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

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:01/22/2025

  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.

  Jan 16th 2025 I walked into boost mobile having in mind of a deal advertised on their website for in-store purchase. For $****** if I port in my number I could purchase the iPhone 15. Of course having to pay an activation fee as well as the plan. I ended up walking out of there with the iPhone ******************************************************************************* something weird is up. So the lady helping me said the activation fee was $****** she said it's their way of making the money back from the deal . so on top of. the ****** it would be the $50/60 dollar plan plus activation fee of $******. no where online does it state the activation fee would cost me this. So it's very misleading well the when I finally figured out that wasn't fit for my budget and she gave me the iPhone 13 she put the account under someone else's name cause she stated she couldn't get my id to work or whatever. When I still didn't have enough money for the whole iPhone 13 the activation fee they wasn't ****** and plan I was still short so she altered the price. My girlfriend went over the small print today saying it stated no where that there was an activation fee stated on the website so she called a different boost mobile location here in ******** . Spoke to a gentleman and final cost was $297.00 she then requested a break down of what that pretainrd too. ****** for I phone 15, $35.00 ACTIVATION FEE, insurance on the phone as well as the plan. She asked if the activation fee should be the same at every store. Where the young man stated YES. She explained the situation and he instantly said "he's heard about that store doing that to several customers, and honestly to be very careful and recommended not going there ". She asked if there could be something done at his location like returning the phone and getting the proper deal where he statef it could not be cause different owners. The shady business, over charging people and accounts something needs to be done .

  Business Response

  Date: 02/17/2025

  January 24, 2025
  
  
  
  ***********
  ****************************************************************************
  
  Re:          BBB Complaint #********
  10240041282244 - ************
  
  Dear Dajen Green:
  
  On January 23, 2025, we received your complaint, dated January 17, 2025, filed with the Better Business Bureau.
  
  You expressed concern regarding the amount of the activation fee that you were charged by a Boost Mobile dealer,and you requested a refund.
  
  Boost Mobile dealers are independent and set their own policies and procedures. Therefore, we are unable to assist you with your refund 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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  My phone service isnt working. Cant make calls, receive text or get on the internet. Before this problem they were constantly overbilling me. It took them two months to resolve my billing - the second month I told them Id pay the bill as soon as it was correct. They finally corrected it yesterday at 2:30 - I paid my bill by 3:00 then it got suspended. I chatted with support and they said they would escalate it and it would be working shortly at least within 4 to 8 hours. I chatted with them again 3 hours later and they said they were still working on it and sent it to the back office again. I chatted again this morning was told it has been escalated. I called them at 12:00 and was told it is still being worked on it can to 24 to 48 hours. This isnt acceptable. It shouldnt have been suspended first of all - secondly I shouldnt take 72 hours to get my phone working. I use this for business. If they cant get my phone to work they should release my number and let me take my phone e to a different carrier who can assist me. I realize I have a phone contract and I would be happy to keep my contract if they cant get my phone working and bill me correctly. If not let me keep it and move to another carrier. I already gave them my phone for a $400 credit.

  Business Response

  Date: 02/17/2025

  February 7, 2025
  
  
  
  Ms. ***** *****
  *********************************** W.
  *********, ** 55068 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear **************************** 22, 2025, we received your complaint, dated January 22, 2025, filed with the Better Business Bureau.
  
  You said that you were unable to make or receive calls. Prior to this happening, you were constantly overbilled. You request working service or to be let out of the financing contract and for your phone number to be released for use with another carrier.
  
  A review of your account shows that since the date of the filing of this complaint, your service is now working.
  
  We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 6 2024 we started an account with **********************. They claim to have a 30 day risk free satisfaction guarantee. When we signed up we paid $226.09 to get started and then were charged $145.32 on 12/22 for service. We had multiple dropped calls and could not get a connection in our home. We cancelled our service on 12/24. On January 2nd I received an email that there was a credit on our account of $294.82. On January 2nd we called and they said the account is terminated and we would have no additional bills. A few days later the credit posted on our bank account but only in the amount of $226.02. Today on January 21st almost a month after terminating our account $21 was debited from our bank account without our consent and for what reason. We never received the full credit to begin with. This is unacceptable and unethical. There is absolutely no reason you should still have my bank info being as we ended our contract a MONTH AGO. So much for thirty day guarantee. This is fraud. BUYER BEWARE.

  Business Response

  Date: 02/14/2025

  January 23, 2025
  
  
  
  Ms.****** ******
  *****************
  **************************************;
  
  Re:          BBB Complaint #********
  16570169867225 - ************
  
  Dear ***************************** 22, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that you canceled your account and you were promised a refund under our 30-day money-back guarantee. You received notice of a credit being applied to your account for $294.82, but only received a refund of $226.09. You also said that your credit card was charged after you closed your account.
  
  A review of your account reveals that you received a refund of $226.09, as this was the amount you initially paid. You will receive additional refunds of $21.00 and $145.32, for the payments made. Please allow five to seven business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************;
                  ******, CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 02/14/2025

   
  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. Thank you very much.
  
  Sincerely,
  
  ****** ******
  

   

• Initial Complaint

  Date:01/21/2025

  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 walk in the boost mobile store with my ID and social and they dont want to give me my acct# and transfer pin because I fail the question that was not pertaining to me and now their being rude and I just want my phone number

  Business Response

  Date: 02/14/2025

  February 6, 2025
  
  
  
  Ms. ******* ****
  ********************************
  Fuquay Varina, ** 27529 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear *************************** 22, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that you visited a Boost Mobile store and provided your ID and Social Security Number, but they refused to provide your account number and transfer PIN. You request a refund.
  
  When we spoke today, you confirmed that since filing the complaint, you were able to port your phone number out. You also confirmed the location of the store is ******************************************************************************************. I informed you that we will look into this matter internally.
  
  A refund for $6.19 was issued on January 29,2025.
  
  We apologize for any inconvenience this has caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13th 2025 I call Dish Network to do some program changes on our account. At the end of the conversation with Dish they told us about boost Mobile, and ask if we'd be interested in talking with Boost. I said we'd see what they have to offer. They transferred my call to Boost. I talk to a gentleman in which he took our ZIP code and told us we have 5G coverage. I told him I can't believe that because we hardly have a signal on our existing ******* phones. I told him I don't want to give up my ******* number or account for something that we're not sure will work. He said again that it would work, But again, I said as long as it doesn't interrupt my ******* account. He had offed a phone to try, said that there would be a $60 charge to get it started, and if it didn't work I would get a full refund of the $60.00. He also said that we could keep the phone if it doesn't work. On January 17th the phone arrived. I tried it right away. It did not work! January 20th. I called boost to cancel and get my refund back. They said they could not refund because my account did not meet the criteria necessary to get a refund. I asked what they meant by that they said because I didn't add a phone number meaning my ******* phone number. (Even though the Boost phone had its own number). I explained the phone conversation with the salesman told him about my concern about not wanting to lose my ******* plan, and giving up my phone number which would have done that. They absolutely refuse to credit my account $60. I even went to their supervisor, she still refused. Upon speaking with her, I made sure they removed my autopay and cancel that account through them. The salesman never once explained anything about meeting a criteria never went through any terms, and conditions to agree to, which I do believe most companies do. I believe I was grossly misrepresented and misled as I was told I would not have to give up my number numerous time, and that I would get a full refund of $60.

  Business Response

  Date: 02/17/2025

  February 14, 2025
  
  
  
  ***** (Nessa) Young
  ********************
  ********, WA 99109 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ***** (Nessa) Young:
  
  On January 21, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that you were offered a free phone to try the service before switching entirely from *******. You were told that if you were not satisfied,you would receive a refund for the $60.00 service fee and could keep the phone at no charge. However, when you called to cancel the service, you were told you did not qualify for a refund or to keep the phone.
  
  I listened to your January 13, 2025, sales call and found you were informed that, because you were not immediately porting a number over, this waived the 30-day money-back guarantee policy. You have since filed a dispute with your credit card issuer, which resulted in a chargeback; therefore, a refund is not necessary.
  
  We appreciate that you brought your customer service concerns to our attention for internal review with appropriate feedback being provided. We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  
  

  Customer Answer

  Date: 02/17/2025

   
  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,
  
  ***** (nessa) Young
  

   

• Initial Complaint

  Date:01/21/2025

  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.

  My name is ****** *****, and I am a customer of ******************. I decided to buy a phone for a second line, so I purchased a phone online for around ***** and I put it on a payment plan. The phone was too old and had no way I could use the internet. I did not use the phone much because I was get my business together. I called to return the phone and was told that it was too late over 30 days. I said but it don't work. I told them that I could keep making payments until it was paid off. I transferred my number to T-Mobile for a free phone, a phone that I could use the internet. They went into my and account and made unauthorize charge of $***** then they sent me a email that read *********** You paid off your phone. My automatic payment was for monthly bills only. I am asking for that $***** back because that phone did not work and the charge was unauthorized.

  Business Response

  Date: 02/14/2025

  February 7, 2025
  
  
  
  Ms. ****** *****
  *************************
  ***********, ** 60440 
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear Ms. **************** January 21, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said you financed a phone, but you were unable to access the Internet on it and you could not return it because you were outside the 30-day return window. You indicated that you were charged $63.00 for the phone. You requested a refund, as this charge was unauthorized.
  
  Because you canceled your line while you were in a financing agreement, you were charged the remaining balance ($56.65). Because you were enrolled in autopay, the remaining balance for the device (along with the service amount due) was automatically withdrawn on December 31, 2024. When you enroll in autopay, you give Boost Mobile permission to withdraw the full account balance on the billing due date. Therefore, your refund request is denied.
  
  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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22839227
  
  I am rejecting this response because: I spoke with the office about the situation and they denied assisting with this very old phone. They also said that autopay means that they have the right to charger my account any balance, when they know good in well that autopay is for making monthly payment only. To go into someone account and take what they want is fraudulent. If autopay means take any and all, then you need to make that CLEAR to you customer. It is called greed and I notice that the cell phone carrier are using this to the full and destroying people in the process of their greed.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12-24-2024 I went into the ****************************** store to purchase a ******* Galaxy A15 5G phone and a $25 per month plan. I paid $199.99 for the new phone using my ***** The store manager ****** *. was very rude and arrogant during the sale which I just ignored. She transferred my data from the old to new phone and gave me the receipt which was the only written information that came with the phone. She never spoke a single word to explain about either the phone or plan after my purchase. Instead she starting helping another customer while my phone data was transferring. On 01-07-25 my phone started flashing and quickly changing screens without me touching it. I noted the 30 day return policy on the receipt and decided to return the phone for a refund. On 01-15-25, my daughter signed me up on her phone plan, my new Boost phone was turned off followed by a factory reset to erase all data on it. On 01-17-25, I went to the Pueblo Boost Mobile store and asked for a refund, while quoting the 30 day return policy. The clerk stated I could return the phone "only if it is defective" so I described the screen issue I was having. She said "sorry that doesn't qualify for a refund because that's a factory issue!" She also told me "the 30 day return policy on your receipt only applies to ONLINE orders and yours was a store purchase!" Then she contacted her manager, put her on speaker phone. The manager ****** *. who had sold me the phone stated "there's only a 7 DAY RETURN policy and you're past that!" I again referred to the 30 day return policy on my receipt and I stated I have no other document that says "7 days" and you never verbalized this to me on the day of purchase". Neither of them replied. I left the store. Later in the evening and the next day 01-18-25 I made several calls to Boost Mobile customer service by phone asking to make a written complaint to Boost Management. Each time I was denied the complaint. Help Me! I am 69 yr.old, retired on a fixed income.

  Business Response

  Date: 02/18/2025

  February 16, 2025
  
  
  
  Ms. *** *******
  *******************************
  *********************;
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear ****************************** 27, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that on December 24, 2024, you went to a Boost Mobile retail store to purchase a ******* Galaxy A15 5G phone and a $25/month plan, and you paid $199.99. You expressed concern with the customer service you received. You indicated that your phone started malfunctioning on January 7, 2025, so you decided to return it within the 30-day return policy stated on the receipt. However, when you attempted to return the device on January 17, 2025, your request was refused and you were told the store had a seven-day return policy. You tried to resolve this by contacting customer care, but you were unable to. You requested a refund.
  
  Our records confirm that on January *******, a total refund of $235.16 was processed for the price of the device, the initial service payment and Boost Protect.
  
  We strive to provide excellent service and regret that your experience was unfavorable. We regret any inconvenience.
  
  Sincerely,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
                ***** *****
  

• Initial Complaint

  Date:01/21/2025

  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.

  On 1/14/2025 I attempted to add service on my device i selected eSIM hoping that id be able to start my service right away. I was assigned a number but when it came time to active my sim it would worked. Turn out I needed to call the phone company I had to phone through and have them unlock my sim since the phone was paid off. i didnt just that hoping id be able to continue after almost an hour of working with the chat and customer service **** nothing worked when trying to connect the eSIM. They attempted to send me OTP passcodes and everything but due to the phone not being activated i never received anything. We tried multiple times, updating the phone, restarting the phone but nothing seemed to work. The employee suggested I add a new line and start the process over he mentioned the previous $25.77 would be credited to my account if I didnt it that was, he also started that Id receive a refund if it didnt work. He proceeded to add a new line with my approval charging me another $25.77 at this point it is after midnight and now 1/15/2025 we added a new line something that should have taken up to *********************************************** after 30 minutes of us both checking back and forth trying to see if a new line was added he said it should pop it eventually if it does and I still cant connect the eSIM id be in tilted to a refund I would just have to wait for the charges to post. Now theyre saying I wont be receiving a refund although the service never connected to my phone and they claim to have a 30day money back guarantee. Employee Dee ****** said I should dispute it with my bank but theres no guarantee theyll approve it

  Business Response

  Date: 02/18/2025

  January 28, 2025
  
  
  
  Ms. ***** ********
  **************
  *****************
  
  Re:          BBB Complaint #********
  28025644398711 - ************
  
  Dear ******************************* 27, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that you attempted to add a line to your service and you paid the monthly bill; however, you were unable to get the device activated. You requested a refund.
  
  A review of your account reveals that a credit was provided, but you did not qualify for a refund. However, in the interest of customer service, I submitted a refund of $25.77. Please allow five to seven business days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:01/21/2025

  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.

  My bill has been incorrect for two months in a row now. As a new customer this is very unacceptable and very stressful and inconvenient. iPhone 16 Pro Max - ************ - 256 GB - Signed up for 5.55/Mo financing with ***** Infinite Plan - but being billed for 33.33/Mo financing iPhone 16 Pro - ************ - 128 GB - Signed up for 0.00/Mo financing with ***** Infinite Plan - but being billed for 33.33/Mo financing Bring Your Own Device (iPhone 12) - ************ - $12.50 - 50% off first month - after $25.00 a month Unlimited Plan - being billed for two months upfront which was not disclosed to be by representative and also the half off the first month is not reflected on bill correctly. I just want this resolved ASAP and the billing fixed permanently and some type of credit as well on top of that for all of this hassle, stress, and inconvenience. I should not have to reach out and interrupt my day each month to say my bill is incorrect again and continuous tickets opened to correct the issue. I called about getting this fixed several times now and it is still ongoing and not yet resolved.

  Business Response

  Date: 02/14/2025

  January 23, 2025
  
  
  
  Ms. ****** ********
  ********************************************************************************************;
  
  Re:          BBB Complaint #********
  95650860187434 -************
  
  Dear ******************************* 21, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.
  
  You said your billing is inaccurate, as you are being charged for financing on one of your devices that should be free. You also indicated that you were billed twice for the $25.00 plan. You requested that your billing be corrected.
  
  A review of your account reveals that you were charged $27.78 in error; therefore, I applied a credit for this amount.
  You were charged $25.00 for service from December 22, 2024, to January 8, 2025, as we do not prorate. In the interest of customer service, I added a credit of $25.00 to your account. A ticket was created to ensure your future billing is accurate. 
  
  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, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 02/17/2025

   
  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:01/21/2025

  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 2 phone plans from boost mobile and when I received the Sim cards and installed them the service did not activate and after a week on the phone with boost they informed me that due to no fault of my own, they would not be able to provide me with service and they refused to refund the initial payment I made when ordering. They accepted my money, provided no service and refused to return my money.

  Business Response

  Date: 02/17/2025

  February 11, 2025
  
  
  
  Mr. ******* ******
  ******************
  *********************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ***************************** 24, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said you purchased two phone plans from Boost Mobile, but you were unable to activate your service. You requested a refund.
  
  There is only one record of a $14.03 payment made in February 2024. You have since disputed this payment, which was won in your favor. As a result, the funds were returned to the credit card account used to make the payment. At this time, your request for a refund has been denied.
  
  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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********