Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

5,083 total complaints in the last 3 years.
1,543 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:11/28/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was trying to purchase the A23 and ***** bundle on cyber Monday that doesn't expire until *****, website wouldn't process my card, I called and was then told that the deal was no longer available they advertised the same bundle for black Friday that I also tried to purchase and was told on Friday that it was no longer available.
Business Response
Date: 12/09/2022
December 5, 2022

Ms. ***********************
851 ****************.
************, ** 29644

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

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

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

You stated that your attempt to place an order online for a Black Friday offer was unsuccessful. You indicated that when you called customer service, you were told the offer was no longer available. You requested that Boost Mobile honor the advertised offer.

Please be advised that the advertised offer was for new customers only, while supplies last.

As indicated in my email correspondence, you can contact me directly at **************, so I can assist you further.

We regret any inconvenience you may have experienced.

Sincerely,

*****************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am - 5:00 pm MT, Monday Friday
**************

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

                *****************************
Initial Complaint
Date:11/28/2022
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 had service with Boost with the same number for over 3 years on my daughter's account. I purchased a better phone in Oct.2021. In June of 2022 I went with my own account but started having trouble with NO SERVICE. After going to Boost several times & with their tech ***** I was told they couldn't help me at my local Boost in Plymouth, IN. & was told to try Cricket. I went to Cricket in Plymouth, IN for service. Boost would not unlock my phone. They said it was because I didn't own the phone for 1 year. So, I waited until Nov.,2022 to make sure there was plenty of time from the purchase date in Oct.2021 to get my phone unlocked to be able to use it. Boost then said No again, saying I didn't use their service for 1 year with the new phone. After I got home, I called again. Then I was told IF I paid for 3 more months of service, they would unlock it. Why would I have to pay for a service that DOES NOT work in my area before they would unlock it? I asked that question but could not get any answer from them. I asked for corporate office number & was refused the number. I asked for supervisor & was refused that also. They are in my opinion holding my phone for more money without getting any service. I could see them not unlocking it if I owed them money for the phone or if I hadn't finished out a contract with them, but neither of those apply. I just want them to unlock my phone so I can use it. I'm not asking for an unreasonable thing of them. Do they do this to everyone? That's the real question and if so, how can they legally do this?
Business Response
Date: 12/02/2022
November 30, 2022

*******************************
2916 ********.
****, ** 46534

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

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

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

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

I have agreed to make an exception and your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile *** card inserted.

*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card.Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

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 5:00 pm, MON FRI
**************

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

                *****************************
Customer Answer
Date: 12/06/2022

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:11/28/2022
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 November 24-2022 i purchased a new *** card from Boost online and was charged $6.52 including shipping $5 and il tax .53 -given a fake tracking number for *** to deliver to me - and being asked to pay for phone service of $19.98 and $25.49. After multiple attempts to get Boost mobile to give me the correct tracking number to no avail. I requested my account be closed - canceled and now Im being asked to pay for service and I still dont have the *** card and have never activated any for Boost mobile to want to charge me. I was given a ticket number for the cancellation of this account #*******. But my account stated that Boost mobile closed my account for -non - payment ( this is wrong ) I requested it be closed because of the charge to my debit card for the *** card i never received and a service i never activated. *** has sent me emails saying the shipper ( Boost Mobile ) never sent them anything to deliver to me and that the tracking number Boost Mibile gave me is incorrect, work with Boost Mobile to get the correct tracking number. I have tried for more than 2-3 days to get the right tracking number and Boost Mibile has not helped me with this matter.
Business Response
Date: 12/20/2022
December 19, 2022

*****************************
2325 *********************., Apt. 402
*******, ** 60612

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

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

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

You said you ordered a *** card from Boost Mobile but never received it. You stated that you were provided a fake *** tracking number and were advised by *** that we never sent the *** card. You also stated that you never activated a *** card with Boost Mobile but received a bill for service.

A review of our records indicate that your account was established on November 26, 2022, with a *** card.

Your *** card order was processed and the tracking number, 1Z52A2590206443181,shows that the *** card was delivered on November 29, 2022. Please note that we offer expedited shipping, but you did not choose that option. As such, your order was processed, and as soon as your package was shipped, the tracking information was updated. Please note that *** cannot provide you with tracking information before the order is shipped.

You canceled your account on November 26, 2022, and received a refund for $6.52 on November 28, 2022.

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:11/27/2022
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 called Boost Mobile and asked a woman named "******," for my account number. She kept me on the line asking me unnecessary questions like, "Are you able to receive calls from your phone?" and "Are you calling from the number listed on your account?" When I asked why she was asking these questions her response was, "It's part of our policy." I then asked for her to please give me my account number. That I had already provided my name, phone number and PIN number. She hung up on me. When I called back, I spoke to a representative and asked to be transferred to a supervisor. I was transferred to a woman who called herself, "Tranae." I gave her my information and asked to receive my account number. She asked me why I needed it and then proceeded to ask the same unnecessary questions as ******. When I asked why she was asking these questions, she said because people have been switched to other carriers without their permission. I told her I just wanted my account number to pay my bill and she hung up on me. I tried to call back and they would not *************!I then went to Boost Mobile Website to see if I could retrieve my account number there. Guess what? It is not listed on my account! Boost is not providing its customers their account numbers so that they cannot switch carriers! This is not right! They need to be reprimanded for such gross nefarious practices!
Business Response
Date: 12/02/2022
November 29, 2022

*****************************
4306 ********************************.
***********, ** 90037

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

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

On November 28, 2022, we received your complaint, dated November 27, 2022, filed with the Better Business Bureau.

You stated that you have been unable to receive your Boost Mobile account number. You requested that we provide this information.

When we spoke by phone today, I confirmed your billing card and amounts paid to verify your account. Once verified, I provided your account number, *********. I also advised you that we require customers to verify their identity when calling in for this information to ensure the security of their accounts and personal information. We regret any inconvenience this may have caused.

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:11/27/2022
Type:Delivery 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 online order through boost mobile.com for a promotional service for a new phone and new service as a Christmas gift for someone. The person I was purchasing this for no longer needed the phone so I called 5mins later after placing the order to cancel. They told me I was unable to cancel the order and I needed to wait to receive it. I explained to them the order was being shipped to another state and the person receiving the order was mobile impaired so it was no way they could ship it back. They hung up on me atleast 4 times after placing me on long periods of hold! I have no way of securing this package or getting my money back. I spoke to several different people who kept hanging up on me and then I started a chat and everyone kept disconnecting. This has been an absolute nightmare. *** added some of the conversations Ive had with multiple people through the chat. There was one Person who attempted to help me
Business Response
Date: 12/21/2022
December 20, 2022

*************************************
27 ***** St.
**********, ** 29611

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

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

On November 28, 2022, we received your complaint, dated November 27, 2022, filed with the Better Business Bureau.

You stated that you purchased a phone as a gift, but the recipient no longer needs the device and they are unable to return it. You requested that we facilitate a return for the phone, and issue a refund of the purchase price of $51.22.

My attempts to contact you by phone at ************** on November 28, 2022, and December 20, 2022, were unsuccessful and I was unable to leave a voicemail. I also sent an email request that you contact me to ***********************.

I would be happy to facilitate a return for this device. I can send out a prepaid *** label and arrange for pickup at the location that the phone was delivered. Please contact me with the address to pick up the phone, and I will generate the shipping label. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage),and must include original packaging with all original kit components.

If there are further questions or concerns about this issue,please feel free to contact me via email at ************************** or by phone 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

                *********************
Customer Answer
Date: 12/21/2022

Complaint: 18467960

I am rejecting this response because:

Sincerely,

*********************************
i am rejecting this offer because no Phone was ever Received! I have responded to the email but I never received a call nor a voicemail
Business Response
Date: 01/12/2023
January 10, 2022

***************************************
27 ***** St.
**********, ** 29611

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

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

On January 9, 2023, we received your rebuttal, dated January 9, 2023, filed with the Better Business Bureau.

You stated that you are unable to return the phone that you are requesting a refund for, as you never received it.

As you previously stated that the phone was sent to a third party who no longer needs it, I offered to send a return label to the individual that you purchased the phone for so they can return it to Boost Mobile. My apologies if my offer was unclear.

Our records indicate that your phone purchase was refunded on December 23, 2022.

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

                *********************
Customer Answer
Date: 01/20/2023

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:11/27/2022
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 ******** MOTO E6 ***** FROM A BOOST MOBILE RETAILER IN ********** ** IN 2020 PAID THE RETAIL PRICE IN FULL , IT WAS NEVER COMMUNICATED AT ANY TIME THAT I HAD TO HAVE SERVICE FROM BOOST WHICH BY THE WAY IS A PRE-PAID MONTHLY SERVICE HAD TO HAVE SERVICE FOR 6 MONTHS I DID NOT FIND OUT ABOUT THIS REQUIREMENT UNTIL I ATTEMPTED TO HAVE THE ***** I PURCHASED IN FULL UNLOCKED, BASICALLY THIS IS THE DEAL, I BOUGHT THE ***** IN FULL EITHER UNLOCK MY PHNE THAT I PAID FOR OR MY NEXT STEP WILL BE TO RETAIN COUNSEL AND AND FILE A LAWSUIT WHICH *************** SURE WILL BECOME A CLASS-ACTION - YOUR CHOICE BECAUSE I AM SURE THERE IS UNTOLD NUMBER OF PEOPLE WHO HAVE PAID FOR *****S THAT YOU HAVE DONE THIS TOTHE ***** BELONGS TO ME, I PAID FOR IT, THERE WAS NEVER A CONTRACTUAL SERVICE AGREEMENT WITH BOOST AND IT WAS NEVER COMMUNICATED IB WRITING IN THE STORE NOR DID I SIGN ANYTHING THAT STATED I WAS AWARE OF SUCH AN REQUIREMENT, I AWAIT YOUR DECISION
Business Response
Date: 12/20/2022
December 20, 2022

*************************
8521 ***********., Unit A
****************, ** 76108

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

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

On November 28, 2022, we received your complaint, dated November 27, 2022, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Although your phone was active less than 12 months, your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. Please access the **** Unlock section in your settings menu and choose **** Unlock to complete the process. If that does not work, please update your data profile.

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

Please refer to the ******* Communications Commissions site regarding cell phone locking/unlocking at https://www.fcc.gov/general/cell-phone-unlocking. You may view Boost Mobiles unlocking terms and FAQ at https://www.boostmobile.com/support/faq/phones-devices/unlocking-policy.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

                *********************
Initial Complaint
Date:11/26/2022
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 could not access my account to pay my monthly service fee so I went to the Boost Store in *********. The salesclerk told me that changes had recently been made to my account (which I had not made). We changed my login info and updated my email address. She put a new *** card in my phone and then I paid $35 for my service, using my bank card. (The *** card caused all local searches to be pinpointed in *******, **********.) The next day, someone charged $2 to my card and after that went through, attempted to charge $500 worth of goods from a sporting goods store in ****, **. Thankfully, my bank stopped that transaction. A few days later, a family members card (that had paid for a months service for me a few months ago) was also the target of an attempt to purchase almost $500 worth of LA ******* baseball hats. They were to be shipped to the TMobile store in *****, **. Thankfully, the transaction was stopped as well.I went back to the Boost store (the day after paying for my service and the same day of the attempt on my card) and told the clerk what had happened and asked for a refund. She told me to contact the carrier. I did and they told me to go back to the store, which I did. I was told that the store would not refund the money. Since that day, I have received fake texts and even a taunting text that only said, Hi *****. It disappeared a few days after I received it. I can no longer use Boost Mobile as my service and sensitive information is not secure. I do have physical proof.
Business Response
Date: 12/22/2022
December 21, 2022

**********************
700 **********.
*****, ** 95620

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

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

On November 28, 2022, we received your complaint, dated November 26, 2022, filed with the Better Business Bureau.

You said your account was hacked and you visited a Boost Mobile store to have it restored. You indicated you paid $35.00 at the store. You mentioned credit cards (that were used to make payments on your Boost Mobile account) were compromised resulting in fraudulent charge attempts to occur. You stated you received suspicious text messages and you expressed concern with the customer service you experienced. You requested a $35.00 refund.

My attempts to contact you on December 8 and 9, 2022, at ************** were unsuccessful, but I left a message each time. I also sent an email to ************************* with a request that you contact me.

We recommend that you contact your credit card provider(s) to report the fraudulent activity. In order to submit a report about the store location, please provide us with an address for the location and the date of your visit.

Please be advised that 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.

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: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************

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

*********************
Initial Complaint
Date:11/26/2022
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 have used this phone service for many years. They have sense been sold out and use a call center that is not based in *******. I waited on hold for over an hour to receive information that they can only provide (account number) so I could switch service. They made it insanely difficult to cancel my service in the hopes I would give up and not cancel. If I was not actively in the store switching my service I would have tried on a different day, which is what they hoped for. The only way they gave me the information is because I told them I would be filing a complaint with the BBB. Additionally, I have an unexplained $30 credit on my account they will not give me. I want my money sent back to me.
Business Response
Date: 12/20/2022
December 20, 2022

****************************************************************************************** 26505

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

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

On November 28, 2022, we received your complaint, dated November 26, 2022, filed with the Better Business Bureau.

You said that it was a difficult process disconnecting your account because the call center is not located in *****************, which you attribute to DISH Networks acquisition of Boost Mobile. In addition, you said there is an unexplained $30.00 credit on your account that you want refunded.

We exchanged emails on December 19 and 20, 2022,but because of your work schedule, we were not able to talk directly to one another.

When DISH Network acquired Boost Mobile from T-Mobile/Sprint,there were no changes or modifications made to the locations of onshore and offshore ************* Centers; however, it appears as though the issues you were experiencing coincided with T-Mobile's decommissioning of their older 3G towers and CDMA network, which, unfortunately did impact customers with multiple carriers.

The $30.00 you reference is a credit applied to your account as an incentive to make the necessary changes to your equipment prior to the above-referenced decommissioning. It is not refundable.

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:11/25/2022
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 have been a Boost customer for a number of years and had a phone insurance. In December 2021, my phone broke and I paid the $50 fee to get a new one through the insurance. There was a problem with the phone and I went to a Boost store in *************. They had me stay there for over an hour and thought they fixed the issue, but when I left the phone still didn't work. I went back to the store and they discovered that their insurance company sent me a phone that was not usable. It was not new and it was already activated with another number. Boost said that this has happened at least a dozen of times in a month and they were having issues with the insurance company. They called someone at the insurance company who was very rude with me and said they were going to call me back the next day, but I never heard back. I had to buy a new phone and tried to work out the problem with the insurance company for months, but they were difficult and always made me wait of call back. They refused to give me a refund and I contacted the BBB. The insurance company didn't provide a satisfying solution and stopped communicating with me. I found out that there were many customer complaints against the insurance company and they sounded like a fraudulent business. I need for Boost to send me a new phone. They should be held responsible that they are having their customers use their fraudulent insurance company partner to insure their phones. I should also be entitled to getting back all the insurance fees that I have paid, as part of my Boost contract, since the insurance was not usable.
Business Response
Date: 12/02/2022
November 29, 2022

***************************************
3057 **********.
******, ** 73072

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

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

On November 28, 2022, we received your complaint, dated November 25, 2022, filed with the Better Business Bureau.

You stated that the replacement device you received is malfunctioning and you would like it replaced. You said Likewise is no longer communicating with you, and you requested a refund of all payment made to for the insurance.

Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ***************.

A refund of all the warranty payments you have made is not possible; however, I did agree to issue your account a $21.00 credit and to remove the optional phone protection through Likewize. We regret any inconvenience 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 Escalations Team
Boost Mobile
Phone Hours: 8:00 am 5:00 pm, MON FRI
**************

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

                *****************************
Customer Answer
Date: 12/08/2022

Complaint: 18463544

I am rejecting this response because:
After I submitted the original complaint, I spoke on the phone with ***************************** from Boost. He was very rude and spoke with me in a very entitled and diminishing way, unlike the way a business should speak to a valued longtime customer. I tried to tell him more about the issue I was having with the service, but he was interrupting me, speaking over me and wasnt letting me speak. I do have a foreign accent, which I suspect was the reason he was treating me as if I was less than smart. I asked to speak with someone else,but he said he wont allow it, because he was the one who was put in charge of this claim. He also said that no one else was available. I asked when they would be available, and he said never. I asked why, and he again said because he was in charge of the claim. I was hoping that the call was being recorded,so a manager could listen to it later and hear the tone he was using with me, but he said that it wasnt being recorded.

I am trying to resolve an issue with the Boost phone insurance through their provider Likewise. Likewise has dreadful reviews and many complaints against them, similar to mine. I told ***************************** that they were difficult to work with and have stopped communicating with me. He said that Likewise were a great provider and everyone was using them and was very happy with their services. I said that they have bad reviews and he spoke back, saying that no one leaves good reviews, just the bad ones. He said that as a courtesy he will cancel my insurance and refund $21 for the past three months, which is more than anyone would ever offer me. I thought that was a very rude comment. He told me to call the Boost customer service line and Likewise. I called both after I spoke with him. The Boost customer service didnt help, and Likewise said they would call me back when they speak with their manager, but havent called yet.

At this point, I am very frustrated with *****************************,Boost and Likewise. I just want Boost to either send me a working phone, or refund me for all the years I have been paying them for a useless insurance,plus the $50 I paid when I filed the claim for my broken phone. I also want a personal apology from *****************************. No company should allow someone with such tone to interact with their customers.

Sincerely,

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

***************************************
3057 **********.
******, ** 73072

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

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

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

You expressed further concern that Likewize (formerly Brightstar) is not responding to your claim. You requested a full refund for years of monthly premiums paid for their product coverage or a replacement phone from Boost Mobile.

These concerns were previously addressed both over the phone and in my letter. Likewize is a third party company not owned or operated my Boost Mobile or its parent company. A refund of all the warranty payments made cannot be refunded. You will need to work with Likewize to receive your replacement device.

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 5:00 pm MT, MON FRI
**************

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

                *****************************
Customer Answer
Date: 01/08/2023

Complaint: 18463544

I am rejecting this response because:
This response does not address my concerns. Refer to my previous complaint. First, I tried to resolve the issue with Likewise again, with no success. If Boost's subcontractor Likewise is not addressing the problem, I need for Boost to step in. If Boost is not going to refund me for all the fees I paid them for my phone insurance (which is useless), they need to at least replace the faulty phone or repair it. Boost is aware that Likewise has a bad reputation and does not provide adequate service, but they still continue to use Likewise for their customers.
Second, my previous complaint also contained a complaint against Boost's employee *****************************. When I originally called Boost with my complaint, he was very rude and insulting, and spoke with me in a ridiculing way. This is also described in my previous complaint letter, but it not addressed in Boost's response. Someone else other than him should handle my complaint, such as his supervisor.

Sincerely,

***********************************
Business Response
Date: 01/20/2023
January 19, 2023

***************************************
3057 **********.
******, ** 73072

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

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

On January 17, 2023, we received your second rebuttal, dated December 13, 2022, filed with the Better Business Bureau.

You maintain your request for a full refund of what you paid for phone insurance, or to have your phone fixed or replaced. You also mentioned the customer service you received.

These concerns were previously addressed over the phone with you and in my two responses. Likewize is a third-party company which is not owned or operated by Boost Mobile. You will need to work with Likewize directly for a resolution.

I regret that the customer service you received did not meet your expectations.

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 - 5:00 pm MT, MON -FRI
**************

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

                *****************************
Customer Answer
Date: 01/30/2023

Complaint: 18463544

I am rejecting this response because:

Boost is still not offering a solution that compensates me for all the trouble and the resources I've spent. They should offer a workable solution to repair or replace the phone, or compensate me for all the fees I paid for an insurance that's not usable and for the $50 I paid as a copay to have my phone replaced, but didn't get the service.

Also, if you read my previous comments, part of my complaint is regarding the unacceptable attitude and offensive customer service provided by **********************'s employee *****************************. He should not be allowed to handle this complaint, as he is mentioned in it. My complaint should be handled by his superiors. He has purposefully tried to block my ability to talk to his supervisors, or to another Boost employee who could be helpful.

Sincerely,

***********************************
Initial Complaint
Date:11/25/2022
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 made a purchase online with boost mobile for the promotion they had for a iPhone se , I made the purchase November 11,2022 and the payment was successfully processed , I was told I would be receiving the tracking number via email . It never came I contacted boost mobile and was told that the item was out of stock so I reached back out and requested a refund for the order since it never came and was out of stock they created a ticket and told me wait $ business days to see if it was approved, I checked back in and it was denied so I asked whats going on with the order they tell me to wait and see if the package comes or wait for a tracking number , its been 2 weeeks and neither phone or tracking number has came , and they are denying me my refund .
Business Response
Date: 12/05/2022
December 2, 2022

Ms. ********* King
231 *********.
*******, ** 02840

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

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

On November 28, 2022, we received your complaint, dated November 25, 2022, filed with the Better Business Bureau.

You said that you have not received the iPhone SE that you purchased on November 11, 2022. You requested a refund.

We submitted a refund request of $94.20 to your PayPal account. Please allow three to five business days for processing.

We regret any inconvenience 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 Escalations Team
Boost Mobile
Phone Hours: 8:00 am - 5:00 pm, Monday Friday
**************

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

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

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