotsville, ** 21104

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

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

On June 22, 2023, we received your complaint, dated June 17,2023, filed with the Better Business Bureau.

You stated that Boost Mobile charged you five times instead of one. You said that the additional payments were refunded, but two weeks later your phone was shut off. This caused you to make an additional payment,and you requested compensation.

Our records indicate that your account was impacted by an error that caused multiple payments to be withdrawn through the application. On May 27, 2023, five payments of $60.00 were processed. On June 2, 2023, four refunds of $60.00 each were issued, and the fifth payment remained on the account for the normal monthly charge.

On June 16, 2023, your financial institution submitted a chargeback, which caused your account to be interrupted.

We respectfully decline your request for compensation, as you received all warranted refunds, plus a one-time $50.00 courtesy credit.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

                *********************;
Customer Answer
Date: 07/14/2023

Complaint: 20201717

I am rejecting this response because:
After resubmitting the payment IMMEDIATELY, my phone remained off for 2 more additional days as they seeked the department to turn my phone back on! I lost so much business those 2 days and not only that it was fathers day weekend and I could not communicate with my son at his baseball tournament! If they error on YOUR END didn't happen this situation would have never occurred. Not only did I pay immediately YOU also required me to make ANOTHER payment just to tell me the same thing. That customer service could not turn my phone back on and someone in back office had to do it AFTER it was paid IMMEDIATELY! There is NO reasonable reason my phone should have continued to be off after paying TWICE!
Sincerely,

***********************
Initial Complaint
Date:06/17/2023
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 bill online said it is due June 16 I pay my bill on the 17th in the morning note its prepaid account and Ive had the service around 20 years so after I pay my bill I go out to work I work off my phone via internet the internet is not working call customer service they say my cycle from my last bill doesnt end until the 18th and somehow I used all the internet from that (cycle) they are calling it like I stated had the service around 20 years never had this problem said my bill was due the 16th pay it the 17th but the service doesnt start until the 18th and this is a no contract monthly pre paid service one of the the reasons I have the service the flexibility so now if you pay your bill late some days or even a week sometimes it can happen so if you pay it a week late your bill is still due the same day next month which means you will pay a full months services but only get 3 weeks and not no emails texts or phone calls notifying of these drastic changes so I payed my bill today and it wont work until tomorrow and the only explanation I get is its how our system is now after 20 years of paying for a monthly service never having this problem before I could have just paid my bill tomorrow since I cant use it to work even though I payed my bill
Business Response
Date: 07/14/2023
July 12, 2023

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

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

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

On June 22, 2023, we received your complaint, dated Jun 17, 2022, filed with the Better Business Bureau.

You stated that you paid your bill for June 17, 2023, on June 6, but you lost service and had to pay for additional data that day. You indicated that this has never happened before, and you requested an explanation.

We spoke by telephone on July 12, 2023. You said that you used to be able to pay in advance of your due date to reset your billing cycle. I informed you that your account has been moved into our new billing system and that option is no longer available. I applied a $10.00 credit to your account as compensation for the additional data you purchased.

Sincerely,

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

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

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

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