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

4,976 total complaints in the last 3 years.
1,509 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/11/2025
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 had switched cell phone providers from Boost to another company and I had a balance due on my business phone. After the switch, I requested an invoice since I need this information to submit to the *** for tax filing purposes and after more than 4 calls and an in retail store visit, every single person told me that it is not possible for them to provide me with an invoice for my phone payment. This is absolutely unacceptable as I paid over $600 to pay off the phone balance and after the service shuts off, all they do is send a generic "receipt" that contains no information about what the amount was used for.
Business Response
Date: 04/17/2025
April 15, 2025

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

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

Dear Mr. ***************** April 11, 2025, we received your complaint, dated April 11, 2025, filed with the Better Business Bureau.

You said that you switched your service to another provider and paid off the remaining balance on your phone,which amounted to over $600.00. You requested a detailed invoice for the final payment along with your payment history.

Please note that all of the requested documentation is available on the app. I emailed you your payment history and a copy of the device finance agreement for your convenience.The final statement reflects a ************************** showing the final device payment of $611.07.

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

Sincerely,

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

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

****** ********
Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been calling Boost Mobile over 9 days complaining to them I am not receiving the phone services I'm paying for! I've been connected to technical support at Boost mobile numerous times and hung up on after extremely long holds without anyone calling back! Boost has never solved nor attempted to solve the issues with the services they claim to provide and I'm paying for ! Boost mobile has also disconnected my phone several times before the payment is due ! Example : I received a reminder by text from boost my bill was due on April 6 , 2025 but boost mobile disconnected my phone on April 6 , 2025 & they've done it months prior as well !! I'm visually impaired and have explained this to boost mobile numerous times throughout my complaints to boost last 10 days & told boost mobile it's not far to take my money and not render the phone services I'm paying for!! I told boost mobile being visually impaired, I really need my phone!!
Business Response
Date: 04/29/2025
April 23, 2025

Mr.Nyoki Najasake
****************************
*********, SC 29730

Re:          BBB Complaint #********
663302816864 - ************

Dear Mr. ******************* April 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

You said that you are not receiving the service. You also expressed concern regarding the notifications you receive regarding your balance due and the date.

My attempts to contact you by phone on April 22 and 23, 2025, were unsuccessful;however, I left a voice message each time.

A review of your account reveals that you contacted us on April 5, 2025, to troubleshoot. I would be happy to assist you with receiving additional support.Customer care is available from 8:00 am to midnight ET at **************. You can also visit our website (**********************************************************************)for additional support information.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/10/2025
Type:Sales and Advertising 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 Want My Phone's Unlocked and refund.on Dec 9 we switched to boost mobile we purchased 2 phones and a mo by mo PMT of ***** for 1 yr 1st phone 25 mo 2nd ***** we were charged ****** for dec purchase of 2 phones and 1st mo activation Jan ***** Feb ***** mar ***** they refused to credit me back stating we don't do that .they stated they would credit in April then attempted to argue with me and I got annoyed with their incompetence and having to argue every mo over being cheated! On April 7 I had enough and called to switch my service with Metro while on phone with both Metro and boost ***resentatives to confirm my account and unlock it they told Metro it was done then even though our account was paid til the 9th they shutdown our phones after boost *** begged us to stay i said no I've had 2 heart attacks in 17 mos and can't have the stress anymore their company boost is corrupt and liars we had no contract and were not informed we had purchased locked phones! Would have never bought or switched to them had I known what liars and their corruption! So I either want them to buy back their phones and refund over payment for each month or unlock both phones! But I want my overpayments plus the 2 days of service they cut off ******* deceived us the consumer no contract or information about locking the phone we received nothing from them but they took our money under false pretenses they should be shut down for their corruption and lying to the consumer we own the phones outright they should have to inform a customer before they lie .so I want my over payments per mo and either the phone's unlocked or refund for them both.and their business boost mobile gets an f- for being liar's and thieves shameful was treated extremely poorly by everyone they all lied and told different stuff absolutely incompetent employees and supervisors . I'm filing with *** attorney general of fl agriculture fl ******** fl these companies need to be investigated!
Business Response
Date: 05/06/2025
May 1, 2025

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

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

Dear ************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

You stated that you purchased two phones with service in December 2024, and you were supposed to be charged $37.50 per month for two lines. You indicated that you were charged $241.80 for the purchase of the phones and first month of service. You were then charged $38.60 in January and February and $51.10 in March. You transferred your service to another carrier in April. You requested to receive a refund (for the overpayment), and that your phones be unlocked.

Our records show you signed up under a promotion offering half price for your second line. Your initial payment of $241.80 was for the cost of the phones with taxes and the first month of service. Your monthly rate for each line was $25.00 with $0.55 tax. A credit of $12.50 was applied to your account each month. Your normal monthly rate for two lines under the promotion was $38.60. Please note, taxes are not discounted.

A review of your account revealed the March 2025 credit of $12.50 was not applied causing your amount due on March 9 to be $51.10. However,it was applied on March 10, along with a $12.50 credit for the April 2025 bill.On April 7, 2025, you ported out your number and canceled the account. Therefore,your total overpayment was $12.50 for the March 9, 2025, billing date.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however, I made an exception and authorized a $12.50 refund. Please allow seven to ten business days for processing. I also submitted a request to unlock your devices. You will need to enter a PIN code for each:the code for the device with IMEI *************** is ********, and the code for the device with IMEI *************** is 20828224.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 05/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:04/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for their promotion 15 per month for 3 months after the first month they increased the rate to ***** so I called to cancel and their foreign customer service *** said they would not refund my money.
Business Response
Date: 04/29/2025
April 25, 2025

Mr. *** ********
****************************
******, GA 30439

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

Dear ***************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

You said that you signed up for service at $15.00 a month for the first three months; however, on the second month, you were charged $26.59. When you called to ask for a refund, you were denied.

To ensure that your monthly rate is correct after the promotional period expires, you will be charged the full rate in the second and third months, and a $10.00 credit will be applied to readjust the amount. For example, on April ******, you were charged $26.59, and immediately following that a $10.00 credit was applied to readjust the balance down to the correct monthly rate; therefore,a refund is not warranted.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 04/29/2025

Complaint: 23189174

I am rejecting this response because: I asked them to cancel the line of service at the time of over charging, I. Do not plan on going forward with this company that fails to honor their own promotion then wants to issue a credit to make up for their mistake.

Sincerely,

*** ********
Business Response
Date: 05/06/2025
May 6, 2025

Mr. *** ********
****************************
******, GA 30439

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

Dear Mr. ******************* May 5, 2025, we received your rebuttal, dated May 5, 2025, filed with the Better Business Bureau.

You said that you rejected my initial response because you asked to cancel service due to being overcharged. You do not plan to continue with the service because you view our process of issuing a credit as a means of making up for a mistake.

In your original complaint, you stated that you called in to cancel and request a refund, which was denied.

This is a prepaid account; therefore,all you need to do is stop paying and service will be suspended and eventually canceled. However, per your request, I have canceled the service. As stated in my email today, if you want to retain your phone number, you must act immediately to port it to another carrier. I also sent the port-out PIN to your phone to expedite this process.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/10/2025
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 placed an order online at 0531 on 3 April, received confirmation. - At 0751 on 3 April, received notice that my order did not process. I called and they couldn't tell me why. - At 0900 on 6 April, I received an email thanking me for my payment of $113. - At 0902 on 6 April, I receive an email that my order did not process. - At 0904 on 6 April, I receive another email with my order details, and my card is charged $113. - At 0531 on 10 April, I receive an email that my order did not process. I spent over 1 hour on the phone on 9 April and spoke to 4 different people and have still not received my refund despite having received 3 emails from Boost Mobile confirming that my order did not process. Their customer service agents are not helpful, claim they cannot do anything to refund my money, and are extremely rude and condescending.
Business Response
Date: 04/23/2025
April 23, 2025

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

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

Dear **************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

You said you placed an order for a device, but it was canceled and you were still charged. You asked for a refund, but you were unable to obtain one.

Our records show a $113.00 refund was issued to the card ending in 9259 on April 16, 2025.

We apologize for any inconvenience.

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

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 04/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** *******
Initial Complaint
Date:04/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/25/2025 I went to the boost mobile store to get a new mobile phone and service. I applied for in store financing on the device in which i was approved. After making my payment of $189.74 at around 12:30 I was told i was ineligible for financing. I requested a refund in which they told me would take 7-10 business days. I waited almost two weeks then returned to the store. They then told me the phone had been activated without me having possession of it and without my knowledge as well as needing to be deactivated I was also told by deactivating the phone i would be charged the remaining loan balance of over $1200. I still have yet to receive a refund or a time frame of the refund. The employees seem to have know clue where my money went or how to get it back to me.
Business Response
Date: 04/30/2025
April 25, 2025

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

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

Dear ************************** 16, 2025, we received your complaint, dated April 10, 2025 filed with the Better Business Bureau.

You stated that while visiting a retail location, you applied for Boost Mobile financing and put a down payment of
$189.74 on an iPhone 16 Pro Max. However, Consumer Protection flagged the application,causing it to be rejected.
You did not receive a refund and you were told you would be required to pay the loan's balance.

Retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. Our retail liaisons have contacted the location on your behalf and confirmed a full refund was
initiated on April 22, 2025. Please allow 7-10 business days for processing. As of April 25, 2025,the loan
agreement was removed from your account.

We regret that your experience was unfavorable.

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

Sincerely,

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

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

****** ********
Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost mobile advertised an iPhone 15 for 149 which intrigued me to buy on 3/6/25. One of the worst mistakes I could have ever made. I was lied to by a sales rep ******* several times. The total came up to 390. The stated the phone was 149, however I had to pay taxes on the original amount of the phone at $799. He did not allow me to see the breakdown cost. How is that legal? ******* also stated that i would have to pay $60 phone bill the first month and then Ill be able to switch it to the $25 plan. It was also mentioned that this phone would be unlocked within three days of purchased because it is fully paid off. However when I got home and set up an online account, the blatant lies began to reveal itself. I was overcharged, my receipt and online account displayed different prices, I was charged for a protection plan I was never told about. So I returned 3/7/25 to return the phone. I spoke to the manager via ********* phone and was told that I couldn't return the phone for a full refund, that I would not get the phone bill money back or taxes. He offered me only $200 but I paid 390 again how is this legal. The manger then informed me that I had to keep the 60 plan for 6 months and that the phone was locked for a year. They lied to me!! He stated for the inconvenience he would give me a bill credit for 3 months free and switch me to the $25 plan on the fourth month fast forward 4/6 I was charged $60 for a plan that was supposed to be free, i go to the store that provides me a partial credit and was told to contact the online store for a refund. ***** what online store stated they cannot give a refund. *** this company is a fraud! My online charge shows $144 but my receipt shows $240 there is $96 unaccounted for! I want my $60 and my $96 refund and because the phone is full paid off I want out of boost mobile,UNLOCK MY FULL PAID PHONE all they've done was lie and be deceptive, I already reached out to the *** for a formal complaint. They need to be shut down!!
Business Response
Date: 04/29/2025
April 24, 2025

Ms. ******* ******
*******************
Tamps, ** 33580

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

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

You said that you were lied to by a store employee about everything from the phone cost, to the unlocking of the phone, to the terms of the service plan and the refund policy.

When we spoke today, I explained that retail stores are independently owned and operated; therefore, we have limited oversight of their policies,procedures and daily operating guidelines. However, your concerns have been forwarded to our *********************** Team for review. They will contact the store on your behalf. Please note that you may be contacted to discuss a potential resolution.

Sincerely,

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

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

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

Customer Answer
Date: 04/29/2025

Complaint: 23187010

I am rejecting this response because: no one has called me.

Sincerely,

******* ******
Business Response
Date: 05/09/2025
May 6, 2025

Ms. ******* ******
*******************
*****, ** 33580

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

Dear Ms. ***************** May 5, 2025, we received your rebuttal, dated May 5, 2025, filed with the Better Business Bureau.

You rejected our response stating that no one has called you.

As stated in my response to your initial complaint, I informed you that our *********************** team would review and you might be contacted,but this was not an implied or expressed guarantee. This was also conveyed on our April 24, 2025, call.

The matter at hand was reviewed with the stores ownership team and they said they explained to you all aspects of the transaction, including the plan and unlocking requirements. They also said they offered you a full refund minus the $35.00 setup fee (which is non-refundable), but you rejected the offer. Due to the amount of time that has passed, this offer has been withdrawn; however, although not in accordance with policy, they will issue a refund for the setup fee if you would visit the store. Should you decide to accept this offer, we recommend that you contact the store in advance of your visit to ensure the appropriate personnel will be available. Please remember, as discussed, retail stores are independently owned and operated and we have limited oversight of their policies, procedures and daily operating guidelines.Therefore, you must now work directly with the stores ownership team regarding this matter.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/11/2025
Ive submitted an earlier complaint towards this company months back, regarding adding charges without my consent ,lying about the phone plan downgrade timeframes and being charged more in store vs online receipt. Yet here I am back again. I attempted to go into the boost mobile store on US41 to get my bill corrected and paid. Upon taking to the representative *******, he stated that I have to pay the incorrect amount FIRST an order to get the bill reduced to the $25 plan as opposed whats listed on my receipt. I expressed frustration with this option because this is not what was agreed on and placed on their receipt. I opt to speak to the manager. ******* contacted the manager via phone and told me that I needed to leave. Confused as any one would be, I questioned the reasoning behind such a request. He preceded to put the phone on speaker and the manager stated thats he was refusing my service because I contacted corporate. Ive been lied to since March after the purchase of an iPhone 15. Of course I wanted to let corporate know of the unprofessionalism and distasteful tactics that are being practiced here. He mentioned to go to other boost mobile stores. However because locations are independently owned and ran THIS LOCATION ASSURED ME THROUGH VOICE AND PAPER MY BILL WOULD BE $25 the duration of my year term. So this makes the contract null and void!! I want my money back on the phone OR unlock my phone so that I never have to deal with these deceitful acts again. To tell a current customer to leave the store because corporate was called for legitimate reasons is a slap in the face
Desired Resolution
Refund; Unlock phone; Billing adjustment
Business Response
Date: 06/30/2025
June 27, 2025

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

Re:          BBB Complaint #********
                ************** -2025-06-12934

Dear ************************** 25, 2025, we received your second rebuttal, dated June 25, 2025, filed with the Better Business Bureau.

You maintain that you were given misleading information by the retailer regarding the iPhone 15 purchase you made in March 2025.

A review of your account shows that your service plan has been successfully moved to the $25.00 plan. Please note that, in accordance with our Unlocking Policy,the device must remain active on our network for one year to meet the eligibility requirements for unlocking.

We appreciate you bringing this matter to our attention and sincerely apologize for any confusion or inconvenience this situation may have caused.
Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 8th 2025 I had to go in and replace my phone because the phone that I bought in December 2024 was not working. They told me the phone was bad I had to buy a new one. They didn't offer any kind of refund on a bad phone so I paid full price for a phone. I total sales lady that I didn't want any insurance. I told her I didn't believe in insurance and talked to her quite a bit about it; however, she still put it on my bill as an RTR charge of 52 cents. That covered the remaining period of my billing cycle. When I got home and looked at the bill, I figured out that RTR was an insurance charge, so I immediately called on either the 8th of the 9th and told boost that I didn't want the insurance. They canceled the insurance; however, on the 10th when my auto bill came out they charged my discover card $7.52 for the insurance. I called them to try and get a credit on my discover card and they told me several times that they would credit my bill however the credit never came in March so I called them again and they again assured me they would credit my bill but when my April bill just came on the 10th, they had still not yet applied a credit. At this point I think they're just lying to me and will never apply a credit. My bill has always been $30 and it's now $30 however for one month they overcharged me for something I told him I didn't want and they promise to remove.
Business Response
Date: 04/23/2025
April 19, 2025

Mr. ******* Rome
*****************
*******, LA 70123

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

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

You said that you replaced the device you purchased in December 2024, but the store did not offer a refund for your old phone. You also stated you were charged for device insurance even though you did not ask for it. In addition, you never received the credit you were promised. You requested a refund.

There are no returns or refunds for devices outside the first 30 days if purchased online. Any refund requests must be addressed with the particular store in question.

The device insurance was removed from your account on February 10, 2025. I applied a courtesy credit of $8.00 to your account.

We appreciate you bringing your store experience to our attention. I forwarded this to our retail team for internal investigation.

Your refund request is declined.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
bought service for 2 phone lines from them and activated the sim card with service paid for and still have no service. i spent 6 hours on the only line they allow through and got no help being they could not send the verification pin to my email even though they were doing that to log into the account. they insisted it had to be through sms text message knowing the phone could not recieve such messages and sent me to another department for "advanced" verification and then told me i could not be verified or have my money back.
Business Response
Date: 04/25/2025
April 23, 2025

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

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

Dear *************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

You said you purchased two phone lines,but you do not have service on either and you were unable to verify your account. You requested a refund.

My attempts to contact you at ************** on April 22 and 23, 2025, were unsuccessful. I also sent an email to ******************* with a request that you contact me.

Our records show the line ending in 2087 is pending activation. If you wish to have further assistance activating/canceling both lines, you can reach out to me directly at ************** or customer care at ****************. A refund cannot be issued until your lines are canceled or ported to a new provider. You must initiate this request before May 4, 2025.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes
to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note: this has no effect on your service.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The evening of Friday, April 4, 2025, I went into the Boost Mobile Cell phone store located at ********************************************. I purchased an Apple iPhone 13 for a total price of $411.75. The said it was an $800.00 and was the best phone I could but. He assured me that the phone was a brand new phone and not a refurbished one and it was of excellent quality. I paid $200.00 on my debit card and $211.75 in cash. On Saturday, April 5th, as I was driving out of state, I discovered Maps navigator system did not work, text messaging did not work and the internet did not work. On Sunday, April 6, 2025, I took the phone back to the store and the gentleman took it OFF air plane mode and assured me that was what the problem and everything going forward would be fine. The phone still was not working correctly, so on April 7, 2025, I went back to the store and the gentleman said the phone needed to be "updated" and said he GUARENTEED 100% that the phone would be fine after that and if it was not we could bring it back for a full refund. on April 8, 2025, the phone is still not working properly and I went back to the store and there was another man there that refused to give me a refund and threatened my wife by getting in her face yelling and becoming very irate, so she called the police. These gentlemen refused to cooperate with the police and we still have a phone that is not working properly and we want a full refund.
Business Response
Date: 04/30/2025
April 28, 2025

Mr. ******************************************************************************************************************************* BBB Complaint #********
                ************

Dear **************************** 16, 2025, we received your complaint, dated April 9, 2025, filed with the Better Business Bureau.

You said that you purchased an iPhone 13 on April 4, 2025, at a retail store.The next day, you had issues with navigation and text messaging. When you returned to report this, you were told it was due to it being in airplane ******** turned off airplane mode, but this did not resolve the issue. When you returned to the store a second time, you were told the device needed to be updated. You were advised that if this did not resolve the issue, you would receive a refund. However, the issue was not resolved and the store now refused to issue a refund.

Although retail stores are authorized to sell our products and services, they are independently owned and operated and, aside from payments made for service, they retain all funds paid to them. Therefore,you will need to work directly with the stores ownership/management team to resolve this issue. However, your concerns have been forwarded to our *********************** Team for review. They will contact the store on your behalf. Please note that you may be contacted to discuss a potential resolution.

Sincerely,

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

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

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

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