Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,008 total complaints in the last 3 years.
1,499 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/07/2023
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.
I contacted Boost Mobile ************* to notify them of my cancelation of service the final week in February 2023. However, to this date I am unable to obtain my refunded money from the company.I had overpaid my bill multiple times to the tune of $280 due to the website taking my payment but not reactivating my service, during the confusing time the new website was rolled out. I thought the payments had failed to process, but they, infact, were being collected from my bank. Boost was unable to restart my service. I requested my funds refunded to my account so I could seek service elsewhere. I was informed I had a few days left of service, and was removed from autopay at that time to let service expire and not be renewed.Upon contacting **************** soon after not receiving the refund, I was informed my service was still active although service should have expired and not been renewed.Multiple times I have called and have been told the company cannot process my refund because "computers are down", however, they company still retains the ability to collect money from customers so I find this very hard to believe. Everytime I call I am told I cannot receive my refund, nor speak to anyone who has authority to process my refund. I have called **************** multiple times, including sending an email regarding the issue to their legal division without response.From the website, they appear to be automatically renewing my service even though I was told that autopay had been deactivated, in an attempt to deny issuing my refund.************************* Boost Mobile Acct: ************
Business Response
Date: 05/04/2023
May 2, 2023

*****************************
*************************************
******, ** 93274

Re:BBB Complaint #********
383775389347 - *************

Dear ****************:

On May 2, 2023, we received your correspondence, dated April 7, 2023, filed with the Better Business Bureau.

You said you contacted us, yet you were unable to get assistance. You said you were overcharged $280.00 in error. You requested these funds be returned to you.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation.

As a result of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.

Our records indicate payments for $85.00, $60.00, $40.00 and $30.00 were made on February 18, 2023, for a combined total of $215.00. A $215.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.

Sincerely,

*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Customer Answer
Date: 05/06/2023

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:04/07/2023
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 paid my bill to boost mobile march 6th 2023. My phone was suspended march 25th 2023. They told me a customer called in and canceled my phone service. I called back the same day the incident happened and told them I was the correct customer or the phone. I was told they system crashed and they could helped me over the phone. Days later of me calling I kept getting no results no help I was asked to go to a local boost mobile store to reactive my account I did that and it didnt work. Now Ive called in for two weeks straight and Ive had no help. The day of April 5th 2023 I was told by a customer that my phone would be reactivated with a credit added to my account for the days my bill was paid but my account was suspended. They next day on April 6th 2023 I was informed that I had to pay my bill to reactivate my account. Everyday has been a different story different customer care representative who has not done their job and expect me to pay them for the inconvenience of emotional and financial damage to my business. They has not restore my account they wont allow me to speak to a manager or anyone who could resolve this matter. Ive been without contact for two weeks and this is madness I asked then where their headquarters was located they denied to tell me. Im filing a civil suit of this company and hoping you all will look into the matters of their business. Something is wrong and out of structure.
Business Response
Date: 05/03/2023

May 2, 2023

Ms. ***********************
**********************************************
*******, ** 60609

Re:BBB Complaint # ********
335124655825 - *************

Dear ****************:

On April 29, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.

You said you made a payment to Boost Mobile on March 6, 2023. You indicated that your service was suspended without your consent. You stated that you attempted to contact Boost Mobile to inquire about your account, yet you were unable to get assistance.

On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation.

Our records show two $50.00 chargebacks occurred on February 15, 2023, which caused your account to be suspended.

If you require changes to your account, please reach out to DISH Network customer service at ****************, as many of our systems are up and operational once again.

Sincerely,

*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:04/07/2023
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 requesting for a refund for months for a service not provided and it was promised but nothing.
Business Response
Date: 05/04/2023

April 29, 2023

*********************************
******************************
********************, ** 44128

Re:BBB Complaint #********
160487973524 - *************

Dear ******************:

On April 29, 2023, we received your complaint, dated April 7, 2023, filed with the Better Business Bureau.

You said you were promised a refund, yet you have not received the refund.

Two $5.07 refunds have been submitted in the interest of customer service. Please allow up to 20 business days for the refunds to be processed.

Sincerely,

*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:04/06/2023
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.
For months there was been no way on the boostmobile website to uncheck the boxes for autopay and save payment method. I was told these were known issues being worked on.March 2023 boxes could be unchecked and I did so. Afterward I saw boostmobile ignored that and enrolled the accounts in autopay and saved the payment method. I was able to delete the payment method but could not unenroll from autopay. I was told the account could not be accessed due to system issues and advised to keep an eye on it.April *************************************** autopay with no payment method saved. On 4/5/23 I tried to unenroll from autopay on one account and was told it couldnt be done. I did not wish to add a payment method so I made a payment through chat. Afterward I found that boostmobile had saved the payment method. I could not delete the payment method without adding a payment method.For the other account, which was still showing as autopay with no payment method saved, I made a payment on 4/6/23. I checked and found the payment method had been saved. I asked to be unenrolled from autopay and the representative was able to do so. However, nearly two hours later, I received a text to let me know youve added autopay. I received that text at 12:31. I received an email at 12:38 saying I had removed autopay and another at 12:44 saying I was enrolled in autopay.I want to NOT be enrolled in autopay and to NOT have a payment method saved. When is it expected these very significant issues will be resolved? Finally, reading through complaints made about boostmobile to the Better Business Bureau I find this in response from boostmobile to a complaint The plan you opted into is $25.00 per month, plus taxes and fees, and is available online only with AutoPay. Customers who do not enroll in AutoPay pay $35.00 per month... Will I be credited with $10 per account per month that boostmobile has forced me into autopay?There are two accounts, mine and my daughters.
Business Response
Date: 05/04/2023
May 3, 2023

*************************
***********************************
*************, ** 85616

Re:BBB Complaint #********
453170220625 - *************

Dear **************:

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that you have been unable to remove AutoPay or the saved payment method on your Boost Mobile account through our website.

I removed AutoPay from your account as requested. Please note that we require a credit or debit card account to be saved in your wallet; therefore, this cannot be removed.

You can remove AutoPay from your daughters account through our website or app by selecting the ****** services option and selecting Manage Payment Settings.

Sincerely,

*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:04/06/2023
Type:Customer Service 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.
The reason I am reaching out is because I got overcharged for 3 months of services (3 months X $30 = $90 + taxes = *****) from Boost mobile. My previous payment was Nov 25, 2022, (it is a 3-month billing cycle) , my last payment was due on Feb 25,2023 but their system was down, with the Boost Coins credit they offered to the customer that I accumulated from Dec to Feb..... I paid the balance on Mar 2 and received the payment history to pay through Feb 25 to May 25..(attached file) However, on Mar 14, the system auto-charged me another 3 months $*****.I called several times and ** agents all agreed to make a refund once the system is up.... I called on Mar 31 again, and ********* was up and agreed to make a refund. But I had not seen a refund within the reasonable time frame. Called again today 4/6 and they said there is NO refund and the case was closed. Cos all the Boost coins was NOT valid payment for my next bill. That is the first time I heard, after an hour of conversion. I asked to talk to a supervisor, ** stated no supervisor/Manager onsite.. I asked for billing department, the ** said she cant transfer.... I used to love the ** service, but after this incident, I doubt about the integrity of the company.... Not honoring the Boost Coins that the company issued and could not even see there is an overcharged in the account. I hope to get refund for the overcharge by directing this issue to BBB. Thanks
Business Response
Date: 05/03/2023
April 29, 2023

*******************
******************************************************

Re:BBB Complaint #********
722819444859 - *************

Dear Ms. ************* April 7, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that due to Boost Mobiles systems being down, you were charged twice for your services. You said that when you spoke with customer service they advised you that once the systems were restored, they could issue a refund. You also indicated you were unable to have your Boost Coins applied to your account. You requested a refund.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne apps.

Our records indicate you were issued a refund of $91.13 on April 11, 2023. You also received $62.89 in credits in the month of April for the Boost Coins.

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

cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************;
Customer Answer
Date: 05/03/2023

Better Business Bureau:

I escalated the issue to the Dish upper management on Apr 10th and got resolved within 24 hour. The refund was issued immediately. I do understand ** had cyberattack, but the approval of the refund of overcharge has no linkage to the incident. The *********** to the Boost mobile customer services were absolutely ineffective and wasted me hours just to state that ** was unable to issue refund cos the accounting **** rejected the case.
I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution didn't  list the results of the effectiveness of contacting Dish upper management to resolve simple Boostmoibile overcharges. Though the ** issue was resolved, I am satisfied with the ********************* handling the case speedy and accurately.
Thanks for BBB directing the issue to the ** escalation team.
With best regards,
Initial Complaint
Date:04/06/2023
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 paid for an online deal for an iPhone 12 for ****** plus tax and a service of 40$ a month total ****** I was switch to boost from another carrier. I was told I would have all within 1-2 business days shipped out . March 31 2023 transaction . When I received tracking from *** I only got the *** card . I have been getting nothing but run around for days . Many hours of calls . I even had two different retail stores try to help me out . No luck . Today I was told I just need to wait . Could take a month . The reason I need a new phone Im having issues with my older iPhone XR . I cant not wait . I ask for refund since phone hasnt shipped so I can walk in retail store . I was told no and I need to wait .. please wait
Business Response
Date: 05/04/2023
May 3, 2023

*******************************************
63 **************.
*********, ** 17602

Re:BBB Complaint #********
739010692452 - *************

Dear **********************:

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that the phone you purchased on March 31, 2023, was never shipped. You requested a refund.

Our records show that a refund of $254.31 was provided on April 6, 2023.

We apologize for any inconvenience.

Sincerely,

*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************;
Initial Complaint
Date:04/06/2023
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 31, March 2023 I called boost mobile. After a 25 minute wait I spoke to a representative to inquire about an upgrade which after 3 years I am do. The rep told me theres no indication of my being eligible for upgrade cell phone. I asked to speak to a supervisor and was placed on hold. After another lengthy wait I was disconnected. I have been a loyal customer of ********************** nearly 20 year and it appears when I need something done I can NEVER get any satisfaction from said company. I have had my present phone 3 yrs I am DUE an upgrade.
Business Response
Date: 05/04/2023
May 3, 2023

***************************
*********************************
*******, ** 19540

Re:BBB Complaint #********
**********- *************

Dear ******************:

On April 28, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that you have had your existing phone for three years and would like to upgrade.

Unfortunately, your account does not qualify for an upgrade. If you would like a new phone, you will have to purchase one.

Sincerely,

*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

*********************

Customer Answer
Date: 05/04/2023

Complaint: 19904745

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 05/09/2023
I reject the response from Boost Mobile. I have been a patron of Boost nearly 20 years. I received the current phone I presently use now via an UPGRADE. What has changed in my eligibility for an upgrade between 2019 and now? Please provide something in writing that makes me no longer eligible for an upgrade besides the company saying that Im not.
Business Response
Date: 06/07/2023
June 6, 2023

***************************
*********************************
*******, ** 19540

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On June 6, 2023, we received your rebuttal, dated May 11,2023, filed with the Better Business Bureau.

You expressed further concern with not being able to upgrade your phone through Boost Mobile, as you maintain that you upgraded your phone in 2019 and should be eligible for one.

Please be advised that Boost Mobile no longer offers the option to finance a phone as we no longer require contracts.

As previously advised, if you would like to upgrade your phone, you will have to purchase one. You can find available phones and pricing on our website or through the Boost Mobile app.

Sincerely,

*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Customer Answer
Date: 09/15/2023
I requested to refile an initial complaint against BoostMobile for responding to said complaint in a dubious" manner (to say the least). My complaint was regarding Boosts refusal to give me the UPGRADE I am long overdue for. The response from said company was I was not due nor *********** an cell phone upgrade for some reason or another. However I have actually PROOF I am in fact eligible for upgrade as well as they lied in their response to my complaint ( please see attached screenshot).
Business Response
Date: 10/13/2023
October 9, 2023

***************************
*********************************
*******, ** 19540

Re:          BBB Complaint #********
                ************ - *************

Dear ******************:

On October 6, 2023, we received your rebuttal, dated October 5, 2023, filed with the Better Business Bureau.

You expressed further concern with your request to upgrade your phone. You indicated that although you were told you are not eligible for an upgrade, your online account indicates that you are eligible and you attached a screenshot as proof of your eligibility.

Please be advised that Boost Mobile periodically re-evaluates accounts to determine if they are eligible for a phone upgrade. Although we no longer have the option to purchase a phone with a monthly installment plan,some customers are eligible for a phone upgrade at a discounted price.

Our records confirm that you have the option to upgrade your phone. To view the phone and pricing available, you can select Get Upgrade/View Offers under the You are eligible for an upgrade option.

We apologize for any inconvenience.

Sincerely,

*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

                *********************

Customer Answer
Date: 10/13/2023

Complaint: 19904745

I am rejecting this response because: There were multiple times my request was denied via phone call as well as this platform. I was disconnected via one phone call and spoken to very unprofessionally by another. After nearly 20yrs of PATRONAGE to boost I believe more than just an apology is in order. I would like for us to consider some options as a means showing good faith with the apology sent.

Sincerely,

***********************
Initial Complaint
Date:04/06/2023
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 purchased a Boost Mobile cell phone warranty when I purchased my Cell phone in 2012. The warranty cost $7.00 per month. My phone stop working in December in 2022. I was forced to purchase a new cell phone from Boost Mobile for more than $200.00. A replacement phone should have been provided free of charge.I want Boost Mobile to reimburse me the $200.00 I paid for the phone I now have.
Business Response
Date: 05/04/2023
May 4, 2023

************
1909 *************************
********, ** 72120

Re:BBB Complaint #********
328129482488 - *************

Dear Ms. ************** April 7, 2023, we received your complaint, dated April 6, 2023, filed with the Better Business Bureau.

You stated that you purchased a phone from Boost Mobile in 2012 and paid $7.00 per month for the warranty. ** December 2022 it stopped working and you were forced to buy another phone for $200.00. You indicated the phone should have been replaced at no cost. You requested a refund.

Boost Mobile offers optional phone protection through Likewize (formerly known as 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.

We respectfully decline your request for a refund, as a claim should have been filed with Likewize.

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

cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************;
Initial Complaint
Date:04/05/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/5/23 (and the night before) I spent many hours researching cellular providers with various plans, deals, etc. I called Boost Mobile on 4/5/23 to move forward with a plan and special deal they advertised online, and spoke at length with "*******," who confirmed that all my choices could be fulfilled, for the advertised prices. However, his system was busy updating, so he couldn't create my account, and I needed to call back later and proceed with someone once the system was fully up again.When I did call back, I reached someone (whose name I didn't catch), and she took all my info, all the specifics, including about the deal posted online to get 3 months of 5GB of Data (& unlimited talk & text) for a reduced price of $15 for the 3 month period (@ $5/month), which would then be followed by the normal rate of $45 for 3 months (@ $15/month). After taking all my information, including credit card, she stated that this deal was not showing up, and that all she could do was charge me the normal rate of $45 for 3 months. I insisted on being transferred to a supervisor, or to escalate in some way. She refused, saying everyone was busy, and that there's no escalation process. The special online deal is what **** me in, and it's still posted online (though I think it's only good until April 11th or something), yet this company won't honor it. While I'm glad I've learned what a dishonest company this is BEFORE signing up, I'm quite angry about all the time I spent, in good faith, preparing for this transaction, and talking to the service agents at length, only to be denied what was promised, and finding that I'd wasted all that time.Other people need to read these reviews before attempting to do business with Boost Mobile. So I hope this info helps.
Business Response
Date: 05/02/2023
April 29, 2023

*******************************
*******************************************
***********, ** 87110

Re:BBB Complaint #********
*************

Dear ****************:

On April 6, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.

You stated that on April 5, 2023, you wanted to sign up for Boost Mobile service with the advertised plan of $15.00 per month for the first three months. You said that the agent was unable to sign you up over the phone for this deal and was only able to offer you the plan for $45.00 for three months of service. You mentioned that Boost Mobile is refusing to honor their advertised special deal. You requested the advertisement for this deal be discontinued.

As stated on our website, For your first three months of service, the 5 GB plan is billed for $15.00. After your first three months, the 5 GB plan is billed for $45.00 every 3 months. New customers only. Online only. As this is an online offer only, the customer care agent was not able to provide you this discounted rate when signing up for service over the phone.

As our website states the terms of this offer, we respectfully decline your request to discontinue the advertisement.

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

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:04/05/2023
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 wanted to restart my cellular service. The boost representative I spoke to said the account was eligible for reactivation. I paid $49. The rep said give it a few minutes for service to be restored. After 10 min. I got a error message saying I was not connected to a network. I called boost back and explained the issue and was told the account was closed due to being off too long. The two said she would issue a refund and I would get it in 3 days. I was instructed that I would have to get me service. I paid $50 more dollars and the rep said the payment did not go through but its been pending on my account . I get different stories when I contact boost and the last contact I was told there was never a refund filed. Boost has$90 out of my account and I have no service. I don't understaffed how a merchant can take money ** not issue back when there was never a service provide
Business Response
Date: 05/04/2023
May 4, 2023

Ms. *********************
**********************************************************

Re:BBB Complaint #********
164228250484 - *************

Dear ****************:

On April 6, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.

You stated that you paid $49.00 on your Boost Mobile account to restart your account. You said that after ten minutes, you did not have service, so you reached out to customer service and were told that due to the account being disconnected, it was unable to be restarted. You said customer service set up another account and attempted to take an additional payment, but it did not go through. You mentioned that the payment was pending on your bank account. You requested a refund.

Our records indicate the only payment received was on March 30, 2023, for $49.75. I have submitted a refund request for $49.75.

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: 05/04/2023

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: 05/08/2023

Complaint: 19899907

I am rejecting this response because:

Hello my name is ********************* I found a complaint against boost Mobile. I received a response today that boost said they only received one payment which is true. And that they issued a refund. But I have yet to receive a refund and it's been over a month going on 2 months. I agreed with the amount that was paid but I do not agree that the refund was received

Sincerely,

*********************
Business Response
Date: 05/15/2023
May 11, 2023

Ms. *********************
**********************************************************

Re:BBB Complaint #********
164228250484 - *************

Dear ****************:

On May 11, 2023, we received your rebuttal, dated May 11, 2023, filed with the Better Business Bureau.

You rejected our response, as you have not received your refund.

Our records indicate the refund of $49.75 was submitted on May 4, 2023, and went successfully back to the card used for payment. Please contact your financial institution for further assistance.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************

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