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

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:04/28/2023

  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.

  At the end of march. Boost Mobile had problems on their end of the line. I called in to make a payment over the phone on line. It wouldn't allow me to do so. So, I tried to call them after but, I couldn't get to speak to customer service. I finally got to speak to someone **** later. I finally spoke to customer rep **** later. I let them know that i didn't like how they changed my due date for my payment. I told them that it was their problem that they had problems with their systems. I also ask why did they change my due date for my phone bill to be paid. I also let them know that I was a loyal customer since 2007 in December. They should have ask me other customers if the date changed would be okay, but they didn't. The customer service rep, told me not to pay my bill on the 8th of April. If i wanted my bill cycle to go back to the 23 of each month. He then said my phone won't be off. So, I proceeded to ask again twice,he said correct. Which I have a witness heard the whole conversation. I said okay thank you, before we finished to call. She said don't pay your bill on the , wait until the 23 & your phone won't be off. The next day my phone was off. So, I called BoostMobile again. BoostMobile told told me that I had to pay my bill in order to have service again. I told them what the customer service rep said. They told me that that conversation was not in the system. I was so mad. I paid my bill on the 22 of this month. They received my payment but, didn't turn my phone back on. They now are telling me, I called in & cancelled my phone services. Which I never did. I got a new chip everything for my phone. Now they are telling me, I have to get new services a new number. I have had problems with them before, which when I called them when problems would happen. They always resolve it. They also told my service would be back on on the 23 but, it wasn't on. So, I called them back. I ask them why my services wasn't on. They proceeded to say it would take up to 72 hours. Today makes the 72 hours. So I called them. They have been giving me the run around since they received my payment of $35.. They made 2 tickets on this account & when I read the # from the ticket they said again. I canceled my , I told no I didn't cancel anything. I am so mad & disappointed.

  Business Response

  Date: 05/26/2023

  May 25, 2023
  
  
  
  ***********************************
  *****************************************
  ********, ** 02301
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 15, 2023, we received your complaint, dated April 28,2023, filed with the Better Business Bureau.
  
  You said Boost Mobile changed your due date without your authorization. You expressed concern about the level of customer service you received.
  
  I reviewed your calls to us and found that you had a Boost Infinite account that was disconnected and a pre-paid Boost Mobile account.When you contacted us and agents advised you that your account was canceled,they were accessing your Boost Infinite account. As they were not provided any additional guidance regarding your Boost Mobile account, they only provided you information linked with the Boost Infinite account.
  
  Please note that as our service is prepaid, your billing cycle begins whenever you make a payment. As such, when your payment was received on March 8, 2023, your new billing cycle began. Boost Mobile did not proactively change your due date; you did by making a payment on March 8, 2023.
  
  In reviewing your calls, I could not find any instance wherein you were advised that you would retain service even though no payment was made. Agents did explain that if you wish to change your due date to the 23rd,then you should make a payment on the 22nd of the month. As explained above, this would reset your billing cycle.
  
  While we sincerely regret any confusion, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:04/28/2023

  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 called customer service to notify them that my data has ran out 2 weeks before my bill is due and asked them to fix it they laughed at me and did not help me at all while Im looking at the sign in their store stating I ahod be receiving 40gigabytes for the $60 I pay every month and Im only getting 12 gigabytes. There is an error in the computer system at the Boost mobile store that states Im splitting my phone plan with 3 other phone lines and Im not and I tried to explain this to them but they kept denying that there was a problem.

  Business Response

  Date: 05/25/2023

  
  
  
  
  
  
  May 21, 2023
  
  
  
  *******************************
  ***********************************************
  ************, ** 46227
    
  Re:BBB Complaint #********
  326668920912 - *************
  
  Dear ****************:
  
  On May 15, 2023, we received your complaint, dated April 28, 2023, filed with the Better Business Bureau.
  
  You stated that you experienced changes in performance when using applications that require data usage. 
  
  Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with boost during a promotion that stated if I pay a $50 -$60 payment for 3 months id get a $200 gift card when I made my 3rd payment I was told 6-8 weeks to prcessits a prepaid debit card. I waited longer and called I have spoken to them on 6 different occasions I've been told twice ut was being processed rt then neither time did I receive it. Today I was hold 2 different times over an hour to speak to a supervisor just to hung up on both time and now I'm told they can't do anything until they further information. I was not about a cyder attack or what they just kept reading there standard answers some were rude and then there is the charge on debit card 3 times in Feb only to given as credit without consulting me 2 extra payments that should have went to my other bills they were deceptive and I would not have joined had I not fell for a promotion they will not ****** after repeatedly saying they know I qualify I'm waiting them to blame me lllmk I got bank statements proving I made my payment and on time

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  
  
  *********************
  ****************************
  ************, ** 49505
  
  Re:BBB Complaint #********
  163049385313 - *************
  
  Dear ************:
  
  On May 15, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for Boost Mobile wireless service under the in-store Black Friday promotion that provides a complimentary $200.00 prepaid gift card. You stated that you have not yet received this gift card.
  
  I reached out to our team that fulfills this promotional offer. They advised me that you will receive redemption instructions via text in the near future. Please ensure that you follow all steps in this redemption process to receive the gift card.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/27/2023

  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.

  originally I bought my Boost phone in Nov 2021. I signed up for the *** Lifeline program through Boost after taking my disabled neighbor there. when he bought his phone it cost him $80. I thought it was a great deal so a week later I signed up since I'm disabled. I was charged $106 for the exact same deal. When I asked why I'm paying more the guy kinda mumbled and said oh he gave my neighbor a deal.. hmmm. ok. I didn't think I'd have to pay so much for a ************** Life goes on. Bring us to April 2023.. I wake up last week and my phone service is dead. I contacted *** and they said I was still signed up with lifeline. Boost said I cancelled it? I didn't cancel it, anyway I have to go to Boost to sign back up. I go to Boost, the same guy who originally signed me up was there. He tells me if I want to keep my number it's going to cost $30 or if I want a new phone it'll be $60 What I thought was weird was in order to verify with his supervisor that I can keep my number, he kept going in the back and closed the door, he did that twice because the girl he was calling wasn't answering. He was calling the girl who runs the other Boost down the street. I thought it was weird that he was so secretive about it and the cost? why would I have to pay again for a free service? Turns out I don't! I have texts from Boost Customer support who says I should have NEVER played anything PERIOD!! I don't have to pay to sign up, I didn't have to pay as much as I did originally! Boost has no record of me paying anything? Boost mobile in San ***** **. ********************************* has employees that are scamming money out of people disabled and low income people. I want my money back!!! Boost Mobile did nothing about my situation or with the employee. I can supply whatever is needed. I want my money back! My Service reinstated and the employee fired.

  Business Response

  Date: 05/25/2023

  May 24, 2023
   
  
  
  *****************************
  ********************************************
  San *****, ** 90731
    
  Re:BBB Complaint #********
  721525439 - *************
  
  Dear ****************:
  
  On May 15, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You said that you were charged incorrectly by a store for a phone and reactivating your Affordable Connectivity Program (***) account.
  
  Please note that Boost Mobile does not participate in the Lifeline program.
  
  Our records show that you have been removed from the *** due to not completing the application or for varied reasons. Boost Mobile sent out communication to you encouraging you to reapply for the ***. We recommend that you visit a local participating Boost Mobile store to re-enroll in the ***. Please use Find A Store on boostmobile.com to locate a store in your area. We recommend that you call the store beforehand to confirm they are participating in the ***.
  
  Please note that Boost Mobile stores are independently owned and operated and they can charge for activation, but Boost Mobile directly does not. There is no charge to re-enroll your account in the ***.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 19991251
  
  I am rejecting this response because:

  The ACP IS part of the lifeline program which boost is promoting.   I was never dropped by ACP, I did go and reapply and they couldn't help me because my phone was already is active with BOOST.  There was NOTHING ever given to me in writing that states I needed to pay.  The 2 low income store were charging different amounts and they informed us they were a franchise, the one store in a rich neighborhood didn't charge me anything. 

  So if what they say is true, why did I (through text message) to Boost was my husband able to get my phone reconnected, with the same number within 10 mins after threatening lawsuit.  Just one click of a button I got my phone back!!  So again, if what he's saying to ** is true, none if this would have happened. I would never had my phone reconnected for free.  

  This is typical of businesses to lie and to protect themselves, all this has done though is solidify our claims because its the same number we gave a year ago on another complaint we made to the BBB.  If what he's saying is true I would have a different number.

  If anything else happens to our account it will be viewed as retaliation, my husband has lost wages, we've been humiliated and highly offended when boost Said they will look into it and gave this weak dismissal instead.

  We asked for a phone call from corporate and it never came not to mention my husband was hung up on by a supposed "manager"

  I do have screenshots of the txt messages I will send upon request because quite frankly, I don't feel like uploading them. again.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/27/2023

  Type:Product 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.

  Was trying to help my mom to be a boostmobile customer from Assurance Wireless. Bought a phone and plan from Boost on March 5th. Phone was order #ek-bepp-986181966 for $108.86. Sim with plan for full year, order #****-641568-8296 for $104.62. Today is 4/27/23, unable to talk, text or use internet. I called many times in the past requesting refund, but their systems were down as they were hacked back in March. Called over 20 times trying to activate, and waiting and call and wait few days and call again. This was the worst experience i ever had. Requesting a refund for phone $108.86 and yearly plan of $104.62. Was trying to help my mother ***************************, which I was unsuccessfull. The telephone number i was trying to port over was ************ from Assurance Wireless. I am going to go to another carrier and leave boost.

  Business Response

  Date: 05/24/2023

  
  
  
  
  
  
  May 21, 2023
  
  
  
  ***********************
  *************************************************************
  
  Re:BBB Complaint #********
  413775573972 - *************
  
  Dear **************:
  
  On May 15, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You said you purchased a phone and a phone plan on March 5, 2023. You indicated that you were unable to activate the phone, and you requested a refund.
  
  When we spoke on May 14, 2023, I submitted a $104.62 refund for the phone plan, and I provided you with a *** return label. The phone was returned on May 18, 2023, and a $108.86 refund was submitted. Please allow up to 20 business days for the refund to be processed.
  
  We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/24/2023

   
  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:04/27/2023

  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.

  In early April I canceled my phone service with Boost Mobile. I transferred to a different phone carrier due to poor customer service with ********************. On April 15th, Boost Mobile stated they closed ticket #: ******* and refunded the unused dollars for service ($26.83). I did not receive a refund. Yesterday, they stated the ticket number was incorrect. They issued another ticket number, 1753828.Today I received another email stating my refund has been issued. Again, I have not received a refund. It appears Boost Mobile has NO intentions of refunding my money.Because my account has been closed I do not have access to electronic communication with Boost. I've called them twice and keep getting the run around.

  Business Response

  Date: 05/25/2023

  May 24, 2023
  
  
   
  *****************************
  ********************************** 309
  **********************************
   
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  On May 15, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You stated that you canceled your service in April 2023. You were offered a refund, but have not received it.
  
  Our records indicate that the refund was entered into our system incorrectly and therefore, was not processed. I submitted a new refund request of $35.00. Please allow up to two weeks for processing.
  
  We regret the delay.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

• Initial Complaint

  Date:04/27/2023

  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 took AutoPay off my billing option. Somehow, they switched to a new merger and I guess it went back to Autopay,I have called many times but can never get through. It's very frustrating. They've taken 3 month payments of $50 without my consent.

  Business Response

  Date: 05/24/2023

  May 18, 2023
  
  
  
  Mr. ***************************
  *******************************
  ******, ** 20708
  
  Re:BBB Complaint #********
  837036822928 - *************
  
  Dear ****************:
  
  On April 27, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You stated that you took automatic payments off your account but payments continue to be withdrawn. You requested a refund.
  
  As of May 18, 2023, automatic payments have been removed from your account.
  
  We respectfully decline your request for any refund, as adequate usage has occurred on the account.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Network, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/27/2023

  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 20 I placed an order for a sim kit ***** & an additional kit *****. Got an email and read the fine print. Called w/in 10 mins to cancel. Was told they can't until I receive the package, after being on the phone for an hour. Got the items called back, I was on the phone for over two hours passed around three times. No one was able to initiate a return / refund, or cancel my account. I was told it was going to be escalated to the helpdesk. I received an email that I made a request. I then tried the chat, got the same run around. I kept the screenshots. Same exact script. They refused to initiate the return refund cancellation. Had to dispute the charges with my credit card company. They werent surprised smh How is boost mobile not bankrupt already?

  Business Response

  Date: 05/02/2023

   
  
  May 2, 2023
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  ************************************* 200
  *****, ** *****
  
  Re:     *****************************
  Your File No. 19988840
  
   To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated April 27, 2023, regarding the above-referenced file number.  Please be advised we have made attempts to contact *****************************, which have proven unsuccessful.  As such, T-Mobile will make every effort to address ******************************* concerns within this letter.   
  
  T-Mobile regrets any concerns ***************************** may have and we appreciate the opportunity to respond.  Regretfully, with the information available, T-Mobile is unable to locate an account and/or order for ******************************  Upon review of ********************************* correspondence, it appears they may be a Boost Mobile customer, as such, we suggest they contact them directly.  However, if ***************************** has concerns about a T-Mobile account, we would like the opportunity to speak with them and work toward an amicable resolution.  We request ***************************** contact our office directly at the number below and provide the account or ********************** number for review to discuss this matter further.  We regret any inconvenience to ******************************
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  *******************
  Executive Response

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and replied to that email. No response back.  I do have proof of that email.This website only allows 5 attachments. I have MANY more.
  

   I have phone logs of the multiple calls. Screenshots of the chat exchange. Emails of my helpdesk ticket submitted & then immediately closed w/o even contacting me. Another email requesting I activate my account. AFTER CONSTANTLY BEGGING to cancel/return/refund these items I dont want. I placed an order for a sim kit ***** & an additional kit *****. Got an email and read the fine print. Called w/in 10 mins to cancel. Was told they can't until I receive the package, after being on the phone for an hour.  Got the items called back, I was on the phone for over two hours passed around three times. No one was able to initiate a return / refund, or cancel my account. I was told it was going to be escalated to the helpdesk. I received an email that I made a request. I then tried the chat, got the same run around. I kept the screenshots. Same exact script. They refused to initiate the return refund cancellation.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/31/2023

  May 30, 2023
  
  
  
  Ms. *****************************
  110 Woodland Ct.
  **************, ** 18328
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On May 18, 2023, we received your complaint, dated May 3,2023, filed with the Better Business Bureau.
  
  You stated that you purchased two *** card kits, but you immediately attempted to cancel this order. You said no one has been able to help you return the items for a refund and cancel your Boost Mobile account. You requested that we issue a refund, facilitate the return of your *** kits, and cancel your Boost Mobile account.
  
  Please be advised that once Boost Mobile orders are processed, we are unable to cancel them. We regret any inconvenience this may have caused.
  
  As a courtesy, on May 11, 2023, I requested a refund for your purchase price of $25.95, please allow 10 to 19 business days for processing.We do not require the return of the *** kits.
  
  Please note that as ****************** account was never activated, I am unable to cancel the account. No services have been provided and no charges have been billed to the account.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my my boost mobile bill on April 7th 2023 , I received an email stating that the payment was received and I was all set to start service . I tried to make a call and use the service and couldnt . I reached out to boost mobile gave them my contact information and was told they couldnt find an account on file . It has been awhile since I had my service on but didnt think anything of it . So when I reached out to boost mobile I was told to dispute it with my bank I no longer have the account anymore I used to make the payment . I would like a refund or a month of service for the payment amount

  Business Response

  Date: 05/23/2023

  May 20, 2023
  
  
  
  *******************
  *********************************************** 02840
  
  Re:BBB Complaint #********
  282182824823 - *************
  
  Dear *******************:
  
  On April 27, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You stated that on April 7, 2023, you made a payment but were unable to use your Boost Mobile service. You said that when you contacted Boost Mobile, they were unable to locate your account. You requested a refund.
  
  Our records indicate that the account was disconnected, and to get services again, you would need to open a new account. A refund of $40.75 has been requested.
  
  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: 05/23/2023

   
  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:04/27/2023

  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.

  Bought on 4/20/23 Paid $255.12 (+ interest)Ordered and paid for a NEW mobile phone, was sent an open box / used device I am seeking a refund and for Boost to pay for shipping to return the product back to them since it was NOT what I ordered Boost Order # ****-430963-7381 I have gotten different answers from many representatives of their company Boost mobile pulled a bait and switch. i ordered a NEW phone and line of service, and was sent an open box / used phone. i made multiple attempts to have them replace the device with the brand new device i ordered, but to no avail. i ultimately told them i was tired of the runaround and half-truths, and wished to return the product. i was told that i would be sent a shipping label to return the device, as well as refunded the money i paid upfront for the device and service. the shipping label never came. i contacted them again, and was assured it would come. it still never came. i contacted them yet again, at which point i was told that i needed to foot the bill to send the device back, THEN contact a 3rd party (Dish Wireless) for part of the refund (the service portion of the plan), but the only thing i'd ever done was sign up through Boost, with NO intention to associate with Dish. Boost charged me once for the plan and phone, so they can refund me once for the plan and phone and not make me go all over h**** half acre to get my money back for a service they never provided. Nobody at the company was of any help, and my repeated requests to speak to a supervisor were denied. i found out that i was flat out lied to by the first two representatives i messaged online with, and the final representative i spoke on the phone with refused to provide his name, employee identifier, or send me any sort of email confirmation that i was going to be receiving a refund, and he ultimately hung up on me after i continued to insist that he provide me with a written confirmation of our agreement, or get a supervisor on the line.

  Business Response

  Date: 05/23/2023

  May 17, 2023
   
  
  
  Mr. *************************
  1930 ********.
  **********, ** 84015
    
  Re:BBB Complaint #********
  698923136956 - *************
  
  Dear ******************:
  
  On May 15, 2023, we received your complaint, dated April 27, 2023, filed with the Better Business Bureau.
  
  You stated that you purchased a new phone, but a refurbished device was sent to you. You requested that we provide a return label to send back the phone for a refund.
  
  Please be advised that our records show there is an open return request pending on your account. Additionally, a prepaid return label has already been sent. As a courtesy, I sent a replacement *** label to the email address associated with your Boost Mobile account. 
  
  Once the item has been returned and the condition verified, a refund will be issued. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19988246
  
  I am rejecting this response because:  it has yet to be seen if Boost will ultimately issue the full refund owed to me. Once I see the statement credit, I will accept.
  

  Thank you for your response. After trying and trying to get a prepaid return label sent and Boost Mobile repeatedly denying that request, I opened the BBB complaint. Then wouldn't you know - Boost finally responded with said label on 5/17, so I packed the phone in the box and sent it back to them. According to the tracking, they are scheduled to have it in hand by Thursday the 25th. Provided they issue me a full refund of the handset AND monthly service charge they billed in advance, this will be a satisfactory resolution. However, previously they have stated that I may need to pursue an alternative avenue for the refund of the service, which would NOT be satisfactory. I won't trust anything from that company until it is said and done, given the runaround, misinformation, and outright lies they've responded with up until this point.
  
  Sincerely,
  
  *************************
  
  

  
  Sincerely,
  
  *************************