Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

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  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

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  Boost Mobile

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

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/21/2023

  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.

  Mid November I was in a Boost Mobile Store with a friend who was buying a new phone already an existing Boost customer, the man at the store informed me that if I ported my existing number from Straight Talk to Boost I would be eligible for an IPhone SE and a $200 **** gift card after 3 months. I asked the guy at the time "what if I don't like Boost service?" he replied you can always switch back. Well I was not satisfied with the service so after making my payment in January I was attempting to switch back and was informed that I had to have one more month of service in order to get the **** gift card via email. I was upset but kept the service for one more month. I was assured that I would receive my gift card in 6-8 weeks no later than April 18, 2023. I have not received the gift card and have made 3 calls about this matter. This has had me very irritated and frustrated. I had given the phone to a friend who wanted to turn the phone on thru Spectrum and I attempted to get the phone unlocked. I was told "the system was down" on 2 different phone calls so I tried calling a local store near my house. The person who I spoke to then informed me that Boost would not unlock the phone unless I had service for a minimum of 12 months!!! I was extremely upset about this since after all the employee who sold me the phone never mentioned this policy and I had been lied to twice when I was told "the system is down" . I called again yesterday and was on the phone for over an hour trying to sort this all out the woman I spoke to assured me that she had submitted a ticket requesting the phone be unlocked and my gift card would be delivered via email within 24 hours. I have not gotten anything via email to confirm this "ticket" she supposedly submitted which she told me I would at least get a notice that the ticket had been created. I feel disrespected and tricked. I own this phone out right and was not told about this 12 month policy. I want my gift card and phone unlocked

  Business Response

  Date: 05/18/2023

  May 18, 2023
   
  
  
  *************************
  7184 *********.
  Liberty Twp., ** 45011
    
  Re:BBB Complaint #********
  498016520967 - *************
  
  Dear ********************:
  
  On April 21, 2023, we received your complaint, dated April 21, 2023, filed with the Better Business Bureau.
  
  You said you have been waiting for Boost Mobile to issue a $200.00 gift card that was part of your new customer promotion and for your device to be unlocked.
  
  The terms of the gift card promotion state it will be issued after three consecutive service payments (not including activation) are made on time; a review of your account reflects only two consecutive payments. This prevented your gift card from being fulfilled.
  
  The device on your account under IMEI #*************** is currently showing as unlocked, so you should be able to activate it with a new provider.
  
  We regret any inconvenience you may have experienced and thank you for your business.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  

• Initial Complaint

  Date:04/20/2023

  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.

  Account # ************ I have been with ******************** for 3 months. I have a serious disability and as a result my income is extremely limited. I asked on the customer service line to downgrade to a $25/month plan of which, according to the website, I meet all the requirements. They said talk to the physical store. I also had purchased a $15/month "extra" for 10 GB data by accident about 2 weeks ago, which I thought was a one-time purchase. I tried to get the recurring charge removed and they once again said they could not resolve it and to talk to the store. So I immediately called the store and the manager told me to resolve both issues with the customer service number that I had just called. My visual voicemail hasn't worked for over a month, either. I found that out when someone told me they had tried to call me earlier that same day and I realized that I hadn't gotten a voicemail in around a month. So I went to check the voicemail app and it said, essentially "it's broken, call the voicemail number." I had 31 voicemails, some of which were extremely important. Also, the Boost One app won't show me my data usage for about 6 weeks now, which is very important to me. I went into the store a few days ago and the young man told me I had to update my system and that that would solve the issue. Without asking me if I was ready to he pushed the update button on my phone screen and my phone updated (which likely took a lot of data). I left, assuming he knew what he was talking about, and when I got home and the phone finally updated I still had the same issues. Perhaps the worst part for me is that when I switched to Boost from Cricket, they never told me that there are 2 Boost networks (technically 3, I guess, if you include "Boost Infinite") and that the one I was agreeing to wasn't even eligible for the *** program. They also never told me my phone would be locked for a year and I can not afford to switch providers and also buy a new phone.

  Business Response

  Date: 05/17/2023

  May 16, 2023
  
  
  
  ***************************
  ****************************************************
  *******, ** 85053
  
  Re:BBB Complaint #********
  441660646918 - *************
  
  Dear ****************:
  
  On April 20, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You stated that you have been experiencing issues with your Boost Mobile service since you signed up and you have been unable to get the issues resolved. You requested your device be unlocked to allow you to move your service to a new provider.
  
  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
  
  As an exception, your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile *** card inserted.
  
  *** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  
  *****************************
  
  

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/16, I went online to set up new Boost Mobile service with the intent of porting my phone number from ***** For some reason, the number could not be ported and therefore I opted to be issued a new number number. The following day, I contacted Boost Mobile by phone and explained what had taken place and inquired about whether I could still have my phone number ported into the new account with **********************. I was advised that due to the account already being established, there was no way to port the number. I was then suggested by the agent that he could create me a new account and complete the port in. I agreed. However, he wasn't successful in completing the port in. He advised that he would close the account and request a refund. The original ticket opened was *******. I received an e-mail on 4/18 advising that the ticket had been closed. I called Boost to follow-up and was advised the ticket had been closed due to being invalid. After speaking with multiple agents that day, I was advised by a "supervisor" a new ticket was being created to request the refund. This was ticket *******. I receive an e-mail today (4/20) advising that ticket is now closed. In addition, I received another e-mail stating that the account is now ACTIVE! Not to mention, Boost mobile has mailed a total of three SIM cards to my home as a total of three accounts ended up being created from this fiasco. One of which I decided to replace my business phone with and the other of which I was successfully able to have my **** account ported to. At this point, I have to say I regret moving my service because it's been a headache and and not worth the time I've spent #1. Trying to port my service and #2. Requesting the refund. Boost mobile does have great rates but so far, even in that, I can see the lack in efficiency in comparison with my previous provider and not to mention the customer service is severely lacking. At this point, I would simply like the account closed and a refund issued!

  Business Response

  Date: 05/18/2023

  May 18, 2023
   
  
  
  *********************
  **********************************************
  *******, ** 35749
    
  Re:BBB Complaint #********
  683728311600 - *************
  
  Dear *********************:
  
  On April 20, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said you opened a Boost Mobile account online, but you were unable to port your phone number from AT&T. Boost Mobile opened another account to try to port your number, and it was also unsuccessful. You requested a refund.
  
  A review of your Boost Mobile account indicates a $26.97 refund was processed on May 5, 2023.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************

  Customer Answer

  Date: 05/19/2023

   
  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:04/20/2023

  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.

  A couple of weeks ago, I began to purchase a phone from Boost Mobile online and the advertised price at checkout was $211, and when I pressed purchase, I immediately got a text from my credit card company saying I was charged $667.79 instead. Boost Mobile agreed to let me return the merchandise, as they would not let me cancel the order. I shipped the product back to them and received confirmation from the mail that it was delivered to the address given to me. It has been weeks and the charge still remains on my credit card, and I have called Boost Mobile several times. They claim the product was never received, although I have confirmation from the mail carrier it arrived, and have told me over the phone they'll send materials to my email. Those were never sent. I have called many times now and they have refused to help, telling me to talk to my credit card company. My credit card company has denied my dispute and told me to talk to Boost instead.Essentially, I feel I am being led around in a circle and lied to each time I have called Boost Mobile. I would just like a refund for the product.

  Business Response

  Date: 05/18/2023

  May 18, 2023
  
  
  
  *****************************************
  ****************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear *****************************************:
  
  On April 20, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said you ordered an iPhone online from Boost Mobile for $211.00, but you were charged $667.79. You stated that you contacted Boost Mobile and returned the item, but you have not received a refund.
  
  A review of your Boost Mobile account indicates a return request was created on March 29, 2023, but our system does not show the item was received. With the *** tracking information provided, I requested a $667.79 refund. Please allow up to two weeks for processing and delivery.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:04/20/2023

  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 has been unable to cancel my device insurance for 6 weeks. I have called and chatted on the *** numerous times. I was initially told the customer service system was being updated as the reason for not being able to process my request. One week ago I was able to actually get a request to remove device insurance put in motion and was told it would take 48 hours to process. I just called them (it has been 6 days) and was told the request is still being processed. I am concerned because they have not been helpful in resolving this issue. Also, as part of the autopay requirement, I have already paid for one month of device insurance since my first request. I feel this is theft and a very poor business practice.

  Business Response

  Date: 05/17/2023

  May 16, 2023
  
  
  
  ***************************************
  **************************
  *******************, ** 55076
  
  Re:BBB Complaint #********
  910765155628 - *************
  
  Dear **********************:
  
  On May 8, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said you requested Boost Mobile to remove your device insurance, and you were told it would take 48 hours to complete. You said you called six days later and your request was still being processed.
  
  When we spoke on May 16, 2023, you confirmed the removal of your device insurance. You said you did not like how long it took or that you had to pay the insurance charges.
  
  In the interest of customer service, I issued a one-time $25.00 credit to your Boost Mobile account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile 
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:04/20/2023

  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 switched to **** on April 11th. I had a $70 credit under my account from ********************** taking too much money out of my account and it looks like they overcharged even more after I looked at my bank statement. My monthly payment was $100 for 3 lines. I called up support to get a refund and the lady wasn't able to help me so I asked for her supervisor and then was hung up on. I called back and said I was hung up on and that I wanted a supervisor. The guy transferred me to a supervisor after talking to me about this and they both admitted I had a $70 credit before I canceled services. I was never given this $70 credit like I thought it would be deposited into my account. No representative told me when I was canceling I'd lose my $70 if I canceled or saw the $70 and tried to refund me. That representative I was canceling with just wanted to negotiate services with what **** was offering me. So when I told them I guess I will have to *** them to get my money back the supervisor lied and said he never saw $70 credit in my account. Unfortunately for him and Boost I can prove he lied about this. They wouldn't refund me because they said in their terms and conditions they can't refund money from a canceled account. HOWEVER, WHEN I ASKED WHERE I COULD SEE THIS TERM, THE REP SAID ONLY HE CAN SEE THIS TERM NOT ME. I can no longer log into my account to see this $70 credit since I canceled and didn't take a screenshot beforehand to prove this because I thought I would get automatically refunded but Boost has this information. If you look at my bank statement it shows how I was charged multiple times in one month.

  Business Response

  Date: 05/15/2023

  May 10, 2023
  
  
  
  Mr. *******************************
  *********************************br>*****, ** 08723
  
  Re:BBB Complaint #********
  *************
  
  Dear ************:
  
  On May 8, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You stated that you had a $70.00 credit to your account, but this credit was lost when you canceled your service. You said you were advised that we are unable to refund this balance, but you said the Boost Mobile terms and conditions do not specify this condition. You requested that we provide a refund for your $70.00 credit balance.
  
  I am unable to locate your Boost Mobile account with the information provided in your complaint. Please reach out with your account number, phone number, or the email address associated with your account.
  
  Please be advised that Boost Mobiles terms and conditions state, ** Services are terminated before the end of your invoicing cycle, we wont prorate charges to the date of termination and you wont receive a credit or refund for any unused Services. These terms and conditions also state, Account balances are not transferable, redeemable for cash, or refundable. You can read the entire list of terms and conditions at *************************************************************************************************.
  
  As the Boost Mobile terms and conditions clearly state that payments remitted to Boost Mobile are final and non-refundable, and any unused funds remaining on an account at the time service is canceled will be forfeited, your refund request is denied.
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19962255
  
  I am rejecting this response because: 
  I am rejecting this response because: I do not get my refund, was lied to by an agent that I recorded, and was told the terms and conditions were only available to boost mobile employees and not customers by an agent when I asked to view the terms and conditions. If like this business says the terms and conditions were viewable, why was I lied to and did they just make the changes based off my case. 
  Phone number used **********
  Email used *********************
  Phone used ******* S21 FE edition 

  Account number can not be viewed as I no longer have access to my boostmobile account and also I believe account numbers are only viewable to boost mobile employees as I remember not seeing it on my account.

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

  Business Response

  Date: 05/25/2023

  May 22, 2023
   
  
  
  Mr. *******************************
  **************************************************** 08723
    
  Re:BBB Complaint #******** - Rebuttal
  152768989 - *************
  
  Dear ************:
  
  On May 22, 2023, we received your rebuttal, dated May 19, 2023, filed with the Better Business Bureau.
  
  You stated that your account information was provided. You also stated that you were advised the Boost Mobile Terms and Conditions were only for employees and are not to be viewed by customers.
  
  Thank you for providing the information needed to locate your Boost Mobile account. As I previously advised you, the Boost Mobile (customer) Terms and Conditions are available to the general public on the Boost Mobile website, and can also be located with a ****** search. In my previous response, I provided the web address ************************************************************************************************* that will bring you directly there. Please use Ctrl+F to activate the search function, and do a search for the term refund. This will provide all the information needed related to Boost Mobiles refund policy. 
  
  Once again, the Boost Mobile Terms and Conditions state Account balances are not transferable, redeemable for cash, or refundable. As this policy is clearly stated, and accessible to all those who wish to read it, your refund request is still denied. Nevertheless, as a courtesy, if you wish you reinstate your Boost Mobile wireless service, I will reapply the credit in question to the account. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/20/2023

  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 had Boost Mobile for at least 3 years. All I wanted to do was try a new mobile carrier, Mint Mobile. When I switched to Mint, Boost Mobile put a lock on my device, making it now where I can't switch carriers. I have been fighting with Boost mobile for 3 months about this! I've called customer service at least 40 times! They can't help me or won't! So they always transfer me to another department, where I am put on hold for 45 minutes at times! I have spent numerous HOURS between being put on hold or getting transferred to different departments or getting hung up on! Or tell me to go to the store! I have been to the store 6 times. The guy at the store Will Not help me and makes up several excuses. Tells me to call customer service... AGAIN! He won't even call **************** for me! I've went around with them for 3 months now! All I want is my phone unlocked! There has to be Someone there who can Unlock it! It shouldn't be that hard to do! I'm so mad and so tired of getting the run around that I don't know what to do at this point! This should not even be a problem! I please need help! I'm not getting anywhere with Boost!

  Business Response

  Date: 05/16/2023

  May 10, 2023
   
  
  
  ***************************
  ******************************** 10
  *************, ** 66204
    
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 8, 2023, we received your complaint, dated April 20, 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
  
  Please be advised that I am unable to locate your Boost Mobile account with the information provided in your complaint. Please reach out with the phone number, account number or email address associated with your Boost Mobile account and I will gladly research the matter further. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/16/2023

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

   

  Customer Answer

  Date: 05/18/2023

  I need either a phone number or email for ******************************* from Boost Mobile.

  I didn't mean to hit the button that I accepted that the outcome is satisfactory.  I need his information to proceed with this matter to unlock my phone before i agree to the final outcome. 

  Thank you

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

  Business Response

  Date: 05/30/2023

  May 24, 2023
   
  
  
  ***************************
  ******************************** 10
  *************, ** 66204
    
  Re:BBB Complaint #********
  *************
  
  Dear ****************:
  
  On May 22, 2023, we received your rebuttal, dated May 22, 2023, filed with the Better Business Bureau.
  
  You stated that in order to proceed with your issue, you need my email address or telephone number. 
  
  Please reach out directly to me at ************************* with the telephone number or email address associated with your Boost Mobile account, and I will gladly explore whether your device is eligible to be unlocked. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/20/2023

  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.

  Hello, I tried to switch mobile service for my mother (***************************) and her cell phone number is ************. I bought my mother a SIM Card and a Boost Mobile phone from the website with my personal credit card. I called them over 10 times over a period of 45 days to try to switch and activate the service with Boost. Boostmobile was unable to activate the service as my mother was still using her old phone and service with assurance wireless. Told boost, to cancel and issue a refund for the sim card $104 and for the phone $108. Boost said they will issue a refund for the sim card, but they didn't see the order for the phone. I am attaching a receipt for the phone, which is purchased on 3/5/23 for phone $99 plus tax, which is a total of $108.86. I said, if i can't use boostmobile service, i dont have no need for a boost phone. I said, i was trying to bring business to Boostmobile and it was impossible to bring them new business. Please see the attached receipt. Looking for a refund of $108.86. I tried cancelling the service many times before, but their computer systems were always down due to Boostmobile was Cyber attacked. Boost says, they can't see on their end the purchase of the phone. I stated, i bought it through the Boostmobile.com website. Very horrible experience. Just want my refund of $108.86. I will be glad to ship them the phone back or drop it off any any boostmobile store.

  Business Response

  Date: 05/16/2023

  
  
  
  
  
  
  May 14, 2023
  
  
  
  ***********************
  **********************************************************
  
  Re:BBB Complaint #********
  413775573972 - *************
  
  Dear *******************:
  
  On May 8, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said you purchased a phone and you were unable to activate it. You requested to return it for a refund.
  
  An electronic *** return label has been generated and emailed to ********************* Once the phone has been returned and inspected, a $108.86 refund will be submitted.
  
  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
  DISH Network, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/16/2023

   
  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:04/20/2023

  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 4/2/23 I paid my boost mobile bill ( 1 day early ) At 11 am ( $35 ), they wouldn't turn my phone on, they made me pay ANOTHER $30 to turn my phone on, so that's $65 I paid them on 4/2/23. On 4/7/23 I got a text from boost mobile saying that I owe them ANOTHER $35 or else they are going a to turn my phone off on 4/8/23. They turned my phone off and refused to return my money. So I paid $65 and I got 4 days service then they turned my phone off. I paid $65, my bill is only $35 per month, I got 4 days service, for $65

  Business Response

  Date: 05/15/2023

  May 10, 2023
   
  
  
  ***************************
  ***************, #2
  **********, ** 19805
    
  Re:BBB Complaint #********
  206992110285 - *************
  
  Dear **************:
  
  On May 8, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You stated that despite making payments of $65.00, your Boost Mobile service was interrupted. You requested that we provide a billing adjustment and store credit.
  
  A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit ***********************************************************************************;
  
  For any additional concerns regarding this issue, please email ***********************************.
  
  Our records show that the charge of $30.00 on April 2, 2023, was due to a one-time 10 GB add-on to your account. This service was added via the Boost Mobile web portal by an individual with access to your account. As this service was not added by a Boost Mobile representative, we maintain that the charge is valid.
  
  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. Your request for a billing adjustment and store credit is respectfully denied. 
  
  Sincerely,
  
  
  
  *******************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:04/20/2023

  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.

  On February 8th 2023 I purchased a mobile hotspot plan through boost Mobile with a free device ******* link zone 2. The cost was $10.33 per month for the service the device was shipped to me and just a couple days I tried to activate the device when I received it and it never worked It would power on I tried to activate it It couldn't be activated I took it to the store to be activated I couldn't activate it there I tried calling them to activate it couldn't activate it that way nobody could activate this thing for me So through the Battle of trying to get it activated I was charged again March 12th for the $10.33 and Still was unable to get it activated finally after like the fourth trip to the store and probably the 8th time on the phone with these people I decided to just cancel my service and I was told they wouldn't charge me anymore. When I asked about a refund they were only willing to refund one month of service which they did not refund. And then on April 14th I was charged again by boost Mobile only instead of the $10.33 it normally was It was $12.21 so not only did they charge me again they charged me more. For a service that I was never able to use They sat on my account it showed that I had never used any of the data for the hotspot at all. And that was because the hotspot was never able to be activated. So I am requesting to get my 3 months of payments back from boost Mobile because I paid for a service that I was never able to use. February 8th for $10.33 March 12th for $10.33 and April 14th for $12.21. The phone number that was issued to the account was ************. ******* I included a picture of my card statement showing boost Mobile payments They even admitted to me I know it shows that March's payment didn't go through but it did March 12th that went through at 6:32 p.m. is what they told me on the phone and I know it came out of my account. Why it didn't show up in my bank that way I'm not sure. But I'm just asking for my money back for a service that I wasn't able to ever use.

  Business Response

  Date: 05/16/2023

  
  
  
  
  
  
  May 15, 2023
  
  
  
  *****************************
  ************************
  ******, ** 49425
  
  Re:BBB Complaint #********
  140039302 - *************
  
  Dear ******************:
  
  On May 8, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said you were charged for service that you were unable to use. You requested a $22.54 refund.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. As such, your request for a refund cannot be met.
  
  Sincerely,
  
  
  
  *******************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/17/2023

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