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

4,958 total complaints in the last 3 years.
1,504 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:05/13/2025
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.
My brother lost his phone(disabled)He called Boost Mobile to shut phone off. They asked him question that had nothing to do with him and told him that he failed and they could not help him. He just paid his phone bill ($61.00)They said nothing could be done. All he wants is his ($61.00). I called them also and they refused. Some of the questions appear to be from a soft credit report and my brother did not understand why the were asking these type of question. Please give him his money back.Thank you on behalf of ***** W ***** ******* *****
Business Response
Date: 06/02/2025
May 21, 2025

Mr. ***** *****
**************************
*********************

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

Dear Mr. **************** May 14, 2025, we received your complaint, dated May 13, 2025,filed with the Better Business Bureau.

You said that you lost your device and called in for a refund of your service payment, but your request was denied.

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. Therefore, we are unable to provide a refund plus your account reflects that the service was used.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:05/13/2025
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 attempted to get an issue resolved several times only to get the shaft, I am not getting help even though I keep saying over and over and over my boyfriend is accessing my device. he was logged into my email the other day an email I just created that he shouldn't have known anything about was signed into on his tablet. When his mom called his number it started ringing on my phone then went to my voicemail. Same with his device, call my number goes to his voicemail. He's signed up for multiple sites using my number but all his. payment info, his address and his bank cards. You have to confirm these accounts using my phone number, so he's is using my number to login 100% for sure. I've attempted to get answers 5 times so far, just to be told it's not possible that I only have one line and one device. but I'm seeing these things happen right in front of my own two eyes, I'm not imagining this it's right there in front of me. I have recent orders I did not place, I had a government phone for a while that I no longer needed I logged into the old account to see if their had been any activity on that line, due to these issues and my current line was listed as a secondary phone line and the old line was also still active. I get told it's not possible, but it absolutely is. I'm just not getting any help at all whatsoever. The third time I attempted to try to get help, right in the middle of the conversation the associate ended the chat, so I ended up having to start the whole process over again, after two hours of going in circles, I threw in the towel and decided it must be in boost's best interest to avoid the problem and pretend it doesn't exist. I can't get help and when attempting to do so I'm told it's not possible, but it is.
Business Response
Date: 05/21/2025
May 14, 2025

Ms.****** *****
*********************************
**************************;

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

Dear Ms. **************** May 14, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said your phone was hacked.

Below are a few steps you can take if you believe your phone is compromised:

Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/13/2025
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.
On 5/12, I received an email from an outside collection agency, *******************, informing me of a past-due balance of $26.82 owed to Boost Mobile (formerly Boost Infinite) from July 2023. I canceled my services with Boost during their ***** period and should not have any balance owed, nor was I ever contacted about owing a balance until now. This is an invalid debt, and I am reaching out to the company first before contacting the collection agency.
Business Response
Date: 06/02/2025
May 21, 2025

Mr. ******* ********
****************************
**********, CO 80020

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

Dear Mr. ******************* May 13, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said you received notice that you were sent to collections for an outstanding balance of $26.82. You maintain to have canceled your service within the ***** period and you had no outstanding balance. You requested a billing adjustment.

There is no record of you calling in to cancel your service. As a courtesy nevertheless, I waived the balance associated with your account ending in 1236, but the collection attempt remains valid.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/02/2025

Complaint: 23325380

I am rejecting this response because: I appreciate the courtesy of waving the balance, but I'm confused as to why the collection would remain valid if the balance has since been voided. Therefore, meaning nothing to collect. Please explain further as to this explanation.

Sincerely,
******* ********
Business Response
Date: 06/13/2025
June 11, 2025

Mr. ******* ********
****************************
**********, CO 80020

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

Dear **************************** 10, 2025, we received your rebuttal, dated June 10, 2025,filed with the Better Business Bureau.

You expressed confusion with my previous response because you do not understand why the collections attempt is still on your credit report even though the balance was waived and there is now nothing to collect.

Please note that you canceled your service in the middle of the billing cycle and you never paid the valid balance of $26.82, which is why it was sent to collections and reflected on your credit report. As a courtesy, I waived the balance and your credit report will reflect this change.Nevertheless, it will remain on your report. In other words, even though there is nothing to collect, since it was not paid before going to collections and was valid, it cannot be removed. If you still have questions, please feel free to contact me at ************** to clarify.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/13/2025
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.
My oldest daughter went to Boost Mobile to get her phone turned on and to purchase a new sim card the worker went in my daughter photos and sent her personal videos to himself and deleted the messages after he sent them to himself she recovered the deleted messages that was sent to the worker phone number I called the police and made a report on him I recorded the incident and posted it on ******** and it went viral, and other people messaged me saying that he did it to them as well and they-have police reports as well.
Business Response
Date: 06/09/2025
June 6, 2025

Ms. ******* ******
***************
*******, ** 60620

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

Dear Ms. ***************** May 15, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said that your daughter visited a store to purchase a new SIM card and activate her phone. You maintain that while doing this, the store representative sent your daughters videos to himself and then deleted the sent messages.

When we spoke, I explained that retail stores are independently owned and operated but we will have it investigated by our *********************** Team. However, we need the stores location, date of the incident, and any other information you feel is relevant to the matter,such as the representatives name before we can proceed. You agreed to reply to my email with this information.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/13/2025
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.
Boostmobile is owned by ********. I have had an account with ******************** for years. Today, I tried paying my bill online. I've always been able to pay my bill online. Boostmobile will no longer accept my payments because the credit card company sends it's bills to my post office box. The credit card company will only approve payments if the address used to make payments, coincides with the address they have on file. That address is my **** Box. Boostmobile has decided not to accept payments that use a **** Box. I tried making the required payment and it was rejected by the credit card company because the **** Box wasn't used. Boostmobile's only solution is to physically go into an office and pay extra money in addition to what is owed. I don't think I should have to spend more money, time, fuel, and other resources to pay a bill I have been paying online in the past. This has become a problem because Boostmobile will no longer accept **** Boxes on their website (without reason). I tried uploading copies of the payment not going through, along with copies of conversations with the Boostmobile chat-line, but the BBB website won't accept files larger than 5 mb.
Business Response
Date: 06/05/2025
May 22, 2025

Mr.******* *********
PO Box 9954
****************** 23228

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

Dear Mr. ******************** May 15, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said that your credit card payments are being denied because your account does not reflect your PO Box as the address. You would like to be able to make a payment without having to pay a fee at a store.

We are unable to use a PO Box as a physical address. However, you can make a credit card payment through your online account or our application without a fee.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/13/2025
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.
Promotion Buy any phone and get a 1year *******************
Business Response
Date: 05/21/2025
May 15, 2025

Mr. ******* **** Rama
*********************
******, TN 37841

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

Dear ************************ May 13, 2025, we received your complaint, dated May 13, 2025,filed with the Better Business Bureau.

You said that you purchased a device with the understanding that it came with a year of free service. However, you stated that you have been billed and you would like the offer honored.

We issued a refund for the $26.67 payment, which can take five to seven business days to be processed. We will honor the offer and ensure that your future billing is accurate.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/12/2025
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.
2nd Complaint (Vision Impaired) . I went to boost mobile in ********* ** to pay my bill on March 7, 2025 & ***** ( the nasty manager) kept my phone for ************************************ my sim card needed to be upgraded. Upon return to get my phone I noticed I couldn't get texts, send texts, get phone calls and if I made a call it immediately dropped or just stayed on calling but would never connect! I'm also unable to use features like *************** when prior my phone was fine ! I asked boost to refund the 3 months of service but they didn't, I asked for my original sim card to be placed back , they refused, I was told by ***** as result of upgrading the sim card a portion of the network was missing and I spent hours in her store accomplishing nothing but what had already been done over the phone!!! ***** was beyond despicably nasty telling me to get another carrier when she's the person who broke my phone to begin with! My phone is just about a year old and I had no issues with it until ***** tampered with it !! I asked number times for refunds citing I'm paying for services I'm not getting and that's only fair!! I'm also requesting a new phone exactly like this razr prime I purchased from them since they destroyed my phone and can't fix it !!! I never want dealings with boost mobile again!!! Replacing my phone for a brand new one just like the one they destroyed and refund times 3 months would be fair and it's what I'm asking!!! ( VISION IMPAIRED) I personally will check her email so this complaint isn't tossed out again like she doesn't count! My name is ***** FAIR ( care taker ) I've provided my phone number on this complaint as due to boost mobile, Ms. ********* has no phone now !!! Thank you!
Business Response
Date: 06/02/2025
May 21, 2025

***** *********
****************************
*********, SC 29730

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

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

On May 13, 2025, we received your complaint, dated May 12, 2025,filed with the Better Business Bureau.

You said that your device is not working after visiting a Boost Mobile retail store to pay your bill. You requested a replacement.

Boost Mobile retail stores are independent and set their own policies and procedures. However, we can escalate our concerns with our Retail Team for review. In order to escalate the issue, I will need a copy of your receipt and the stores address. We can then forward the information.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/04/2025

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 **** ask for a little more time to submit what business is asking me for . The business didn't provide a receipt but I may find proof of payment on Ms. *********** phone of the date & time she paid the ********************************* location for reconnecting her mobile device that they kept in addition for 45 minutes. I assisted her by taking her to and fro the Boost mobile establishment. Thank you , ***** Fair ( Carer)
***********

Sincerely , I
***** Fair C/ O ,
***** *********
Initial Complaint
Date:05/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Boost mobile last week to get their offer for a free iPhone and set up an account. I asked them if there was an age restriction as I had spent 3 weeks going around in circles with ******* and didnt want to repeat the issue. I was approved for a phone and account for order #**************** and I was sent a tracking number. I then received an email that the order was requested to be returned to sender. The phone was returned to sender and never delivered. Today Boost mobile took $66.38 out of my checking account- for a phone that they took back! I called to see what the deal was and was transferred to several people to verify my identity, to verify the order, and then told that the offer for that order is no longer valid, but they refused to tell why. They will not refund the money they took out of my account until their refund department approves a refund? I want my money back, and I would like an explanation.
Business Response
Date: 05/21/2025
May 15, 2025

Ms. ********* ******
13580 Sapphire Dr.
****, MT 59847

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

Dear Ms. ***************** May 13, 2025, we received your complaint, dated May 12, 2025, filed with the Better Business Bureau.

You stated that you applied for a free iPhone through Boost Mobile. After your application was approved, you made a payment and received a tracking number for the order. The following day, you were notified that the device would be returned to sender. You stated that customer care did not provide a reason for this, and you requested an explanation why the device was returned and a refund for your payment.

Device finance applications can be denied after payment for various reasons, which are not shared with our customer care agents to protect your personal information.However, our internal teams have confirmed that your application was denied because the name on your account does not match the service address provided. To resolve this, please contact customer care and request to be connected with our Consumer Protection team to verify your personal information.

A review of your account found that on May 15, 2025, a refund was issued to your card ending in 0049. Please allow 710 business days for processing.

We regret that your experience was unfavorable.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

****** ********
Customer Answer
Date: 05/21/2025

Complaint: 23320704

I am rejecting this response because: the company response is a lie! We explained the living situation- that I had moved, that I no longer drive, so I have not updated my driver license, and verified that I am renting from my daughter. We verified my daughters information too. We were told that everything was verified and approved! I have tried to access my booster account to close it, or turn off auto pay, and there is nowhere that I can cancel that account or stop the auto payments! I now have to pay $25.00 to my bank to put a stop on any future auto payments from Boost Mobile.

Sincerely,

********* ******
Business Response
Date: 06/02/2025
May 29, 2025

Ms. ********* ******
13580 Sapphire Dr.
****, MT 59847

Re:          BBB Complaint #********
                ************** -2025-05-10917

Dear Ms. ***************** May 28, 2025, we received your rebuttal, dated May 28, 2025, filed with the Better Business Bureau.

You disputed the explanation for your application denial. You also requested we close your account and remove autopay to prevent additional charges.

Device finance applications can be denied after payment for various reasons; please contact Consumer Protection via customer care for further inquiry.

Your account was not activated, so no new charges have generated. To ensure your information is protected, your account has been closed.

Sincerely,

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

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

****** ********
Initial Complaint
Date:05/12/2025
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 called boost mobile originally to transfer my number to a different phone carrier and get my phones unlocked. I was kept on the phone over 30 minutes being offered different discounts and options to fix the issue that I was having which was my service is poor in my area and another service provider offering comparable pricing. After saying no to all that was offered, I was told that my the transfer was available, but that my phones could not be unlocked because they were not 12 months since activated. And apparently that only means if you have the phone number on the phone. One of the phones I had had for over 12 months, purchased with boost, but because I had transferred it to another line also with boost, within 12 months it was not considered eligible to unlock. And the only way it will be considered to unlock is if someone else uses the phone with boost for 12 months and then I can transfer it. When I called back to try to resolve the issues with what was offered because it did become such a hassle to switch phone carriers and the phones will go to waste, I was told because I said no to all previous assistance that was no longer available. That was also a 20 minute call where nothing was resolved. I would not recommend boost mobile to anyone, if you have any issues, you will not receive a resolution. I wasted almost an hour on the phone and two phones will be able to be traded in but it is still such a waste. Their service (phone coverage) is really not good either. I have been dealing with intermittent issues and unreliable service for a while now.
Business Response
Date: 05/21/2025
May 15, 2025

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

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

Dear Ms. ***************** May 13, 2025, we received your complaint, dated May 12, 2025, filed with the Better Business Bureau.

You expressed concern regarding our unlock policy.

A review of your account reveals that your iPhone 12 (IMEI ***************)qualifies and has been unlocked. Your iPhone 13 (IMEI ***************) does not qualify to be unlocked until March 6, 2026.

The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/22/2025

Complaint: 23320361

I am rejecting this response because:
Two representatives told me my iPhone 12 could not be unlocked even though I explained that I had purchased it with Boost AND had used it for the necessary time period with one of my lines with Boost. I have already purchased a new phone with my new carrier. My iPhone ****************************************************************** only to confirm that the phone could not be unlocked. And the response given is that the phone has NOW been unlocked. I have lost time and money because Boost representatives were unable to do their jobs and assist me with my issue.
I will add that I explained to the representatives that I could understand about the iPhone ************************************* March but the iPhone 12 was well over a year old. They were either unable or unwilling to listen and understand my issue and that is poor service.

Sincerely,

****** ******
Business Response
Date: 06/02/2025
May 30, 2025

Ms.****** ******
*********************
*********************;

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

Dear Ms. ***************** May 29, 2025, we received your rebuttal, dated May 29, 2025, filed with the Better Business Bureau.

You rejected our response expressing additional concern regarding the time it took to unlock your iPhone 12.

We regret any delay you may have experienced.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, no resolution was given from Boost. An apology is not a resolution, however, it is clear nothing more will be done to rectify the waste of time and money that was caused by their poor customer service. I accept the resolution because continuing to decline their resolution is a continued waste of my time.

Sincerely,

****** ******
Initial Complaint
Date:05/12/2025
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 2024, I encountered a significant issue while attempting to switch my plan to accommodate specific needs of a youth football league. The purpose of the switch was to support outdoor player check-ins using a tablet. At the time, I was informed that the upgrade of a single line would allow for hotspot access outdoors contingent already being a BM customer. The plan was activated, it became apparent that ** could not provide the necessary service. I was then told I would need to obtain Wi-Fi from a third-party internet provider to perform the outdoor registrations, contrary to what was originally communicated. I contacted customer service confirm to revert to my original $35 plan if the upgraded service did not meet our needs. Reassured this was possible. When I called back to reverse the upgrade after discovering incompatibility, was informed my original plan had been phased out & was no longer available, never disclosed during the initial conversation. Despite escalating the issue "several" times, I "never" received a follow-up or resolution. Each call, was met with confusion,condescending remarks implying I never called at all. I began exploring other cellular providers. I called BM customer support on May 11 to inquire whether, I switched carriers early in the billing cycle, a prorated refund would be issued. The supervisor I spoke with was argumentative&dismissive, asking who would expect a refund after switching providers. I did acknowledge the call was being recorded. The supervisor referenced websites Terms &Conditions, reading it aloud in a condescending manner. While it does state that refunds are not offered once service begins, it also notes that new services can be refunded within 30 days. As the supervisor read this clause, she altered the language, inserted her own interpretation claiming it did not apply to my situation. This behavior was not only unprofessional & manipulative. This experience has pushed me to discontinue service.
Business Response
Date: 05/19/2025
May 14, 2025

Ms. ****** Slim
**********************************************************

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

Dear Ms. *************** May 12, 2025, we received your complaint, dated May 12, 2025,filed with the Better Business Bureau.

You said that you changed your plan with the understanding you could go back to it if you were not satisfied with the new plan offered for hotspot.However, then you were told you could not. You also expressed concern regarding being denied a refund even though we offer one under the 30-day money-back guarantee.

When we spoke by phone, I advised you that I will review the call recording when you agreed to the plan change for quality assurance (an internal investigation).

A review of the call in question found that you were not given inaccurate information. You are currently on the $25.00 plan and you can add a hotspot for $10.00 a month, which is the same cost of your old plan but with better features.

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. Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required. For more information, please visit ******************************************************************.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/19/2025

Complaint: 23316599

I am rejecting this response because:

Sincerely,

****** Slim

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