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

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  827 Taylor Ave Towson, MD 21286

• 

  Boost Mobile

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

• 

  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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:06/08/2023

  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.

  Today is June 8th 2023.Boost mobile phone *******. I paid my bill ***** on May 15th 2023 and the boost company charged me twice.. Today my phone got shut off. I called them and they. Stated that because I had my bank reverse a double charge that, they were suspending my ******* for my next payment because My bank reversed one of those payments made on the same day one minute apart. Actual I have a screen shot of my bank account payment day and when my bill is due for May's ******* and it says next billing day is June 14th. I want my money back I cant use my phone at all. Three months ago they switched to some new system and I couldn't get my voice mails or even speak to anyone for two whole months at boost. My grandson had a surgery appointment and I missed it because I couldn't get to my messages. And he's a diabetic so it was a very important surgery. Im Going to look into an attorney they need to be held responsible. For all of this, they got paid they are a reputable company they cant just do what they want when they want I was also told by one of there customer ******* that they had been Hacked but No one ever heard about this either !

  Business Response

  Date: 07/05/2023

  June 30, 2023
  
  
  
  *********************************
  **************.
  ******************, ** 48458
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  On June 13, 2023, we received your complaint, dated June 8, 2023, filed with the Better Business Bureau.
  
  You stated that you made a payment on May 15, 2023, but our system took two payments within one minute of each other. Your service was shut off on June 8,2023. You called our customer service department, and you were told that a payment dispute had been received from your financial institution that caused the shut off. You also mentioned that three months ago you could not access voicemail or speak to a representative. In addition, you expressed concern that you were told Boost Mobile was hacked.
  
  Our records show only one payment received on May 15, 2023. Your payment dispute reversed it, which caused your account to be suspended due to nonpayment. To restore your service, please make a payment on the website, the mobile application, or through a customer care agent at ****************.
  
  On February 23, 2023, we experienced a cybersecurity incident that affected some of our internal communications,customer call centers and internet sites. As a result of this incident, some of our customers have had trouble reaching our service desks, accessing their accounts and making payments.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************
  

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20164092
  
  I am rejecting this response because: They are only showing one statement there were two my bank only took one back but I paid twice. The bill got paid that was the statement I sent the better business bureau. You can clearly see boost got paid!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/08/2023

  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.

  On May 27th I tried to pay my boost mobile bill for ***** *****. My old boost acct would not work. I was told to download boost one app and the app took 3 payment instead of 1. ******. I asked for 166 back and kept 83 00 for ***** They refunded it all and suspended my acct. I made a 4th payment of 83. For ***** They put that back and took out 5 payments of 83 00. They put 4 back in and took out the 5th. ******** owed for may,june and july even though I only owed for ***** I paid may on April 30th. I told them I'm only paying for ***** That's all I owed for. But they keep accessing my acct. Which I only authorized the first 2 payments out of the 3 bc the boost app was broke. This has happened to other ppl. The workers act like your stupid. When if she would of listened the 1st time. We would have no issue. I never had an issue before. They took the 5th payment back w/o asking me. And they ate messing my acct up. Still owe for ***** They are ripping ppl off.

  Business Response

  Date: 07/05/2023

  July 3, 2023
  
  
  
  *******************************
  55 ***********.
  Hedgeville, ** 25427
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You stated that you were charged three times for your Boost Mobile service, but when you were refunded, your service was interrupted. You said you then submitted a fourth payment, which was refunded, causing a fifth payment to be withdrawn. You indicated that only two payments were authorized. You requested a billing adjustment.
  
  Please be advised that our records show all payments were submitted as one-time payments via the BoostOne app. All excessive payments have been refunded and courtesy credits totaling $166.00 have been applied to your account to ensure that your next two months of service are provided free of charge. Please allow 24 hours for this credit to be reflected on your Boost Mobile credit balance.
  
  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' experience.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising 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.

  Prepaid Account expired yesterday June 7, 2023. Boost One application stated specifically I had a $4.03 credit. Representative stated I must pay $16.89 and then credit could be applied but only $2.00. I stated this is not which is stated in print and Complaint would be filed with Office of ************ State ******************************* of ******** Protection for false and deceptive advertising and a request for a class action lawsuit. I spent 1 Hour and 25 minutes on hold with customer service representative attempting to retrieve a supervisor. As representative transferred call I was cut off without a courtesy call back call nor did representative attempt to request another call back number in the event of a disconnected call and when call disconnected I was forced to start all over again. The worst absolutely worst customer service imaginable !

  Business Response

  Date: 07/05/2023

  June 28, 2023
  
  
  
  *********************************
  *****************************************************
  **********, ** 16105
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said that when you access your Boost Mobile account through the ********************** One application,it stated that you had a $4.03 credit, but you were not sure how to apply it towards your payment. When you spoke with a representative, you were told it was 403 pointsnot $4.03that converted to $2.00.
  
  I reviewed your account records, including the recorded calls on June 8, 2023,and we appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We apologize for the inconvenience.
  
  As a courtesy, I applied a credit of $16.89 to your account.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  Payed my wifes cell phone bill on the 6th of June for 57 dollars. We were told they don't see it. So they opened a ticket now 2 days later we are being told that there is nothing they can do. The money was taken out of My bank account.

  Business Response

  Date: 07/05/2023

  June 23, 2023
  
  
  
  ***************************
  *************************
  ***********, ** 45601
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said that you made a payment to your wifes account, but it did not apply.
  
  A review of our records indicate that your payment was applied to your old Boost Mobile account. The same issue occurred in April 2023. When making a payment, please ensure you are accessing the correct account.
  
  A refund of $57.00 was processed on June 15, 2023. 
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:06/08/2023

  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.

  This store sold me a Bluetooth speaker for *****. The speaker has broken therefor I called and explained what happened therefor I went into the store and was told it is a lot of issues with those kinda speakers .it was said give me ***** and I will give u another speaker so I gave him and received a speaker the very next day and I sware the exact same thing has happened

  Business Response

  Date: 07/05/2023

  June 15, 2023
  
  
  
  *****************************
  53 ***************.
  *************, ** 94103
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said you purchased a speaker from a Boost Mobile store. You stated that you experienced issues with it and its replacement. You requested a refund.
  
  Please note that Boost Mobile stores and kiosks are independently owned and operated. Boost Mobile does not receive the funds from the sale of devices and accessories sold in stores. As such, we are unable to refund your purchase. Please speak with the store personnel regarding this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/08/2023

  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 contacted Boost by phone about my issue of my bill being $50 and should be $35. I was assured the change was made that day and would be charged the $35. Well, I end up being charged $50 and called back again to be told something entirely different, which means I was lied to and waisted my time the first time. I could not get the problem resolved the second call and asked for a supervisor, which I was told it would be a 40 minute wait after already spending waisttful time getting nowhere. I mentioned because supposedly all calls are recorded asked the supervisor/mgt to moisten to my calls to rectify my problem. Problem not solved yet, I've been with Boost over a decade and the customer service has gotten worse. I was reluctant to even submit this after seeing all the complaints and the rating. Not sure if this is a waist of time. My bill should be $35 not $50 which is the amount it was for years. My account should be accredited $15 and back to $35 going forward.

  Business Response

  Date: 07/05/2023

  June 13, 2023
  
  
  
  ***********************************
  ********************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You stated that you reached out to Boost Mobile because your plan should have been $35.00 per month but you were billed $50.00. You said you have been on the $35.00 plan for years. You requested a billing adjustment and that your plan be changed to $35.00 per month.
  
  Our records indicate that on September 22, 2022, you changed your plan to $50.00 per month for Unlimited Talk, Text, and Data. On May 8,2023, you were charged accordingly for this plan. After the charge took place on May 8, 2023, you requested your plan be changed to $25.00 with automatic payments for Unlimited Talk and Text with 30 GB of data. This change took place at the end of the cycle. On June 8, 2023, you were charged $25.30.
  
  When downgrading plans, the change takes place at the end of the current cycle.
  
  We respectfully decline your request for any billing adjustment as you were charged correctly.
  
  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:06/08/2023

  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.

  On 6/1/23 I purchased an online only deal through boost mobiles website. It was for ***** plus tax. I purchased the package and was left a confirmation number with a message stating I would recieve an email with my account & order information. I never received said email. I gained access to my account through resetting my password and decided Id wait for the *** card which shouldve been here as promised in 2 business days. That time frame came and went; when I called support I was given the excuse that their systems were down and to try back when I did day later their systems still were supposedly down. When I called today 6/8/23 I was hung up on TWICE despite making it clear on the second call that I would be filing a complaint w the BBB if I was hung up on again. I still have not been given a resolution, their solution instead of refunding me when I made it clear I wanted a refund was to send me a new sim and when I asked for the shipping information that line conveniently gets cut. Ive had enough. Im no longer playing phone tag. I want my funds back.

  Business Response

  Date: 07/03/2023

  June 30, 2023
  
  
  
  ***********************************
  ********************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said that on June 1, 2023, you placed an order online with Boost Mobile but you did not receive your order. You contacted Boost Mobile and you said we were unable to get the order to ship or process a refund.
  
  On June 30, 2023, I found a pending activation account created with your order for a SIM kit and I requested a $13.32 refund; please allow two weeks for processing and delivery.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:06/08/2023

  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 recertified my account with the *** program and my provider is Boost so now I have to pay $30.00 a month the first month good internet lasted a month until it was time to pay the bill so on 06/04/2023 I paid my bill and my service was put on less than two days later I don't have any service so I call boost and the agents all tell me the same thing that I used up my GB's and that talk and text is unlimited ,I asked how do I talk on this little box that is for the hotspot they don't know what was advertised for the service was not what I received and I want all mof my money back Because only a fool would pay $30.00 a month for a service that only last less than two days. my child woke up tuesday morning to watch cartoons and he woke me up saying there was no internethis is a conspiracy to committ fruad and robbery. I'm on a fixed income and I'm not letting these thieves take anything out my kids mouth they rich and still want more please resolve this matter as quick as possible.

  Business Response

  Date: 07/03/2023

  June 28, 2023
  
  
  
  Mr. ***************************
  ************************ ************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said that you recertified your Affordability Connectivity Program (ACP)benefits and had to pay $30.00. For the first month, the internet worked, but you now have no service, even though you have unlimited talk and text. You requested a refund of all funds paid.
  
  This is a $60.00 per month, multi-line account, consisting of two lines, and does not qualify for ACP benefits. In addition, each line is allotted 35 GB of data per month. Line 1 has used ***** GB and Line 2 has used ***** GB; each is capped with four days remaining in the plan month. To use ACP benefits, the two lines on this account must be separated into two individual accounts.
  
  You do have unlimited talk and text with a 30 GB hotspot; however, once you have reached your data limit, the speed at which data is received and transmitted from your device is reduced to 3 GB.
  
  You received service; therefore, your request for a refund is denied.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:06/08/2023

  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've been a boost mobile customer for a few months now. This company has a lot of problems. The price is great but thats about it for this company. **************** is terrible. They are not trained to answer questions and can barely help. Making payments over the phone is also problematic because their system always appears to be down. The network coverage area is a big lie. They have terrible network coverage and if you live in the *********** area you should know this. Really not even worth the price. Highly recommend going somewhere where they are more honest about their services and can provide adequate help.

  Business Response

  Date: 07/03/2023

  June 29, 2023
  
  
  ***************************
  ** 01863
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
  
  You said you are experiencing issues with your device and customer service has not been able to provide assistance. You indicated that when you call to make a payment you are informed the systems are down. You expressed dissatisfaction with customer service.
  
  In March 2023, ******************** restored its systems that were affected by the cybersecurity incident that occurred in late February 2023.Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through our website, or on the MyBoost or BoostOne apps.
  
  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 *** be affected by conditions beyond our control.
  
  In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds *** 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 *** result in dropped and blocked connections,slower service speeds, etc.) *** 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 is located within our coverage zone, and no network issues were identified.
  
  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: 07/03/2023

   
  Complaint: 20160311
  
  I am rejecting this response because:

  I think my case was misrepresented. i had problems with boost service in May not March or February. In addition, when I'm making a purchasing decision with regards to my service provider I look at which areas they cover. I found that my area is covered according to your website and this has misled me into paying for your service. In addition, it's clear your employees are not trained because they couldn't answer a simple question as to whether my current balance was my previous month or going forward. I think Boost as an organization has failed to provide decent service. Train your employees!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/18/2023

  July 13, 2023
  
  
  
  ***************************
  ** 01863
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************:
  
  On July 13, 2023, we received your rebuttal, dated July 13,2023, filed with the Better Business Bureau.
  
  You rejected our response because you feel your case was misrepresented, as your issues were from May 2023. You mentioned that the coverage area shows your area is covered, which you indicate is misleading. You stated that you are also unsure if your payment is covering the current month or previous month.
  
  As previously stated in the last response, 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 is located within our coverage zone, and no network issues were identified.
  
  Your account reflects that the only issue that affected your account in May 2023 was a known issue preventing the Todo Mexico Plus add-on from being available right away. You were already provided a refund for the amount you paid on May 27, 2023.
  
  As Boost Mobile is a pre-paid service, you are paying for the upcoming month of service, and as such, there is no balance that is incurred on the account. All services have to be paid for prior to Boost Mobile providing them.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/07/2023

  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.

  While attempting to look at upgrade options for boost mobile my card was automatically charged and a phone purchased with no attempt at even a confirmation of order. I clicked the button to that was supposed to allow me to look at purchasing options and wanted to do monthly payments, but since I am on automatically, the options button did not take me to any options, shopping cart, or confirmation screen, it just purchased the item. Boost has not yet sent me the necessary email to initiate return that I should have received by now, refused to cancel order directly after purchased and despite my insisting to not ship the phone to me, it has arrived at my house.

  Business Response

  Date: 07/03/2023

  June 30, 2023
  
  
  
  *************************
  ************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear *************************:
  
  On June 14, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.
  
  You stated that you were looking at purchasing an iPhone 14 through the Boost Mobile website, but you wanted to know the installment payment options. You were trying to locate this option when the system took payment for the device, and you were unable to cancel the order through customer care.You requested a refund.
  
  Our records indicate that the device was delivered by *** on June 7, 2023, and activated on your account on June 9, 2023.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************