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

4,982 total complaints in the last 3 years.
1,511 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:03/17/2025
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.
On 3/5, I placed an order with Boost for an iPhone with monthly service (totaling $147.50) - see email confirmation of my order (attached).On 3/7, I got notification that my order had shipped with the tracking number (attached). I checked the tracking number and saw a "return to sender requested" (attached).I immediately (on 3/7) called to ask what was going on. The Boost ***** informed me that the order was cancelled and that's why the phone was being returned to them. I asked why and was told that they could not tell me why for "security reasons" until the phone was received by them. I asked if I would get my money back and they said in 7-10 business days if the charge had already went through.I checked my account and saw that the charge was still pending/authorized as of 3/7.Then, sometime between 3/7 and 3/13, Boost processed the charge and still charged my card despite cancelling the order.The tracking number (attached), shows that Boost received the phone package back pursuant to their return to sender request on 3/13.On 3/17, I got an email stating that Boost charged my card again for $82.50. I called them on 3/17 and spoke with the 1st ***** who advised me to call their consumer protection department at ************ and they would be able to help me find out why my order was cancelled in the first place and how to get my refund and my card removed. I called the number given and spoke with a 2nd *****. After sitting on hold for a while with the 2nd *****, they told me that the only note they can see is that I was found "ineligible" but with no further explanation as to why I would be denied service (credit decision, issue with identity verification, nothing?). They then said I would have to be transferred BACK to customer service to get the refund processed. I was transferred and spoke with a 3rd ***** who advised they were "inspecting" the phone still and couldn't process the refund yet despite the phone never being in my possession.
Business Response
Date: 04/11/2025

April 10, 2025

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

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

Dear Ms. ******************* March 18, 2025, we received your complaint, dated March 17, 2025, filed with the Better Business Bureau.

You expressed frustration that your phone order was canceled while in transit, but you were not given an explanation. You requested a refund and for your credit card information to be removed from your account.

Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed, the order is passed to the backend system for validation,which can delay or cancel the order for various reasons. Unfortunately, for security purposes, specific information may not be available.

Our records show that you were refunded the initial tax of $82.50 and you filed a dispute with your card issuer for the remaining $65.00, which we will not challenge.Combined, these two amounts total the amount you were charged ($147.50).Additionally, autopay has been removed from your account and you should not be charged any further.

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:03/17/2025
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 have submitted a trade in via boost mobile website. ************************************************** Below are the trade in confirmation number DSTI71650000012639 DSTI25050000012641 DSTI54650000012900 DSTI86650000013231 I did not receive my gift card redemption emails after the trade in completion. I reached out to the support and agent going in the circle keep claiming that the email was sent. I double and triple checked my inbox and junk, I did not find any redemption emails. Please escalate this.
Business Response
Date: 04/08/2025
March 26, 2025

Mr. *** Ni
*********************
***********************

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

Dear *** Ni:

On March 18, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that you have not received any information regarding your trade-in offers.

A review of our records reflect that the following trade-in offers were redeemed and the applicable gift cards were mailed and delivered:

Confirmation number DSTI86650000013231
$135.00 gift card mailed on March 13, 2025
Confirmation number DSTI71650000012639
$135.00 gift card mailed on March 13, 2025
Confirmation number DSTI25050000012641
$135.00 gift card mailed on March 13, 2025
Confirmation number DSTI54650000012900
$135.00 gift card mailed on December 20, 2024

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: 04/08/2025

Complaint: 23079331

I am rejecting this response because: I did not get any gift card in mail.
Hi *****,
Are you sure it was delivered by mail? I did not get any gift card in my mailbox. The gift card was selected as E gift card. Can you reissue the gift card since the cards were not redeemed?

Thanks

Sincerely,

*** Ni
Business Response
Date: 04/18/2025
April 18, 2025

Mr. *** Ni
***********************************************************************

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

Dear *********************** 15, 2025, we received your rebuttal, dated April 15, 2025, filed with the Better Business Bureau.

You rejected our response indicating that you have not received the gift cards from the trade-in offer.

When we spoke, I advised you that emails were sent with the gift card, but we discovered that your email address was incorrect and should be ******************** I advised you that I requested that the redemption emails be resent to the correct email address and would follow up with you if necessary.

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: 04/22/2025

Complaint: 23079331

I am rejecting this response because:
Hi *****,
I received three E gift cards today. I still missing one. Please let me know if the last one will be issued.
Here are the three E gift cards confirmation number 67774557,67774559,and 67774561

Sincerely,

*** Ni
Business Response
Date: 05/07/2025
May 7, 2025

Mr.*** Ni
20 ****** **.
****************************;

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

Dear Mr. ************* April 30, 2025, we received your second rebuttal, dated April 30, 2025, filed with the Better Business Bureau.

You said that you only received three out of the four gift cards.

We contacted ******** (the company responsible for issuing the gift cards) who told us that all four gift cards were sent and received.

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: 05/07/2025

Complaint: 23079331

I do not lie. See the screenshot of my inbox. I only got 3 gift cards on Apr 22nd. And they should be able to track if the 4th one has been redeemed or not. I only received 3 and redeemed 3. Please advise.

Sincerely,

*** Ni
Business Response
Date: 05/15/2025
May 14, 2025

Mr.*** Ni
20 ****** **.
****************************;

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

Dear Mr. ************* May 9, 2025, we received your third rebuttal, dated May 9, 2025, filed with the Better Business Bureau.

You indicated that you are still missing a gift card.

Our records reflect that all gift cards are accounted for and were sent to the email address you provided. At this point, please contact *********************************** for further assistance.

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:03/17/2025
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 purchased 2x iPhone from Boost Mobile Dec12-24 paid cash, no contract, on Mar ***** the phone service was transferred to T-Mobile. The transfer was completed by T Mobile, Boost Mobile wont unlock the phones until Dec12-25 they stated we would need to have the phones on with them for a year. I contacted customer service of ********************** **********************. I was never informed about this rule never received any , Boost Mobile is hold the phones ********** nephews are missing money, because the phones are not on.
Business Response
Date: 03/27/2025
March 24, 2025

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

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

Dear Ms. ****************** March 21, 2025, we received your complaint, dated March 17, 2025, filed with the Better Business Bureau.

You stated that you purchased two phones on December *******. You indicated that you ported your phone numbers to another carrier on March 16, 2025, but found that the devices were locked to Boost Mobile. You requested assistance.

The Boost Mobile terms and conditions,which you agreed to upon activation of the service, disclose that a device purchased through Boost Mobile must remain active on our service for one year before becoming eligible to be unlocked.

A review of the account confirms that the devices were discounted and therefore are not eligible for unlocking.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ***** *****

Initial Complaint

Date:03/16/2025

Type:Service or Repair Issues

Status:

Answered

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.

March 3, 2025 Paid: $51.00 To Whom it May Concern, Ever since I've signed up for service, I have suffered enormous issues. I have endured consistent drop calls. No calls are getting completed during this time. Phone always goes in and out. When I am having a phone call, often the person I am speaking with doesn't hear me particularly well. These issues are significantly impacting my daily professional interactions. Audio is low on the phone. Downloads never come through. Text messages don't get delivered. Phone is just not operational. Disappointed also with the provider's customer service as they never respond to any complaints.

Desired Resolution: Contact by the business

Customer Answer

Date: 03/16/2025

To Whom It May Concern,Hello and good day. I signed up for Boost Mobile service on Monday November 4, 2024 at the *******************************************************, which is in **************, ********. I requested the most affordable phone and plan. She gave me the ******** g 5G-2024. It is an Android version 14. Everything started off wrong. The employee was deceptive from the start. She told me the phone charger and screen protector would be free. When I looked at the receipt, she in fact charged me for these items. Ever since I have had the service, I have had issues with drop calls, service interruption, internet goes out frequently and text messages that I send not going through to my contacts. Videos won't upload on the phone. I can't even make downloads when I attempt to do so. I need this phone to work properly as I am severely ill and I need to frequently do calls and zoom calls with physicians. The last two months, the service has really declined in terms of drop calls, phone going in and out and text messages not going through. I often go for hours at a time without having service. I would like a refund for the $51.00 I spent this month on the bill and the $50.00 I spent last month for the service as the service has not worked properly. Thank you and hope you have a lovely day.Warm regards,******* ********

Customer Answer

Date: 03/18/2025

To Whom it May Concern, I have had an unsatisfactory service with Boost Mobile ever since I signed up for the service on Monday November 4, 2024. I have experienced frequent drop calls. My calls go in and out. Internet always cuts off. When internet is not cut off, it is quite slow. Downloads never occur as they should. Text messages are often never sent. Videos never operate or function as expected such as Zoom. I often use these to communicate with my doctor. I originally filed a complaint against Boost Mobile Saturday yet they have not contacted me yet. In fact I feel they have ignored my complaint. I would advise no one else to use Boost Mobile or Dish Network products. Next I am going to have to contact the *** and *** to get a resolution.

Desired Resolution: Refund

Business Response

Date: 04/11/2025

April 11, 2025

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

Re:          BBB Complaint #********
26100483281413 - ************

Dear Mr. ******************* March 17, 2025, we received your complaint, dated March 16, 2025, filed with the Better Business Bureau.

You said that your local Boost Mobile retail store did not honor their promise to provide a free phone charger and screen protector. You also stated that you have experienced technical issues. You requested a $101.00 refund for two months of service.

When we spoke today, you estimated the store charged you a total of $30.00 for the phone charger and screen protector; however, you no longer have the receipt. I offered you a $30.00 account credit, which you accepted.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.Wireless services cannot be regularly transmitted through concrete structures,such as buildings, basements, walls, and various other structures. As a result,customers may experience difficulty making or receiving calls while indoors. 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. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such. Our records reveal that we issued a $40.00 credit for technical issues on April 5, 2025. I will apply an additional $20.00 credit, bringing the total to $60.00. You accepted this resolution.

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

Sincerely,

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

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

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

Initial Complaint
Date:03/15/2025
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.
Made over payments to Boost Mobile. They say they never received them. My bank statement show that they were paid.
Business Response
Date: 04/09/2025
April 9, 2025

Mr. ****** **********
************************************
*****, NE 68134

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

Dear Mr. ********************* March 17, 2025, we received your complaint, dated March 15, 2025, filed with the Better Business Bureau.

You said you made payments that did not reflect on your account. You were informed we never received these payments. You requested a refund.

Based on the statement you provided, the payments made to Boost Mobile are bill payments initiated by your bank and therefore, we did not receive these payments. You will need to dispute these transactions with your bank.

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:03/15/2025
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 dropped the insurance on my phone just to see how much the bill would be. I immediately went to add the insurance back but they would not let me. I mean within a minute of dropping it. I talk to customer service many times and they refused to add the insurance back. I got mugged and they destroyed my phone. Now I am stuck with paying for a phone when I would have been able to get a replacement with insurance. They also refused to give me my first months bill for $15. Their customer service is horrible.
Business Response
Date: 04/09/2025
April 8, 2025

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

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

Dear Mr. **************** March 17, 2025, we received your complaint, dated March 15, 2025, filed with the Better Business Bureau.

You said that you dropped insurance coverage just to see what the cost difference would be and then tried to add it back on; however, this was not allowed. You requested the insurance be added back to your device.

I was unable to locate an account with the information you provided; therefore, I attempted to contact you at the phone number you provided in your complaint, and I received a message stating the number is unallocated.

The insurance underwriter determines the coverage parameters and Boost Mobile has no say in how they are determined.Once insurance is canceled, it cannot be added back on. You will need to talk with your previous insurance carrier to request an exception to this policy.

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:03/15/2025
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 visited boost mobile store on 8th march, 2025 to port my number from T-mobile carrier to boost mobile. Instead of porting my number they issued me new number without informing me. But the representative said my number is ported successfully. Today after 7days, I received bill from T-mobile about $500. I visited boost mobile store physically today 15th march 2025. This is true scam as representative never informed me and added line without my consent. Port request was never completed on 8th march, but got charged for $85 on my credit card by convincing me that its done. Agent helped me name: Moh A.Agent scammed me with new number and lied me. I want the legal action to be taken against boost mobile to sell my wrong information and also pay my phone bill for T-mobile or resolve it.I started service with boost mobile on 8th march, 2025 for ********** as per my payment.Also pay personal harassment charges as it took me 3-4hours.
Business Response
Date: 04/10/2025
April 9, 2025

Mr. ****** Meet
*************************** B2 E.
**********************

Re:          BBB Complaint #********
61011762276680 - ************

Dear Mr. *************** March 17, 2025, we received your complaint, dated March 15, 2025, filed with the Better Business Bureau.

You said you visited a retail store on March 8, 2025 (*****************************************************************), to port your number from T-Mobile, but the representative issued you a new number without your authorization. You then received a bill from T-Mobile for $500.00, which you requested that we pay.

When we spoke yesterday, I informed you that Boost Mobile retail stores are independently owned and operated;therefore, we have no control or oversight of their practices. However, I forwarded your complaint to our *********************** team for review.

Sincerely,

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

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

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

Customer Answer
Date: 04/22/2025
Boost mobile representatives response is unacceptable.

Let me explain more-

I ported my number from T-mobile to boost and purchased international calls plan.

But as boost customer service never ported my number. I got heavy bill from TmObile as it was tmobile active server used to make international calls.

Now boost representative says authorized dealers or in person stores are independent.

I dont know what is there policy for distributing licenses, but as a customer my right is to file dispute with parent company and get it sorted out asap. Instead wait for relationship manager to call me even it has been 30days passed now. No call, no email.

Hope will get it resolved soon as already T-mobile is harassing me to share my pending payment bill to credit bureaus. Which is unacceptable.

Thanks

Business Response
Date: 04/30/2025
April 29, 2025

Mr. ****** Meet
*************************** B2 E.
***************************;

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

Dear Mr. *************** April 29, 2025, we received your rebuttal, dated April 29, 2025, filed with the Better Business Bureau.

You rejected our response stating that although retail stores are independently owned and operated, you have the right to file a dispute with the parent company.

As stated during our conversation on April 8, 2025,and in my written response, Boost Mobile retail stores are independently owned and operated; therefore, we have no control or oversight of their practices. They are not subsidiaries of Boost Mobile, its parent company,************ or any of its subsidiaries.

Our *********************** Team continues to work with the stores ownership and Management Team, but you must understand that we have no legal authority or responsibility for their actions.

Sincerely,

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

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

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

Complaint: 23070974

I am rejecting this response because:
I will consult my legal team and work with store and boost parent company probably.

Sincerely,

****** Meet
Initial Complaint
Date:03/15/2025
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 or around March 10th my service was suspended. I had already made a payment prior to that so I do not know why it was shut off. I panicked and then made a couple more payments to make sure it was going to be over what was requested. Now I'm being told to check my bank statements.I believe I have a credit balance due and should not have to pay anything for April. Thank you in advance
Business Response
Date: 04/07/2025
March 19, 2025

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

Re:          BBB Complaint #********
528031066759 -************

Dear Ms. ***************** March 17, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that you paid your bill, but found your service is ************* made another payment and stated that you should have a credit balance as a result.

A review of your account reflects your two payments; I applied a credit of $25.25 to offset the additional charge.

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:03/14/2025
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.
In the last 24 months, Boost Mobile charged me in the amount of $35 for unlimited text, talk and 5gb data for their monthly plan. But the actual plan was $25 for unlimited talk, text, and 30gb data. They overcharged me in the amount of $10 for every month and gave me 25 gb data less. I called the Boost mobile customer service regarding this, but they declined to resolve it. They said that the $25 plan was for new customers, which was a complete lie. They tried to cheat with me by overcharging me. Finally, after a long argument with one of the Boost Mobile customer service representatives, he agreed to update me to their $25 plan and provide me the services that the plan offers, effective December, 2024. He apologized for the overcharged, but declined to credit my account for all overcharges for the past months. Boost mobile must credit my account in the amount of $240 (24 months X $10 overcharge) to demonstrate their business ethical practices and behavior.
Business Response
Date: 04/08/2025
April 1, 2025

Mr. ****** *******
********************************
******, NY 11368

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

Dear Mr. ****************** March 17, 2025, we received your complaint, dated March 14, 2025, filed with the Better Business Bureau.

You said that you were on a $35.00 plan, but it was actually $25.00. You said your plan changed to $25.00 a month and you requested a credit of $240.00 for the overcharges.

The $35.00 plan you were previously on and the current $25.00 Unlimited plans are two completely different plans with different prices,so you were charged correctly. You can always view your available plans online at any time.

Your request for a credit 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

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

Customer Answer
Date: 04/14/2025

Complaint: 23069053

I am rejecting this response because:
The business has failed to provide a valid reason for the overcharge. They are trying to find an excuse to decline my overcharge claim. There was no $35 plan. The plan was $25. The customer service representative scammed me by saying that they can only enroll me $35 plan, which was a scam.
After a long argument with one of their representatives, they agreed to update my account to the $25 plan. The customer service representative acknowledged the overcharge, but refused to credit my account. I was lied, scammed, cheated, and overcharged. It's an inappropriate and dishonest to scam customers and make money out of them.
The business must credit my account for the overcharge to demonstrate their ethical and business behavior.

Sincerely,

****** *******
Customer Answer
Date: 04/24/2025
Hello,
          When I enrolled into their plan, the business did not provide any agreement/receipt or any written documentation of plan details. The enrollment was done via phone through their customer service representative. When customers enroll into their plan, they do not provide any written documentation of enrollment. All enrollment services are done via phone.
Initial Complaint
Date:03/14/2025
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 joined Boost as my iPhone carrier because I was spending time where there was no internet. I saw an ad from Boost saying unlimited hotspot. So I joined and was assured it was unlimited. Once all setup, number transferred I realized it was not unlimited and I had gone through my entire months hotspot minutes in one night. I was told that Visible has a true unlimited hotspot plan for $35 a month. I contacted Boost saying I wanted to port-out to Visible and before I was given the info needed to do so I had to speak with their retention ***** It was there the agent said he could do a true unlimited hotspot for $50 a month. I said I was not interested since I was going to a competitor for $35 a month. He assured this plan was unlimited and hed do $30 a month for three months, so I agreed. He said this would be a fresh start and he would permit me to join using my existing info. Of course I was not able to even join the hotspot so when I called customer service I was told to pay the $30 charge now and on the 9th of the month the account will reset and my new plan & new service will be available. So I paid the $30, the 9th came and no hotspot service. After 8 calls, some as long as 90 minutes the case was escalated to their Advanced Tech team and it would be working soon. By the 11th I tried to call and get info to no avail so I ported out and went to Visible. The unlimited hotspot service was up and running and not a problem. I still have not had a call informing my service was up or down or disconnected. I called Boost to say I wanted a refund since I was only 6 days into my new plan and was told its impossible to refund since there rules are only 30 after you port in. I explained I was a new customer reinstated by their retention **** as well I was told by more than one of their agents to pay and your service will be fine. Lies! It is only $30 Boost is not entitled to that money. They did not provide what they said they would and they told me to pay now!
Business Response
Date: 04/09/2025
April 8, 2025

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

Re:          BBB Complaint #********
12291513750203 - ************

Dear Mr. ******************* March 17, 2025, we received your complaint, dated March 14, 2025, filed with the Better Business Bureau.

You said that your request for a refund was denied even though you experienced technical issues.

It is our policy that payments posted to an account are nonrefundable, as an exception, I issued a $30.00 refund for the payment made on March 7, 2025.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 04/15/2025
Dear BBB,

I replied the solution was acceptable before I realized the $30 credit issued by BOOST Mobile was to my BOOST account of which I am no longer a customer.

My request was for BOOST to credit my **** card which was used for the original bogus charge.

My apologies for the confusion but BOOSTs vague and duplicitous comments are the reason for the confusion.

Thank you.
Customer Answer
Date: 04/15/2025

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,

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

Business Response
Date: 04/23/2025
April 23, 2025

Mr. ****** ********
***************
***********************;

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

Dear ***************************** 22, 2025, we received your rebuttal, dated April 22, 2025, filed with the Better Business Bureau.

You rejected our response stating that you did not realize the credit applied to your account instead of your credit card.

Please note: to ensure an accurate audit trail, we apply a credit to the account,which creates a credit balance, and we issue the refund from there. Our records show that a $30.00 refund was issued to the credit card ending in 4203 on April 8, 2025. If you did not receive it, we recommend that you speak with your credit card issuer.

Sincerely,

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

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

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

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Boost Mobile is NOT a BBB Accredited Business.