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

4,973 total complaints in the last 3 years.
1,510 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:06/03/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may 15th I paid for my phone plan with boost mobile. I pay 50 dollars a month for services. I have been with the company for over 5 years and never have had issues. Until last month. I paid my monthly fee and my data was some how used up in 5 days. They have not tried to investigate why this happened and just kept telling me there was nothing they could do. I land up upgrading my phone plan to 60 dollars and was charged $ ***** on 5/25/23. I never received the extra 3 gb of data and it showed that it was already used. I purchased a data plan today on 6/3/23 and have not had access to Internet since I made the purchase. On my end if I view my account it is showing that I have **** GB of data left to use out of 37gb and I called and explained that I have not had access to Internet since making the purchase and they told me that I had used all of the data already. I have had an exclamation point on my phone by my signal bars since and have not been able to access the internet without wifi. They will not help me try to figure out the problem.
Business Response
Date: 06/28/2023
June 26, 2023

***************************
******************************** 2
**********, ** 61341

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

Dear ****************:
On June 5, 2023, we received your complaint, dated June 2, 2023, filed with the Better Business Bureau.

You stated that you purchased several data packs for your account during the previous billing period. You attempted to upgrade to a higher package, but you did not receive any additional data. You purchased a data pack later that same day.

I submitted a request for a refund of $10.05 for the payment made to upgrade the plan. Please allow seven to ten business days for processing. Please be aware that if you have disputed the payment through your financial institution, the refund will not be processed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/28/2023

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:06/03/2023
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 4/2/23 I called Boost Mobile customer support at ************** and requested my pre-paid cell phone service is cancelled. Agent claimed he cancelled my account and removed my credit card from autopay. However, I noticed now that Boost continues to charge my credit card in May and June monthly pre-paid service fee of $15. I called their customer service again yesterday to request that they cancel the account, stop recurring monthly charge and refund my $30. Agent named ******** told me she was not able to help because their system is down. I then asked to speak with her supervisor. She said they will call me back in an hour or two. No one has contacted me at the time of this complaint filing.
Business Response
Date: 06/28/2023
June 9, 2023

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

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

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

On June 5, 2023, we received your complaint, dated June 3,2023, filed with the Better Business Bureau.

You stated that on April 2, 2023, you called Boost Mobile and requested your account be canceled. You said you have noticed charges on your account from May 2023 and June 2023. You indicated that customer service was unhelpful in obtaining your refund. You requested a refund.

On June 8, 2023, a total refund of $30.00 was issued.

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

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

                *********************
Initial Complaint
Date:06/03/2023
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 was promised by the Retention Team a $25 credit each month, making my bill $55 rather than $80 as I was planning on leaving Boost for another carrier. They told me that this credit would last for life & would be added on the 2nd of each month, as long as my Boost Mobile service is active. Fast forward to now, 6/3, and there is still no credit added for this month. I chatted in and called a few times, and each agent advised me that this type of promo does not exist. If youd like to check last month (May) you can confirm that there was a credit added in the amount of $25 by Retention. I want this looked over by the Executive Relations team/corporate as they should not be promising lifetime credits and then not following through with it. Attached is a screenshot as well from one of the chats.
Business Response
Date: 06/29/2023
June 29, 2023

***************************
********************************** 19
***********, ** 01752

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

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

On June 5, 2023, we received your correspondence, dated June 3, 2023, filed with the Better Business Bureau.

You stated that you were offered a $25.00 monthly credit to keep your account.However, since your account was migrated to our new network, you have not received it. You requested that we provide this monthly $25.00 credit for the life of your account.

Our records show this promotion was offered on our Legacy network prior to the migration to the new expanded 4G/5G network. As I can find no current offer that provides this monthly credit, I contacted our billing and credit team to see whether or not we can apply this discount, and I will reach out to you with more information.

Please note that the Boost Mobile terms and conditions state that we reserve the right to alter or discontinue any promotion at any time deemed necessary.

Sincerely,

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

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

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

Customer Answer
Date: 06/29/2023

Complaint: 20139910

BBB & Boost Mobile,
This complaint will remain open until a satisfactory resolution has been provided. I was never told that my account would be migrated over to the new network, and the agent on the phone promised that the discount would be for a lifetime.
Unfortunately, if you are unable to provide a lifetime credit, or similar - I may be forced to leave Boost Mobile as I dont want to be a part of a community that makes promises to their customers, and does not fulfill them.
Sincerely,
***********************
Business Response
Date: 07/18/2023
July 18, 2023

***************************
********************************** 19
***********, ** 01752

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

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

On July 11, 2023, we received your rebuttal, dated July 11,2023, filed with the Better Business Bureau.

You expressed concern that you were never told your account would be migrated over to the new network. You also said a previous customer care agent offered you a discount that would last a lifetime.

Our records show that your account was in a legacy **************** created by Sprint prior to the acquisition by T-Mobile.

After acquiring Boost Mobile from T-Mobile, DISH Network had to migrate all Boost Mobile customers off the old legacy ****************. Prior to making this change, an email (if a valid one was listed on your account) and an SMS message were sent with this information.

The last notification was provided if/when you attempted to use the old online access at boostmobile.com. If your account was moved, you would have received an error message, directing you to the new online account page at my.boostmobile.com.

As the offer was provided prior to these changes mentioned above, we are unable to provide a lifetime discount.

We regret any inconvenience this may have caused.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/03/2023
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 purchased the ******* A23 through Boost Mobile in November 2022 and as part of the Black Friday Deal I was promised a $200 gift card after 3 consecutive monthly payments but have yet to receive it. I have called Boost Mobile Corporate, multiple boost locations and I get no helpful information.
Business Response
Date: 06/28/2023
June 28, 2023

***********************************
****************************************
***********, ** 37415

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

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

On June 5, 2023, we received your complaint, dated June 3,2023, filed with the Better Business Bureau.

You said you have been trying to get a $200.00 e-gift card that was offered as part of a Black Friday online purchase of a ******* A23 from Boost Mobile, but you have been unable to get any updates on the status of your e-gift card.

A review of your Boost Mobile account indicates that on June 26, 2023, an email was sent to ********************* that included a redemption link for your e-gift card. Please follow the instructions provided in the email to complete the redemption.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 06/28/2023

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. I finally received the offer from Boost Mobile. I greatly appreciate how prompt and efficient your organization handled my complaint. Thank you.

Sincerely,

*******************************
Initial Complaint
Date:06/02/2023
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 Friday May 26th, 2023 I contacted Boost Mobile to get my phone turned back on. The first representative I contacted assured me that my service would be turned back on for a monthly payment of $35. I paid that amount. Hours go by and I find that my service was not turned on. I contact them again and turns out they processed a payment even though they knew I no longer had access to the phone number. The **** number on my phone isn't even tied to the number I paid for. So essentially I gave Boost Mobile $35 for nothing. I need this to be refunded immediately. This is not how you treat your customers.
Business Response
Date: 06/26/2023
June 22, 2023

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

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

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

On June 2, 2023, we received your complaint, dated June 2,2023, filed with the Better Business Bureau.

You expressed concern that you attempted to restart your service, but after making a $35.00 payment it is still off.

Telephone number ************** is not in Boost Mobiles ecosystem. If a number is disconnected more than 60 days, it is made available for any carrier to select and provide as a new line of service. This is the reason why your service was not restored.

If the payment cleared, you will need to dispute the transaction with your financial provider.

We regret any inconvenience this may have caused.

Sincerely,

*********************
Manager - Retention Operations
Executive Escalation Team
Boost Mobile

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

Customer Answer
Date: 06/26/2023

Complaint: 20137095

I am rejecting this response because: The phone number you have is the one I must use to contact you. The phone number in question is ************. I contacted my financial institution and they claim the fault is with you, not them and you must refund my money because I paid for a service that you did NOT provide. Check this phone number and see it is not associated with my IMEI and yet your customer service rep still processed the payment.

Sincerely,

***********************
Business Response
Date: 07/07/2023
July 7, 2023

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

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

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

On July 3, 2023, we received your rebuttal, dated June 30,2023, filed with the Better Business Bureau.

You disagreed with my previous response. You stated that your financial institution told you a refund should be given, as you paid for a service you did not receive. You provided me the telephone number associated with your account.

Thank you for providing the phone number in question. A review of your account shows that you initiated a chargeback of the $35.00 payment you made on May 27, 2023. As a chargeback is an action taken by the bank to reverse electronic payments, a refund cannot be issued until this dispute is removed/completed.

We regret any inconvenience this may cause.

Sincerely,

*********************
Manager - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.
**************

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

Customer Answer
Date: 07/14/2023

Complaint: 20137095

I am rejecting this response because: This chargeback was not completed because Cashapp doesn't ***** chargebacks for services that are not delivered. I'm tired of playing
around with you all. I paid for your service that I didn't receive. ******* says it's not within their right to ***** the reversal because they are not a true bank, they are a p2p bank and I need to contact Boost Mobile in order to be refunded. You need to refund my $35 now. This has gone of for far too long.

Sincerely,

***********************
Initial Complaint
Date:06/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've purchased hotspot online and immediately tried to cancel because it wouldn't work as advertised in my area. Support specialist told me that there is no account so he can't do anything about cancellation and there is was no possibility to cancel so business effectively preventing customers to cancel an order even the same minute. So they shipped hot spot to me and I decided to not do anything with it and found out that they started to change me a monthly plan which I even didn't activated yet which I consider a fraud. So I've tried to reach support over the phone and got the same answer: there is no account with this order number and they asked me creating one. So they do bill someone who doesn't exist ? I would like to get refund for initial purchase and consequent ******** that happened after initial payment.
Business Response
Date: 06/26/2023
June 26, 2023

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

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

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

On June 5, 2023,we received your complaint, dated June 2, 2023, filed with the Better Business Bureau.

You stated that you made a purchase for a device and a service plan through the Boost Mobile website on April 30, 2023. You called to cancel the order the same day, but payments have still been taken on the account. You requested a refund of all payments made.

Our records indicate that you disputed the initial payment through your financial institution. The June 7, 2023, payment has been refunded.

I have submitted a request for a refund of $11.69 for the June 2, 2023, payment. Please allow seven to ten business days for processing. Please be aware that if you have disputed the payment through your financial institution, the refund will not be processed.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/26/2023

Complaint: 20136763

I am rejecting this response because:

1. I requested cancellation immediately and it wasn't done.
2. How you can charge someone if one is literally didn't requested services nor received them (I may even don't know I do have this device)
3. I've spend few our to prove that you charge me because boost mobile support continued to tell I have no account with them. Obviously I did considered it as a fraud and filed inquiry with my bank.

Sincerely,

*******************************************
Initial Complaint
Date:06/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 12th 2023 a payment settled from my checking account in the amount of $100 for my plan which is four lines for $100. On one of my lines ending in ****, which is my son's line, it has shown suspended throughout the month of May and continuing through June. I have made multiple phone calls to Boost, where I spoke with numerous agents and supervisors who submitted multiple tickets and told me that the problem would be resolved initially within 24 hours, then within 24 to 72 hours, then within that business day, yet to no avail my son's phone was never and still is not active. Recently I was told that a reversal of $50 was made on my account which placed my account in the position of not having been fully paid. I stated to the representative and supervisor that I spoke with that no refund had ever been placed on my checking account which I paid with. Both persons stated that the money was not reversed back to my checking account rather they did not know where the money was and again stated that they would credit my account back the $50 that mysteriously went missing as well as refund me for the days that my son's line was not active from May 12th of 2023; however, they have fallen short on their promises. I have called today and have found that their systems are conveniently down and again I have no resolution, nor a working or active phone line ending in ****. I must state that this has been the worst business experience that I have encountered and I would like not only a $50 credit back to my account that has mysteriously gone missing, but also a refund for the days that my son's line has been inactive. Furthermore, an investigation needs to be placed on Boost for inappropriate business practices as I have read multiple complaints.
Business Response
Date: 06/26/2023
June 26, 2023

*****************************
**, 75402

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

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

On June 5, 2023, we received your complaint, dated June 2,2023, filed with the Better Business Bureau.

You said you pay Boost Mobile $100.00 for a four-line family plan and one of your lines was suspended for all of May and into June 2023. You were told you had a $50.00 credit and then it was taken away. You would like the $50.00 credit restored and a time-without-service credit for the suspended phone line applied.

A review of your Boost Mobile account indicates you had a $50.00 credit balance that was used when you made a $40.00 payment on June 12,2023. The credit and payment covered your service charges from June 12, 2023,until July 12, 2023.

Today, June 26, 2023, I applied a one-time $30.00 courtesy credit to your account.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Initial Complaint
Date:06/02/2023
Type:Billing 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 am writing to formally register a complaint against Boost Mobile/Dish, a company registered as an LLC within the ******************, for their failure to deliver paid services and concerning billing practices.I am a customer with ********************/Dish, with account number ************. On [insert date], I made a full payment to Boost Mobile/Dish to upgrade my plan to their 12-month unlimited service. Despite my payment, my account has not been updated to reflect this change, and I have not received the services I paid for. Moreover, my account dashboard indicates a pending charge for the same plan, suggesting that I am being billed twice for a service that has yet to be implemented.Despite numerous attempts to resolve this issue with Boost Mobile/Dish directly, the problem persists.This situation appears to fall under several *************** Laws, including: The ********* Unfair Trade Practices Act (********* Statutes, section 325D.09 to 325D.16) The ********* Consumer Fraud Act (********* Statutes, section 325F.68 to 325F.70) The ********* False Statement in Advertising Act (********* Statutes, section 325F.67) The ********* Prevention of Consumer Fraud Act (********* Statutes, section 325F.68 to 325F.694)In failing to deliver the services I paid for and appearing to charge me twice for the same service, Boost Mobile/Dish's behavior seems to be in violation of these laws.I kindly request your assistance in investigating this matter and helping me obtain a satisfactory resolution. The resolution would involve updating my account to reflect the paid plan, canceling any double charges, and providing assurance that such an issue won't occur again in the future.You can reach me at ************* or *********************** for further information or clarification.Thank you for your time and assistance in this matter. I trust in your commitment to uphold business integrity and protect consumer rights.Best regards,*********************
Business Response
Date: 06/26/2023
June 19, 2023

Mr. *********************
************************************************** 305
**********************************

Re:          BBB Complaint #********
                842745703870-2023-06-24923

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

On June 5, 2023, we received your complaint, dated June 2,2023, filed with the Better Business Bureau.

On March 25, 2023, you prepaid $305.00 to receive the 12-month unlimited talk and text plan. Although we charged you on March 29, 2023, you did not receive it. You requested this service be pushed through immediately,and to ensure your billing is correct.

When we spoke, I advised you that we are looking into why this service was not moved over. Considering there was not an immediate solution, we agreed to allow you to port out your phone and provide a refund for the $305.00. You accepted this resolution.

Sincerely,

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

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

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

Customer Answer
Date: 06/26/2023

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:06/02/2023
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.
5/29/2023 Paid $30.14 to upgrade plan- it was still not working, so I called back to troubleshoot. The customer service rep was extremely rude and proceeded to laugh at me because I requested to speak with a manager. At this point I had already been on the phone for an hour, which was mostly, on hold. Finally, I get to speak with a "manager" and he is no better than the last person I spoke with. They just gave me the run around and told me that they processed my refund, I would hear back within 72 hours. I did not hear anything now, 4 days later, I call again, was on hold for an hour to even get a rep on the line, then he tells me that they can't even pull up my account at this time, I have to call back in a few hours. Mind you, in the meantime my service was suspended all together, although I am originally on the government provided plan, and that was credited to my account, but because they neglected to change my plan back, my phone has ABSOLUTELY NO SERVICE! I have NEVER had WORSE customer "service" in my life! I want a refund at the very LEAST
Business Response
Date: 06/26/2023
June 19, 2023

***************************************
******, ** 43605

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

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

On June 5, 2023, we received your complaint, dated June 2,2023, filed with the Better Business Bureau.

You said you paid to upgrade your plan, but you said it was not working. You also expressed concern about the level of customer service you received.

A review of our records indicate that you contacted us because your data had been capped. You requested to upgrade your plan, but as upgrades do not take effect until your next billing date, you requested to downgrade your plan again. A refund of $30.14 was processed on June 3, 2023.

We appreciate your feedback regarding your experience and we regret that it did not meet your expectations.

Sincerely,

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

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

                *********************
Initial Complaint
Date:06/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new ******* Galaxy A14 5g phone from Boost Mobile on May 3rd, 2023. I received it on May 6th, 2023. Recently the phone is not sending my text messages nor can I make phone calls. I have to reboot the phone for 60 seconds, turn it back on and resend my text messages. Everyday. Then I check my phone to call out. I called Boost and they had me delete my cache and cookies. It worked for a few days. Today I have called 3 times and they are unable to pull up my account. They keep telling me to call back in 1 hour. Which I am doing. I would like a refund for this phone. The phone amount with 8% tax came to $86.39. I don't want any problems getting a refund. It's a damaged cell phone.
Business Response
Date: 06/26/2023
June 22, 2023

Ms. ******************
*********************************. 4C
******, ** 13838

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

Dear Ms. **************** June 5, 2023, we received your complaint, dated June 1,2023, filed with the Better Business Bureau.

You said you purchased a ******* Galaxy A14 5G on May 3, 2023,and received it on May 6, 2023; however, you can no longer make calls, and to send text messages, you must reboot the phone for 60 seconds and then resend them. You requested a refund.

I attempted to contact you at the phone number and email address we have on file, but I did not receive a response.

Although I was able to locate your account, I could not locate any information regarding the phone you ordered. If you can please respond to my email, dated June 21, 2023, with the order number, order confirmation, and any other information regarding this matter, I can review and determine the next course of action, if there is any. You can also contact ******* Warranty and Support, at **************, for assistance.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/06/2023

Complaint: 20132862

I am rejecting this response because:
*************** to my complaint. I bought a ******* Galaxy A14 5G phone from Boost Mobile. The phone kept losing it's signal/service. Boost said their warranty ran out in 7 days(!?). They gave me ******* repair service's number in *****. I sent the phone to them. They couldn't find a single thing wrong with it. Well, it keeps dropping the service. Then text messages don't go through and I can't use my phone until I shut the phone down and start it back up. I shouldn't have to do that. I would like a refund for this phone. It was purchased on May 3rd and received on May 6th, 2023.

Sincerely,

****** Umbra
Business Response
Date: 07/18/2023
July 18, 2023

Ms. ******************
*********************************. 4C
******, ** 13838

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

Dear Ms. **************** July 14, 2023, we received your rebuttal, dated July 13,2023, filed with the Better Business Bureau.

You said you have not been refunded for the ******* Galaxy A14 you purchased on May 3, 2023, and received on May 6, 2023. You stated that you had issues with making and receiving calls. You said you sent the device to ******* and they determined there are no issues with the phone, and Boost Mobile Technical Support could not resolve the problem either.

In our email correspondence on July 17 and 18, 2023, I agreed to issue a refund once I have received the phone and verified the ***** To facilitate this process, I emailed you a prepaid shipping label to the address you provided in your complaint. I also requested that you provide documentation, such as a receipt, that details the full amount you paid, i.e. purchase price plus all associated taxes.

Sincerely,

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

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

                *****************************
Customer Answer
Date: 07/28/2023
I sent Boost/Dish the only receipt I received of buying the phone. There is nothing more I can do. I sent everything to Boost/Dish. Thank you.
Customer Answer
Date: 08/01/2023
Hi! I have resolved the issue with the Dish Network for my phone. I will be receiving a refund soon. Thank you.
Customer Answer
Date: 08/09/2023
Good morning. I am still having a problem with Boost/Dish Network. I sent **************** back to them. It was received on July 31st. It has been 8 days and I still have not received my refund for the phone. They have both my money and the phone now. I left the Manager of Boost/Dish Network a message to have my refund within a week's time. I'm waiting to hear his response. Thank you.
Business Response
Date: 08/14/2023
August 1, 2023

Ms. ******************
*********************************. 4C
******, ** 13838

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

Dear Ms. **************** July 31, 2023, we received your rebuttal, dated July 28,2023, filed with the Better Business Bureau.

You said you sent the only receipt you received when you purchased the phone.

When we spoke on August 1, 2023, I explained that I was not sure what your concerns were or why you filed the rebuttal. You replied that you did not file a rebuttal and did not know the BBB would submit it. We agreed this issue was previously resolved and a refund is in the process of being issued.

Sincerely,

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

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

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

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