Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,971 total complaints in the last 3 years.
1,514 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:05/18/2023
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 signed up for service on 05/13 and got my new phone on 05/16. That is the only good thing that has happened with Boost Infinite. The phone was broken, would not charge. Called that afternoon and spoke to customer service who told me that I needed to call ******** because that was the brand. I called ******** and they told me that Boost should be dealing with the situation. Called Boost back. They told me that I would have to buy a new phone on my own and they will send me a label to send the broken phone back in. I was told that Boost Infinite does not replace phones that are sent out broken. I called back a few hours later to confirm the information and was told that the information was wrong and that Boost will first have to make sure I did not break the phone. They told me that a new phone would be sent out by the end of the day and I will have it before the end of the week. Received an e-mail from Boost Infinite that they have denied my claim and they would do nothing. I called Boost Infinite the next morning 05/17 who told me that a replacement phone was sent out 35 minutes ago and that they do not know why I received that e-mail. I called that afternoon to get the tracking information on the phone and was told that no phone was sent out even though I was told that morning that it did. They said that they would create a "ticket." and have it worked on. I called the following morning and was told that no phone was sent out, I asked to speak with management and was told no. I called back this afternoon 05/18 and was told that the replacement phone was approved and that it has not been sent out yet and that it could take up to 5 days to send it and then there will be the shipping time so the whole process from now could take **** days. I was told that I will get the phone when I get the phone and that's it. I have been on the phone for over 5 hours with Boost Infinite and have received absolutely no resolution to my problem.
Business Response
Date: 06/14/2023
June 14, 2023

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

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

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

On May 30, 2023, we received your complaint, dated May 18,2023, filed with the Better Business Bureau.

You stated that the phone you received from Boost Mobile did not charge. You requested that we provide a replacement device.

Please be advised that 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.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/14/2023

Complaint: 20078199

I am rejecting this response because: I reached out to ******** and they stated that they have an understanding with Boost/Direct TV that they will take back broken equipment that they send out and that I needed to reach out to Boost again. Boost then agreed to take the phone back on numerous occasions.

Sincerely,

*********************
Business Response
Date: 06/21/2023
June 19, 2023

Mr. *********************
***********************************
**************, ** 92234

Re:BBB Complaint #********
961085844767 - *************

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

On June 16, 2023, we received your rebuttal, dated June 16, 2023, filed with the Better Business Bureau.

You stated that ******** advised you there is an agreement in place where DISH Network/Boost Mobile will accept the return of defective devices. You requested that we facilitate the return of your broken phone.

Please be advised that DISH Network/Boost Mobile has no agreement with any manufacturer stating that we will manage defective devices. As DISH Network/Boost Mobile does not manufacture the devices, we are unable to provide any assurance as to the functionality.

As previously advised, 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.

Nevertheless, I will facilitate the return of this device for you. Please return the phone in like-new condition, in the original packaging, with all original accessories, and your itemized proof of purchase to:

*******************************
c/o ***********************************************************************************

Once the phone has been received and the condition verified, I will a submit refund request.

Sincerely,

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

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

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

Customer Answer
Date: 06/28/2023

Complaint: 20078199

I am rejecting this response because:
The broken and previously open phone Boost sent me has been sent back at my expense. I find it kind of sneaky that Boost makes customers pay for the postage of an open and broken product that was apparently brand new. A customer service representative from *********** who refused to connect me with a supervisor told me that I would get my postage back within 4-6 months after I send it back. Another representative told me that I would not get my postage back and a thrid customer service representative told me that if the phone is broken I must have done it and they will not reimburse me for the phone and that I would be responsible for the total cost.

Sincerely,

*********************
Business Response
Date: 07/17/2023
July 11, 2023

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

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

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

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

You stated that you find it sneaky that Boost Mobile requires you to pay postage for returning your broken device. You stated that a Boost Mobile representative advised you that you would be compensated for your shipping cost within four to six months.

As I previously advised you, the standard procedure to deal with a broken device such as yours is to file a warranty claim with the devices manufacturer. As Boost Mobile is making an exception due to the circumstances, we do not facilitate shipping. We regret any inconvenience this may have caused.

Our records show no indication that one of our representatives advised that you would be compensated for shipping costs. As Boost Mobile does not facilitate the return of your device in this instance, no compensation will be issued for shipping costs.

Sincerely,

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

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

                *********************
Customer Answer
Date: 07/27/2023

Complaint: 20078199

I am rejecting this response because: I was promised by a Boost Employee that I would eventually be reimbursed for my shipping and now Boost is changing the response in the middle of the situation. It is sneaky and unfair. It obviously appears that Boost could care less about their customers and are willing to say anything to passify them only to refuse to honor their statements.

Sincerely,

*********************
Initial Complaint
Date:05/18/2023
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 signed up for boost mobile and was lied to about a $200 gift card that I was supposed to be eligible for after having premium service for 3 months, then I lost my phone and decided to switch to metro pcs, I called support and was told that because I lost my phone I had to go into the store to get my account number, I went to two different stores and called the 800 number multiple times and nobody would give me my account number, I have been unable to port my number over, transfer my acp account or get any help over the phone or in the store. I feel like my phone number is wrongfully being stolen and as a customer my account information should be readily available. I have spent more money on a phone for not being able to port my number over and not been able to transfer my acp discount or access my account. So far it has costed me an extra $100 and I still can't access my phone number or get my account number.
Business Response
Date: 06/14/2023
June 14, 2023

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

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

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

On May 30, 2023, we received your complaint, dated May 18,2023, filed with the Better Business Bureau.

You stated that you have not received your $200.00 Black Friday promotional gift card. You also stated that your phone number has been stolen, as you are unable to port it out to your new wireless carrier.Additionally, you said Boost Mobile will not transfer your ACP benefit to your new wireless carrier. You requested that we provide compensation of $100.00 for charges associated with this issue, and your account number so you can port out your phone number.

Please be advised that to be eligible for the $200.00 Black Friday promotional gift card, you must be signed up on either the $50.00 or $60.00 per month unlimited plan. As you were not enrolled in either of these plans at any time, you do not meet the criteria to receive this gift card.

In order to port your phone number to a new wireless carrier, your account must remain active throughout the porting process. Our records indicate that your service has been interrupted due to a missed payment due by June 8, 2023. Once this payment is received, the account will be restored and you will be able to port the phone number to your new carrier.

Please note that the ********************************* (FCC)regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer,they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code,passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

In order to apply your ACP benefit to your new wireless service, you will need to re-enroll with ACP and provide your new wireless carrier information.

Your request for compensation of $100.00 is respectfully declined, as we are unable to compensate you for charges associated with switching to a new wireless carrier.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/18/2023

Complaint: 20077384

I am rejecting this response because: for one I was on the $60 a month plan for 3 months hence why I was eligible for the black Friday giftcard, also I was switched to the free plan with the acp discount so how could I have missed a free payment but still had service? I called in to puase the service after losing my phone and because boost mobile refuses to give me my account number I cannot port my number over or switch my acp discount.Boost mobile is a prepaid service and does not own the right to my phone number, the ability to withhold my account number or acp etc as ****** for money that I do not owe! This is both illegal and highly immoral...

Sincerely,

***************************
Business Response
Date: 06/26/2023
June 26, 2023

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

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

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

On June 22, 2023, we received your rebuttal, dated June 22,2023, filed with the Better Business Bureau.

You stated that you were receiving service free of charge via the Affordable Connectivity Program (***), so you could not have missed a payment.

Our records show you received the *** benefits beginning on January 2, 2023, until June 7, 2023, when your *** benefit was transferred to a new wireless service. As you can only receive *** benefits on one account, your ******************** *** benefit was removed.

If you wish to continue to receive the *** benefits, you can re-enroll at a participating Boost Mobile retail location.

Please note that as a courtesy, I have applied a $30.00 one-time credit to your account. Please allow 24 hours for this credit to be reflected and for your service line to be restored.

Sincerely,

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

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

                *********************
Initial Complaint
Date:05/18/2023
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.
My phone bill is set to auto pay on the 3rd of every month. They took my payment on the 3rd of this month like normal but they forced me to pay my bill again today to keep my phone turned on. I contacted customer service they told me I never paid on the 3rd I have the bank statement to prove I've paid twice now
Business Response
Date: 06/14/2023
June 6, 2023

*************************
*******************************
*********, ** *****

Re:BBB Complaint #********
409988297691 - *************

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

On May 30, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You said that you made a payment on May 3, 2023, but then your service was interrupted.

A review of our records indicate that your account was transferred from the Boost Legacy system to the New Boost Mobile system, and an issue caused your payment not to transfer correctly. As such, I applied a one-time $60.00 credit to your New Boost account. We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/18/2023
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 recently obtained phone service through boost and after paying my phone bill of $30 I havent been able to use the phone at all which includes text talk and data. After contacting boost they informed me I used my mobile data for the month but I havent been able to use the phone the entire month. Its shows on my call log, text log, and web history also I have video recording of how the phone was acting. I had to purchase a new phone through a new company. This resulted in me losing a job and child care benefits for my child.
Business Response
Date: 06/14/2023
June 12, 2023

Ms. *********************
1857 ********************************.
*************, ** 34787

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

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

On May 30, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You said that after you obtained Boost Mobile service and made a $30.00 payment, you have not been able to use your phone.

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.

Sincerely,

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

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

*****************************
Initial Complaint
Date:05/18/2023
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 bought my son a prepaid phone around Christmas and added minutes and a plan. In April he was going out of town and needed his phone mins added again and I went to the app because I also have phone service through boost. And put his phone number in and it said I could restart his phone service by adding mins so I added $40plan ($41.48) off my master card however it didn't work. So I called Boost spook with ****** at and she keep me on phone for long time and didn't really understand and told me to take phone to *********** I explained to her he didn't used for since January . We got disconnected So I called back and after talking 2 3 different people and about2 hours they said he would have to have a new sim card becuz they couldn't just issue him a new number or give him his original one .. He was already on road out of town at this time with no phone. I told them the app told me it was still active and that's why I added the money becuz it let me with that phone and phone number . Finally they I asked if they could refund me and they said yes ref #******* after a month still nothing so I called back they said it was denied so I held for supervisor for 2 .5 hours and when I went to give him his phone number it disconnected. I called back and briefly explained and she said she could hook me back through to supervisor I was talking to but she would take care of it so she said she would rerun the ticket for a refund new ref#***-7048 I've been waiting since . His phone number was ************ This place should not have a appointment give u the option to add mins to a account if you can't use it and the refund shouldn't of been denied that is theft . They took my money out of account knowing that I wouldn't be able to use phone unless if I bought a new phone or order a sim card because they said there's no way to get them except at boost stores and the phone came from ********* Thank goodness he didn't break down on highway with no phone service . I wasted 6 hours
Business Response
Date: 06/14/2023
June 12, 2023

*****************************
*************************
******************** 47610

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

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

On May 30, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You said you made a payment in April 2023 to restart your sons Boost Mobile service, but it did not work. As such, you requested a refund and you were told you would receive one, but you are still waiting on the refund.

Our records show the refund was issued on May 19, 2023.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

*****************************
Initial Complaint
Date:05/18/2023
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 processed a new account with ****************** purchasing a phone included.The constitutes were ramped up already complaining about service payments not being handled. But, I had already purchased the phone and was in the process of activation.I've had their service for 2 months total, during my 3rd month. I had auto pay enabled & they turned it off without my knowledge or acceptance. The store rep told me they migrated the account. So that's an inconvenience, and fraud.
Business Response
Date: 06/14/2023
June 3, 2023

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

Re:BBB Complaint #********
756213096302 - *************

Dear Mr. ********************** May 18, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You stated your services were interrupted and you were informed your account was migrated. You requested a billing adjustment.

Our records indicate that an email and SMS text message were sent prior to your account being migrated to our new platform. Please visit *********************************************************************************** for more information on Boost Mobiles new account management tools.

We respectfully decline your request for a billing adjustment, as a payment would be required to restore your service. The last payment received was on April 8, 2023, which was processed through your online account. Since no payment was made for the next cycle, your account was interrupted.

Sincerely,

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

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

*********************;
Initial Complaint
Date:05/18/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ran out of data today, when this has NEVER happened before with Boost. I will be without data for the next 3 weeks because they all the sudden say you have to manually turn off your cellular data now when you are using WiFi or you will use up your data anyway. I feel like customers are now being scammed to pay for more data. I have had boost for the last two years and have never run out of data. Now they are trying to sell me more.
Business Response
Date: 06/14/2023
June 3, 2023

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

Re:BBB Complaint #********
213380815562 - *************

Dear Ms. ************ May 18, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You stated that you ran out of your data, which has not occurred before. You indicated that you are being forced to either purchase additional data or go without it. You requested that your account be restored to the services you previously had.

Our records indicate that your plan includes unlimited talk and text with 10 GB of data. Once the 10 GB of data are used, if more is needed, then it would be necessary to purchase additional data. If there are concerns regarding data usage on your capped data plan, it would be recommended to change to a higher capped data plan or an unlimited data plan.

Your account does not reflect any service changes have occurred, as your plan has remained the same since May 27, 2022.

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

*********************
Initial Complaint
Date:05/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAVE A ***** I PURCHASED OUTRIGHT AND IN FULL FROM BOOST MOBILE. I AM TOLD AFTER NUMEROUS AND TIRING CUSTOMER SERVICE CALLS SPRINT OWNS **********************. I NEED TO GET MY ***** UNLOCKED SO I CAN USE IT AS I PLEASE SINCE I PAID FOR IT IN FULL AND IT IS MY PROPOERTY! MY ACCOUNT STAYED IN GOOD STANDING AND I PAID EVERYTHING OFF BEFORE MOVING ON TO A BETTER ***** PROVIDER. THE CUSTOMER SERVICE HAS TOLD ME THEY WILL NOT UNLOCK MY *****. THE ***** WAS PURCHASED OUT RIGHT IN FULL. IT IS NOT LEGAL FOR A ***** COMPANY TO HOLD MY PROPOERTY HOSTAGE!
Business Response
Date: 05/31/2023
May 18, 2023

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

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

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

On May 18, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You requested that Boost Mobile unlock your device.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Our records indicate that you do not meet the criteria to allow your phone with IMEI *************** to be unlocked. However, an exception to this policy was made, and your device was unlocked on May 18, 2023.

Sincerely,

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

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

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

Customer Answer
Date: 05/31/2023

Complaint: 20074771

I am rejecting this response because:
The phone is still giving me the notification the phone is locked and I must contact Sprint to get unlocked. Please have the phone unlocked as stated so I may proceed with using my device as needed.
If they need to contact me I can be reached at ************

Sincerely,

***********************************
Business Response
Date: 06/07/2023
June 7, 2023

*****************************************************, 91352

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

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

On June 2, 2023,we received your rebuttal, dated May 28 2023, filed with the Better Business Bureau.

You said your device still shows that it is locked by Sprint. You requested that Boost Mobile unlock your device.

When we spoke by phone on June 7, 2023, I submitted a request to have the phone unlocked through Sprints system (now owned by T-Mobile). I gave you my contact information and requested that you contact me directly with any further concerns regarding this matter.

Sincerely,

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

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

                *********************
Customer Answer
Date: 06/12/2023

Better Business Bureau:

Thank you ****. You were much helpful. The device has now been unlocked. 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:05/18/2023
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.
Cancelled service and still got charged. Also returned unused and still sealed in packaging activation kits (2 units), never received the refund. Called 6 times and every time transferred minimum 3 times, confirmed the refund each time but never actually received the funds.
Business Response
Date: 06/14/2023

June 13, 2023

Mr. *******
24945 **********.
*************, ** 92691

Re:BBB Complaint # ********
196559485870 - *************

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

On May 26, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You said you were unable to activate your service. You requested a refund for two activation kits and two lines of service that you were unable to use.

Refunds of $12.93, $10.40, and $53.10 have been submitted in the interest of customer service. Please allow up to 20 business days for processing.

We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:05/18/2023
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 cancelled an order I placed on 7/2/2022 for a phone,the order number is ek-bepp-979866241,on 7/11/2022 *** returned the phone back to them at **********,** recieved by *******************I never recieved my credit back to my discover card and the amount to be returned is $1,069.99.I have been speaking with several different people almost monthly and they tell me to wait 72 hours and the credit should be there yet it never shows.The case reference number is 322878830.Boost claims they sent the credit back to my Discover card and the case is closed.Almost a year later *************** they still have not received the credit from Boost Mobile.
Business Response
Date: 06/14/2023
June 9, 2023

*******************************
615 Wolf Run
************, ** 33880

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

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

On May 26, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You said that you are still waiting for a $1,069.99 refund that was approved in July 2022.

When we spoke on June 8, 2023, I confirmed that a $1,069.99 check refund has been issued. Please allow seven to ten business days for processing and delivery.

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

Sincerely,

***********************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Mon, Tue, Thurs, Fri 10:30 am 9:30 pm MT
************

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

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

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