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

  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

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

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:05/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a replacement under their 90 day warranty for about a month. I bought 2 of the same phone during a sale they had. Now, 1 of the phones turned out to be defective - its an iPhone and it is no longer holding an my charge. The phones own battery health states that the battery requires servicing. I attempted to contact Boost 3 times already. Twice by phone and once via social media. During my phone calls, neither representative could locate my records and told me they could not help. I am still awaiting a response via social media. I am uploading my receipts, and a printout of boost mobiles website de dictating 90 day warranty

  Business Response

  Date: 05/30/2023

  
  
  
  
  
  
  May 25, 2023
  
  
  
  ******************************************
  8331 ************.
  **************, ** 33024
  
  Re:BBB Complaint #********
  511655506719 - *************
  
  Dear **************:
  
  On May 17, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
  
  You said you purchased two refurbished phones. You indicated one of the phones was defective and you requested it be replaced.
  
  Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ****************.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising 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.

  Dear BBB,I am writing to file a complaint against a deceitful mobile company that has taken advantage of me and tricked me into purchasing a plan for a lower price, only to charge me significantly more than I had agreed to.Boost Infinite and its Sales Representatives and myself were on a call and they used false advertising and misleading sales tactics to lure me during phone conversation into signing up for their plan, promising me wrong and less rates and excellent service. They said along with the ***** ************* calling to ***** would be free and now once I moved over from my existing TMOBILE plan to their plan they are telling it was their mistake and they can't do anything and didn't provide any resolution nor did they open any case to investigate This is gross violation and cheating on their end for which I am being punished Not only did this company fail to deliver on their promises, they actively misled me and took advantage of my trust. Their actions are deceptive and unethical, and I am deeply disappointed that they would resort to such tactics to earn a profit.I demand that this company be held accountable for their actions and that appropriate measures be taken to ensure that they do not continue to deceive and manipulate other unsuspecting consumers.Also, I would need to be given ************* calling and roaming of ******/****** feature free of cost for which they had promised to do on a recorded phone conversation I purchased this plan on 23rd April 2023 and activated it on 27th April ***** you for your attention to this matter.Let me know if you need any further detail Sincerely,*********************************

  Business Response

  Date: 05/10/2023

  May 9, 2023
   
  
  
  *********************************
  **********************************************************************************
    
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 4, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You said that the sales agent promised your account would be subscribed to the Early Access Infinite Unlimited Plan.
  
  You spoke with this agent on April 26, 2023; unfortunately, The Early Access Infinite Unlimited Plan expired on April 7, 2023.
  
  As an exception, we placed your account on the Early Access Unlimited Plan. I apologize for any poor customer service and/or misinformation.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalations Team
  Boost Infinite
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  

  Customer Answer

  Date: 05/10/2023

   
  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:05/02/2023

  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 signed up for two boost mobile prepaid accounts in November of last year for my daughters. The plan was $25 a line unlimited talk, text. Money was tight so they didnt have service for a couple months. I paid the bill on April 25th the total was $55.40. I made the payment through my boost mobile app. As soon as the payment completed I received an email thanking me for me payment, then right after I received a email stating that my account has been closed. I called an spoke to a representative who put in a ticket for a refund because she see seen that I dont have service an that the numbers were no longer active. The next day I received an email stating that my request was closed however I havent received my money. I called back on May 2 an was told that my refund was denied and will probably be denied again which I dont understand because I never received a service for which I paid for. Also I myself have a different boost mobile account that Ive had for years. It is a prepaid service you only pay month to month if you dont pay for a month you have no service for that month so Im not understanding how they can deny giving me my money back.They have no right to keep my money.

  Business Response

  Date: 05/30/2023

  May 30, 2023
  
  
  
  *****************************
  ***************************** #2
  **********, ** 13905
  
  Re:BBB Complaint #********
  724119156289 - *************
  
  Dear **************:
  
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You said you initiated a Boost Mobile account with two lines for $25.00 per month per line. You said you paid $55.40, but you were advised that your account was closed.
  
  A review of our records shows you initiated two Boost Mobile accounts. The one with the two $25.00 per month plans is disconnected; however, a payment of $55.40 was applied towards it on April 25, 2023. I submitted to have that amount refunded to you.
  
  Your other Boost Mobile account is currently suspended due to nonpayment and your monthly rate is $94.00, as you subscribe to our $100.00 per month for up to four lines plan.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  i went to a Boost Mobile store on 04/03/23 to purchase 4 **** cards to activate 4 devices i already had. I paid $315 for said 4 **** cards went home to activcate and they were unable to be activated on my previous devices went back to the store the rep advised that the activation would take a little longer due to my phones being with another carrier after no resolution and 3 days without service i went to another provider. I called Boost and spoke to a rep who looked into this and he stated i should not have been charged $315 for 4 **** cards upon further review the information that the rep at the store put in the system DID NOT reflect what i actually paid, the rep on the phone stated that it showed i paid a total of $80 and paid with not my bank card BUT a boost card ! which was NOT the case i have my bank statement showing my card was swiped for $315 for 4 **** cards that i could not even activate on my devices. I have now had a fraid claim open with Boost for 4 days with no resolution and the rep on the phone from boost is whom stated directly this was indeed a fraud claim and should be handled by fraud. I now have service with another company which i paid $116 to activate. and still have NOT received my refund of $315 that i paid for absolutely NOTHING.

  Business Response

  Date: 05/30/2023

  May 23, 2023
  
  
  
  *******************************
  ******************************
  *********, ** 44124
  
  Re:BBB Complaint #********
  954536891095 - *************
  
  Dear ********************:
  
  On May 18, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You said you were charged $315.00 for four SIM cards that could not be activated, and you request a refund.
  
  Although authorized to sell Boost Mobile products and services, Boost Mobile retail stores are independently owned and operated. Therefore, they set their own policies and procedures. Any transactions you perform with a retail store must be handled directly with the management team of the store in question. To do so, you will need to provide some form of proof of purchase, such as a sales receipt.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  

• Initial Complaint

  Date:05/02/2023

  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.

  I bought a phone from Boost Mobile. The original price for the phone was $629.99. The Manager told me that the phone was on sale for $199.99. I agreed to purchase the phone for the $199.99 price. I was told that the phone was not in the store that day but would be the next. I could not go back the next day to get the phone because of work, so my husband went to buy it for me. After purchasing, my husband gave me the receipt, I noticed that I was charged sales tax on the original price for the phone, not the sale price. I took the receipt back to the store manager and he told me that it was law in the state of ** to charge me sales tax on the original price, not the sale price. I explained that I felt this was wrong, because he was charging me sales tax on an amount that I did not purchase. He told me that was the way the attorneys for Boost Mobile told them to do business.

  Business Response

  Date: 05/30/2023

  May 26, 2023
  
  
  
  *****************************
  ************************** NE
  ******, ** 30721
  
  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 cell phone from a local Boost Mobile retail store. The phone was discounted from $629.99 to $199.99; however, you noticed after the purchase that sales tax was charged on the full price of the phone. You spoke to the store manager who stated that this is the law in the ****************. You requested a billing adjustment.
  
  Please contact your local government agencies for clarification of the tax laws regarding discounted purchases.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:05/02/2023

  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.

  Boost mobile stores do not have *******************. Specifically ************* nor ****** **. **************** is poor online at best. Suspends my service saying payment is overdue(autopay enabled ). They say nothing is wrong when called. This isn't a one time occurrence. There is apparently no one stateside to help. **************** is deplorable Stores do not open as advertised times.

  Business Response

  Date: 05/30/2023

  
  
  
  
  
  
  May 26, 2023
  
  
  
  Mr. *************************
  111 *************.
  ******, ** 16001
  
  Re:BBB Complaint #********
  121715564166 - *************
  
  Dear ******************:
  
  On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with the customer service you experienced at a ******************** store. You indicated your service was suspended without your consent.
  
  Please note that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
  
  Our records indicate your phone was unlocked on May 6, 2023, and a $40.00 refund was submitted. Your phone number was ported to another service provider and your Boost Mobile account was disconnected.
  
  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.
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 06/01/2023

  Boost never resolved my issue. After no explanation as to the issue, I canceled my accounts.

   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:05/02/2023

  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
  
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