Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,967 total complaints in the last 3 years.
1,509 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:06/01/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for Boost Mobile on 6/1. Their customer service is rude and unprofessional. Because they refused to help transfer my phone number, I decided to cancel the service. Because of Boost Mobile, I cannot access my phone for phone calls. They refused to do help. I drove an hour on a Sunday to work because I live alone! I then called and spoke with Irish. I explained I was calling to cancel the service and get the information needed to transfer to a new carrier. He said he need to put me on hold for 2 minutes. A different agent got back on the line; clearly Irish had transferred me to a different person. This person refused to provide his name! I asked 4 times! He then put the call on hold for 18 minutes before hanging up! I then called back again! I spoke with **** who REFUSED to let me cancel the account! He spent 20 minutes going through different offers, ignoring me saying was only interested in closing the account! I still cannot access my phone because of Boost!
Customer Answer
Date: 06/04/2025
Boost Mobile's customer service is the worst I have ever experienced. I signed up for service on June 1. Boost Mobile's customer service agents were very helpful. I ended up canceling the service on the same day. I spoke with an agent named **** who spent over 20 minutes refusing to cancel it; instead going over various offers which I was required to deny each time. I reached out on June 4 to confirm service had been canceled my refunded in accordance to their 30 day refund policy. I spoke with ****** who refused to help. She said there is no phone number associated with my account. I asked to speak with a supervisor as well but she refused. These ar the people that work for Boost. This company is clearly a scam.
Desired Resolution:
Refund; Confirmation servie has been canceled

Business Response
Date: 06/25/2025
June 13, 2025

Mr.****** *******
**************************
********************;

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

Dear *************************** 2, 2025, we received your complaint, dated June 1, 2025, filed with the Better Business Bureau.

You said customer care would neither assist you in transferring your phone number to another provider nor with the
service issues you experienced. You requested someone contact you.

Our records show your line was ported to a new carrier on June 2, 2025.

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

In our email correspondence, I confirmed your account was canceled and a courtesy refund of $17.25 issued to your
card ending in 3900 on June 12, 2025. Please allow 3-5 business days for processing and delivery.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/01/2025
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 contacted Boost mobile as normal by phone to make my payment I after the automated system asked Did I want to use a.# that I specifically Told,asked them not to save. After I ******* oayment with a difecard# I requested a live agent I got aomeone with a heavy accent named *****, he refused to tell me what state I was speaking to him in and he refused to transeme to a supervisor and then disconnected my call. I did ask him to close my account he refused..mind you I verfired my account in Order to apeak with him. IM. DEMANDING ************ FOR MY INCONVENIENCE. IVE BEEN WITH THEM TOO LONG FOR THIS DISRESPECT.
Business Response
Date: 06/05/2025
June 4, 2025

Ms. *** ****
**************************************************************************;

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

Dear ************************ 2, 2025, we received your complaint, dated June 1, 2025, filed with the Better Business Bureau.

You said that you called in to make a payment. You were asked if you wanted to use a specific credit card. You stated that you requested the card used not be saved in the system. You also expressed concern with the customer service you received, specifically that the agent you spoke with refused to transfer you and ended the call. You requested three months of free service for the inconvenience.

Once a credit/debit card is used to make a payment, it is retained in the system to be used for future payments; however, you can replace it with another card or payment method, should you choose.

I listened to the June 1, 2025 call and found that you informed the agent you had verified the account through the automated phone system. However, the agent needed to send the text to complete the verification. You did not agree with this process.

Fraud and identity theft is a paramount issue in the cellular industry and Boost Mobile takes its responsibility to protect our customers information very seriously. This is why we have employed a multi-factor verification process, such as security code texting, which take takes less than two minutes to be completed. We hold all of our customers in high regard and tenure does not guaranty security.

Your request for a credit is denied.If you still wish to cancel your service, please call customer care to obtain the information necessary to port your phone number to another carrier.

We strive to provide excellent customer service and we regret that your experience did not meet your expectations.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/05/2025

Complaint: 23404839

I am rejecting this response because:

Sincerely,

*** ****
Initial Complaint
Date:06/01/2025
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 Nov 9 2024, i got an iphone 13 as a new customer with ******************. Prior to that, on Nov 7 I talked to their customer service & asked if the phone plan was no contract. They said it is no contract. I purchase the phone on Nov 9 and soon after, i lost my job and tried to switch to a cheaper plan , as the $60 per month tier was no longer affordable for me. I was then told by one *** that i am not able to change the phone plan for 6 months. Then i talk to another *** who said i have to wait 9 months. I would assume If there are ****************** that i have to follow as to when i can or cannot change my phone plan, that would be considered part of a contract . If their customer service team would have given me the correct info on Nov 7 i would not have left my previous carrier to join boost mobile. I never even wanted to leave/cancel boost mobile, i do not have any complaints with the phone or the service , i wanted to remain a customer . i just wanted to drop down to their cheapest plan that was $15 or $20 a month for the unlimited talk,text, data. I dont believe that i should have to bear the consequences of boost mobile customer service team failing to give me accurate info & failing to advise me of the mandatory $60 phone plan for 1 year and they also failed to give me accurate info by telling me 6 months then 9 months. It is not my fault if they do not train their customer service ***s to give customers accurate information. I have had to borrow money just to keep my phone service going and this has caused financial problems for me. I am seeking for my phone plan to be immediately changed to the cheapest pre paid plan they offer and i would like a refund of the difference in phone plan charges since i started the plan in Nov. If i were able to have my plan changed earlier like i wanted to, I would have been paying about $45 per month vs $85. I would like the $40 difference ive been paying for the past 7 months to be refunded to my **** which equals $280
Business Response
Date: 06/25/2025
June 7, 2025

Ms.**** *****
*********************************************** NE
****************

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

Dear ************************* 2, 2025, we received your complaint, dated June 1, 2025, filed with the Better Business Bureau.

You said you were not made aware before your purchase that your device could only be used with our Unlimited Premium ($60.00 a month with Autopay) plan for the first 12 months. You requested that you be allowed to change your plan and to receive a credit for the months you paid the higher rate.

When you initiated service, you agreed to our terms and conditions, which state that our devices are priced at a significant discount; therefore, we require customers to maintain active service at a specific plan level (depending on the device) for 12 months prior to being able to make any changes.

Your requests are denied.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:06/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have activated 2 lines with boost and I cannot use their service. Both phones are unlocked and I have done all possible troubleshooting with their representatives with no luck. Because of this, I asked to cancel both lines and requested for a full refund because of the poor service and customer service. As of this writing, I have been calling atleast 6 times and spoke with different people each time. The call always gets disconnected on their end when I ask for a refund. To make it worse, no one calls me back.
Business Response
Date: 06/25/2025
June 20, 2025

Ms. ****** *********
****************
******, MI 49665

Re:          BBB Complaint #********
                ************** -2025-06-11178

Dear ***************************** 2, 2025, we received your complaint, dated June 1, 2025, filed with the Better Business Bureau.

You said that you had issues activating the lines on your account. You requested a refund, but it was denied.

We received a chargeback from your credit card issuer, and it will not be challenged; therefore, a refund is no longer necessary.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/26/2025
Complaint: 23404391

I am rejecting this response because:
The chargeback claim has been closed as denied and I do not want to go through with my card issuer again to appeal
nor with Boost customer service. The reason I had to take this to BBB is the difficulty I have to endure for the merchant to make it right for me. My expected resolution is a check mailed to me to receive my refund.
Please mail my check the address below:

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

Business Response
Date: 07/03/2025
July 3, 2024

Ms. ****** *********
****************
******, MI 49665

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

Dear Ms. ******************** July 1, 2025, we received your rebuttal, dated July 1, 2025, filed with the Better Business Bureau.

You rejected our response stating that the dispute you initiated with your card issuer was closed, and you prefer a check in lieu of a credit back to your card.

I was able to confirm that your card issuer determined the charge for $37.78 was valid and found in favor of Boost Mobile. I made an exception and requested a refund to be issued in the form of a check. This refund will be sent to the address we have on file. Please allow up to 17 business days for this to be completed.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/31/2025
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 purchased an iPhone 12 from Boost Mobile on October 15, 2024, in ***********, *********. I explained to the employee that I needed an unlocked device because I already had service with another carrier and needed the phone for business use. The employee confirmed the phone would be unlocked and also offered Boosts service plan, which I agreed to try.I paid $60/month for Boost service, but after only 15 days, the data slowed down so badly that it became unusable. I contacted Boost to cancel and move back to my original carrier, but was told my phone cannot be unlocked for 12 months. This policy was never explained to me at the time of purchase.I feel I was misled into purchasing a locked phone and a service that does not meet my needs. This has affected my business and caused financial stress. I am requesting that Boost immediately unlock the iPhone 12 or issue a full refund.
Business Response
Date: 06/25/2025
June 20, 2025

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

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

Dear ************************** 2, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that you purchased an iPhone 12 on October 15, 2024. You requested that the device be unlocked, but were told that the device had to be active on the account for 12 months before we could unlock it. You stated that the data slowed down after about 15 days. You requested that the device be unlocked.

Your data plan provides 50 GB of high-speed data. Per Boost Mobile policy, after you have used all of your allotted high-speed data, your data service will be throttled to slower speeds.

The Boost Mobile terms and conditions disclose that a device purchased through Boost Mobile at a discounted rate must remain active on our service for twelve months before becoming eligible to be unlocked.

As a courtesy, I made an exception to our policy and unlocked the device (with IMEI *******************************.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/31/2025
Type:Product 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 signed up for Boost Mobile in March 2025 under a promotional plan that advertised $15/month for the first three months, then $25/month after that. My account was enrolled in ******* as required. However, Boost charged me $25 early, before the 3-month promotional period ended.This unauthorized charge overdrafted my bank account, causing financial stress and inconvenience.On May 28, I contacted Boost Mobile customer service and was told by a representative that I would receive a refund. I was given a ticket number as confirmation. However, I followed up and was told the refund was denied, and a credit was applied to my Boost account instead without my consent.I no longer wish to use Boost Mobile and do not accept a credit in place of the promised refund. I requested to cancel my service and have the overcharge returned to my original payment method. Boost refused, citing a no-refund policy that was never disclosed upfront and conflicts with their prior promise of a refund.I also requested the corporate contact information and was denied access by the manager I spoke with. This has caused emotional stress, time loss, and financial harm.What I Am Requesting:A full refund of the unauthorized $25 charge An apology for the mishandling of my refund request and poor customer service ********************* internal refund policy should not override truthful advertising or their own customer service commitments. I am asking the BBB to assist in facilitating a resolution so I do not have to escalate to small claims court or state consumer protection agencies.
Business Response
Date: 06/25/2025
June 4, 2025

Ms. ******* *******
***************************************************************
*********, WI 53227

Re:          BBB Complaint #********
                ************** -2025-06-11172

Dear *************************** 2, 2025, we received your complaint, dated May 31, 2025, filed with the Better Business Bureau.

You stated that you signed up for the $15 Per Month For 3 Months promotion and your bill generated incorrectly the third month. You requested a refund.

A review of your account found that our agents offered you an account credit to receive three months at the correct rate, but you rejected this resolution.

In the interest of customer service, a refund for $10.00 has been issued to the MasterCard ending in 5269. Please allow 7-10 business days for processing. Additionally, a credit totaling $25.00 for next months bill has been applied to your account as a courtesy for the inconvenience you experienced.

We regret that your experience was unfavorable.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

****** ********
Customer Answer
Date: 06/26/2025

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. Thank you for your assistance.

Sincerely,

******* *******
Initial Complaint
Date:05/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My boost mobile plan does not have hotspot. It says hotspot disabled. I have used 40 GB of data this month that's the 30 I normally get and then the ten dollar 10GB add on of high speed data. I have never gone over my 30GB of data before this month. When I checked my data usage it said I had used 9.98 GB of data on hotspot. As I said I don't have hotspot how could I have used 10 GB almost for a hotspot that is disabled on my account. I reached out to boost support about this as I was confused and they "looked into my data usage for me" then came back and all they would say was that my usage reporting was accurate they were sorry I had used my high speed data up for my month and then they asked if I had any other questions and ended the chat before I could even respond to them while I was still typing. I want an explanation for the hotspot data usage when I don't have hotspot on my boost account and then I want at least my $10 that I paid for the extra 10GB of data that was used apparently on a hotspot that I don't have on my boost account. It very specifically says under my usage hotspot disabled.
Business Response
Date: 06/25/2025
June 6, 2025

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

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

Dear ************************** 2, 2025, we received your complaint, dated May 31, 2025,filed with the Better Business Bureau.

You said that your device reflects 9.98 GB of data used through a hotspot; however, your plan does not have the hotspot feature and you never exceed your data usage. You would like an explanation and a credit of $10.00.

My attempts to contact you by phone on June 4 and 6, 2025, were unsuccessful; however, I left a voice message.

You stated that your account reflects 30 GB of data through the Unlimited plan and you pay $10.00 for an extra 10 GB. Therefore, our records reflect your data usage is accurate. Please contact me directly at ************* to investigate deeper.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/30/2025
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.
So on April 25 I tried to port over to boost from Metro PCs to find out my phone was locked for a year I called boost mobile bsck on the 26th to get my ***** refund I was told I had to verify myself and failed the verification. I was told to call back I did that on the 27th of April for them to tell me they system won't let me verify myself. I spoke to a supervisor on May 16th after being verified and was told yes I qualify for the refund. I was given a ticket number ******* I called today which is May 30th yo be told my ticket was closed I got a refund well after explaining to them I never got anything I was transferred to another supervisor who gonna tell me since I got a new number wen I was porting over I dnt get a refund for a esim I cnt use or never used. While I'm being told on several occasions I was getting my money back they calls are recorded and monitored and I been calling them from my ********** Metro PCs number
Business Response
Date: 06/25/2025
June 5, 2025

Ms. ******* *******
***********************************************
**********************;

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

Dear *************************** 2, 2025, we received your complaint, dated May 30, 2025,filed with the Better Business Bureau.

You said you attempted to establish service, but your device is still locked with Metro PCS. You also said you were unable to verify your account. You expressed frustration with not receiving a refund of your payment.

When we spoke, I canceled your line as requested. To be eligible for a full refund (including taxes and fees) under the 30-day money-back guarantee, you must have created a new Boost Mobile account, activated one or more lines and transferred, or "ported", your number in from another carrier. I made an exception and a refund of $17.08 was issued to your card ending in 1496 on June 5, 2025. Please allow 3-5 business days for processing.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/30/2025
Type:Delivery 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 placed an order for and was charged for a new iPhone on May 8, 2025. The promised delivery date was 7 to 10 business days. I have not received my order, I have not received a tracking number for my order. And customer service and managers at ********************** message me on the app that all they can tell me is to wait (but they dont know for how long).
Business Response
Date: 06/25/2025
June 19, 2025

Ms. ******** *******
******************************
************************;

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

Dear Ms. ****************** May 30, 2025, we received your complaint, dated May 30, 2025, filed with the Better Business Bureau.

You said that you ordered a phone on May 8, 2025, but you had not received it by May 30, 2025. You requested the device be delivered to you.

Unfortunately,certain devices are in higher demand than others are and this can cause delays in shipping. *** tracking indicates the device was delivered on June 10, 2024.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

****** ********
Initial Complaint
Date:05/29/2025
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 ordered two cell phones from boost mobile,paid may 5 $338.53 (creditcard) for the sales tax of the phones and the first month of service which was $130. i was going to be getting phones on a promotion for the iphone 16 pro max i was going to pay eleven dollars a month for 36 months and the iphone 16 pro i was going to pay 3 dollars a month for 36 months the catch was i was going to have to get there upgraded plan which was 65 dollars a month for each line hence the 130 price for service.on may 7 2025 *** tried to deliver a package from boost. the tape was broken one of the flaps to box was bent in so i pushed the flap down only to see a empty box i refused delivery and told driver i was supposed to get two phones there is nothing in here. she took box scanned it and said this box is damaged i will have to return box to *** and report it. may 7 i called boost mobile told them what happened they made a investigation ticket told me i was going to have to wait ten days the ticket number is ******* told me to call back on may 19 i did was told to call back on 22 i did they told me then to call back on may 27 they gave me the run around still so i asked for a supervisor i got ****** i told her the situation and how fed up i was .i asked her can boost just send me two identical phones since i have not recieved cell phones she says she cant they have to wait for *** to see if they will reimburse for the lost shipment and then they can send out the phones.i told her i dont want to be responsible for these phones i never recieved and is it better just to cancel everything and recieve my money that i charged my credit card back.she told me boost will make it right. im getting emails from boost saying to activate phones( i dont have them to activate). another email saying my bill is due (i have not activated service yet and plus i paid the 130 upfront) today i got a email saying if devices is not activated in next 3 days outstanding loan balance will be assessed to acct.
Business Response
Date: 06/23/2025
June 12, 2025

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

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

Dear Mr. ****************** May 30, 2025, we received your complaint, dated May 29, 2025, filed with the Better Business Bureau.

You said you ordered two devices, but the box you received was damaged and ********* refused the delivery and indicated that you have not received a refund yet because you need to submit a claim to ***. You also expressed concern with being charged the loan balances if you do not activate the devices.

When we spoke, you informed me you already filed a claim with ***. A refund of $338.53 will be issued as a check to the address above. Please allow 7-10 business days for processing and delivery. Your loans will also be voided and you will no longer be responsible for them.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

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

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