Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

• 

  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

• 

  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

• 

  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

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:03/30/2025

  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 almost don't know where to begin as I have so many issues involving this company. So I'll just start from the beginning about 10 months ago I got service with Boost Mobile. From the get-go I experience horrible Service drop calls when it would actually even connect at call. Multiple attempts to find some sort of resolution with that fell on deaf ears as customer service is not existent and they do actually show up for the game they're rude like any sort of English speaking skills that you can discern irrational statement and have a conversation with, and Clueless to anything to do with a company they're working for so they have no help. One issue one of the main issues is the phone that I was purchasing through them a ******** Razor folding phone after about a month the screen split in half where it folded leaving an unusable after multiple attempts to get a new phone or this one fixed as I pay for the insurance and still in paying for it I had no success I've been hung up on passed on to other agents never got anything done so I went ahead and bought a third party phone unlocked from ******* they had nothing to do with them or their company. It was my phone brought to the service the only thing that they had to do with it is I put the *** card in the phone to use it with my non-existent c*** service. After enduring 10 months of h*** with them I called told him to cancel my service that I was not using them anymore and I'll be using another company they assure me that the service was canceled I wash my hands the whole thing try to move forward when I got my new *** card kit from ****** Wireless I could not use it as the phone was locked it said that I needed to get my previous carrier to unlock it which they refused to do even though it's my phone has nothing to do with them. My other complaint is for the past 2 months though my service was canceled 2 months ago they have charged me and will not refund my money and I'm a disabled veteran and every ***** counts

  Business Response

  Date: 04/17/2025

  April 16, 2025
  
  
  Mr. ***** ******
  ***************
  ******************
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear Mr. ***************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
  
  You said you have been experiencing service issues that you were unable to resolve through customer care. You also expressed frustration with Likewize not repairing your previous device, so you had to purchase a new one from *******; however, it is locked to our network. In addition, you stated that you canceled your service two months ago, and you inquired about a refund.
  
  My attempts to contact you at ************** on April 12 and 15, 2025, were unsuccessful, but I left a message each time. I also sent an email to ********************* with a request that you contact me.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
  
  Likewize claims are subject to approval and we cannot guarantee your filed claim will be approved.
  
  To look into your unlock request, please email the proof of purchase (including the devices IMEI number) to me at ****************************************.
  
  There is no record of a request from you to cancel the service. If you wish to cancel service/port out your phone number, please contact customer care at **************.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, your request for a refund is declined.
  
  Sincerely,
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23135963
  
  I am rejecting this response because: at this point, I do not care if yiu unlock MY phone. 
  I don't want a refund. I just wnzt you to stop 
  Sincerely,taking money out of my bank a count for servixe I have nsrver even been able to use. I don't care what you say in regards to service working in my area as it does not it has never worked in the year that I had your garbage service at this point I don't want refunds I don't want new phones I don't want unlocked phones I just want you to get out of my bank account and to leave me the h*** alone. The countless and I mean countless complaints filings with the BBB horrible reviews up and down the internet speak for itself in regards to you and your company service and treatment customers. Again I just say please in my service please stop taking money out of my account keep what you've taken already which is basically stealing for me I'll smash this phone that you have locked that is my personal phone to Pieces rather than have you have anything to do with it. You should be ashamed of yourself your company should be ashamed of itself and again I'm not the only one screaming this the internet speaks for itself the review speak for itself the countless filings with the BBB speaker itself I do not want to deal with you anymore I don't have anything to do with Boost Mobile just stop taking my money. I'm so frustrated and disgusted I can't hardly think straight.
  ***** ******

  Business Response

  Date: 04/30/2025

  April 29, 2025
  
  
  
  Mr. ***** ******
  ***************
  ******************
  
   Re:         BBB Complaint #********
                  ************ -************
  
  Dear *************************** 25, 2025, we received your rebuttal,dated April 25, 2025, filed with the Better Business Bureau.
  
  You rejected our response expressing frustration with Boost Mobile automatically withdrawing payments from your bank account, and you maintain that you have been unable to use the service.
  
  I again attempted to contact you by phone at ************** and ************** on April 26 and 29, 2025, but was unsuccessful. I also sent an email to ********************* with a request that you contact me.
  
  As previously stated, Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
  
  In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
  
  Boost Mobiles postpaid service requires enrollment in AutoPay. As a courtesy, I removed ******* from your account. Please note that after 90 days of non-payment, your account will be cancelled and you will lose your phone number.
  
  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:03/29/2025

  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.

  I purchased a line with Boost mobile for my son. I used my debit card to pay the bill, but put his name for the person who would be using the phone. When the sim card arrived the phone kept saying it wasn't on a network and could only make emergency calls. I called customer service to get it activated. ******* told me that the account had to be verified. I asked her what verification entailed and she refused to tell me. I told her the account was for a minor. She then proceeded to tell me that they couldn't verify the account cause it was a minor. I told her that the debit card used to purchase the line was mine and they never asked for any of his information i.e. DOB or anything so there was no way they can see it is an account for a minor. She refused to refund me my money and then refused to let me speak to a supervisor. Stated that the supervisor can't override it once the decision about verification was made by her. I would like a full refund. I paid $17.08.

  Business Response

  Date: 04/07/2025

  April 3, 2025
  
  
  
  Ms. ******* ****
  ****************
  ************, ** 19142 
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear ************************* 1, 2025, we received your complaint, dated March 29, 2025, filed with the Better Business Bureau.
  
  You said you purchased a device, but you were unable to fully activate it. You expressed frustration with the verification process because the account is for your son, and you cannot get past it. You requested a $17.08 refund.
  
  My attempts to contact you at ************** on April 2 and 3, 2025, were unsuccessful. I also sent an email to ***************** with a request that you contact me.
  
  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.
  
  In order to be eligible for a refund under the 30-day money-back guarantee, you must port in your phone number and enroll in autopay.Because you did not port in the phone number, you would not be eligible for a refund.
  
  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
  
                  ****** ********
  
  

• Initial Complaint

  Date:03/29/2025

  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 switched to Boost in 2023 exclusively for the new iPhone every year program. When the time came for the upgrade, I switched phones, boxed up the old phone and sent it back in the return packaging provided by Boost. While it was in transit I received several we havent received your trade in emails. I called and used the chat option many times to confirm that the phone had been sent and if I needed to do anything further on my end. Each time I was told, You are still within the time limit, so we can wait until the deadline. I finally spoke to someone again after the deadline and he informed me that my phone had been received and they would credit my account accordingly. Problem solved, I thought, finally! Until they started charging my bank account for 700 plus dollars for the trade in they now say they never received! After speaking to several very rude customer service agents, I decided to transfer my service to a different company. Boost gave me zero options for what I consider to be completely their fault. At one point they had the trade in phone but now they are charging me for it. How is that legal? After termination I had planned on returning my upgraded phone as I have done with countless other carriers with no issue only to be told that it is not an option. They are now charging me over 1700 for a phone I have already returned and I phone I no longer need. They also have not stopped trying to charge my bank account every single day after I have repeatedly requested for them to stop and send me a bill or set up a payment plan. Absolutely abysmal customer service and fraudulent practices.

  Business Response

  Date: 04/16/2025

  April 9, 2025
  
  
  
  Ms.****** *****
  **********************************************************************************
  
  Re:          BBB Complaint #********
  993879108138 - ************
  
  Dear Ms. **************** March 31, 2025, we received your complaint, dated March 29, 2025, filed with the Better Business Bureau.
  
  You said that you returned an iPhone 15, but you were still charged for it and you would like this reversed. You also want to return your current device, as you no longer need it.
  
  I contacted you by phone and left a voice message.
  
  A review of your account reveals that the iPhone 15 was returned and the charges of $638.85 reversed.
  
  Our records show that you are outside of the return window. As a result, we are unable to accommodate your return request.
  
  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:03/28/2025

  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.

  Boost mobile charged me $384.74, on January 22, 2025(the payment was moved from processing to officially being transferred from my account on February 27), after I placed an order for a new iPhone. I placed the order over the phone with a Boost mobile representative and was told that my order would be shipped that Monday, January 27. I had 2 day delivery as well. January 27, 2025 I received an email that my order could not be processed. I have been talking to Boost mobile agents ever since because they will not give me a refund. I have been in an ongoing cycle for almost the past two months about the order supposedly being in process and can not be cancelled , some say that the order actually does show as cancelled, and some agents saying that there is an investigation into why the order was not delivered. I want my refund, seeing as though, Boost Mobile not delivered the device. This has been the worst customer service experience of my life.

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  
  
  Ms. ***** ********
  10400 ******************* Trl.
  *******, ** 76123 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ******************* March 31, 2025, we received your complaint, dated March 28, 2025, filed with the Better Business Bureau.
  
  You said that you ordered a phone on January 22, 2025, and you were informed it would ship on January 27, 2025.However, on the intended shipping date, you received an email stating the order could not be processed. On February 27, 2025, your credit card was charged $384.74 for this device. You have requested a refund since then, but to no avail.
  
  Our records show that a refund was issued on April 11, 2025. We apologize for the delay and any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:03/28/2025

  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.

  Hello, I am writing about a number port-out concern and Boost Mobile's inability to fulfill my request. In essence, they are denying my right as a consumer to take my mobile number to a different wireless or other telecommunications carrier. I have two mobile phone numbers on my account that I have tried to port out to two different carriers. I have called Boost Mobile at least five times to ask status and/or for them to be manually released. Instead of completing my request I am repeatedly asked to "confirm" additional information, verification codes, and time-waste measures. One time I was informed that it is in progress but the other carriers I have tried to switch to both indicated that I need to ask Boost to manually release the numbers. I have also reported this with the ***.

  Business Response

  Date: 04/16/2025

  April 11, 2025
  
  
  
  Mr. ******** ********
  **************************************** 4F
  ********, ** 10031 
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear Mr. ******************* March 31, 2025, we received your complaint, dated March 28, 2025, filed with the Better Business Bureau.
  
  You said that you attempted to port out your phone number, but we are not fulfilling your request. You indicated that you are repeatedly asked to verify your account and are unable to obtain your port-out information. You requested your phone number be released.
  
  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.
  
  Our records show your phone number was ported to a new provider on March 28, 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
  
                  ****** ********

• Initial Complaint

  Date:03/27/2025

  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.

  Horrible issues, the entire start to finish was a catastrophe. Refusing to give me a refund, for service that does not even work. I'll be warning everyone I see, to never use boostmobile, that much is certain. I was told my phone was compatible, however the person assisting me had absolutely no idea as to what she was doing, she struggled to put the sim card into my device. If I am not contacted, and full refunded, I will take this as far as I have to.

  Business Response

  Date: 04/21/2025

  April 17,2025
  
  
  
  Mr. ***** ******
  ***********************************>**********************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Mr. ***************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.
  
  You expressed concern with your experience at a retail ********* requested to be contacted and a full refund issued.
  
  When we spoke today, you went into further detail. You indicated that the employee had trouble with inserting the *** card and eventually got it in, but the phone only worked for a short time. You also expressed concern with the information you were given and the general cleanliness of the store in question.
  
  I agreed to refund the initial service payment of $30.58. I will also forward your feedback to our *********************** team for an internal review.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:03/27/2025

  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 turned off my service today 3/27/25, but I paid my bill 2/27/25 so today would be day 29, not the 30th day. Boost was not supposed to interrupt my service until March 31st as it was paid up in advance until March 30th. I called boost they said I have to go into a boost mobile and give them my id to verify me/who I am. I don't have a car and I am not taking a **** to give my id to verify who I am. I shouldn't have to jump through hoops to get boost to fix what they broke. I am not paying the next bill until March 31st as I already paid up until March 30 and to pay today means I 've paid for 3/27-3/30 twice, I want a refund for today 3/27, 3/28. 3/30. for suspended service that shouldn't have been suspended

  Business Response

  Date: 04/16/2025

  April 10, 2025
  
  
  
  Ms. ******* *****
  ********************
  **********************;
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Ms. **************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.
  
  You expressed concern that your service was suspended on the 29th day of your billing cycle. You also expressed frustration that you were told to go into a store to verify your identity. You requested a refund.
  
  You have Boost Mobiles prepaid service; therefore,the entire account balance is required to be paid in advance of the new billing cycle start date, which is the 29th day in the billing cycle.
  
  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.
  
  Your request for a refund has been denied, as you have been billed correctly. Additionally, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.
  
  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:03/27/2025

  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.

  I ordered 2 phones on 03-13-25 I received an empty box from *** on 03-17-25. I have been calling boost mobile and *** since and there is still not a resolution. Boost mobile corporate office was looking into it and today was the day that they were supposed to resolve it. I called twice today and there is still no update 1Z0R954E4204976520 please help me

  Business Response

  Date: 04/16/2025

  April 2, 2025
  
  
  
  Ms.******** *******
  ************************
  ********,IL 60085 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ****************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.
  
  You said that you purchased two devices, but you received an empty box. You escalated this with us and *** and you would like a refund.
  
  A review of your account reveals that a refund of $279.04 was provided on March 27, 2025.
  
  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:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a boost mobile customer for over 10 years. I was on there "lifetime" plan of $25/month. In January of this year (2025) I ordered a new phone which required a higher plan rate of $50 /month. After using the new phone, I returned it within one week. After I returned the new phone, I wanted to switch back to my original $25/month plan. I was told I could not do that and that I needed to wait 3 months and then I would be able to switch back. In the interim, I was given a $20 credit for the next 3 months. After 3 months I contacted Boost and requested to switch back into the $25/month plan. I was told this was not available. I was also told by Ren (***) in the ******************** that I agreed per contract to continue subsidizing the new phone that I returned for one year. They refuse to lower my plan to the $25/month rate despite the fact that I returned the prior phone. All I am asking is they return me to the $25/month plan as they informed me they would. They refuse to do this and are relying on faulty legal analysis continuing to force me to subsidize a phone that I returned and no longer own.

  Customer Answer

  Date: 04/01/2025

  The matter was resolved satisfactorily. Thank you for your assistance.

• Initial Complaint

  Date:03/26/2025

  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.

  I pay my bill ***** Month. I have attached proof of this. Boost was charging an old debit card because I forgot to update to my new card information. They were charging $57.79. I was getting emails of $57.79 due. On the website it showed $57.79 due when I was going to update my card information. *****thing was $57.79. Suddenly, my bank says DOUBLE was charged. $115.58. I Did not ok this, I did not authorize this, NOR was I shown this amount on any type of bill or transaction receipt prior to submitting my payment. This is not ok. This is FRAUD. I am truly not wanting to continue as a customer because it worries me that they can just take more amount of money without any type of warning or notice.

  Business Response

  Date: 04/14/2025

  April 2, 2025
  
  
  
  Ms. ******* ********
  *********************************************************
  
  Re:          BBB Complaint #********
  57916983866879 -************
  
  Dear Ms. ******************* March 26, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.
  
  You said that you did not authorize Boost Mobile to take a payment of $115.58, and it was done fraudulently.
  
  A review of your account reveals that you submitted a payment of $115.58 and that it was not deducted through our AutoPay option. The payment was made through your online account on March 26, 2025. However, I requested a refund of $57.79, as a courtesy.
  
  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
  
                  ****** ********