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

4,978 total complaints in the last 3 years.
1,511 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:05/27/2023
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 placed an order on April 17, 2023 that included a phone and 1 month of service, order #**************** with order total $52.75. I tried to cancel the order and was told that orders cannot be cancelled but if I refused the package that I would receive a full refund ($52.75). The device was returned by *** to Boost on May 2, 2023. I was refunded on May 5, 2023 for only $10.86, which is just the cost of the device. I was told via live chat that the refund for the service ($41.89) would be processed separately and to wait a bit longer. I waited about a week and still did not receive the remaining refund so contacted again and a refund ticket was opened. The ticket was closed without refund several days later and I contacted again and another refund ticket was opened. Again the refund ticket was closed several days later without refund. I contacted again and a third refund ticket was opened and then a few days later closed without refund.Here are the number of the three refund tickets:1824908 ******* ******* All three refund tickets were opened through customer service and I was told that I would receive the remaining $41.89 due to me but the tickets keep getting closed without refund. I am doing my best to avoid filling a complain through the payment processor and am giving an opportunity here through the BBB for this to be resolved. I am tired of wasting my time and customer service agents time opening refund tickets just to have them closed without resolution by the refund department.I am just seeking the remaining $41.89 due back to me from the original $52.75 order total. Again, the package was refused without delivery and returned via *** on the original tacking number and the phone/service was never activated. Live chat and phone chat customer service all assure me that I should receive the remaining $41.89 due to me but cannot get the refund tickets processed correctly.
Business Response
Date: 06/21/2023
June 20, 2023

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

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

Dear ************************:
On June 2, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.

You stated that you purchased a device and a service plan through the Boost Mobile website on April 17, 2023. You made a payment of $52.75 at that time. You changed your mind and returned the shipment to Boost Mobile on May 2, 2023. When the device was received, you were refunded $10.86 for the cost of the device. You requested a refund of the remainder of the payment for $41.89.

I submitted a request for a refund of $41.89. Please allow seven to ten 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: 06/21/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I would recommend that Boost evaluate the procedures in place for their refund department. It wasted significant amount of my time and the various customer service agents' time trying to resolve this matter. I had over four refund requests submitted and all denied for unclear/inaccurate reasons that resulted in my having to send a complaint through the BBB. I appreciate the resolution now, but think that the current procedures in place in the company should be reviewed for better success and customer satisfaction in the future.
Initial Complaint
Date:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 26th 2023, I attempted to switch my service to a different plan that has unlimited data. When I changed it, I lost my current service. I asked if i could start my new service, but they infomred me i had to wait until the current billing cycle was over and have to wait until May 27, 2023. On May 27, 2023, I notice the buisness charged me 6 times when I should only be charged once and I still did not have any service on my phone. I contacted the plan to get a refund and my service started. I was told that the service will not be activated for another **** buisness days and a refund wont be issued until 3 buisness months, assuming the refund is apporved by their cooporate office. I went to change to a different plan that would be able to start me service and I was informed but the other mobile carrier I needed to get my account number and transfer pin. ******************** told me I had to access my online profile to get that information. I went to try but because I did not have any service, I was unable to log into my account and had to call to get my information. when I did call, I was transfered 3 times before I got the information I needed.I was told if i switch to a different carrier i would not be recieve any of the refund I was owed, even the ones that were duplicate charges that they made in error.
Business Response
Date: 06/21/2023
June 7, 2023

*********************
***************************************** 9
*******, ** 68127

Re:BBB Complaint #********
753660575282 - *************

Dear Mr. ***************** June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that on May 26, 2023, you attempted to port out your number, but you were told you had to wait until the current billing cycle was over. You said that on May 27, 2023, you noticed you were charged six times when you should have only been charged once. You also mentioned it was a hassle getting your account information from customer service. You requested a refund.

Our records indicate that on June 2, 2023, a refund of $125.75 had been submitted.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*********************;
Initial Complaint
Date:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just started with boost I was paying way to much for internet that was as slow as 3g and didn't need the whole hotspot so I tried to change to a lower plan to no success so I called them and they refused to let me switch to the cheaper plan I am still new customer so they said they will only put me on the $40 plan and that it still has unlimited talk txt and high speed data so after alot of them being rude I felt I had no choice so I said fine and they said ok it will be $67...I said if I'm switching to the $40 plan and my cycle date is tomorrow why would I have to pay 67 and they said it's the only way that the extra *********************************************************************** speak to technical support and they said it would be an hour for the boss and they refused to send me to technical support the discussion got heated so I hung up that conversation was with a lady than I called back and spoke with a gentleman and he walked me threw the change to the $40 plan and reassured me it was the unlimited talk txt and data and after it switched over I seen it after the switch was done that I only had 15 gigs high speed data I than called back and a lady answered and said she can't do nothing till it switches over to there system that I should call later so I did only for the worker to tell me that that plan was only available when I switch the service plan threw the app .....but the app won't let me they said that's fine to call back the next day when it is fully switched over so I did and they told me the system was down to call at a later time so I called the next day only for them to say that 40 dollar unlimited talk txt and high speed data don't exist....I was looking at it on there website and I told them I was looking strait at it the man continued to tell me it don't exist also I got mad and hung up..my internet has been throttled the whole time sence day one and they lied and bullied me till they got what they want they do this to a lot of people
Business Response
Date: 06/21/2023
June 8, 2023

*********************************
4601 ************
************, ** 23188

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

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

On June 1, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that you have attempted to switch your plan to a cheaper one, but Boost Mobile refuses to do so. You said you spoke with customer service and were placed on the $40.00 plan, but you were forced to pay $67.00. You mentioned that you requested to speak with a supervisor, but you refused to wait an hour on hold for one. You said your plan was to have unlimited data, but you found it only includes 15 GB of data. You mentioned your data has been throttled since you started service. You requested a full refund.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

Our records indicate that on April 27, 2023, your plan was $50.00 for unlimited data, talk, and text. On May 5, 2023, your plan was changed to the $60.00 unlimited data, talk and text plus 30 GB of hotspot. A payment of $10.66 was required to cover the prorated charge of upgrading your plan. On May 25, 2023, your plan was changed to the $40.00 unlimited talk and text plus 15 GB of data.

As shown online at boostmobile.com, the $40.00 unlimited talk and text with unlimited data is for new customers only. As you are an existing customer, you are not eligible for this plan.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. We respectfully decline your request for a refund.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/27/2023
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 purchased a 12-month pre-paid phone service plan with Boost Mobile in 2022. I also purchased a new phone through Boost Mobile to use that service. I worked with Boost Mobile customer service through numerous attempts, starting in December 2022, to activate the service with my existing number ported over to Boost Mobile on the phone I purchased from Boost Mobile. These attempts were all unsuccessful, and Boost Mobile eventually concluded that they could not port over my existing number. Boost Mobile offered to activate the service with a new number and I agreed that would be an acceptable solution. This was also unsuccessful, and Boost Mobile determined they would be unable to activate the service on the phone I purchased from them using the plan I purchased from them in 2022.The resolution was to refund my original $101.32 purchase of a pre-paid plan (tied to account #************* and process a new purchase (same $) for the same type of pre-paid plan. The Boost Mobile agent assured me this would work with the device and plan that I purchased from them, but would create a new account (tied to phone #***-343-****). I was charged $101.32 for the new transaction and activation with the new SIM card was finally successful. However, the refund for the original $101.32 was never processed. I attempted to resolve this several times with Boost Mobile customer service. None of these attempts have resolved the issue.Most recent: on May 2, a Boost Mobile agent claimed to have resolved this issue and processed the refund (ticket #*******). By May 27 this refund had not come through, so I contacted customer service again. The agent I spoke to on May 27 claimed there was no record of the ticket/refund and questioned why I should get a refund. The call was placed on hold and several minutes later automatically transfered to the general line (not back to the agent) then dropped. This has been a typical experience when dealing with Boost Mobile customer service.
Business Response
Date: 06/21/2023
June 20, 2023

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

Re:BBB Complaint #********
873354320056 - *************

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

On June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that you purchased a 12-month service plan from Boost Mobile, but you have been unable to activate it. You requested that we provide a refund of $101.52.

Please be advised that our records show this service line was activated on January 17, 2023. However, as our system shows no call, text or data usage, I requested a refund for $101.52. Please allow ***** business days for processing.

Sincerely,

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

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

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

Customer Answer
Date: 06/21/2023

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:05/27/2023
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 paid boost mobile $35 on 5/22/23 thinking I could restart my plan as Ive always done so my date could reset. The date did not reset, I *** allied boost and they said they nolonger restart plans that way. I then requested a refund. I ticket was opened 5/24/23. On 5/27/23, the ticket was closed but still no refund has been issued. Usually if you put money on your account on ******************, it will remain on your account and you can allocate those funds however you see fit. The funds are not even on my account with ****************** anymore. Completely disappeared. I asked if I could speak with a supervisor, boost reps tell me no. They claim they dont have supervisors. This is the second time theyve stolen money from me.
Business Response
Date: 06/21/2023
June 20, 2023

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

Re:BBB Complaint #********
617540937834 - *************

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

On June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You stated that you made a payment to reset your billing cycle, but it was not done. You requested that we provide a refund for your payment of $35.00.

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

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

Please note that our records show a refund of $35.00 was submitted on May 27, 2023, at your behest.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a mobile hotspot account with ******************** for many years. My plan has been $50 per month for 35 GB of hotspot data. As of 01 May 2023, without prior notice, DISH changed the plan to $50 per month for unlimited talk and text, 35 GB of data, and 12 GB of hotspot data. Since my device is strictly a ********************** hotspot, the plan is useless and I would never pay that much for 12 GB. I have spent 20+ hours on the phone with customer service, account specialists, and advanced tech support, as well as countless hours on the chat feature, trying to have service restored. I was told they couldn't help; the issue had been resolved 3 times; the reset had been submitted, but there were delays in the system; and, the issue had been escalated and flagged as urgent. It's now been 4 days and nothing has been done. I want a refund, not an account credit, for May 2023.
Business Response
Date: 06/21/2023
June 20, 2023

*****************************
PO Box 68
********, ** 21720

Re:BBB Complaint #********
255167839251 - *************

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

On June 2, 2023, we received your correspondence, dated *** 27, 2023, filed with the Better Business Bureau.

You said you were previously enrolled in a $50.00 monthly plan to receive 50 GB of hotspot data. You indicated your plan was changed to a $50.00 monthly plan for 12 GB of hotspot data without your consent. You requested a refund for the payment made for service for *** 2023.

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

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available.

Our records indicate your account was migrated to Boost Mobile's new system on November 16, 2022, and it was placed on a $35.00 monthly plan.

Please note, Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Ergo, your request for a refund cannot be met.

Sincerely,

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

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

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

Customer Answer
Date: 06/21/2023

Complaint: 20112554

I am rejecting this response because:
it is factually inaccurate. The plan was $50 per month. I was never enrolled in a $35 monthly plan on the wifi hotspot account, phone number ************, until it was changed to a $60 per month plan by a Boost Mobile account specialist during one of my many telephone conversations, in an attempt to resolve the issue. That was ultimately unsuccessful, as well.

Sincerely,

*************************
Business Response
Date: 07/03/2023
June 29, 2023

*****************************
PO Box 68
********, ** 21720

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

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

On June 29, 2023, we received your rebuttal, dated June 28,2023, filed with the Better Business Bureau.

You rejected our response, as you said your account was on a $60.00 monthly plan and not a $35.00 monthly plan.

Our records indicate that the line ending in **** was placed on a $60.00 plan at your request during a phone call with our customer care agent on May 25, 2023. A credit of $60.00 was also given at the same time so your plan could be changed and restarted.

The line ending in **** is the one reflecting that it was on a $35.00 monthly plan.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.

We respectfully decline your request for a refund as adequate data usage occurred on the account.

Sincerely,

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

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

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

Complaint: 20112554

I am rejecting this response because:
The plan was changed to a $60 a month plan, not at my request, but rather by the account specialist, in an attempt to resolve the issue regarding lack of wifi access. However, this did not resolve the issue, as my service was not restarted on that date. I repeatedly contacted customer service, both via the chat feature and by telephone, spending many more hours attempting to get the problem addressed and remedied. I was told each time either it was taken care of, the system was down and I needed to call back, or there was absolutely nothing they could do. Therefore, I paid for service I did not receive and it is unreasonable, and in fact theft, to refuse a refund. Boost is basically insisting that they are entitled to any and all funds tendered to them for services and they are not required to actually provide those services, nor are they required to refund those charges. This cannot possibly be legal. Unreasonable. Unacceptable. Theft.

Sincerely,

*************************
Initial Complaint
Date:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid my phone bill of ***** the website stated your payment was declined so I slid the bar to green again thinking I did it wrong and it declined my card again so I check my card because I know there was no issues with my card and seen that Boost Mobile took a payment each time I slide the bar. I contacted them to tell them of this problem and I was not refunded my extra payment. I explained that the way that set up anyone would slide it again and I feel like I have been a part of a Scam to get extra payments from customers
Business Response
Date: 06/21/2023
June 12, 2023

***********************************
*************************************
*****, ** 48532

Re:BBB Complaint #********
373927878473 - *************

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

On June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You said two payments were processed for your monthly amount due, so you requested that the second payment be refunded.

Our records show that a $35.00 refund was processed on June 2, 2023.

We regret any inconvenience this may have caused.

Sincerely,

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

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
Initial Complaint
Date:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may 8 2023 I purchased a data plan for $50 for 50 GIG of data for my hotspot as I usually do for 2 years. When I went to check how much data I had left on may 16 I was directed to a new boost website. They had switched my service to a phone plan, with no notification, $50 for 35 GIG. I have a hotspot not a phone. After speaking with customer service I was told there was nothing they could do since they no longer have the hotspot plan. I had payed for 50 GIG for the month and switched to 35 GIG. They need to honor what I payed for for that month. The next day my internet stopped working as if I had no data left even though I have data left on my account. called customer service again and was told that it was my hotspot and told to call the device company. I know my device is working because I can access boost mobile's website but nothing else like it does when I am out of data even though I have data on my account. The phone # ************.
Business Response
Date: 06/21/2023
June 12, 2023

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

Re:BBB Complaint #********
121838271093 - *************

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

On June 2, 2023, we received your complaint, dated May 27, 2023, filed with the Better Business Bureau.

You said your Boost Mobile plan changed, and you requested data be added to your account.

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

Due to this occurrence, your account was migrated to a new system, and your grandfathered plan is no longer available. You were placed on the closest, comparable plan that we offer, which is the $50.00 Per Month Unlimited Talk/Text plan.

Our records show that your account is currently suspended due to nonpayment.

Sincerely,

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

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

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

Customer Answer
Date: 06/21/2023

Complaint: 20112028

I am rejecting this response because: they sent no notification off the plan switch until after I filed the complaint with BBB. they choose not to resolve this matter and the result is I let the account lapse and switched carriers. They lost my business and I will deter others from Their company.
Sincerely,

*****************************
Business Response
Date: 07/03/2023
June 30, 2023

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

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

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

On June 29, 2023, we received your rebuttal, dated June 28,2023, filed with the Better Business Bureau.

You said you were provided no notice that your Boost Mobile account was being transitioned to our new platform.

Please note that we sent SMS and email notice of the transition. The new website was fully transitioned on May 31, 2023, and all Boost Mobile customers now access their accounts through it. Our terms of service, Boost Mobile reserves the right to cancel or change plans offered.

We sincerely regret any confusion or inconvenience this issue may have caused.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/08/2023

Complaint: 20112028

I am rejecting this response because: I keep all sms messages and found none sent to me. I do not have a complaint about the switch to the new plan or format. I do have a problem with when I went to pay for the month it clearly said $50 for 50 GB and that was what I paid for for that month. mid month my account went for 50GB to 35GB after I paid for 50GB for that month. I was willing to accept the new plan but boost mobile chose to be hard nosed about it. I will no longer do business with the and defer any other potential clients from them. I will also file a complaint to the **** there is no reason for further contact.

Sincerely,

*****************************
Initial Complaint
Date:05/26/2023
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.
Purchased an iPhone XR on April 8, 2023 , It just malfunctioned a few days ago, I have spent hours on hold , and the run around trying to get a replacement and then was disconnected twice , and pretty sure customer service didnt want to deal with me! Hopefully people see this and switch carriers
Business Response
Date: 06/21/2023
June 19, 2023

*********************************
5516 ************.
**********, ** 21782

Re:BBB Complaint #********
242063179155 - *************

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

On June 2, 2023, we received your complaint, dated May 26, 2023, filed with the Better Business Bureau.

You stated that your device is malfunctioning and you would like it replaced. You also said that our customer service agents were not helpful.

Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer.

We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be used to improve our customers' interactions with our agents.

Sincerely,

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

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

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

Customer Answer
Date: 06/21/2023

Complaint: 20111668

I am rejecting this response because:
The phone came with a 90 day warranty, stating its a boost warranty , I spoke with the manufacturer as well as Likewise and was told Boost is the liable party, I have a photo of the warranty unable to upload because the file isnt supported here
Sincerely,

*****************************
Business Response
Date: 07/03/2023
June 27, 2023

*********************************
5516 ************.
**********, ** 21782

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

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

On June 27, 2023, we received your rebuttal, dated June 27,2023, filed with the Better Business Bureau.

You stated that your refurbished device is malfunctioning and you would like it replaced. You stated that you have a photograph of the Boost Mobile warranty policy that states Boost Mobile manages the warranty for your device.

As outlined on our website, pre-owned phones are tested for functionality and gently cleansed. These devices may have visible usage wear and tear. All pre-owned devices can be returned within seven days of purchase for a refund, and all are sold with a 90-day limited warranty. This limited warranty is not an insurance policy, nor does it cover repairs, lost or stolen phones, accident or abuse, or cracked screens. Any device issue that needs to be addressed outside the seven-day satisfaction guarantee period must be done through the warranty provider, Likewize, under provisions of the limited warranty.

Please be advised that in order to make a warranty claim with Likewize, your Boost Mobile account must remain active through the entire claims process. Our records show that your service line is currently interrupted. As a courtesy, I have applied a one-time credit of $35.00. Please allow 24 hours for your service to be restored. Once your service has been restored, please contact Likewize directly to file a warranty claim.

As stated above, please ensure that your service line remains active throughout this warranty process. If this process is not completed within 30 days, additional payment will be required to keep the service line active.

Sincerely,

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

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

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

Complaint: 20111668

I am rejecting this response because, All you keep doing is giving me the run around, My service was active the entire month of June , because I was told the same exact thing by a representative and so I had a whole month of service I paid for a broken phone , You owe me $35.00 dollars for the unusable service as well as $370.99 for the purchase of the phone , the phone was unharmed and I told multiple times by Boost stores that the phone has an aftermarket battery and thats why it stopped working, Im awaiting a response from ** channel 4 news station!

Sincerely,

*****************************
Business Response
Date: 07/24/2023
July 20, 2023

*********************************
**************************
**********, ** 21782

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

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

On July 19, 2023, we received your second rebuttal, dated July 19, 2023, filed with the Better Business Bureau.

You stated that you purchased a refurbished iPhone that had an aftermarket battery. You requested compensation for your payment of $35.00 made for service and a refund of $370.99 for the device, as it does not work properly.

As I advised you in my previous response, all pre-owned devices can be returned within seven days of purchase for a refund, and all are sold with a 90-day limited warranty. This limited warranty is not an insurance policy, nor does it cover repairs, lost or stolen phones, accident or abuse, or cracked screens. Any device issue that needs to be addressed outside the seven-day satisfaction guarantee period must be done through the warranty provider, Likewize, under provisions of the limited warranty.

As this information was provided within the 90-day limited warranty period but no action was taken on your part to file a claim, your request for a refund for your devices purchase price of $370.99 is respectfully declined.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Nevertheless, a credit of $35.00 was applied to your account as a courtesy. No further compensation is warranted.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/26/2023
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 5/25/23 I tried to make a purchase for my monthly bill on the Boost Mobile App, the transaction said it failed. I tried a 2nd time and got the same message that the transaction had failed. I checked my bank statement and there are two charges for $50 from Boost Mobile. I called and was told by a rep that it went through on their end and they cant issue a refund. I was also told I could dispute it with my bank if I liked. There are multiple complaints online about the same issue. They are running a transaction scheme, they have the app say the transaction failed, the person keeps trying until they realize they been charged numerous times. Then told we wont give you a refund. This seems boarder line a criminal act.
Business Response
Date: 06/21/2023
June 15, 2023

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

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

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

On June 1, 2023, we received your complaint, dated May 26, 2023, filed with the Better Business Bureau.

You said you received an error code when you attempted to make a payment. After several tries, you said multiple payments were withdrawn from your bank account.

I emailed you at ********************* explaining that I have been unable to locate your account using the information provide in your complaint.

Please respond to my email with the phone number associated with your account so I may better respond to your concerns.

Sincerely,

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

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

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

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