Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

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  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

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  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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:05/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on march 18, 2023, I placed an order online for a phone $271.41. I cancelled the order right after by calling customer service. I was told not to worry that the order was cancelled and that I should received a refund within 5 business day. I didn't received the refund. I continued to call Boost Mobile customer service and they said that my order was cancelled and to wait for the refund and to not worry about it, but their system was not working and that they were summiting tickets to get the transaction taken care of. A few days later they sent me the phone from the order cancelled and I called them right away to ask what the actual F was going on that I didn't wanted the phone and that I needed to returned,They gave me the round around about their system no working & that I needed to keep the phone til their system was fixed, they wouldn't give me a timeframe at all, they transferred me to other agents that didn't do anything & told me to wait. I went ahead and contacted my bank and filed a dispute on the transaction since BOOST MOBILE wasn't doing anything. Now on May 12, 2013 almost two months later Boost Mobile suspended my service which I had already paid a year in advanced for service. I called them and I was told that my line was suspended do to a chargeback and that I needed to pay an additional year in advance for the service in order to reactivate service & then they would be able to help me. I told them that it wasn't my fault that their system wasn't working & I had already paid for my service in advance, they didn't care they want me to pay another year to reactivate my service and the they will process a reversal to the chargeback. Their tactics to lock me In another year service before sending me a return label should be illegal. This is abuse of power in their part.I want them to reactive my service and let me keep the phone for free for the inconvenience and stress caused. I've already paid for another year $301.80 and my service still suspended.

  Customer Answer

  Date: 05/17/2023

  
  Ive attached a pdf file to support my complaint. The chat conversation that Boost Mobile agents and I had through the past months. Shows how many times I contacted them to get help in how to return the phone they sent me after I canceled the order.  In one occasion I was told that the return label was processed and that I just had to wait for it to arrive which it never did, another time I was told that I had 40 days to return it the phone to get a full refund.   They keep lying about everything. As I mentioned before.  Their tactics and the way they treat their customers and just take our money and dont comply with their part in providing the service that Ive paid for in advanced.  Also asked me to pay for another ********************************************** and request for the service to be turn back on, all of that should be take in consideration.   I called several times within the past 5 days and they just keep creating tickets and tell me to wait, meanwhile I have no cellphone service.  I was transferred to speak to a supervisor that was basically making fun of me  saying that she personally never told me anything that I was told in the chat and that she wasnt gonna do anything for me but to collect more money in order to get my service back.  Eveytime I call they keep me on hold for up two hours.   I am not laying.  They need to take accountability for all of this and ***** my request to restore my phone service, and let me keep the phone since Ive already paid for the previous year service and another year in advance.  All of this situation its taking a toll on me.   Mentally and physically draining at this point.

  Business Response

  Date: 06/09/2023

  June 9, 2023
  
  
  
  **************** ******
  ******************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 24, 2023, we received your complaint, dated May 14, 2023, filed with the Better Business Bureau.
  
  You said you ordered a phone through our website on March 18, 2023. You then canceled this order, but the phone still shipped and you were charged for it.You tried to contact ** for assistance, but you received none. At this point,you contacted your bank and disputed the charge and your account was suspended.You also expressed concern with the customer service you experienced. You requested your account be restored and to receive compensation.
  
  Please be advised that the dispute caused the suspension. I contacted our billing department and they reported back that the dispute was found in our favor and the funds returned. As a result, your account has been restored and a new return authorization ticket has been created to ship the phone back. Once the phone has been inspected/received, a refund for the purchase price will be issued.  
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:          ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20056448
  
  Youve ignored everything Ive submitted and pretty much blamed me for doing the right thing in filing a chargeback with my bank. When you didnt complied at all and just gave me the round around.   I resubmitted the chargeback on 5/17/2023 with my bank and attached the evidence that you ignored on here.  You called me on 6/9/2023 and left a voicemail to call you back which I did and left a voicemail explaining the whole situation.  I even mentioned that Ive already have the credit amount in my boost mobile account that covers the full amount for phone.  Im not gonna wait for another return label When you have provided me with this bad experience.   You can take the credit I have in my boost account to cover the the $271.49 and refund my bank. I refuse to continued with this treatment and incompetence in your part.  Its not even about the money anymore because I have paid you already and it shows in the screenshots and the transactions on the app. Your boost mobile agent asked me to pay for another billing cycle which is another ******************************  I used my boost credits and also a different debit card to charged $179.39 to complete the amount  to cover the whole $301.70 for the next billing cycle. Your agent lied to me and it has taken almost one month to unsuspended my service. You think is fair and easy just to suspended my service because of the lack of training and communication you seed in your agents. You pretty much trained them to only collect money and not to actually help your customers.   Ive mentioned that I want to keep the phone for free but you wont do that and since you arent owning up to your wrong doing you can take the amount out of my boost credits. The bottom line is that you took my money and suspended my service and just going to blame it on me for taking action by disputing the transaction with my bank. Im still very disappointed in the way yall treaded me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/13/2023

  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 paid my phone bill and they charged me twice. I called numerous times for refund and they have not refunded my money. First they told me they could not find my account and I found out they had spelled my name and email address for my account. My name is ***************** and email is ********************* They have my accounts under ************* and email ********************* I made pay on May 1, 2023 and I still have not got refund. Every time I call they say we are transferring you and hang up. I just want my refund. My bank said I have to fill out paperwork to get refunded and Im waiting on the paperwork but I wanted to see if you guys can help before it comes.

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  
  
  *********************
  OH, 45223
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  On May 24, 2023, we received your complaint, dated May 13, 2023, filed with the Better Business Bureau.
  
  You stated that two payments were taken on your account on May 1, 2023. You previously requested a refund, but have not received one yet. You also mentioned that your name was misspelled and the email address was incorrect.
  
  Our records indicate that a refund of $94.00 was processed on May 20, 2023. Please verify this with your financial institution.
  
  I updated the name and email address on your account, as requested.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  **************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************
  

• Initial Complaint

  Date:05/13/2023

  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 ordered a cell phone and paid for a monthly plan totaling $256.13 on 4/26/23. I received the phone and gifted it to my daughter for her 15th birthday on May 1, 2023. We have not been able to activate the phone since. I was advised to get a new SIM card from a store where I paid another $10. Even with the new SIM card the phone still doesnt work and they cant activate it. Ive now been told that a refund isnt possible. So Im stuck with a phone they cannot activate and Im out of money and my daughter is disappointed. I dont know what else I can do. I was told that its locked so going through another service provider would not work. I feel scammed at this point and need help. Can you please help me? If I can get refunded for both the device and service plan that never got used that would be greatly appreciated. I have everything as it came packaged. My card that was used has since been replaced. But Ill be happy to provide updated card information if needed.

  Business Response

  Date: 06/08/2023

  June 8, 2023
  
  
  
  *************************************
  10877 Carnegie Dr.
  **********, ** 45240
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On May 24, 2023, we received your correspondence, dated May 13, 2023, filed with the Better Business Bureau.
  
  You said you purchased a phone and a month worth of service on April 26, 2023, for a total of $256.13. You indicated you were unable to get the account/phone activated. You requested the phone be unlocked or to receive a refund, yet both your requests were denied.
  
  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. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage).Handset returns must include original packaging with all original kit components.
  
  Additionally,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. As such, your request for a refund cannot be met.
  
  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
  
  Your unlock request has been granted; please allow 72 hours for this to process. It is necessary for your phone to be connected to the Boost Mobile network either by having a Boost Mobile *** card inserted or through Wi-Fi.
  
  *** 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).
  
  We regret that your initial experience was discouraging.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ****************************************
                  ******, ** 80210
  
                  *********************

• Initial Complaint

  Date:05/13/2023

  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 for three months of wireless service on 4/5/23. However I have not had service in the past few days. I get a message stating "Your account ran out of data or you missed a payment." The problem is I am paid until July and my account says I still have 1.3 gb. I called to get this resolved, but after being on the phone with customer service for over 30 minutes, I got disconnected. This is costing me time and money.

  Business Response

  Date: 06/08/2023

  June 8, 2023
  
  
  
  ****************************
  *****************************************************************************
  
  Re:          BBB Complaint # ********
                  ************ - *************
  
  Dear ********************:
  
  On May 24, 2023, we received your correspondence, dated May 13, 2023, filed with the Better Business Bureau.
  
  You stated that you experienced changes in performance when using applications that require data usage. You also expressed concern with the customer service you experienced. You requested a 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.
  
  Please note, 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. As such, your request for a refund cannot be met.
  
  We strive to provide excellent service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:05/12/2023

  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.

  On May 4, 2023 I made a payment on my account for 35$ USD. I did so because a Boost mobile representative told me I could pay for one of the two lines on my account. So, I made the payment and on May 7, 2023 I called to question why I had no service. I was informed that I was given false information again by a Boost ***. So I requested my 35$ to be refunded. I was told it would take 48hrs. On May 9,2023 I call again to ask why the refund was pending but then snatched back by the company on May 8, 2023? I was told that there was nothing they could do and wait till May 11,2023. On the afternoon of May 12,2023 I again sit and wait on hold for hours. To once again be ping ponged between departments. I am eventually told there systems shows a refund given on May 11,2023 so there's NOTHING that could be done. I refute that I've received funds. The *** basically repeated what her screen showed. No supervisor was offered nor given even when I asked. No escalation or, investigation started. Just a " aww Im so sorry... Oops ... Nothing I can do. I then request the legal information needed to give to a lawyer. I was placed back on hold for the legal department. I wait over 3hrs. This is NOT how business should be done. I've been with this company since ****. The sub par standard of service is appalling. I do believe that without legal presence this company will not do right by their customer. I am ashamed of how Ive been treated.

  Business Response

  Date: 06/07/2023

  June 6, 2023
  
  
  
  *******************************
  ******************. B
  *********, ** 66762
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On May 24, 2023, we received your complaint, dated May 12,2023, filed with the Better Business Bureau.
  
  You said you were told that you could make a payment for just one of the phones on the account, but after doing so, your service was interrupted. When you inquired as to why, you were informed that you could not pay just one account; therefore, you requested a refund, which you have not received.
  
  Your account records confirm that the refund for $35.00 was issued and credited back to the card that was charged. We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 06/07/2023

   
  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:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31st I called Boost Mobile to obtain my account number. I spoke with a woman named ***. She would not give me my account number. She told me in order to receive my account number I would have to pay my last ********************** up payment. I had 1 boost up payment of $***** left. It was not actually due until the following day. I continually asked for my account number and she would not give it to me until I paid the *****. She said if I don't pay boost would have to take legal action. I don't understand why they would need to take legal action when I pay my bills? She was forcing me to pay my bill a day early to receive my account number. So after going back and forth with her for a very long time I said fine. I went on my boost mobile app. And payed the full amount of my service and boost up payment. It was a total of $66.00 because there is no option to pay only $***** that is owed on the phone itself. I proceed to tell her I would like to cancel my service and I would like a refund of my money that I had to pay over the $***** because I had no option to pay only $*****. I was currently getting my account number to switch my phone service with a representative from my new phone carrier listening to the whole conversation. She asked how would I like the refund out of some options she gave. The option I chose was straight back on the debit card the payment came from. She said ok and that she would process it. It's been over a month now and I have not received my refund. I called boost today only to have a lady tell me I have no account with them so they can't issue a refund. I asked to speak to a supervisor. I told the supervisor the situation. He also told me I can't receive a refund because I don't have an account with them but he needed my 4 digit account access code.... My account was active March 31st when the refund was issued and payed for until the next day April 1st. Regardless of an active or inactive account they stole my money and refuse to give it back.

  Business Response

  Date: 06/07/2023

  June 6, 2023
  
  
  
  *********************************
  ******************************
  ********, ** 92040
  
  Re:          BBB Complaint #********
                  ********* - *************
  
  Dear ********************:
  
  On May 24, 2023, we received your complaint, dated May 12,2023, filed with the Better Business Bureau.
  
  You said you called Boost Mobile on March 31, 2023, to obtain your account number to port out to another carrier; however, you still had a $12.00 loan balance remaining. The representative informed you this would need to be paid before they could provide the number. When you opened the app to get into your account, there was no option to pay only the $12.00, so you paid $66.00 for the full month. You were told you would receive a refund for the difference, but you have not received it yet.
  
  A review of your account records confirms that you made the payment one day before closing your account and porting to another carrier.Therefore, I submitted a refund request for the difference of $54.00.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:05/12/2023

  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 was told after 1 year with Boost mobile I could take the cellphone I bought thru them anywhere. My year was up and when I tried to change providers, the phone was still locked. March 21, 2023 I called Boost and told them the phone was still locked and I needed it unlocked. I was told they were having system issues and I would have to call back. I had to buy a new cell phone in order to go with my new provider. I than went on vacation out of the country. When I got back I checked my bank statement and saw my credit card was charged $35.00 for April ******* with Boost. I immediately called Boost to find out why this happened and was told I was signed up for automatic recurring payments. I informed them I never signed up for that and I did not have their ******* and wanted a refund of the $35.00. I was given a ref. ID # . I also asked for the phone to be unlocked again and was told still having issues. May 4, 2023 called them again and asked about refund and unlocking the phone. After some time I was told that I would have my refund and phone unlocked in 72 business hours and given 2 new ref ID #'s. May ******* called to find out the status of each ID #'s. After waiting on hold for 1-1/2 hours for a supervisor. Told her the problems I was having and she said let me see what I can see and after a few minutes, we were disconnected. On purpose or by mistake I do not know. Called back and was told I would have to wait on hold again. That was not going to happen. Called my credit card company to dispute the charge. They are now working on that, but I still need the phone to be unlocked.I would NOT advise anyone to go with Boost Mobile. They are simple the worse in customer *******. I have been lied to and hung on, even before this last phone call. Stay away from Boost Mobile. Run very fast from them.

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  
  *****************************
  ******************************5
  ******************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On May 24, 2023, we received your complaint, dated May 12,2023, filed with the Better Business Bureau.
  
  You stated that despite having your phone for over a year,you are unable to get the device unlocked. You also stated that on April 1,2023, you were charged $35.00 for your monthly service payment via autopay without your authorization. You requested that we unlock your phone and refund your payment of $35.00.
  
  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 your unlock request has already been granted; please ensure your phone is powered on with the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.
  
  MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).
  
  As a courtesy, I have submitted a refund request for your payment of $35.00 made on April 1, 2023. Please allow 10 to 19 business days for processing.
  
  Sincerely,
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** *****

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $100 1 2-month unlimited talk & text + 1GB 5G Data plan in December 2022. Immediately upon activation I began having data issues. When I contacted Boost they said I had already used the included data so I added on 1GB recurring additional for $5/mo. This was my daughter's phone so I did not monitor the usage closely but it seemed every month she ran out. On 4/4 she was 'out' of the additional 1gb so I did a ONE TIME add on of another 1gb for an additional $5. On 5/2, I had to do the same. This time, the additional data never loaded and I did not get any extra data. I contacted Boost via chat multiple times, multiple days, and after first trying to tell me I had already used it all, they then kept saying they were escalating the issue - to check back in an hour, restart phone, it was loading, check back in 15 mins, etc. I AGAIN loaded another 1gb for $5 on 5/12 (TODAY) just to prove to them it's not working. I still have no data. I can't speak to a supervisor - my chat wait went from 41st spot, down to 31st, then somehow there was an 'error' the *** said and my wait went back up to 46th. I have screenshots of all of this. I want the 5/2 and 5/12 payments refunded as well as a prorated refund for unused months - I will be switching carriers.

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  
  
  *****************************
  15680 *************************.
  ********, ** 20176
  
  Re:BBB Complaint #********
  683726219909 - *************
  
  Dear ****************:
  
  On May 23, 2023, we received your complaint, dated May 12, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a service plan with a monthly allotment of 1 GB of 5G data. You mentioned that on several occasions, you have exceeded this monthly allotment and purchased an additional GB for $5.00. You said this data was not applied to your account. You requested a refund of your purchases on May 2 and 12, 2023, for additional data and a prorated refund for the unspecified months you did not use the service.
  
  Please be advised that our records show your device is connected to the network and consuming resources as expected. Our system indicates that you have exceeded your monthly 1 GB of 5G data, in addition to your 1 GB add-on. As the extra data that was purchased was provided, your request for a refund is respectfully declined. Nevertheless, as a customer service gesture, I have applied a one-time credit of $10.00 to your Boost Mobile account. Please allow 24 hours for this credit to be applied to your account balance.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/11/2023

  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.

  Hello. My cell phone was misplaced and as a result I asked boost to deactivate my phone. Within a day or so my phone was in my possession, so I went to the store to pay my bill. Unfortunately, my line was instead "terminated." With the action taken out against my long time number, paying my phone bill did not reactivate my account. In the end, ********************** said it was nothing they could do, including not giving me my money back nor a sim card to reconnect with boost. please help. the cell phone number is ********** pin on my acct. ****.

  Business Response

  Date: 06/06/2023

  June 5, 2023
  
  
  
  Ms. ***************************
  ********************************** 4
  ********, ** 23225
  
  Re:BBB Complaint #********
  438050222057 - *************
  
  Dear ******************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You said your Boost Mobile account was canceled when you reported your phone as lost. You requested to be compensated for gas used to visit Boost Mobile stores when you were trying to restore your service.
  
  A review of our records indicate that you reported you lost your phone on May 6, 2023. You requested that your service be deactivated and the agent submitted a ticket to disconnect the account.
  
  I submitted to have your last payment of $25.74 be refunded to you. Please allow three to five business days for processing.
  
  While we sincerely regret any confusion this issue may have caused, we are unable to provide you with compensation for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/11/2023

   
  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:05/11/2023

  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 attempted to activate a phone online using esim through Boost. I paid ***** on 4/12/2023. The phone was never activated. I called Boost for assistance at least 6 times over the next 10 days. I finally gave up and requested a refund. The account was never activated. The refunds were requested via Boost phone agent on 3 different days and I still have not been refunded. My Boost account still says they are activating the phone and it may take 24 hours.

  Business Response

  Date: 06/07/2023

  June 7, 2023
  
  
  
  *****************************
  *******************************************
  ******, ** 77301
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On May 23, 2023, we received your complaint, dated May 11, 2023, filed with the Better Business Bureau.
  
  You said you attempted to open an account with ******************** on April 12, 2023. You indicated that you paid $12.66, yet you were unable to get your phone activated. You also expressed concern with the customer service you experienced.You requested a refund.
  
  A $12.66 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
  
  We regret that your initial experience was discouraging.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *********************

  Customer Answer

  Date: 06/07/2023

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