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

4,959 total complaints in the last 3 years.
1,582 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:12/17/2022
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.
I have been a customer of ******************** for some time now and up till now have been satisfied with them. However, recently I have been sent untraceable voicemails from Boost Mobile telling me about an app for Dish Visual Voicemail. To download it verify and all that. I for one do not appreciate SPAM voicemails period. I also would never download an app, even if it was free. Tried searching ways to block this spam voicemail to no avail. Shame on Boost Mobile to do this to their customers who don't want this stuff.I called the customer service line to *****, the person put me on hold and never picked up again after 20 minutes. An apology should be served.
Business Response
Date: 01/27/2023
January 26, 2023

Mr. ***************
13961 ***********., #***
**************, ** 44133

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

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

On December 20, 2022, we received your complaint, dated December 17, 2022, filed with the Better Business Bureau.

You stated you have been receiving untraceable voicemails offering DISH Visual Voicemail, and you consider this SPAM and want it stopped.

When we spoke on January 26, 2023, I explained that DISH Network is the parent company for Boost Mobile and we will send communication regarding new and existing features and services. This does not make you obligated to add new services to your plan. Currently, there is not a way to stop these updates from being sent.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                *******************************., #***
                ******,** 80210

                *****************************
Customer Answer
Date: 01/27/2023

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,

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

However, upon viewing the app in question. Was able to "uninstall updates" and return to factory version of voicemail, lo and behold, no more annoying sign up messages.
Initial Complaint
Date:12/16/2022
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 bought a phone from this company in December 13th I received this phone on December 15th and when I got the phone it was partially charged and they did not send me a charger to charge my phone just a cable my phone is now dead so I cant use the phone at all I had to purchase a phone charger from ******* for 22 dollars and now have to wait a week to receive that so Im paying 41 dollars for a months service that I am not getting because I cannot use my phone when I contacted their customer service they were absolutely rude and nasty . If I had known this was the kind of company they were I would have never bought anything from them especially if I knew they dont provide a charger for your phone which makes no sense at all
Business Response
Date: 01/13/2023
January 13, 2023

Ms. *****************************
104 ****************., #***
***********, ** 27560

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

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

On December 20, 2022, we received your complaint, dated December 17, 2022, filed with the Better Business Bureau.

You stated you purchased a device from ********************, but it did not come with a charger so you had to order one from ******* and you waited a week to receive it. It cost you $22.00 and you did not have service while you waited for the charger.

My attempts to contact you at ************** on January 12 and 13, 2023, were unsuccessful, but I left a voice message with my contact information.

Please note, most manufacturers are no longer including chargers with new devices to reduce waste, and many of these accessories are available from retail locations. As a customer satisfaction gesture, I applied a one-time $22.00 credit to your H38333230343***3236H account.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
H38333230343***3236H
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 01/13/2023

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:12/16/2022
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 purchased a phone and mobile plan on 11/24/2022, my phone arrived on 11/28/2022, and my sim card arrived on 11/29/2022. On activation, the phone would not make or receive calls. I chatted with Boost online on 11/29/2022 and was told the issue was on the sim card and that they would send me a new sim card in 2 days, the new card arrived on 12/2/2022, I then contacted them through chat that day, and the phone was still not making or receiving calls, they told me it was still the *** card and send me another one with 2-day shipping that didn't arrive until 12/8. I contacted them again on 12/8 and they were unable to help me with the chat and told me to call the number. I called and then after 25 minutes was hung up on. I called back and was escalated to advanced technical support. I went through all the troubleshooting and was told they would have to further escalate it and would contact me in 72 hours. At this point, I requested a refund and was told I was outside 14 day refund period, even though I was only outside that window by 1 day and it was due to waiting on them to help me through troubleshooting. I was told to wait another 72 hours and never received a callback. I eventually called them back myself on 12/16/2022 and spoke with 4 different people. On the 2nd call, I spend 2 hours going through more troubleshooting, I was told the issue was the device or the network and I asked to return the device and while I was on hold waiting for that I was hung up on. I called back and spoke to someone that was adamant that the issue was the network. They told me they could not refund it and then went on to explain that the network was updated and that because I purchased the phone from boostmobile.com, and not the new network of my.boostmobile.com they could not help me. I was then transferred and told the old department couldn't help me because the account information is on the new network. I was then hung up on for a 3rd time during a transfer back to the prior *****
Business Response
Date: 01/12/2023
January 12, 2023

***********************************
1849 *******.
******, ** 61265

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

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

On December 17, 2022, we received your complaint, dated December 16, 2022, filed with the Better Business Bureau.

You said you purchased a phone online, but you could not get it to work. You requested a refund.

When we spoke, I offered to email you a shipping label to return your device and, once I received it, to refund your payment.

As you were advised by the last agent you spoke with, your order was placed through our legacy website. The device can be activated on our new system, however, extra activation steps are needed. I shipped you a replacement device and requested that, once you receive it, to contact me so I may ready it for activation.

We sincerely regret any inconvenience this issue may have caused and we appreciate your patience.

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

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Customer Answer
Date: 01/16/2023

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:12/16/2022
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 phone on the boost mobile website on 12/13/2022. It stated that i would receive a email with delivery confirmation within 24 to 48 hours. Never got a confirmation or email. So I called boost mobile. And they say that I never purchased a phone..but I have my bank statement where the $53.04 came out of my acct. But boost mobile says I didn't purchase this. I've called multiple times about this and they will not issue a refund or do anything about the issue. U have been with boost mobile for like 8 years and this is the worst customer service ever.
Business Response
Date: 01/13/2023
January 13, 2023

***************************
1000 ********************.
*********, ** 37206

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

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

On December 16, 2022, we received your complaint, dated December 16, 2022, filed with the Better Business Bureau.

You said that you ordered a phone from Boost Mobile, but you never received it and your bank account was charged.

I attempted to reach you at ************** on January 12 and 13, 2023. Both calls were answered by a man, whom I left a message with on my first call, but my second call was terminated as soon as I asked for you. I also emailed you at ******************************.

I searched for an order, but I was unable to locate one with the information provided.

Id be happy to help resolve this issue. Please contact me at **************, so I may look into this issue further.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Initial Complaint
Date:12/16/2022
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 monthly bill in advance as I have always done with them because my husband is paid at the beginning of the month and my bill is due towards the end of the month. We then decided before our monthly bill was due to switch to another service provider. They will now not refund the money that was not used before it was due back to us and told us we were out of luck.
Business Response
Date: 01/09/2023
January 7, 2023

*********************************
540 ******************, Apt. 537
*********, ** 37919

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

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

On December 16, 2022, we received your complaint, dated December 16, 2022, filed with the Better Business Bureau.

You said you disconnected your account with a positive credit balance. You requested a 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.

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

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************
Customer Answer
Date: 01/09/2023

Complaint: 18597794

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:12/14/2022
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 have been a Republic Wireless customer for years. I had a pay ahead plan on one line and was charged $310.37 in July on that line. I called and changed plans the day I was charged and was told I would receive a refund. I was told later that month it would be a credit and not a refund. I called in September and was told that there was a 3 month waiting period and I would get the credit in October. I called in November and was told that I would get a credit and was given a ticket number. I called today and was informed first that the ticket was closed because it was going to be a refund but the card number was incorrect, then told by a supervisor that it was closed because nobody worked on it and the ticket had expired. The supervisor said he would submit a request for a refund of $310.37 and gave me a new ticket number : *******. I have received inconsistent answers, no follow up and would like to ensure that the refund goes through promptly.
Business Response
Date: 12/16/2022
December 15, 2022

**************************
310 ************.
********,** *****

Re:          BBB Complaint #********
                A00281448 - *************

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

On December 15, 2022, we received your complaint, dated December 14, 2022, filed with the Better Business Bureau.

You stated that in July 2022 you paid $310.37 for an annual plan. On the same day,you changed plans and you were advised you would receive a refund. You said that you contacted customer service several times only to be given different answers.You requested the refund.

In our email correspondence, I informed you that a refund of $176.87 was issued on December 14, 2022. Since this is a partial refund, I issued the rest ($133.50).Please allow up to ten business days for processing.

We strive to provide excellent customer service and 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,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 12/16/2022

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. Thank you for your assistance.

Sincerely,

***********************
Initial Complaint
Date:12/14/2022
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 bought a new phone and activated it with Boost Mobile on 12/5/21. They did not tell me when I first activated the account that I would have to have the service for 1 year before they would unlock the phone for me to use with another carrier. On 12/6/22, I called Boost to request that my phone be unlocked so I could take my service elsewhere. The rep stated my phone was eligible to be unlocked and would submit that request and it should be unlocked within 48 hours. I waited until 12/12/22 and called Boost regarding an update on my unlock request since I had heard nothing. I was told that my phone was unlocked and that I was good to switch carriers. Bought my new SIM card through Straight Talk and activated it but when it is put in my old Boost phone it continued to say it was "network locked". I called and spoke with numerous Boost reps who ALL told me that my phone was unlocked and to call Straight Talk, which I did. In the end, it is Boost that still has my phone locked. I called them again yesterday, and was told by another rep at that time that my unlock request was never put in on the 6th, only on the 12th and because I disconnected my service with Boost, it will take approximately two weeks to process the unlock request. I asked to speak to supervisors, and they refused to put me through to anyone. I have repeatedly talked to different reps at Boost and they continue to tell me they can't do anything for me...it will take two weeks.
Business Response
Date: 01/06/2023
January 4, 2023

*****************************************
4361 *********************.
*****, ** 48701

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

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

On December 16, 2022, we received your complaint, dated December 14, 2022, filed with the Better Business Bureau.

You said that you requested your phone be unlocked and you were informed it was done, so you disconnected your account;however, the original request was never submitted. Your second request was submitted on December 12, 2022, but it will take two weeks to be completed.

When we spoke on January 4, 2023, you said that you used the phone in question as a trade-in for a new one with Samsung,but you then decided to go ahead with the unlocking and return the new phone to ********

I submitted the unlock request and advised you that your phone needs to be powered on and connected to Wi-Fi to complete the process.

We strive to provide the highest level of service, and I regret that you had this experience.

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

Sincerely,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*****************************
Customer Answer
Date: 01/06/2023

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. ******************** was extremely helpful and was able to unlock my phone within 24 hours. He also issued a $50 refund of my November payment due to the issues that I had with the unlocking request process. I appreciate his professionalism and attention to this matter.

Sincerely,

*************************************
Initial Complaint
Date:12/14/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This morning I attempted to contact customer service about 6 times. Each time I called, I was rudely hung up on. I was calling about an extension on my payday by 3 days. 3 DAYS!!!! On the boost mobile website it says that they offer a grace ******* This is FALSE ADVERTISEMENT!!! I asked to speak to a supervisor, Im hung up on. When I finally get ahold of a resolution manager named ****** she was condescending and rude as all get out. I asked for corporates number, of course she wont give me that. I look online and all the numbers on there are giving the busy signal. Of course, I finally switched back to boost after years and I see why I left in the first place. I will not STAY with a company that treats their customers like s*** for one and then do not work with anyone to resolve payment issues. I want to speak to someone at corporate to report and I will not stay with this company any longer and will make sure to let EVERYONE I know to stay away from boost or to leave them as well.
Business Response
Date: 01/10/2023
January 10, 2023

***************************
17168 ******
*******, ** 48240

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

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

On December 16, 2022, we received your complaint, dated December 14, 2022, filed with the Better Business Bureau.

You stated you tried to contact Boost Mobile to get a three-day extension on your bill, and you said you were hung up on multiple times.

My attempts to contact you at ************** on January 9 and 10, 2023, were unsuccessful, but I left a voice message with my contact information.

Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date. Text message alerts are sent to customers devices prior to the payment due date; however, we do not contact our customers by phone if a payment is missed.

As a prepaid provider, Boost Mobile does not provide payment extensions.

We strive to provide excellent service and 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,

***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************

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

                *****************************
Customer Answer
Date: 01/11/2023

Complaint: 18574516

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:12/13/2022
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 November 10th I paid my cell phone bill so that I would not lose my phone number it was at risk of becoming inactive because I had not paid the bill due to the fact that my phone had been smashed and destroyed rendering the screen useless I was not able to receive calls on the phone because it was stuck in airplane mode. Boost mobile even sent me a $50 credit so that I could pay my bill in case I needed the help which I did use I put the difference with it and kept the number active because I had every intention of getting the upgraded phone that I was eligible for. I called customer service and spoke with one of the representatives over the phone from an actual physical store this was around the 22nd of November keep in mind I had paid the bill and kept the number active on the 10th of November Until the 9th of December they said but I went to the actual physical store because I was not able to receive calls on my phone which is something they wanted me to do in order to give me my account number the call ended up taking too long and the store had to close so I had to hang up with them once I got back home I was no longer able to access my account or my phone number or email or anything was non existent in the system it was like I never existed it was like I never had that phone number for three years or more which I did And this is my phone number I used for everything is it listed number on all my accounts is very important that I have that phone number back and I've been fighting with him for over a month straight now to get it back I have emails from them I have the *** card from the phone which should link me to the account but every time I call them I get to run around I get hung up on I get transferred to yet another person that is unable to help me and then transfer back to the same department I just talked to I have talked to them numerous times for hours on end in every call ends up with me in tears and without my phone number no one ever told them to close my account I would not pay the just to have them deactivate the account A few days later it makes no sense there was no reason for it and there's no way to recover it now or so they say
Business Response
Date: 01/09/2023
January 6, 2023

*****************************
1021 **********.
*********, ** 15902

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

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

On December 16, 2022, we received your complaint, dated December 13, 2022, filed with the Better Business Bureau.

You said your phone was damaged and you intend to get a replacement phone to keep your account active. You indicated that you visited a Boost Mobile store and you were unable to access your account after the visit. You requested to be eligible to receive an upgraded replacement phone and to get your account restored so you can keep your same phone number.

It is advised that you visit a Boost Mobile store to receive a new SIM card and to inquire about getting a new phone. Please note that the BoostUp! program for phone upgrades is no longer available as it expired in November 2022.

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

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************
Initial Complaint
Date:12/13/2022
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 placed an order this morning 12/13/2022 for the ******* Galaxy A23 phone for $9.99 and the unlimited talk, text and data for $40.00 a month however; they took my money ($51.30) immediately from my account but then gave me an error message saying that my request couldn't be completed! I tried again and then they tried billing me immediately $363.78 which was declined by my bank and when I used the online chat feature...... they kept telling me that they needed a PIN number and I explained multiple times that I didn't have one because I had just placed my order. The customer service rep kept telling me that she needed a PIN number and again I explained that I didn't have one yet and she said that she could see my order but wouldn't answer me when I asked if I would be getting my order or not and kept telling me to be patient and blah blah blah. She never gave me an answer as to whether or not I would get my order or did they just steal my money! She kept saying that I should have gotten an email from them with my order on it but I told her over and over that I didn't/haven't received any emails from them. She finally told me that I just needed to tell my Bank that it's a fraudulent charge?? Now I have to wait and hope that I get my money back in possibly ***** days from my bank when it should have been refunded immediately from them!!
Business Response
Date: 01/04/2023
December 27, 2022

**************************
714 **********., Lower
******,** 43609

Re:          BBB Complaint #********
                150719325194-2022-12-11670

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

On December 16, 2022, we received your complaint, dated December 13, 2022, filed with the Better Business Bureau.

You stated that on December 13, 2022, you attempted to place an order for a ******* Galaxy A23 for $9.99 plus unlimited talk, text and data for $40.00 a month, but during the process you received an error message. You said that the funds were still deducted from your account. You have been unable to get this resolved by contacting customer service, and you requested a refund of $51.30.

In our email correspondence, I informed you that an error occurred during the checkout process, which stopped the order. You were advised at that time that the funds would be released within a few business days. You confirmed the funds were returned and you were able to place another order successfully.

We strive to provide excellent customer service and 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,

*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Customer Answer
Date: 01/04/2023

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,

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

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