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

• 

  Boost Mobile

  387 Strander Blvd Tukwila, WA 98188-2916

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  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:05/02/2023

  Type:Customer Service 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.

  This company is garbage, took several days to get 2 numbers ported to them from another carrier. One of those was the fault of the previous carrier giving me the wrong info but I learned that trying to get any support from these guys is almost impossible. They will tell you go to the store and the store will tell you contact them at their 800 number.If you call their number it will take you at least **** minutes just to get to a person, then you explain everything, verify your account etc. and they will say "that's another department" and you will be on hold while they switch you. Then you have to repeat all the info after being on hold and after that they will say "that's another department, let me switch you", again waiting on hold and probably not get a resolutioln other than "talk to the store"Chat is even worse, good luck ever getting to a human at all.Then if you sign up for auto-pay you can't turn it off, only THEY can turn it off, there is no option in your account to disable it... this alone should be illegal if it isn't already.One of my phones now mysteriously will not access the contact list and won't connect to Wi-Fi which were fine before.I could go on and on but already filed a complaint with the *** and consumeraffairs and am considering picketing the store. I mentioned this to their agent while there and a couple other people waiting said they would join me in a protest. How can this place exist dealing with something as important as cellphones? They are critical to people like myself who deliver emergency medical supplies and sometimes organs to people who may die otherwise.I will be moving my service again as soon as I can. It cost me over $100 to get set up for 2 low cost cell plans and I don't trust that they won't hit me with some other charges when payment is due.

  Business Response

  Date: 05/30/2023

  
  
  
  
  
  
  May 26, 2023
  
  
  
  ***************************
  28751 ********.
  *****************, ** 21853
  
  Re:BBB Complaint #********
  438885351196 - *************
  
  Dear ******************:
  
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You said you had difficulty porting your number into Boost Mobile. You indicated that you were able to get your phone number ported in, yet you lost some of the functionalities with your phone once you were on Boost Mobile's network. You also expressed concern with the customer service you experienced. You requested to be provided the means to remove autopay from your account.
  
  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.
  
  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).
  
  Please be advised that payments can be made through the BoostOne app without the need to enroll into autopay.
  
  Our records indicate your phone number was ported to another service provider and your account with ******************** has been closed.
  
  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
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  April 30 2023. I went to boost Mobile on Broadway to purchase a phone. The phone worked when I first left on Sunday and then when I woke up on Monday it was shut off because I needed to pay my phone bill when I paid the phone bill the phone the service was restored but the phone didn't work anymore. The phone was saying not connected to a network. The phone was brand new it didn't have more than 20 minutes of talk time on it. I threw away my box and my receipt I didn't think I would need it because my phone was brand new. When I went to the store the man would not help me he said that he would not exchange it even though they gave me a faulty phone I spoke to boost Mobile and they did troubleshooting sent me to several departments at the store on Broadway they even gave me a new SIM card to try to get my phone working it still was not working it kept saying the phone is not on a network. The man would not help me they basically took $160 from me I paid $120 for the phone plus the $35 activation fee plus tax I gave them $164 and some change. I would like my money back. It does say no refunds exchanges all sales final at the store which I understand but the phone is faulty and it was not even 24 hours I had the phone. The staffs name is **** or *************************.

  Business Response

  Date: 05/26/2023

  May 22, 2023
  
  
  
  *****************************
  ********************. SW
  ***********, ** 87105
  
  Re:BBB Complaint #********
  *************
  
  Dear ******************:
  
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a phone at a Boost Mobile retail location and the device worked when you left the store. However, the next morning, the phone did not work properly. You requested that we refund your purchase.
  
  Please be advised that all Boost Mobile retail locations are independently owned and operated. As such, these locations are permitted to set their own policies related to returns and refunds. Please reach out to the retail location in question directly for any issues with your in-store transaction.
  
  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
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  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 a ******* A14 5G on 26 Apr 2023 at the Boost Mobile located at ************************************* *************}. The cell device I purchased for $184.94 has not worked properly from the day I was sold the device. The cell device will not charge or hold charge. I returned to the store the following day to inform the clerk the problem. In compliance with the stated return policy of Boost Mobile it was within the seven days. I expected no problem in a resolution to this problem. I had the original packaging and receipt per their policy. I encountered nothing but resistance, I have reached out to everyone in the Boost Mobile and ******* Customer Service chain of command with no help. This ha affected me on many levels including financially and personally. They have kicked me out of **************** location for trying to get a resolution to a problem I did not create. I have contacted every number that I could locate and still no resolution. In the meantime I am out the original price of the phone ($184.94) plus because of gas and other expenses because no one at boost or ******* is willing help. I took the cell device to a ******* dealer and they stated the device had a defective battery . I informed the Boost Mobile location and still refused to help with a solution. In fact their solution was to order me to leave their store. I am just a consumer who needs a phone that operates correctly. I feel since I have already paid for product I am owed said product that works correctly.

  Business Response

  Date: 05/26/2023

  May 22, 2023
  
  
  
  Mr. *****************
  ************************************br>******, ** 73505
  
  Re:BBB Complaint #********
  683970639680 - *************
  
  Dear Mr. ***************** May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You stated that the phone you purchased at a Boost Mobile retail location did not charge properly. You requested that we provide a replacement device.
  
  Our ******************** 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
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  Account# ************ Transaction Date: 03/20/2023 I ordered 2 sim cards on or around 03/20/2023. I've never received the sim cards. Got an email on 04/10/2023, "Urgent, Action required to activate your service." I chatted with the customer service, informed them that I never received the sim cards. The agent told me she will open a ticket, told me to wait **** business days. supposedly a replacement will be sent to the address that's on file. Never received the replacement and I totally forgot about it until I got a notification that my card got charged for $73.48 from Boost Mobile. I immediately called the customer service. I asked the agent why was my card charged when I never received the **** card nor did I activate the lines. The agent was just as confused as I am. I told him to check the usage (calls, data, text) because I know for a fact I never activate the service because I never received the sim cards. The agent was clueless. I told him to cancelled the service and refund me the money. He told me in order to cancel my service and process the refund, I would need to provide him the iccid #. HOW CAN I PROVIDE THE ***** # IF I NEVER GOT IT!? I just want to cancel the service that was never even activated and my money back.

  Business Response

  Date: 05/30/2023

  May 25, 2023
  
  
   
  *********************************
  ***********************************************************
  ***********, ** 91709
   
  Re:BBB Complaint #********
  *************
  
  Dear ******************:
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You stated that you placed an order for two SIM cards, but you did not receive them. You then noticed that your card had been charged. You requested a refund and the cancellation of your service. 
  
  Your account was set up for automatic payments. This caused payments to be taken on April 21, 2023, and May 21, 2023. I removed automatic payments to prevent future occurrences, I requested a refunds for each payment of $73.48. Please allow seven to ten days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  Have been a customer with ********************** for about a year now (worst mistake ever). Anywho, as anyone knows, we use apps to help us keep track of our bills. Boost decided to upgrade all these systems but not make their customers(AKA ME) know that the boost legacy accounts are canceled and that new departments cannot see the past account transactions history. Woke up to service suspended since I didnt get my notification from the app as I usually do. Turns out they dont even have the correct information for me to make a new account onthe new platform. Asked for some real customer service so that I could have my services restored and I would either give partial payment if they could credit half as they have done before or to extend which they swear they cant do because they are prepaid company. Was transferred to 6 different people that stated they cant get in touch with other departments, couldnt assist with the ticket created to ask for the credit to be processed and also that I would have to wait ***** hrs when that clearly isnt helping a customer that stated she needs to have access to be in touch with her toddler daughter and ****** 6 transfers and each person was rude, had no first resolution to solve my problem nor had no help to get me to the right person to help. I just needed help with keeping the phone active until I got paid and even offered partial payment. Boost doesnt care anything about customer service or making sure they are there for their customers. ***** hours is no help when I will have no way to even know whats the results of the claim. Oh yeah they also told me they would let me know via email what the decision was. I let the rep know the email was wrong and she wouldnt even get my new one so I can know what happened. Im telling you Im gonna have no choice but to switch. *** had too many problems with boost to keep sticking by them??

  Business Response

  Date: 05/30/2023

  May 23, 2023
   
  
  
  ***************************
    
  Re:BBB Complaint #********
  192977300797 - *************
  
  Dear ******************:
  
  On May 2, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You stated that Boost Mobile recently upgraded their system and left you unable to log into the application. You also mentioned your services were suspended and you were left unaware. In addition, you requested a credit (as you were unable to make your full monthly payment), but it was declined. You indicated several tickets have been opened, but you have not received any updates. 
  
  As a prepaid provider, Boost Mobile does not provide payment extensions.
  
  A review of your account reflects the tickets for the credit were denied, as we do not supply credits due to the inability of making a payment. 
  
  Please visit ********************************************************************************** for more information on how to sign up for Boost Mobiles new account management tools. 
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile  
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************;
  
  

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20006999
  
  I am rejecting this response because:

  Being a prepaid company is not an excuse to not help a customer. Ive been with several prepaid providers and all have given assistance when in need of help or extension. The tickets werent created because of not being able to pay the bill in full is was in regards to receiving extension since I was unaware of the due date and I also offered half the bill until a day later when I got paid and you guys cant even do anything to help your customers as this is hard times for all people right now. Definitely have already maid plans to switch. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/02/2023

  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.

  Service ended begining of April. My phone broke, so I called boost mobile via chat and phone to tell them and that I was not interested in getting another phone nor continuing phone service. I was told that my ************ number was not showing in their system as me being a customer. I gave them the last four digits of my card number and email address but representative still acting as if she can't find an previous account. Online so I tried to turn off auto pay couldn't after several many attempts. So I did tell the customer service representative that I would like for them to stop attempting to retrieve money from my account and I did not want service anymore to turn auto pay off. She persuading me to get another phone via Boost and I still said no not interested in service. She claimed after I gave her my email address she still couldn't find my account even after many emails they been sending me each month of trying to get money out my account. So today I get. Email of them saying " we was successful he trying the ***** out of your account and iwas ****** because how are you going to take money out of a closed account thy bye way I have several emails that says that phone number and account ha been suspended as of April. I called my financial institution to make a transaction dispute and they said myaccount shouldn't billed if it was suspended closed and specifically requesting them to also telling them to stop auto billing me. I want my money back. Several years ago boost mobile pulled something on me where I paid my bill of ***** and they told me on a prepaid service I could only get one day of service since it was the 30th of month which Is silly to take ppl money and they have kids and I'm going through stuff right now. I want my money back. I never authorized it because I called on a recorded line. If they can prove I came them otherwise to say differently but this not the case. I will be working with my bank to reverse this if not settle in will contact sec of state.

  Business Response

  Date: 05/26/2023

  May 22, 2023
  
  
  
  *******************************
  PO box 83142
  *******, ** 30013
  
  Re:BBB Complaint #********
  718752076473 - *************
  
  Dear **************:
  
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You stated that your service ended in the beginning of April 2023, but you were still charged $41.79 for service the next month. You requested that we remove autopay from your account and issue a refund of $41.79.
  
  Please be advised that the service plan that you are signed up for requires autopay to receive your promotional monthly rate. As a courtesy, I have removed the autopay service for you.
  
  Boost Mobiles important Terms and Conditions state that all payment remitted to Boost Mobile are final and non-refundable. As the method by which the payment was collected was valid, we maintain that no compensation is warranted.
  
  Nevertheless, as a courtesy, I have applied a one-time credit of $41.79 to your Boost Mobile account. Please allow ******************************************* your Boost Mobile account balance.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 11th I made the payment for my family plan that had 3 lines for 90 that was grandfathered into the new network. I have been the primary account holder for over 14 years on Boost mobile. On April 19th I saw a notification on my phone saying sim not provisioned for voice and called customer support. I was given an explanation that someone called and gave an agent my PIN number and requested 2 lines be disconnected from my account. Explained multiple times I never gave out my account information and have had a nightmare loosing the phone number I have had for over 17 years without any effort made on the part of boost mobile to allow me to port my number to a different carrier and have been rude and insensitive to my concerns each time I call to have the issue investigated. I keep getting sent around in circles to the National porting center and am told to create new accounts with new numbers with no attempt to address how my privacy was violated along with my right to keep my phone number. I have created several tickets regarding this issue and each ticket was closed and classified as a valid request no matter how many times I have stated I did not make the request. Agents are extremely rude and leave me on hold for hours just to tell me they disconnected the lines and the request was valid but fail to address the cybersecurity incident that has affected my account. I have filed an fcc complaint regarding this matter and it was served on 4/24 but still have yet to receive any formal response. I did not request any disconnection at any point in the last 15 years and have been without service since April 19 despite payment on 4/11. Purchased 2 additional boost SIM cards and still unable to reactivate phone number on account. As a loyal customer of 14 years plus with the same phone number I expected more from Boost Mobile than to be treated like a nobody and given the runaround going on 3 weeks with no service.

  Business Response

  Date: 05/26/2023

  May 25, 2023
  
  
  
  ********************************************************
  1769 ************************.
  **********, ** 30344
  
  Re:BBB Complaint #********
  *************
  
  Dear ***************************************:
  
  On May 17, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.
  
  You stated that your account was disconnected with no explanation. You said you called our customer service department several times, but you were not able to restore your phone numbers.
  
  The notes on the account confirm that your mother called in, verified her identity, and closed the two lines in question. As our customer service department has stated, once a phone number is disconnected, it is not possible to restore that same number on the account.
  
  Your devices have been unlocked. You can create a new Boost Mobile account with new phone numbers for the two lines, and use your current devices. You can also do so through another provider.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *******************************************>******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/01/2023

  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.

  Boost Mobile tells you that you can get a second 30 gig line on your plan for $9.99 a month. They let you have it for 1 month. Then the following months they refuse to honor their $10 for the second line commitment to the individual consumer. And start charging you the full $50.22 for both lines. I've argued with these people for the last 3 months February, March, and April.And to know about even with this screenshot where they told me they would give me the second 30 gig line for $9.99 a month. I take it to the store I show them I show him the bill from the first month and they say I don't know what I'm talking about I'm confused that's not what it says but clearly it shows that it's only supposed to be $9.99 a month for the second 30 gig line. I don't know how a company can continue to lie to their customers, and continue to get away with it, and still be in business.

  Business Response

  Date: 05/26/2023

  May 22, 2023
   
  
  
  ***********************
  **************************************
  ********, EV 26369
    
  Re:BBB Complaint #********
  240039569825 - *************
  
  Dear ********:
  
  On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for a second line with the understanding that the service would cost you $9.99 per month. You indicated that this price was accurate for the first month, but you were billed full price for the second. You requested that we refund the difference in cost and issue a public apology. 
  
  Please be advised that the promotion that you are referring to allows you to add a line to your service for $9.99. This is not a monthly rateit is the upfront cost for you to receive your SIM card kit and your first month of service. The advertisement that you provided makes no mention of a monthly rate going forward. It simply states that you will receive a free SIM kit, a $9.99 value, and a month of service for $9.99, a $15.01 value. 
  
  As you were billed accurately for the services that you signed up for, and were provided, no refund is warranted. Additionally, no public apology will be issued, as the offer was provided as advertised. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/01/2023

  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.

  March 14. I called to cancel my service, I was told it was already cancelled March 15. I was billed 90$ March 16. I called to request a refund I was told refunds could not be processed I called a week later and another week later and still have not received my refund.Eventually I was told that it was denied and that I can't talk to anyone about it.I have *********: ************ They have my records, sb with a brain needs to look at it

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  
  ***********************************
  ************************ SW, #SW44128
  **********, ** 49418
  
  Re:BBB Complaint #********
  819256330981 - *************
  
  Dear ******************:
  
  On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.
  
  You said you requested to cancel your Boost Mobile account on March 14, 2023, but you were charged on March 15, 2023. You requested a refund.
  
  A review of our records reflects no contact regarding your account until April 7, 2023.
  
  You were subscribed to our $30.00-Per-Month Three-Month Unlimited Talk/Text with 12 GB Plan and you were enrolled in *******. As such, your payment was withdrawn on March 15, 2023.
  
  Please note that Boost Mobile terms of service provide that payments remitted are non-refundable, however, as a courtesy, I submitted a refund for your $90.61 payment. Please allow up to 20 business days for processing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/01/2023

  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 was a customer of ******************** for **** years. During my time with them I NEVER signed a contract, and now they are holding me to a contract. In March of 2022 I purchased a new phone, I paid full price for the phone and bought it out right. I 100% own my $900 phone. This phone was connected to the Boost Mobile Network as they were my providers at the time. In December of 2022, I received an offer from another cellphone provider that would cut my bill in half so I decided to switch. I'm not in a contract, so it shouldn't matter right? Well apparently that's not the case. I contacted Boost Mobile customer service in December to let them know I would be switching. They then proceed to tell me that because my new phone was not connected to their network for 12 months I cannot take my fully paid phone with me. I went around in circles and spoke with approximately 6 people who all told me the same thing. The phone had to be attached to their network for 12 months. I had a back up phone and decided to just let them keep my new phone locked to their network, and I would use my back up phone to switch my phone number to the new company until the 12 months was up.I patiently waited until Saturday, April 29, 2023 to contact Boost Mobile to have my phone unlocked and switched over to my new provider since it had been past the 12 months of my phone being locked on their network. When I spoke with them this time they proceed to tell me that the phone had to not only be locked on the network but it also had to be active on their network. So, they're holding me to a contract that I never signed. I have tried to no avail to obtain a valid corporate address and phone number. I contacted an attorney that was going to contact them on my behalf, however every "corporate" phone number listed on ****** is not active. The number listed on BBB is not active either. I contacted a local branch and they also said they could not provide me with any contact info.How is this legal?

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  
  Ms. ***************************
  2345 ************.
  ******, ** 60506
  
  Re:BBB Complaint #********
  253272484 - *************
  
  Dear **************:
  
  On May 16, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.
  
  You requested your device be unlocked.
  
  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
  
  Even though your phone was not active for 12 months, our records show that it was already unlocked.
  
  Please note that 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).
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************