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:06/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a locked iPhone SE from boost mobile and been on their postpaid network for more than 1 year. Per their cell phone unlock policy, I've met all requirements, but they still refuse to unlock my phone.
Business Response
Date: 07/12/2023
July 10, 2023

***********************
1563 **************.
***********, ** 91765

Re:BBB Complaint #********
928635022190 - *************

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

On June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You said you purchased a locked iPhone SE from Boost Mobile and it has been active on your account for over a year. You stated that Boost Mobile refused to unlock your phone, even though you have met all of the requirements to have the phone unlocked.

A review of your Boost Mobile account indicates your unlock request was rejected due to the phone not matching what is active on your account.

You can contact me directly at ************** with proof of purchase and I can work on getting your device unlocked.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

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

Customer Answer
Date: 07/12/2023

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:06/15/2023
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.
First off I been with boost for over 20years!!!On June 7th 2023 i went into the boost mobile store and I upgraded my perfectly working iPhone XR to iPhone ********************************************************************************************************* my old phone the Xr stop working..all the lines are with boost the phones were purchased through boost and everything! We continue to get error saying the phone is locked the sim not supported the guy in the store called customer service the iPhone XR should of NEVER been locked it was paid off over 2 years ago and thank God I keep my receipts!!! The HORRIBLE customer service team have given me the run around since then first they said it will take 24 hrs then 48 hrs it has been 9 days since and they have yet to unlock the phone or just simply replace the phone!!!! I am beyond frustrated as a single mother I did NOT have 250$ I would of never upgraded my phone it was working perfectly fine..I ONLY did so because my daughter needed a phone!!!! And still does. I have cried and begged them to help me Ive NEVER been this mistreated in my years of service with them and they continue to give me the run around. Also so my daughters been without a phone since June 7th and they havent accommodate by ****!!!Please help me
Business Response
Date: 07/12/2023

June 21, 2023

*********************************************
***********************************
************, ** 46224

Re:BBB Complaint #********
980029164241 - *************

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

On June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You stated that on June 7, 2023, you visited a Boost Mobile store and upgraded your iPhone XR to the iPhone 12. You said this upgrade was completed to allow your daughter to use the iPhone XR, but when the *** card was inserted into the phone, it was not working due to the iPhone XR being locked by Apple. You stated that the Boost Mobile store called customer service to have the phone unlocked. You mentioned that it was nine days prior to Apple unlocking the phone, and as it was paid off, it never should have been locked.

My attempts to contact you regarding this issue were unsuccessful, but I left a voice message each time.

Our records indicate that the iPhone XR is currently working properly and utilizing the networks data. Records indicate that both the iPhones are unlocked and are currently utilizing the network. I have applied a $20.00 credit to the account for time without service.

Sincerely,

*****************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:06/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/26/23 Boost Mobile took $10 from my account for no reason, also on 5/27/2023 they took $12.58 out my account for new service that was never activated and will not give a refund. I do not think its fair that they took my money for services not used and will not give it back. Or that they randomly took money out of my account and will not refund that.
Business Response
Date: 07/12/2023
July 1, 2023

Ms. Keeairra Brookfield
8 *********.
**********, ** 63033

Re:BBB Complaint #********
840706715326 or ************ - *************

Dear Ms. ********************* June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You stated that you were charged $10.00 on May 26, 2023, and $12.58 on May 27, 2023, and both of these were unauthorized. You requested a refund.

Our records show the charges were for a data pack ($10.00) and a SIM card ($12.58). A refund of $20.00 was sent to the card ending in ****. You accepted this resolution.

Please reach out to your financial institution if you have any questions.

We apologize for the inconvenience.

Sincerely,

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

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

*****************************
Customer Answer
Date: 07/12/2023

Complaint: 20192266

I am rejecting this response because:
For the month of May I paid $19.49 for my bill. May 20 I went onto the Boost Mobile app to purchase a $10 data package, My purchase at the time did not go towards the data package. It went towards my bill which I was actually charged *****. I called Boost spoke to a rep on May 24 and explained this to him. I ask him if I purchased my data over the phone with him will it actually go towards my data. He assured me it would and that I could get a refund for the data package I previously purchase through the Boost Mobile app. So on May 24 I paid that rep $10 for a data package. After hanging up with him and waiting for my data to come, it did not. So I called back to get a refund. On May 28 I was credited $10 to my account, on May 29 I was credited $10 to my account. On May ********************* getting my credits for the data I never received, $10 was taking out of my account per screenshots. At this time my plan with Boost was cancelled so it was no reason for any money to be removed on this day. I purchase the sim card on May 27, and I paid the amount that I was suppose to which was the *****. After purchasing the **** card and trying to activate it, it would never activate. I called Boost numerous times for help with this situation and no one could help or tell me why the **** card would not activate. Its still not activated, never was activated. So I would like my money back for it, along with the $10 that was taking out my account on May 26.

Sincerely,

Keeairra Brookfield
Business Response
Date: 07/26/2023
July 21, 2023

Ms. Keeairra Brookfield
8 *********.
**********, ** 63033

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

Dear Ms. ********************* July 21, 2023, we received your rebuttal, dated July 21,2023, filed with the Better Business Bureau.

You rejected our response, as you did not receive a refund for the $10.00 taken out of your account on May 26, 2023. Additionally, you said that you purchased a *** card for $12.58, but you never activated it. You requested a refund for the data pack and the *** card.

I submitted a refund for the $10.03 data pack. Your request for additional refunds is denied.

Sincerely,

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

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

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

Customer Answer
Date: 08/02/2023

Complaint: 20192266

I am rejecting this response because:
For the month of May I paid $19.49 for my bill. May 20 I went onto the Boost Mobile app to purchase a $10 data package, My purchase at the time did not go towards the data package. It went towards my bill which I was actually charged *****. I called Boost spoke to a rep on May 24 and explained this to him. I ask him if I purchased my data over the phone with him will it actually go towards my data. He assured me it would and that I could get a refund for the data package I previously purchase through the Boost Mobile app. So on May 24 I paid that rep $10 for a data package. After hanging up with him and waiting for my data to come, it did not. So I called back to get a refund. On May 28 I was credited $10 to my account, on May 29 I was credited $10 to my account.On May ********************* getting my credits for the data I never received,$10 was taking out of my account per screenshots. At this time my plan with Boost was cancelled so it was no reason for any money to be removed on this day. I purchase the sim card on May 27, and I paid the amount that I was suppose to which was the *****. After purchasing the **** card and trying to activate it, it would never activate. I called Boost numerous times for help with this situation and no one could help or tell me why the **** card would not activate. Its still not activated, never was activated. So I would like my money back for it, along with the $10 that was taking out my account on May 26. IM NOT SURE IF YOU NOT READING WHAT IM SAYING JUST LIKE YOUR REPS WAS NOT LISTENING TO ME. WITH MY PROOF SHOWING I WAS REFUNDED ON MAY 28 AND MAY 29 $10 FOR MY DATA PACKAGE. BUT WHY WAS $10 TAKEN OUT ON MAY 26.IT WAS NO NEED FOR MONEY TO BE TAKEN OUT OF MY ACCOUNT AND I NEED THAT BACK.WHEN I PURCHASE THE *** CARD THERE WAS NO CLAUSE TELLING ME IF NOT ACTIVATED I COULD NOT BE REFUNDED SO IM NOT SURE WHY I CAN NOT BE REFUNDED FOR SOMETHING YOUR COMPANY BOOST COULD NOT ACTIVATE. I T WAS NOT DUE TO ME.

Sincerely,

Keeairra Brookfield
Initial Complaint
Date:06/15/2023
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 paid my Boost Mobile bill today, June 15th,2023 via the Boost One App on my phone. I paid via my credit card on file for my monthly charges which are $ 35. I wanted my plan to be restarted for today June 15th,2023, my actually billing date id June *********. I was told no by the **************** Rep after being place on two long holds. I also called the Boost Mobile *************& **** Streets in ******** **** and explained what I needed only to be told I had to call the 1 800 customer service number which I had already done. Boost Mobile has my payment but as a customer I am told no for something that has been taken care of in the past. I was told no twice without any reason given as to why??? This is my second complaint to the Better Business Bureau against Boost Mobile for poor and rude customer service.
Business Response
Date: 07/12/2023
July 8, 2023

*************************
******************************************* 406
********, ** 43215

Re:BBB Complaint #********
310024709884 - *************

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

On June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You stated that you attempted to restart your data by making a payment, and you claimed you were able to do so in the past. However, you said you are no longer able to renew your monthly data allotment by making a new monthly payment. You also expressed frustration with the customer service you received, as you stated agents were rude to you.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available. Consequently, the ability to renew your monthly data allotment via monthly payments is currently unavailable. Please be assured that we are diligently working towards implementing this feature for future use.

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.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
********************************************************************

*****************************
Initial Complaint
Date:06/15/2023
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.
For the past 3 months. I've been paying 2 phone bills. 1 is a deactivated phone number, the other is my current bill. I call every month with the issue and they always say their systems are down. I just want my adjustments made. Today they said all they can do is send it to billing to review after being on the phone for 2 hours they requested that pay the bills again to keep my phone activated and they will not adjust my bill or apply any money that is owed to me to my current account that is now due after being told 2 days ago this issue was resolved and today we find out no notes or adjusts have been made to the account. They refuse to patch me through to a supervisor and now I'm owed $200.00
Business Response
Date: 07/12/2023
July 11, 2023

*****************************
13 ********
********, ** 77414

Re:BBB Complaint #********
129499159772 - *************

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

On June 22, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You claimed that you are being charged for two phones despite one being deactivated, and you requested a billing adjustment. You also expressed concern with the customer service you were provided, as you claimed you could not be transferred to a supervisor.

Our records show you have been billed correctly and have only been charged for one phone. Your request for a billing adjustment has been denied.

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.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

*****************************
Initial Complaint
Date:06/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 3-month $15 plan on boost mobile on May 8, and paid for $45 plus tax. In May the due day on the app appear to be August 7, which is totally correct. However, boost mobile suspended my line without any reason on June 7, and I called them on June 8 to figure out why. They admitted it is their fault and promised that they will recover the line within 24 to 72 hours. However, after 72 hours nothing happened. I contacted them again and they promised again that they will recover it in 48 hours. After another 48 hours, the line is still suspended. Now I cannot get access to my line at all and it is still suspended after a whole week, and they refused to give me a timeframe to fix the issue, which is totally their fault in the first place.
Business Response
Date: 07/12/2023
July 5, 2023

***************
**********************************. 2J
***********, 07024

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

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

On June 21, 2023, we received your complaint, dated June 15, 2023, filed with the Better Business Bureau.

You stated that on May 8, 2023, you purchased a three-month plan at $45.00 plus tax. You indicated your due date on the app was showing as August 7, 2023, but on June 7, 2023, your line was suspended. You said that customer service was unable to figure out the reason. You requested a refund.

A refund of $30.00 has been requested.

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

Sincerely,

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

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

*********************;

Customer Answer
Date: 07/12/2023

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:06/15/2023
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 advertises itself as a no contract phone service provider but that is untrue. I purchased a phone from them and I paid for the phone in full online. I chose a phone service plan from them and paid for a months service at the same time I purchased the phone. The entire process of shopping for the phone and looking through plan options, the website specifically said it was no contract and that I could cancel at any time. At no time did I see anything on the site that said I had a contract of any kind or that I was signing up to have service for a specific period of time. Upon using their service I found it did not work for my needs. The plan advertised a certain amount of high speed data after which the speeds would be slowed but otherwise the plan was for unlimited data. When they slowed the data speed I found that the phone was unusable for any basic data tasks and could only take calls and texts. This did not work for me, so I decided to change to another company. Slowing the speed is deceptive here, it was slowed to the point of unusability although my plan said I had unlimited data. Boost mobile refused to unlock my phone from the network, stating that I had to have phone service with them for 12 months before I was eligible for it to be unlocked. They repeatedly told me over the phone that I did not have a contract, yet they refused to unlock the phone that I paid for in full and own. They verified that yes, they saw on their end that I own the phone and I do not owe them any back charges for anything. The only reason they stated for refusing to unlock the phone was that I was required to have 12 months of service with them. They said I could find this information in their terms and policies, but it was not clearly stated to me when I purchased the phone or the plan.The only remedy they offered me was to switch me to a cheaper plan. This no contract phone plan that I can cancel any time is actually a 12 month contract.
Business Response
Date: 07/12/2023
July 10, 2023

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

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

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

On June 21, 2023, we received your complaint, dated Jun 15, 2022, filed with the Better Business Bureau.

You stated that Boost Mobile advertises as a no-contract provider, but you were not told you would have to keep a device active with ******************** for 12 months before it would be eligible for unlocking. You requested that Boost Mobile unlock your device.

There is no commitment or contract for Boost Mobile service, as you said. However, Boost Mobile heavily discounts the cost of devices purchased through our website. In return, the Boost Mobile terms of use (which you agreed to upon activation of your account) state that a device purchased through Boost Mobile must be active for 12 months before it can be unlocked.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Unfortunately, your device does not qualify to be unlocked at this time.

Sincerely,

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

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

*********************
Initial Complaint
Date:06/14/2023
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 was under the impression the service worked well in my area but it does not I want a refund of unused time I'm more then willing to pay for used time and most of all I want my phone number I'm getting the run around I contacted the day after activation went to the store and followed all procedures I could but it clear they are holding my number or my money
Business Response
Date: 07/11/2023
June 28, 2023

Mr. *********************
***********************************************************

Re:BBB Complaint #********
417269232751 - *************

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

On June 21, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.

You stated that you purchased an annual service plan, but the service is not sufficient in your area. You requested that we release your phone number and provide a prorated refund for the remaining time on your service plan.

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.

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.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.

Please note that our system shows your phone number is eligible for port out to a new wireless carrier. Please submit your porting request with your new wireless carrier. Please ensure that your Boost Mobile remains active throughout the porting process, or else the port out request will be denied.

Please reach out to me directly at ************************* once your port out has been completed, and I will issue a refund for the unused portion of your annual service plan.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:06/14/2023
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.
In November 2022 account ************ was opened by me and November or December 2022 account ************ was opened by me as well. Both accounts were promised to receive $200 gift cards, totaling $400 of advanced payments were received for 3 months before February 28, 2023. I paid well before this date all 3 monthly payments. I started calling the location which temporarily closed for several months and so I started calling another *** location and called Boostmobile toll number. About April timeframe, I was continuously informed that there was system issues and they were manually reconciling all gift card accounts and itll take about a month to reconcile. Fast forward to mid May to check back and wonder why I still havent received my gift cards and have had multiple tickets submitted with no resolution. On all the tickets, I requested all agents to put in there if there is any issues to call me to resolve. First, Boostmobile supervisors have intentionally hung up on me. And 2nd, I have paid 3 advanced payments and now Boostmobile isnt giving me my $400 for my husband and I account. I eventually contacted Incomm Incentives, 3rd party for the promotion, and they have pointed fingers back to Boostmobile and so has the store location. Boostmobile needs to do their part and send the gift cards. If they are having issues, then they need to contact me to resolve. If they are having issues with resolving through a gift card, then Boostmobile needs to compensate me with a credit to both accounts. I have done my part. Boostmobile is failing to do their part.
Business Response
Date: 07/11/2023
June 27, 2023

Ms. **********************
**********************

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

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

On June 21, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.

You said you initiated two accounts under the $200.00 eGift Card Black Friday promotion, but you had not received a gift card for either account.

A review of our records shows that the account for phone number ************** was initiated before the Black Friday promotion began and is, therefore, not eligible.

I was unable to locate an account linked with the phone number **************.

While we sincerely regret any confusion, we are unable to provide any adjustments or gift cards for this issue.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

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

Customer Answer
Date: 07/11/2023

Complaint: 20186115

I am rejecting this response because the store location at ****************************************************** had the promotion in their store and activated ************ (Wednesday Shafers account) and ************ (****************************** account-my husband) with this promotion agreement. No other representative that I have spoke to has ever in the last 4 months said that these accounts were opened outside the promotion dates. If this is the case that the promotion, the store location should be legally fined or email me a refund since I have just yesterday closed my accounts and went to ******* who so far is a more reliable carrier. This is considered fraudulent to sale a product under false pretenses. And if this is the case, I request the flyer that states this. Because the flyers at the store didnt have any dates on them. I have been given every excuse possible with Boostmobile since the end of February and this is a new excuse. Every agent that could see my account has told me that based on my dates of activation, I should be eligible for this promotion.

Sincerely,

Wednesday ******
Business Response
Date: 07/25/2023
July 24, 2023

Ms. Wednesday ******
** 73132

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

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

On July 21, 2023, we received your rebuttal, dated July 21,2023, filed with the Better Business Bureau.

You maintain that you were eligible for the Black Friday $200.00 gift card promotion.

The promotion ended in April 2023, and all offers had to be redeemed by April 18, 2023. Agents attempted to have the gift card processed; however, our Promotions Team found the account ineligible.

While we sincerely regret any confusion or inconvenience, we are unable to process gift cards for this account.

Sincerely,

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

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

                *********************
Customer Answer
Date: 08/02/2023

Complaint: 20186115

I am rejecting this response because:
I called from the last week of February all the way through Just recently. I called every week, even multiple times throughout the week to the store location at ******* and MacArthur in ************* and **** and Rockwell in ************* and to the Boostmobile toll free number. I have gotten tons of excuses from the Boostmobile system has been down and agents are reconciling who gets the promotion to the excuse I should wait and Ill receive the gift card text since the system is fixed to the excuse of I ordered this product outside the Black Friday promotion dates to the excuse that I submit it by April 18th.
The first thing I was told when I bought the phones that I was supposed to get a text and then get an email to get the gift cards. I transferred my phones from ******* and made all 3 payments well before the last week of February.
The problem is that I never got my text until May 18th which is after the promotion deadline that you are saying is April 18. At that point, I had already been proactively attempting to check my status for the gift cards since February with the locations and the Boostmobile toll number.
Boostmobile didnt do what they promised and this is considered fraudulent. Boostmobile hasnt been able to provide me with any proof of why I am not eligible for the promotion.

Sincerely,

Wednesday ******
Initial Complaint
Date:06/14/2023
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.
March 17, 2023 Boost Mobile withdrew $57.00 from my checking account for services not rendered. At the time I'd lost my iphone and Boost Mobile was experiencing technical difficulties which prompted me to move to another provider. This withdrawal happened after I discontinued my services with Boost. When Boost resumed services I requested a refund only to be told I would have to wait until they were fully operational. I got the runaround on two occasions. Now that they are fully operational I'm told I cannot get a because the 10 day time period for refunds had lasped despite their website being down. I requested to speak with a supervisor twice and was informed of an hour wait time or I could dispute the charges with my bank.
Business Response
Date: 07/11/2023
July 6, 2023

*********************************
2016 ***************.
*************, ** 77489

Re:BBB Complaint #********
210411641037 - *************

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

On June 21, 2023, we received your complaint, dated June 14, 2023, filed with the Better Business Bureau.

You stated that your final monthly charge of $57.00 was withdrawn from your bank account after you ported your phone number to a new wireless carrier. You requested that we refund this payment.

Please be advised that our records show your monthly service charge of $50.00 was withdrawn via AutoPay on March 17, 2023. Your phone number was not ported out until March 18, 2023; as such this payment was required to ensure that your account remained active throughout the porting process.

While the Boost Mobile terms and conditions state that all payments made to Boost Mobile are final and non-refundable, I submitted a refund request for your $57.00 payment. Please allow ***** business days for processing.

Sincerely,

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

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

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

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