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

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im an elderly man trying to save on bills and I called boost to have my phone line started with two new lines on April 29th at 630pm I was transferred several times no one knew what to do or anything finally a women helped me and created 2 new lines and advised me the bill would be 51$ they set me up on auto pay and when I get the bill its 91$ this month I spoke to ***** who was no help and now they keep transferring me from different departments

  Business Response

  Date: 06/18/2025

  June 6, 2025
  
  
  
  Mr.******* ****
  **************
  ********,VA 24540 
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. *************** May 28, 2025, we received your complaint, dated May 27, 2025, filed with the Better Business Bureau.
  
  You said you were told that if you create two lines, your bill would be $51.00 but it was $91.00. You indicated customer care was unable to help you with this issue.
  
  My attempts to contact you on June 5 and 6, 2025, at ************** were unsuccessful. I also sent an email to ******************* with a request that you contact me.
  
  If both lines are on the Unlimited plan, your bill would be roughly $50.00 plus tax per month without any additional add-ons. You were charged $91.00 on May 27, 2025, because you had three lines that were on a $120.00 Unlimited plan for four lines and it included device financing fees.
  
  If you would like assistance with setting up two new lines, you can contact me directly at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in March I purchased iPhone 15 they had a promotion if I switch my service over to them I can get a iPhone 15 for $150 which I end up paying $365 Which I later found out they charge me for two months of service when it was only supposed to charge for one and every since had service with them I have no service. I have the premium plan with them, which is a $60 plan that offers all this data and all thisgood service that I do not get The only time my phone works is on the Internet when Im at home on Wi-Fi, my calls will drop. I only can speak to someone on FaceTime if I leave my home and try to speak to someone on FaceTime use my data regular phone call does not work. My service will load. I will have a poor connection. It will say SOS on the top of my screen. I have drop calls and Im talked to Boost mobile several times. I talked to them within the first couple of days of me having service with them. I literally have no service. Its like my phone is off and it only works when Im at home or somewhere else and Im using Wi-Fi outside of Wi-Fi I literally can barely talk to people and Ive spoken to boost theyreaware that I have several drop calls within a day. They have tried several troubleshooting things and nothing has worked. I even requested for them to lower my plan. Thats not premium and I dont have service at all. Im stuck with a plan for a whole year. Theres nothing that they can do but keep troubleshooting my phone. They have troubleshooting my phone, literally 10 times in my phone still doesnt work. I feel like I got scammed and I got beat out of my money and Im paying for service I do not get and Im not getting any type of help from Boost. I was given a $30 credit towards my monthly service . I have no service. The service ***** and Ive added several screenshots of how my phone has SOS on the top how it says I have no Internet connection. My data is not working or my connection is poor.

  Business Response

  Date: 06/18/2025

  June 17, 2025
  
  
  
  Ms. Rotaya ******
  *************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ***************** May 28, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
  
  You stated that you have had technical issues with the service since you activated your account in March 2025. You have gone through troubleshooting many times with customer care to correct the issue, but all efforts were unsuccessful. You also stated that the iPhone 15 you purchased was $150.00, but you paid $365.00. You found this out because we charged for two months of service. In addition, you mentioned that you need to keep the service for 12 months. You requested to receive a refund.
  
  A review of the account found that your phone was transferred to a new one with a new phone number on June 2, 2025, to facilitate a change to the $25.00 Unlimited plan. Please contact customer care at ****************, if you are experiencing any technical issues on your new line.
  
  Your purchase was made at a Boost Mobile retail store. All Boost Mobile retail stores are independently owned and operated. Please review the receipt provided by the retail store for details.
  
  The Boost Mobile Terms and Conditions disclose that:
  
  Payments remitted to Boost Mobile are final and non-refundable.
  A device purchased at a discounted rate must remain on a higher-level service plan for 12 months.
  After 12 months, the service plan can be changed and the device unlocked.
  
  As an exception to our policy, I unlocked the iPhone 15 with IMEI ***************.
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its seeming like this company is not willing to work with me. I have requested to speak to a supervisor on a few occasions and was denied a supervisor on some of those occasions or they state they will transfer me then proceed to hang up on me after 30 minutes on hold waiting. Consecutively been wasting my time and s******* with my job that cant get ahold of me as they have shut off my phone twice now, while still keeping my $53 dollars. To explain, I made my monthly payment of $26.10 on May 13th. It proceeded to go through just fine, my phone service was restored immediately. The transaction with my bank was fully cleared on the 14th and was confirmed with my bank that exact payment went through and was in the possession of boost mobile. But boost mobile proceeded to shut my phone off on the 15th. They swear up and down its a banking issue. That it was a charge back payment. Yet I have proof from my bank that its boost mobile and they have confirmed with physical proof unlike boost mobile who refused to show me the transaction was reversed. So now I have to go through my bank and claim fraud on boost mobile to get my money back.. I needed a phone in the meantime so I proceeded to pay another $26.10 on my husbands card/bank. Stupid. Since they did the same thing to me. I paid it again on the 21st of May. My phone service was restored right away again. They proceeded to shut my phone off again after a week of it being on again.. so they now have two of my payments and no phone service. My husbands bank also can confirm this is a boost mobile issue. So thats two banks, two payments made and boost mobile is not taking accountability. Id like my money back period because Im done with this phone carrier completely. Nothing but issues since the start.

  Business Response

  Date: 06/18/2025

  May 30, 2025
  
  
  
  Ms.***********************
  1560 267th Ln.
  Isanti,MN 55040 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** May 28, 2025, we received your complaint, dated May 27, 2025, filed with the Better Business Bureau.
  
  You said you made two payments of $26.10, but your service was suspended twice and you did not receive a refund. You were informed those payments had been disputed through your bank despite the payments clearing. You also expressed frustration with the customer service you received.
  
  Since you disputed the payments of $26.10 on May 14 and 25, 2025, they were returned to the card used, and your service was suspended because those were valid charges. You will need to work with your financial institution if you have further questions about these disputes.
  
  Our records show you ported your phone number to a new provider on May 29, 2025.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Sold Defective iPhone and Refused Timely Resolution Business Name: Boost Mobile ****************************** Complaint:On [May 22nd 2025], I purchased an iPhone 13 from the Boost Mobile store located at **********************************************************. Within 24 hours of purchase, the phone stopped turning on. I returned to the store immediately and reported the issue.Instead of replacing the device or offering a refund, I was told I had to wait for the store manager to return in 5 days. As of now, it has been 4 days and I still do not have a working phone. Despite the device being defective, Boost Mobile continues to charge me for service I cannot use.The staff has refused to take responsibility or provide any solution while I wait for a manager, which I find completely unacceptable. I am requesting the following:A replacement phone or full refund A credit or refund for the service days lost while the phone has been unusable Accountability for poor customer service and selling a defective product I am filing this complaint due to the stores refusal to address the issue in a timely and professional manner. I would appreciate the BBBs assistance in resolving this matter.Sincerely,[Savinah ***** ]*************] probably wont work if you call me they shut my services off due too not paying the bill when we have a broken phone!!!! So please email me *************************

  Business Response

  Date: 06/18/2025

  June 5, 2025
  
  
  
  Ms. Savinah *****
  ***********
  *********************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. **************** May 28, 2025, we received your complaint, dated May 27, 2025,filed with the Better Business Bureau.
  
  You said you were sold a defective device at a ******************** retail store and you had to wait five days for the manager to return. You said you did not have service for four days and the store did not provide you with a resolution. You requested the device be replaced, to receive a credit for the time you were without service and for the customer service to be addressed.
  
  When we spoke, I confirmed your device was repaired and is working now. As a courtesy, I offered you a $50.00 credit, which you accepted.
  
  We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 am writing to complain about serious problems with Boost Mobile. I have had issues with my bill, my account, and the way the company has treated me.On April 18, 2025, I paid $550.00 to Boost Mobile ************* for new phone service and device. I have my bank statement and a receipt to prove I paid this amount. However, the companys records only show that I paid $120.00. This means $430.00 is missing, and the company has not explained or fixed this problem, even after I contacted them.Because this billing problem was not fixed and the service was bad, I did not pay my next bill, which was due on May 17, 2025. The company then suspended my service. Now, I cannot move my phone numbers to another provider. The company is not letting me transfer my numbers until I pay, even though there are still problems with my account.I also found out that someone set up an auto-pay on my account using a Mastercard ending in 4717. This is not my card, and I did not agree to this. Someone also created a PIN for my account without my permission. This makes me worry about fraud and poor security at the company.Because of these problems, I do not trust this company and would like to secure new service without compromising my phone number.I am asking your agency to look into this situation as soon as possible. I want you to help make sure the company fixes these problems, is held responsible, and that my rights as a consumer are protected. Note: The address where my card was used (************************************* is not the same address on my bank statement which is **************************** - a store I have never visited and especially did not visit on April 18,2025).I have contacted the company via support, live chat and customer service with all the details and can provide proof of my payment and other documents if needed.

  Business Response

  Date: 06/18/2025

  June 5, 2025
  
  
  
  Ms. **** *****
  *****************************************************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. **************** May 28, 2025, we received your complaint, dated May 27, 2025,filed with the Better Business Bureau.
  
  You said that you went to a Boost Mobile retail store and paid $550.00 for a device and service. However, your Boost Mobile account only reflects a payment of $120.00. Due to this issue, you did not pay your bill and your service was suspended. You also mentioned that your account was enrolled in autopay without your permission. In addition, you indicated that we refuse to let you port out your phone numbers. You request a refund.
  
  My attempts to reach you by phone and email on June 4 and 5, 2025,were unsuccessful.
  
  The reason your account only reflects a $120.00 payment is because that is all you paid towards the service. Boost Mobile retail stores are independent and therefore, devices and accessories purchased there will not be reflected on your Boost Mobile account.
  
  Our records reflect that your account was enrolled in autopay at activation.
  
  Boost Mobile does not have the ability to block you from porting your phone number to a new provider. However, in order to port out your phone number(s), your account needs to be active. Once it is, you need to give your new provider your account number *************** ) and a port-out PIN. The PIN can be obtained by contacting customer care.
  
  The ******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, your refund request is denied.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ******************************************;
                  ******, CO 80210
  
                  ****** Steffani 

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I purchased another line its supposed to be unlimited text talk and data. Its supposed to be $51 and some change. Well I ran out of dataand when I called and spoke to a customer service he told me he was going to fix it. he then call himself fix it and I said listen. not gonna pay any more money. He said oh no, youre not gonna pay nothing. Were not gonna charge you nothing and they did so then when I noticed it, I called back and I spoke to another customer service and she credit me the bill and she said my bill was gonna stay the same $51 and some change well I happen to look at my bill and now its $52 and some change andwhen I called up and asked them why is that my bill ************************************************************************************************************************************************************** its taxes so my bill needs to go back to $51 and change that it was and I do not want them and they cannot and do not have my permission to just go in my accountand take money that dollar or something is not taxes thats that dollar something that theyre trying to charge me for extra data that they were supposed give me in the first place

  Desired Resolution: Billing Adjustment

  Customer Answer

  Date: 05/27/2025

  So I add another line to my phone I was told because I added another line that it would be unlimited text talk and data and it would be $25 forever so for two lines it comes out to ***** well I go to the store and I noticed I couldnt get on my Internet so then I called customer service and ask him what going on and he told me he was going to fix it and I told him that I wasnt paying it no money he went there and took adollar or something out of my account charged me without my permission to take money out of my account and when I noticed it, I called customer service again, and I spoke to a representative who credited me that dollar or something and told me my bill would be the ***** so then when I went to go look on my bill again it says $52 and some change so when I call back and ask himwhat was going on they told me it was taxes and I said how do you figure its taxes prove to me what kind of taxes Im and second of all you cant raise somebodys taxes without even notifying them first they did credit me the $10 because they did not notify me and then I said you cant raise taxes and it hasnt even been a year yet so what they did was they changed my plan and then they tried to charge me for it and then told me it was taxes and heres my proof M***********

  Business Response

  Date: 06/26/2025

  June 13, 2025
  
  
  
  Ms. ******* *****
  ******************************************
  ********, SC 29212 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************* 3, 2025, we received your complaint, dated May 27, 2025,filed with the Better Business Bureau.
  
  You noticed that your bill went up. You were informed the taxes increased, but you refused to accept this explanation.
  
  When we spoke, I informed you that taxes, surcharges and fees are applied based on rates decided by federal, state and local laws. If you have questions about taxes or fees, please send an email to **********************************.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called boost Mobile to try out their service. I was told that they would send me a SIM card over the phone. I told him I could not wait and they told me I could go into the store free of charge and I could get it activated also free of charge. I came to find out that was not true so I called twice letting them know I want to cancel and both times I was told I cannot cancel at this moment however they have a 30-day money back guarantee. I was just notified that I am being billed through boost Mobile even though I don't have an active account with them. I would like boost Mobile to stop billing me or I will take this matter to small claims court and seek damages as well as make it known on social media about their business practices

  Business Response

  Date: 06/18/2025

  June 3, 2025
  
  
  
  Mr. ********* ******
  ****************************
  *********, ** 28210 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Mr. ***************** May 27, 2025, we received your complaint, dated May 27, 2025,filed with the Better Business Bureau.
  
  You said that you were going to initiate service, but you did not want to wait for a SIM card to be sent to you. You were told you could obtain one and activate it for free at a retail store. However, at the store you were informed an activation fee would be charged. You also stated that customer care would not let you cancel your service and you were charged. You requested a refund and to stop being billed.
  
  When we spoke, I informed you that Boost Mobile retail stores are independently owned and operated; as such, they may charge an activation fee. Per your request, I canceled the line ending in 4217. I also informed you that to be eligible for a full refund (including taxes and fees) under the 30-day money-back guarantee, you must have created a new Boost Mobile account, activated one or more lines and transferred or "ported" your number in from another carrier. Even though you did not meet these requirements, I requested the payment of $15.79 be refunded to your card ending in 8408 on May 30, 2025, as an exception. Please allow 3-5 business days for processing and delivery.
  
  We regret any inconvenience.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Boost Mobile phones on 5/18/25 from one of your retail stores on ****************************************, Tx and I recently went back to that location today on 5/26/25 to initiate a refund/exchange because I dont like the quality of the camera on the 16e and the phone is having issue downloading all my other info. I was informed that I couldnt do a refund or exchange because I had an upgrade. I advised them that I was never verbally told that and that its no where in the sales receipt or posted anywhere in the store stating that. The sales rep ******* said she had to go through her District manager ********* who was at another location but in the end refused my refund/exchange. I actually called the location and got ********* on the phone and let her know all these facts and she still claimed she couldnt help me and was rude and didnt no her store policy. No where is it posted or on the receipt and even per Boost Mobile website you have 30 days and she said per store it was 7 and I was within my 7 days. I feel that I was robbed and Ive been a valued customer for years.

  Business Response

  Date: 06/18/2025

  June 17, 2025
  
  
  
  Ms. ****** *******
  *****************************************************
  *************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ****************** May 27, 2025, we received your complaint, dated May 26, 2025,filed with the Better Business Bureau.
  
  You said you purchased two devices and attempted to exchange them,but you were informed you could not. You requested a refund/exchange.
  
  I confirmed you were offered an iPhone 15, but you did not want to pay the $50.00 difference. When we spoke, you informed me that you received a refund and have since transferred to a new provider.
  
  We apologize for any inconvenience.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2025 I decided to switch my service to boost Mobile I ended up spending $117.68 during this whole process they sent me the wrong ******* Galaxy phone I've been having issues and disputing everything for the past month they supposedly stated that they sent my phone and it was delivered to an address in ************ which I do not live at. Every time I have called boost Mobile I've gotten so many different messages from each and every person at their customer service facility they were supposed to send me out the correct phone still don't have it now they're charging me a $60 bill for something I do not have I explained to them that I've already changed my service that I will report them on every single social media on how their service is running I am requesting a full refund back from everything that I have paid. I want them to transfer my number over to another provider as well. They are still trying to charge me financing for a phone that I don't have I am using a temporary phone with a boost SIM card that I had to buy at ****** in order for me to keep my same phone number that I've had for years. They have told me that they can not stop the auto pay and they told me to put another card on file that is closed, so I am not charged

  Business Response

  Date: 06/18/2025

  June 17, 2025
  
  
  
  Ms. ****** *****
  ***********************
  ******, CO 80002
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. **************** May 27, 2025, we received your complaint, dated May 26, 2025, filed with the Better Business Bureau.
  
  You said that the phone you ordered was sent to the wrong address. You indicated that you have spent a total of $117.68 since this process started. You requested a refund of all payments, your phone number to be transferred to another carrier and to have autopay canceled.
  
  The phone was returned and you are not being charged for it. Your account was closed when your phone number was ported out in March 2025. You were refunded a total of $107.72, which is a difference of $9.96 and will also be refunded.Autopay has been deactivated as well.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting contacted by ****************** saying I owe ~$25 to you. I tried to use your service once and couldn't get it working. Please get your **************************** off of me and revoke the false claim that I owe you ~$25. Terrible.

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  
  
  Ms. ***** ***
  *********************
  **********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ************** May 27, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
  
  You stated that you have been contacted repeatedly by ********************** a collection agency. You said you tried to use the Boost Mobile service, but you could not get it working. You requested to receive a billing adjustment to stop this collections activity.
  
  Our records showed an outstanding balance of $25.59 on the account, as the service was activated on February 18, 2023. As a courtesy,we waived this and had the account removed from collections.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****