Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

Customer Complaints Summary

4,963 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:10/07/2022
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.
They owe me $50 they not refund my $50
Business Response
Date: 11/03/2022
November 2, 2022

***********************************
16864 *************.
***********, ** 60477

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

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

On October 7, 2022, we received your complaint, dated October 7, 2022, filed with the Better Business Bureau.

You stated that Boost Mobile owes you $50.00. You requested a refund.

A review of your account reflects that this issue was previously resolved through the ******** ************************* Enclosed is a copy of our response.

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

Enclosure

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

                *****************************
Initial Complaint
Date:10/06/2022
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.
On 10/6/2022 I got an email saying my Autistic son line was removed from my account. I attempted to contact customer service. First the guy lies and say that my son called and had the line removed.(thats a lie he doesnt know how to talk NoNVerbal Autistic) then he says no its for him making too many conference calls. Again I tired to explain to him he doesnt know how to talk or text. So thats no possible. *** was very rude. I hung up and went to the Store ***** and the location on ************** was very helpful and tried to help by calling **************** again. And again she tried to explain the situation and they told her she would have to email them and they will get response later. Spoke with ***** and **************** again today and they tell me the phone once again was suspended for making too many conference calls. Once again he cant talk. And furthermore were on a unlimited talk and text plan. The customer rep was very rude after asking her if I could change the number and get it reactivated. She tells me no but the manager in the store told me that I could but the cheapest way would be to call them to do it to cut down on the fees. Which paying isnt a problem. But to have a child with a disability that clearly doesnt understand what going on and NO ONE cares about the fact that he cant talk or text. And cant explain to me how hes having all these conference calls. All the reps Ive talked to a customer service was very rude. All I wanted was my son number changed and the service reactivated. Ive been with them for years and pay faithfully every month. But this is by far the most discriminating thing Ive ever seen. They dont care if hes disabled or not. He clearly dont know how to talk or text. Its a slap in the face to suspend his line for this. Even after and explanation. Ill definitely be moving my service else where. And file a discrimination suit against boost mobile!!!
Business Response
Date: 11/01/2022
October 31, 2022

***************************
201 *************.
*********, ** 32505

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

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

On October 7, 2022, we received your complaint, dated October 7, 2022, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit https://www.boostmobile.com/about/legal/terms-conditions/product-terms-conditions.html.

For any additional concerns regarding this issue, please email ***********************************.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

*****************************
Customer Answer
Date: 11/01/2022

Complaint: 18179561

I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:10/06/2022
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 paid $92 for 3 months of service on August 2nd on September 2nd my service was turned off boost Mobile stated they would not ************* back on without a $50 payment. I canceled my account, asked for a refund and switched providers on September 4th, they would not let me keep my phone number I had for 10 plus years I had from a previous provider. I've put in five different refund claims. every claim they cancel stating it's been over 14 days so they cannot process the refund. Today on October 6th I spent 2 hours on the phone with them just for them to hang up after putting me on hold, said they would put in another claim.
Business Response
Date: 10/31/2022
October 28, 2022

*********************************
254 *******************., #1
***********, ** 02740

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

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

On October 7, 2022, we received your complaint, dated October 6, 2022, filed with the Better Business Bureau.

You said you paid $92.00 for three months of service, but your service was suspended after a month and you were instructed to pay $50.00 to restore it. You expressed concern about the level of customer service you received, and you requested a refund.

A review of our records indicate that your account was suspended due a system issue while applying your correct plan. I refunded $60.00 to you for the two months you were unable to use.

We sincerely regret any inconvenience this issue may have caused, and we appreciate you bringing your experience to our attention. I will review your calls to us and any issues I find will be addressed with the appropriate personnel.

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

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Initial Complaint
Date:10/06/2022
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 was a customer of Virgin ********************** for 14 years and I've been a customer of ******************** since the two companies emerged a few years ago. I have never had a complaint or an issue and if I did it was quickly resolved. But since December 2021 there's been nothing but issues! I barely have service anywhere! January 2022, I talked to a customer service representative, he said I was too far from the cell towers. Recently a cell tower was installed 25 yards from my house, now the rep tells me I'm too close to the tower! I cannot begin to tell you how many important phone calls I've missed due to not having Mobile network/service. On the rare occasions that I have service/signal the other person on the line sounds like a ********* cannot understand anything that's said. My text messages fail more than they send. ************* is junk. It never works either! September, I paid $150 for ********* children's phones. My son's phone did not work the entire month! No internet, phone, text-NOTHING! Now it's time to pay it again! I'm looking to change companies but I'm afraid they all maybe like Boost Mobile!
Business Response
Date: 11/01/2022
October 31, 2022

*************************************
5 **************
***********, ** 25427

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

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

On October 6, 2022, we received your complaint, dated October 6, 2022, filed with the Better Business Bureau.

You indicated that you and your son were experiencing technical issues.

When we spoke, I pointed out that we have received no calls regarding technical assistance on either account. I did find that more than 35 GB of data was used on the second account, so it has been throttled per our terms of service.

You indicated that you visited a store and they said you have towers too close to you. As I advised you, having towers nearby should have little to no effect on your service, unless one was ***-Mobile tower, but,in that case, your signal would be improved. Our records indicate that your address should have strong signal.

I urged you to contact us when you are home so that we can troubleshoot and see what is causing your service interruptions.

We sincerely regret any inconvenience this issue may have caused.

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

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Initial Complaint
Date:10/05/2022
Type:Delivery 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.
One of the employees at this company - ********************************** - has my number on her linkden profile and keeps posting my number to various websites. I need this to stop and have taken the necessary measures and filed a police report. I am including the attachment of the employee
Business Response
Date: 10/28/2022
October 27, 2022

***************************
11110 ************.
***********, ** 90064

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

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

On October 6, 2022, we received your complaint, dated October 5, 2022, filed with the Better Business Bureau.

You stated that a Boost Mobile employee has posted your telephone number to their LinkedIn profile and other websites. You requested that we investigate the matter further.

When we spoke by phone today, I advised you that I have referred the matter to our retail operations team. All personnel matters are handled internally, and we very much appreciate you bringing this concern to our attention.

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
Monday Friday 8:00 am to 4:30 pm MT
**************

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

                *********************
Initial Complaint
Date:10/05/2022
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.
********************* **** ************************************************************************* ******************** Pen ********************************* ******************** ************* CC: Inbox Dollars The reason you have received this email today is in reference to a pending transaction, listed below for Boost Mobile Cellular Service.The issue is, I have never received the *** cards that are advertised through Inbox dollars and why is the charge over fifty dollars? I do not believe that an activation ever took place and there was no discussion about what plan I wanted. I wanted you to know that I will be contacting Boost Mobile to work this out this morning and have no idea what they are doing in my name. In addition they make it very difficult to contact them. I tried to call this morning and they do not offer 24 hour service and they advertise a chat option but do not offer a chat box. Charging a consumer, before activation of a service through registration seems like fraud to **** will contact the bank again later today or tomorrow for a followup.Pending DEBIT CARD - 0/02 - BOOST MOBILE ********* ** ****** I do not understand why Boost makes it so difficult to contact their offices and further do not udnerstand how a unregistered company with the BBB has a A+ Standing with so many complaints on file. But I am asking for a %3 dollar refund because I never received the card to activate the bring my own phone promotion advertised through inbox dollars and i believe I never got credit for the promotion either. Please deliver the cards and I will have to speak to customer service about the billing. I am asking for a refund of the 53 dollars.******************* **********
Customer Answer
Date: 10/16/2022
Hello. I was interested in setting up my bring my own cell phones to boost, and took an advantage of an advertised special through inboxdollars.com Thank you for the approximately October refund. I noticed that there were two additional charges on 9/5/2022 these must be refunded, Thank You I could not get through your customer service phone lines to handle this personally. 09/05/2022 BOOST MOBILE ************ ***** 09/05/2022 BOOST MOBILE ************ *****
Business Response
Date: 10/28/2022
October 19, 2022

***********************
151 ***********.
***********, ** 29307

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

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

On October 6, 2022, we received your complaint, dated October 6, 2022, filed with the Better Business Bureau.

You stated that you ordered two *** cards, but you did not receive them. You also said that you were charged $52.90 for the first month of service, even though you werent able to select a service plan or activate the *** cards to your phones. You requested a refund of $53.00 for your first month of service.

I attempted to contact you by phone at ************** on October 10 and 19, 2022, but I was unable to reach you. I also sent an email to ******************** with a request that you contact me.

Please be advised that the tracking information provided with your *** cards show that they were delivered to the front door of your residence on September 2, 2022. If they were not received, please contact *** to submit a claim.

In order to process your *** card order, you are required to select a service plan that fits your needs prior to processing your payment.You are also advised prior to submitting payment that by making this purchase,your *** card(s) will be automatically activated, and once activated you authorize Boost Mobile to charge your card or PayPal account automatic payments for your monthly total plus any additional taxes and/or surcharges.Nevertheless, as a courtesy, we have issued a refund of $52.90 back to your payment card. Please allow 3-5 business days for processing.

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
Monday - Friday 8:00 am to 4:30 pm MT
**************

cc:           ****** /******* Better Business Bureau
                **************************************
                ***********************
Customer Answer
Date: 10/28/2022

Complaint: 18174940

I am rejecting this response because:

I have been refunded for the monthly fee and it is my understanding that the account has been canceled. i also want the 2 dollars I was charged twice for the *** cards.
Boost Mobile should know that, I learned this by already calling currior services in the past, that ***** and *** do not speak to or credit people who are the people who packages are addressed to. The individuals who send the packages have to call *** or *****. The first question *** and ***** ask is what is the tracking number and what is the account number. i do not have either.

I apologize that Boost is wasting our time. Please refund the initial charges for the *** cards that were supposed to be free in the first place.
Sincerely,

Brain Luke
Business Response
Date: 11/04/2022
November 3, 2022

***********************
151 ***********.
***********, ** 29307

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

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

On November 3, 2022, we received your rebuttal, dated November 3, 2022, filed with the Better Business Bureau.

You stated that you should be refunded for the two *** cards you ordered.

Please be advised that our records show the *** cards in question were purchased successfully and delivered to your front door on September 2, 2022. As the cards were received, and you are outside of Boost Mobiles seven-day return window, we are unable to issue a refund. If the *** cards were never received, please submit a claim with *** directly.

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
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

                *********************
Business Response
Date: 11/07/2022
November 7, 2022

***********************
1855 **********., Ste.14
120
***********, ** 29307

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

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

On October 19, 2022, we received your complaint, dated October 17, 2022, filed with the Better Business Bureau.

You stated that you should also be refunded for the two SIM cards you purchased.

A review of our records indicate that this was previously addressed through the Better Business Bureau. Enclosed are copies of our responses for your records.

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
Monday - Friday 8:00 am to 4:30 pm MT
**************

Enclosures

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

*********************
Customer Answer
Date: 11/08/2022
Complaint: 18232224

I am rejecting this response because:

A. Corporations, and most people who use a freight delivery company, know that if a package is missing or misdelivered, that the SHIPPER has to file the claim, not the person that the package is delivered to. The shipping company has a responsibility to the person who purchased the shipping service not the delivery party who will not have the account number.,

B. The account was canceled when I asked for the refund for the *** cards. I received an email stating the account was closed for non-payment. Well, yeah if I don't receive the product, then i should not be charted. I was charged for the monthly fee, that was useless to me without the ***,

C. Unless there is evidence of the refund, which I have not seen, I am going to have to request the refund for the *** cards of like **** in total. If for nothing else the frustration of trying to get someone on the phone at your company which is not easy.

Sincerely,

*******************
Initial Complaint
Date:10/05/2022
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.
On 7/20/22 I purchased a Boost Mobile phone from Wal-Mart. I purchased service from their website and paid $15.22 for minutes. The phone came with a sim card, but the sim number would not allow activation of the phone. On July 21, I contacted Support, was told a new sim card was sent and to expect it within 5-7 days. The sim card did not come. I returned the phone to Wal-Mart and purchased a different model of Boost Mobile phone. This phone could not be activated either. Customer Support stated there was an issue with their system and I should wait until Tuesday (4 days.) The *** could not get the phone activated either. I asked for a refund of the money paid for the service minutes. They agreed to submit for a refund. The refund did not arrive in Aug. I contacted the Support via chat on 09/07/22 and asked about the refund and was told, "Upon checking the account, I can see that there was one refund ticket that was submitted. Upon checking the status of that ticket, it is already closed with the reason "the customer is outside of ****** return window", we can still process a refund with another reason for refund instead of the 14-day period reason. Would you like to proceed?" I said, "Of course I want the refund." They returned with, "No worries, let me submit the refund request with the correct reason..." Sep 7 at 7:53 PM Thank you for patiently waiting, *****. I have successfully submitted the ticket for refund. For your reference, here's the ticket ID: ******. Thank you.Still no refund. I contacted Support again 10/05/22 & received: "I can see the ticket here that was created on 08/09/2022 but the ticket was closed because when you claimed it was no longer within ******************************************************************************************************************************************************** refund October 5 at 1:42 PM"We don't have a Boost store here. I purchased the minutes on line from their site.
Business Response
Date: 11/01/2022
November 1, 2022

**********************
607 *********.
*******,** 65270

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

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

On October 6, 2022, we received your complaint, dated October 5, 2022, filed with the Better Business Bureau.

You indicated that you purchased a Boost Mobile phone and paid $15.22 for service.You stated that after several attempts, the device was unable to be activated.As a result, you returned the phone to the store and requested a refund of your service payment. You said you have submitted several refund requests; however,you have not yet been provided with a refund.

When we corresponded via email, I confirmed that a refund has been processed for $15.22. Please allow up to seven business days for processing and delivery.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 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
Phone Hours: Monday Friday 7:00 AM 3:30 PM MT
**************

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

                *********************
Customer Answer
Date: 11/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund was accepted and processed by my back. Shame it took so long to return the funds but the issue is considered ended.

Sincerely,

*******************
Initial Complaint
Date:10/05/2022
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.
Purchased a Celero5G from Boost online. I spent 3 hours last night and 1 hour today trying to activate this phone. I was told by the people who could barely speak English that even though I bought it on line I would have to take it to a Boost store. I took the phone to the store and they then told me I had to send it back to the in line store. I then called Boost again and waited 48 minutes, only to be transferred to another person who barely spoke English. I had to wait another 20 minutes. They gave me an address which I could not understand the person and I am not sure it is correct, due to the language problem. I asked them to send a return label. I was told they did not do that and I would have to pay postage to return the phone. When I called the company's corporate I was answered by another person who could barely speak English. So again, I am talking to someone in another country who cannot understand me. I do not want the phone because it simply does not work and I do not want to pay shipping charges for this .
Business Response
Date: 11/01/2022
October 31, 2022

******************************
118 *****************
*****,** 33778

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

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

On October 6, 2022, we received your complaint, dated October 5, 2022, filed with the Better Business Bureau.

You said you purchased a Celero 5G from boostmobile.com but were unable to get it activated. You had requested a refund, but this request was denied.

When we spoke on October 31, 2022, I asked for the online receipt and order information, but you said you purchased it at a store, not online. I explained that retail stores are independently owned and operated and you would need to deal with them directly, and you said that you tried but they refuse to talk to you. I again asked for the purchase information, which you could not locate. I offered to have the issue reviewed with the *********************** Team if you could provide the information.

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

*****************************
Initial Complaint
Date:10/05/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a yearly contract on 2 phones. One on 10/19/21 for ****** and the other one 3/15/22. I cancelled my service with Republic because of poor service and non existent help when they told me I had to upgrade my phone or lose service. I closed my account at the end of May and was told that I would receive the balance of what I had paid, ******. Just spoke with representative and was informed that since I canceled more than 30 days after payment I was not eligible for refund. Since when I made the payment I didn't know they would force me to purchase a new phone to keep my service I don't think this is right. Payments were auto withdrawal from credit card.
Business Response
Date: 10/07/2022
October 6, 2022

*************************
945 ********************.
*******, ** 25276

Re:          BBB Complaint #********
                A00497145 - ************

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

On October 6, 2022, we received your complaint, dated October 5, 2022, filed with the Better Business Bureau.

You said that you disconnected your account due to poor service at the end of May 2022, and you were told you would receive a refund. When you inquired to the status, you were told you would not receive a refund as you canceled more than 30 days from the date of the payment you asked to be refunded.

When we spoke on October 6, 2022, I informed you that I could not locate a payment or payments totaling the $335.00 you referencedI could only find the payment made on March 19, 2022,for $267.03. You said the other payment was made on October 19, 2021. I informed you that this second payment is nonrefundable, and after annualizing the March 2022 payment and prorating the three months you had service, we would only be willing to refund the difference of $200.25. You accepted this as a resolution.

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

Sincerely,

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

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

*****************************
Customer Answer
Date: 10/08/2022

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.

Sincerely,

*********************
Initial Complaint
Date:10/05/2022
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 travelled to ******* from ****** and needed a temporary phone. I found Boost and signed up for their one month plan and ensured it wasn't a rolling month-to-month plan. I returned to ******** to find that I was charged subsequent months in addition to the month of August. This should not be the case. Boost is incredibly hard to reach if you don't have ******* and if you don't have the phone number which I disbursed of. I have tried calling them but have been either hung up on or told they can't help me unless they have my phone number with them even though they should have my address/e-mail and billing information...
Business Response
Date: 10/18/2022
October 7, 2022

***************************
3210 *********.
******, ** 76502

Re:          BBB Complaint #********
615321525772 - ************

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

On October 6, 2022, we received your complaint, dated October 5, 2022, filed with the Better Business Bureau.

You said you wished to activate Boost Mobile service for one months duration, but you were charged for more than a months service. You expressed concern about the customer service you received.

A review of our records indicate that your account was enrolled in autopay. As such, when your September 2022 due date came about, the credit card provided to us was charged automatically. Per your request, I removed autopay from the account, but I was unable to locate any previous requests or any contact regarding your account.

While we sincerely regret any inconvenience this issue may have caused, 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.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 10/18/2022

Complaint: 18169429

I am rejecting this response because:
The Resolution Consultant failed to tell me how many months they have charged me for. This is of concern, not only for the fact that I intentionally made sure I didn't subscribe for "AutoPay" fulling knowing I would only be in the country for one month, but also for the fact that after I was charged for the first extra month, I failed many attempts to contact the company to resolve this. Two times I waited for over 30 minutes on the phone only to be disconnected. On top of that, there is literally no customer service e-mail to be found anywhere on Boost's website to contact so one is forced to either call them or reach out to them via social media of which I do not do. Why do you/they make it so difficult for customers to engage with you. Please show me where my signature is or where I voluntarily signed up for AutoPay. Otherwise, refund me any monies outside of the August one month time frame.

Sincerely,

***********************
Business Response
Date: 10/28/2022
October 25, 2022

***************************
3210 *********.
******, ** 76502

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

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

On October 25, 2022, we received your rebuttal, dated October 25, 2022, filed with the Better Business Bureau.

You maintain that you did not authorize autopay and requested proof that you did. You also expressed dissatisfaction with Boost Mobiles avenues of communication.

A review of our records indicates that your account was initiated with autopay. We do not make you sign anything or take additional steps in order to add autopay, so there is no documentation as you requested.

I searched our call logs and found no record of any calls regarding your account.

We appreciate your feedback regarding your preferred communication method. We do not currently offer email, but we do offer customer service through chat. Please visit https://www.boostmobile.com/support/contact-us.html.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 11/03/2022

Complaint: 18169429

I am rejecting this response because:

Your response was categoricially unhelpful and perpetuates the endless cycle your customer service before an issue can be addressed.
Not having the phone number any longer because, as I mentioned, it was a temporary number, I cannot access your chat function. Your chat requests the phone number and without that, you cannot chat with a customer service rep. ********* I can't reach you by e-mail, I can't reach you by chat, your customer service phone number takes forever to connect and I've been hung up on, so it appears the best way to reach your company is through a third party. Yes, you wouldn't have record of me calling b/c I called via skype as I live in ******** (again the reason for a temporary phone number in the U.S.)
If you could have shown me where I signed up for Auto Pay, which you can't, I would pay it.
Since you can't, I request that you refund any months you took from my account outside of the month of August.
If this isn't possible, I will be speaking with my credit card.
Judging too by the e-mails I'm getting about an upcoming payment due in November, I can see that you haven't cancelled my account as you indicated you would last time.
Sincerely,

***********************
Customer Answer
Date: 11/09/2022
Hello BBB. Thank you for the request for clarification. I may not have been the most clear in communication. Yes, I did take for granted that what I intended to be a one month contract meant that our relationship would no longer be intact after that one month. I know now that I was unknowingly signed up for auto-pay and a rolling contract that I would have never signed up for being someone domiciled overseas. What is more frustrating is they cannot show proof that I signed up for auto-pay, and they offer few channels of communication that are readily available. Phone, but you need your Boost Number to access the account and they couldn't look it up any other way. I threw away my sim card and phone number after the one month I signed up for. Nor could I access Chat for the same reason. Lastly, they provide no customer service e-mail to explain the situation so I was essentially held hostage to their fees.
Business Response
Date: 12/02/2022
December 1, 2022

***************************
3210 *********.
******, ** 76502

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

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

On November 29, 2022, we received your second rebuttal,dated November 28, 2022, filed with the Better Business Bureau.

You maintain that you did not request to have your account enrolled in AutoPay.

In reviewing your account, I previously missed the promotional plan you selected for service. The advertisement of the $25.00 Unlimited Plan disclosed in the advertising that After your first month, you will pay $25/mo unless you go online to cancel. New customers only. Requires Autopay.

As such, AutoPay enrollment was required to receive the plan you selected.

I apologize I did not note that item earlier.

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

Sincerely,

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

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

                *********************
Customer Answer
Date: 12/07/2022

Complaint: 18169429

I am rejecting this response because I would like to see a copy of what was e-mailed to me with those terms as I never agreed to sign up for that and wasn't aware that I did this. Most companies, would be willing to credit this kind of thing, especially if and when they can verify the phone/plan was not used in the two months after August which would prove my claim. The fact that you won't do this, indicates to me what kind of company you are and why you already have so many complaints against you. I will not back down from this claim and will take it to **** next.

Sincerely,

***********************
Business Response
Date: 12/14/2022
December 13, 2022

***************************
3210 *********.
******, ** 76502

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

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

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

You requested a copy of your November 2022 bill and of an email you were sent for the terms and conditions regarding the plan you signed up for. You also maintain your request for a refund.

Please be advised that Boost Mobile is a pay-as-you-go service. As such, Boost Mobile does not generate a monthly invoice/bill. Additionally, email confirmation is not sent. The terms and conditions for the plan you selected can be viewed online at https://deals.boostmobile.com/mypromo/sim-plan-bundle-ulm-1mo-hp-mybm where it states enrollment in AutoPay is required. Your request for a refund will not be honored.

While we regret that you do not agree with the solution we proposed in our previous correspondence, we believe we have offered you a considered and fair option in response to your complaint. At this point, we respectfully consider the issue closed.

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

Sincerely,

*********************
Senior 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

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Boost Mobile is NOT a BBB Accredited Business.