Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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 ComplaintThe 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:05/31/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my phone bill on May,12,2023 at 1:32pm my phone was still off I contacted boost mobile they said the transaction wasnt available they couldnt find it so I tried to to get my refund from cash app and they denied me 2 timesBusiness Response
Date: 06/26/2023
June 20, 2023
Ms. ********************
**************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.
You stated that despite making a payment for service on May 12, 2023, your service was interrupted. You requested that we provide a refund for this payment.
Our records show this payment has been applied to your Boost Mobile account. As a courtesy, you have been provided with $60.00 in credits.No further compensation is warranted.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:05/31/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been dealing with Boost mobile for a while. I was approved to go to Boost Infinite which is tied to same services. On May 8th we tried to port my number I've used for many years and ported to many other providers. I've experienced horrible customer service as their information and knowledge of their job scope can't complete my request.Everybody tells me different information. On the 24th of May both Boost Infinite and Boost Mobile confirm port completion. My number is still on Boost Infinite side and there is no one knowledge to help me. After 5 sim card ********* couldn't even give me a new number.I now followed another tech suggestion and created another account which is illegal and activated my phone with a innocent tech in Boost and inform them I will be calling to a supervisor or manager to discuss this matter professionally and come with a better solution. If I truly did lose my number not by my doing, I will be need compensation for my losses.Business Response
Date: 06/27/2023
June 27, 2023
*****************************************
****************************
**********, ** 06605
Re: BBB Complaint #********
************ - *************
Dear ****************************:
On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.
You stated that you attempted to port your number from Boost Mobile to Boost Infinite. You started trying to do this on May 8, 2023, and on May 24, 2023, you were advised the port was completed. However, customer service was unable to get it working and they informed you a new account had to be created. You requested compensation for the loss of your phone number.
Our records indicate that on May 8, 2023, we received a request to cancel your Boost Mobile line ending in ****. Your Boost Infinite account was established on May 18, 2023, and activated on May 26, 2023.
As we received a request to disconnect the number in question, we respectfully decline your request for any compensation.
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
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************;Customer Answer
Date: 06/29/2023
Complaint: 20125271
I am rejecting this response because:The response I received is still saying that you have no fault in the whole process. Your records are on point but you have unreliable customer service, tech support, and obviously the way this matter was addressed to me as if I didn't know what was going on.
The new account that needed to be created was my idea in the first place. Your people was stuck on ideas and kept transferring me.
Took one whole month with no phone and almost lost my job, definitely lost my phone number I obtained for 3 years that I personally ported successfully from carrier to carrier and that is the best answer you can provide for me.
Best regards,
*************************************Business Response
Date: 07/18/2023
July 11, 2023
*****************************************
****************************
**********, ** 06605
Re: BBB Complaint #********
700499298770-2023-07-30587
Dear ****************************:
On July 11, 2023, we received your rebuttal, dated July 11,2023, filed with the Better Business Bureau.
You rejected our response, as you are not satisfied with the customer service and technical support you received. You also mentioned that you lost your number, which you had for three years.
Our records continue to indicate a request was received to cancel your line prior to your attempt in porting your number.
We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************;Customer Answer
Date: 07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still unsatisfactory to me.I know the whole process and have my recordings on my laptop at my friend's house. I will let the universe help me and make this favorable to me. Sorry but not sorry is how I feel.
Enjoy the rest of you day.
*************************************Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus: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.
Monday may 29,2023 I changed my cell number. My phone has not worked since. Ive been on the phone with Boost since 8 Am Tuesday May 30, 2023. Im getting the run around constantly and consistently. I went through the same troubleshooting process 6 times. So I finally asked to just change my number since the issue started with the changing of my number. They said they can only change once every 30 days. My response is the first change wasnt successful because the phone isnt working. I requested my money back. She said I cant get a refund because I used the phone. So Im just supposed to be out of my money I already prepaid for service and out of phone service for the month. I spoke with at least 7 techs today to no avail. I asked for corporate number and someone named **** says she doesnt have it nor an ID number.Business Response
Date: 06/26/2023
June 21, 2023
Mr. *****************************
*********************************
******, ** 29456
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 31, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.
You said that on May 29, 2023, you changed your cell number and your service has not worked since then. You contacted Boost Mobile many times trying to resolve the issue, but the agents could not restore your service and refused to issue a refund.
A review of your Boost Mobile account indicates it is disconnected and your number was ported out. As an exception, I have submitted a refund for the $12.24 payment you made on May 18, 2023; please allow up to two weeks for processing and delivery.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 06/26/2023
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:05/30/2023
Type:Service or Repair IssuesStatus: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 9th I paid my phone bill that has my wifes,my sons and my daughters numbers on the account. However we had noticed that my son could not send or recieve calls or texts. Getting on sites and social media worked when connected to wifi. I called Boost customer service, and what has transpired from there has been a horror story. It is now May 30th my son still cant send or recieve calls or texts. Me and my wife have spent 50+ hours on the phone with them, alot of the time doing the same thing the last person told us to do. I have brought up that they seem ok taking our money for the bill but not fixing the issue and ok that my under age son has no way to get ahold of me. They change his number and said that will work, it didnt. Had me turn the phone off for 72 hours and that would work. It didnt. We have been thru 3 sim cards. The worker at the local store has told us that they need to put a new number on a new sim card but when I call and try to tell them that they want to walk thru 12 steps of trouble shooting again and tell me that they need to log a ticket. I would like my sons phone to work.Business Response
Date: 06/26/2023
June 19, 2023
*************************
************************
*****, ** 44305
Re: BBB Complaint #********
************ - *************
Dear ******************:
On June 5, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.
You said you have three lines on your multi-line Boost Mobile account and one of them cannot send/receive calls or text messages. You stated that your efforts with Boost Mobile representatives to resolve the issue have been unsuccessful.
On June 19, 2023, I spoke with *********************** who explained that the issue started when you missed your payment in May 2023 and the account was suspended for a short period. Prior to this, all phones worked fine. I agreed to send this information on to our technical support team, and if a solution can be found, I will apply a credit to the account for one month of service. If it is not resolved, I will refund the last payment. ****************** agreed to this resolution.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus: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.
Contacted the store around April 25th, 2023 in regards to setting up service and getting a free phone. The ****** phone I purchased was free when you pay for the $60/mo plan plus a $35 activation fee. After the first month you can switch to a less expensive plan. May 27, 2023 I went to change my plan to pay my bill but the boostone app wouldnt allow it. I called customer service to rectify the issue and was told that I was on a family plan. The boost mobile premier store locked me in on a family plan for $60/mo when I have with 1 line of service. Boost customer service was unable to change my plan into an individual plan and told me to go to the boost premier store. I called the store on May 28, 2023 at 10:35a and the woman told me theres nothing they could do about me paying the $60 for the second month even though I wanted to switch it to the cheapest individual plan. I asked her why does it advertise cheaper plans starting at $25/mo. She said its probably available for long standing boost customers and not for new customers. I was not told that when I purchased the phone. I was told I could drop the plan to the cheapest one after the first month. The woman told me to contact customer service. Im out $35. Im dissatisfied with my service and they are sending me in a circle with no resolution. Upon checking their website the $25 plan is for new and existing customers. They told me it was not because I feel theyre trying to get as much money out of me as they can.Business Response
Date: 06/26/2023
June 20, 2023
*********************************
********************************. A
Minotola, ** 08341
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 5, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.
You stated that you signed up for Boost Mobile service at a retail location under a promotion providing a free phone if you signed up for the $60.00 per month plan. You requested that we switch you to the least expensive plan that Boost Mobile offers.
Please be advised that in order to receive this free phone offer, you must receive service on the Boost Mobile $60.00 per month plan. Due to account limitations, we are unable to change this plan and we regret any inconvenience this may cause.
Please note that all Boost Mobile retail locations are independently owned and operated. You are encouraged to reach out to the retail location directly with any issues related to your in-store experience.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus: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 got a phone from Boost Mobile at the JFK location on May 3, 2023, soon as she set the phone up and I walked out of the door I started to have problems with the phone, and I went back to the store and told the young lady that I couldn't make calls it kept saying I was not in the network. The young lady got it to work for a minute but as soon as I got home it was doing the same thing. The next two days I spent my time in the Boost Mobile on **** Camp ******** trying to get this phone fixed. The lady working at this location wanted to give me another phone, but her bosses told her to tell me that I couldn't get a refund or get another phone I heard him say that the problem was the rainbow **** cards and they was still working on it to make it work right and that they couldn't do anything else. she got to work for a minute but that night I had the same problem I went back the next day and told the same lady that they need to give me another phone or my money back or I was going to report them to the BBB so she called her bosses and told them what I said they said the same thing that I couldn't get another phone. she worked and fixed my phone, but I ended going back on May 26, 2023, with the same problem along with the phone hanging up my calls, not receiving or not being able to send text messages all I wanted was another phone that worked. I got the same response that there was anything they could do I couldn't get another phone. I am disabled and I need a phone. I feel that just because the phone was free don't mean that it shouldn't be replaced if something is wrong with it. The lady had him on speaker phone and I heard the guy on phone say that there was something was something technical wrong with the rainbow **** cards and that they were working on it and that I would have to tough it out. If they know if there is a problem with their sim's cards, why would you keep on selling this product? I am not going to be paying a phone bill on a phone that is defective.Business Response
Date: 06/26/2023
June 21, 2023
*********************************
**************************************************************** E- 150
*****************, ** 72118
Re: BBB Complaint #********
************ - *************
Dear **********************:
On May 31, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.
You said that on May 3, 2023, you signed up for Boost Mobile service through a retail store, but the device stopped working. You stated that you made multiple visits to the store to try to correct the problem or get your device replaced, but you were unsuccessful.
I will pass along your experience to our retailer escalation team; however, a review of your account indicates it is disconnected and ported out of our system.
As an exception, I submitted a $57.00 refund; please allow up to two weeks for processing and delivery.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 06/26/2023
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:05/30/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/30/23 I tried to pay my phone on their app. I kept getting a message that it didn't go through try again. On the sixth attempt it finally went through. My bank is showing all six went through. Called Boost talked to three different people and was given three different answers. I asked to speak with a supervisor and was disconnected two times. The third time I was able to speak with a supervisor. I was told yes all six went through and it will be ten business days to refund my money.Business Response
Date: 06/26/2023
June 21, 2023
*******************************
20 ***************.
*********, ** 02861
Re: BBB Complaint #********
*************
Dear ****************:
On June 5, 2023, we received your correspondence, dated May 30, 2023, filed with the Better Business Bureau.
You said six payments were made in error towards your Boost Mobile account. You also expressed concern with the customer service you experienced. You requested a refund.
Unfortunately,we were unable to locate an account in our system with the information you provided. Please provide the phone number and/or email address associated with your account, so we can look into this issue. Due to this no refund will be issued.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
**************************************************************** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus: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 an iPhone 8 on the boost website. I received the phone in the meantime I found a better deal at the local boost store I have been trying to return the phone about a day after I received it.an that was *********************** I calling repeatedly an they said they will send information via email an never received anything now they are telling me its to late so basically Im out ****** because of there bs all I want is my money backBusiness Response
Date: 06/26/2023
June 21, 2023
****************************************
********************************
*********,** 28146
Re: BBB Complaint #********
************ - *************
Dear ****************************:
On June 5, 2023, we received your correspondence, dated May 30, 2023, filed with the Better Business Bureau.
You said you purchased an iPhone 8 on Boost Mobile's website. However, you found a better deal at a local store so you requested to return it for a refund.
A *** return label has been emailed to you. Once the device has been returned/inspected, a refund will be issued.Please allow up to 20 business days for the refund to process.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*********************Initial Complaint
Date:05/30/2023
Type:Service or Repair IssuesStatus: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.
Since the 8th of May I have been dealing with boost mobile and likewise about A defective phone. I have been paying my insurance to boost for years and so I had a phone to go out. I reached out to likewise and they sent out a phone. The phone they sent was defective per one of the boost stores. I contacted likewize and they trying to say they can't deliver the phone to the address I gave them. That is crazy because it is the same address they just sent the 1st defective phone was sent to. I am now just getting the run around. I spoke with an attorney today. I had to reach out to boost and to likewize. If A new phone is not delivered by 5:00pm tomorrow, we will be filing in court and will deal with this legally.Business Response
Date: 06/26/2023
June 21, 2023
Mr. *********************************
**********************************
*********, ** 76018
Re: BBB Complaint #********
************ - *************
Dear **********************:
On June 5, 2023, we received your correspondence, dated May 30, 2023, filed with the Better Business Bureau.
You said you have insurance for your phone and you made a claim through Likewize to have it replaced. You mentioned the replacement phone you received was nonfunctional.You also expressed concern with the customer service you experienced. You requested the phone be replaced.
Boost Mobile offers optional phone protection through Likewize (formerly Brightstar).Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. Please note, insurance claims are directly handled by Likewize. We urge you to contact them directly regarding insurance claims. For complete program details, please visit www.myphoneguardian.com or call ****************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Business Response
Date: 06/26/2023
June 21, 2023
Mr. *********************************
**********************************
*********, ** 76018
Re: BBB Complaint #********
************ - *************
Dear **********************:
On June 5, 2023, we received your correspondence, dated May 30, 2023, filed with the Better Business Bureau.
You said you have insurance for your phone and you made a claim through Likewize to have it replaced. You mentioned the replacement phone you received was nonfunctional.You also expressed concern with the customer service you experienced. You requested the phone be replaced.
Boost Mobile offers optional phone protection through Likewize (formerly Brightstar).Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. Please note, insurance claims are directly handled by Likewize. We urge you to contact them directly regarding insurance claims. For complete program details, please visit www.myphoneguardian.com or call ****************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:05/30/2023
Type:Product IssuesStatus: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.
Ordered a device ( phone, galaxy A13) on November 30th 2022. I attempted to cancel the purchase as it wasn't the device i wanted ( i wanted and also bought the galaxy A32 5g) However, the order wasn't canceled and shipped anyway. Once *** picked the item up, it was rerouted to be delivered back to the boost mobile warehouse in IN. It was never delivery to me and returned to boost mobile on December 5th of 2022. I was told to wait 7 business days for a refund. The refund never came. I was misinformed everytime i called Boost on the issue. Finally, I'm told yesterday ( 05/29) that because the order is so old they can't refund it because they cant find it. So they told me to call my bank to get the refund that way. However today( 05/30) my bank told me they see the charge for $74.88 on December 1st of 2022. But because it's older than 3 months, i have to call boost. I want my money back! They've had their device for almost 6 months , but kept my money. I have screeshots of the tracking information showing it was delivered, with the tracking information ( tracking number) matching the one provided by boost mobile. I was also told 3 months ago that if i went to my bank and trued to get my money back that way, they would cancel my phone account with **********************( I've had them for 10 years) and charge my bank again. So this is why i never went to the bank. This sounds like a lawsuit, my bank ( richland bank) suggested i file one. This is my last effort before i do.Business Response
Date: 06/26/2023
June 9, 2023
Ms. *********************
*****************************************************************
Re: BBB Complaint #********
********* - *************
Dear ****************:
On June 2, 2023, we received your complaint, dated May 30,2023, filed with the Better Business Bureau.
You stated that on November 30, 2022, you ordered a ******* Galaxy A13, but you realized you ordered the wrong phone, as you wanted the ******* Galaxy A32 5G. You said Boost Mobile was unable to cancel the order.You mentioned that *** was instructed to return the item back to Boost Mobile,which was delivered on December 5, 2022. You said you were told to wait up to seven business days for a refund, but you have yet to receive it six months later. You requested your refund.
On June 8, 2023, a check refund for $74.88 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
*********************Customer Answer
Date: 11/15/2023
I've recently received a response from boost mobile in November 2023. Unfortunately when boost responded to the BBB complaint in June 2023 it was sent to my spam folder.
Boost said in their response said that a check was issued in the amount of $74.88 on june 8th. However. I Never received a check. Nor did I cash a check. Nor have I received a refund via original payment method. It's been almost a year. Boost mobile still has that device or has resold it. And I never got my money back as of 11/15/2023. If a check is being issued for a refund, it must be in my name( name on the card used) , not boost mobile account name ( *****************************) But, no check has been received at all. It has been 5 months since they claimed they've sent a refund. As mentioned before, no refund has been received.
***************************** ( ****/************; Porter
**********************************************************************
Contact phone: ************
Boost mobile account phone number: ************
Business Response
Date: 11/21/2023
November 21, 2023
Ms. *********************
*******************************************************************
Re: BBB Complaint # ********
509357023997-2023-11-43972
Dear ****************:
On November 20, 2023, we received your rebuttal, dated November 17, 2023, filed with the Better Business Bureau.
You stated that you are rejecting our response, as you did not receive the refund check of $74.88.
A refund check of $74.88 has been requested. It will be sent to the name and address provided in your complaint.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Customer Answer
Date: 11/29/2023
Complaint: 20119937
I am rejecting this response because:
You mentioned sending a check June 8th of 2023. This never happened, as the address that is in the complaint is the address I've live in for 6 years. **********************************************************************. I had from June until now to receive it. Never happened. Also, my boost mobile account has this same address on my account. And this is where the device was going to be delivered too( I explained that it wasn't and proved you got it back) also at this time I paid for a new month of service.. and still do not have service. Boost mobile has threatened me, hung up on me, called me names. This is absolutely crazy that I am still dealing with this issue a year later
Sincerely,
***********************(******)*****************************
Boost mobile number **********
Temporarily Contact number **************
Business Response
Date: 12/11/2023
December 8, 2023
Ms. *********************
*******************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 7, 2023, we received your second rebuttal, dated December 7, 2023, filed with the Better Business Bureau.
You stated that you are rejecting our response, as you indicate the check in June 2023 was never sent because you did not receive it.You also mentioned that you paid for a month you were unable to use, and continue to say your service is not working.
As previously advised, our records show a check was sent out on June 8, 2023. Please note that we cannot control if you did not receive it.As informed in our last response, a replacement was sent out because you said you did not receive the original check.
A review of your account reflects usage has occurred this current billing cycle, which contradicts your claim.
While we regret that you do not agree with our previous correspondence, we believe we have provided you with the appropriate resolution.At this point, we respectfully consider the issue closed.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 12/14/2023
I received the check and have successfully deposited it. So far, to the best if my knowledge the check did not bounce.
The second issue I brought up in this complaint is my service. If you look in my account,**************) I have not been able to make or receive calls, send or receive txt or have data. I have called over ************************************************************** September of 2023. I have been through trouble shooting steps more times than I can remember, I reset my network settings. Factory reset my phone ( losing everything) even bought a new sim card. Still, I have not had service for 4 months. But, I still have to pay my bill or lose my phone number I've had for 10 years.
In October, I was told that a ticket was created about my issue. And that I would receive a $25 credit on my boost account to assist with November's bill. However, I never did and still had to pay for service I wasn't getting
my phone states that it is not on a network. If I try to make a call it says" emergency calls only you are not registered on a network" this situation came out of no where. I've had the phone for a year. Occasionally, my txt will come in when I am in certain parts of my town. But never when I am home.
Attached I show I have paid my September, October and November bill. If you look in my account I have used a little if any of my data, or plan. My payment is coming up again. You've had almost 4 months to fix this issue. I pay $25 per month. I am asking for September, October and November's bill refunded to the original payment method. Since I have been paying for something I have not gotten. I have lost a job over this, and stuck with out a phone , with 3 children for almost 4 months. I have been with boost for 10 years! Yet when I call eith the issue I am lied too or hung up on.
If you look this issue up, there are 100s of people all over the USA with the same issue I am facing. So my location isn't the issue. I am requesting my money back. This issue plus my personal information being leaked from boost early this year, I have had enough
12-14-2023
Business Response
Date: 01/08/2024
January 5, ****
Ms. *********************
*******************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 5, ****, we received your third rebuttal, dated January 5, ****, filed with the Better Business Bureau.
You stated that you are rejecting our response for the third time, as you claim you have been unable to use the services at all for the past four months. You also claim you called in over 50 times about this and completed troubleshooting innumerable times, but you have not received a resolution. You requested a refund for September, October and November 2023.
Our records do not validate your claim that you have had ongoing service issues for months. As advised in our last response, your account shows adequate usage across data, talk and text. Had the services not worked at all, as you claim, your usage would be zero. A review of your account reflects that you continued to call in to request credits, but you refused to troubleshoot. The last time you went through troubleshooting was back on October 25, 2023. Since then, each time the customer care agents have offered additional troubleshooting, you have refused. Please note that we have only received 11 calls from you since September 1, 2023.
We decline your request for a refund.
While we regret that you do not agree with our previous correspondence, we believe we have provided you with the appropriate resolution. At this point, we respectfully consider the issue closed.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Customer Answer
Date: 01/12/2024
Complaint: 20119937
I am rejecting this response because:
This is NOT true and my reason for leaving boost after YEARS of service. I rejected trouble shooting ONE time bevause st that point you guys already did it 10 times. Then several times after that date. When I go into certain areas of my town I get service. I also told several tech support reps this. Over and over again. I LOST a job bevause of not having service. If you look in my account prior to the month the issue started, I used my phone txt/data/ and calls daily. Your tech support reps even tried calling me but failed to do so on several occasions. Also confirming to me that they see there is an issue. Making tickets for the issue each time I called. So, everything you said is false.
Sincerely,
*********************
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