Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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.
1,508 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:01/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a mobile hot spot on my cell phone service, it did not work... I turned off the service within2 minutes of it not working... I am now seeing that I am being charged for it.I was not able to use it at all....I am being charged for something I never used
Business Response
Date: 02/14/2025
January 23, 2025

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

Re:          BBB Complaint #********
60080180882064 -************

Dear ******************************* 20, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.

You said that you added our hotspot service to your account, but you removed it because it did not work. You expressed concern that you were billed for it.

A review of your account reveals that when you contacted us regarding the hotspot service not working, it was removed from your account and a $10.00 credit was applied.

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:01/20/2025
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.
The issue is that the company has violated the law and stored my card number on their servers and has no way to remove it from their system. I NEVER GAVE PERMISSION for it to be stored.Furthermore their records seems to be somewhat *****. I have been a customer with the company for around 15 years and am being told a lot of stuff from the customer **** which is not actually true Been told i have been with them for 1 year and 8 months according to the *** which is false.
Business Response
Date: 02/14/2025
January 23, 2025

Mr.****** *****
********************
Sumter,SC 29154

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

Dear **************************** 20, 2025, we received your complaint, dated January 20, 2025, filed with the Better Business Bureau.

You expressed concern regarding Boost Mobile storing your credit card information without your permission. You also stated that you were told that your account is only a year and eight months old, but you maintain that you have been a customer for 15 years. You would like to speak with someone to correct your account.

When we spoke, I advised you that when you agreed to our terms and conditions, you agreed to allow us to store your credit card or bank information.Please refer to our General Terms and Conditions section, under Billing and Payment for further reference.

I also advised you that your account reflects that it was established in December 2024, as a new phone order was placed. I told you that you may have had other accounts with us, but this one is not 15 years old. Unfortunately,there is no way to change the age of an account nor is there any benefit to it.

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: 02/16/2025

Complaint: 22835246

I am rejecting this response because: IF you go ahead and Read the stuff Mr **** has stated. There is NOTHING there stating i agree to that. Just like there is no mention of payment options and also incorrect data there. Furthermore i did not start a new account or anything else. Nothing in the reply makes any actual sense. My account is 1 yr 8 months old? But i bought a spare phone in dec 2024. I bought a phone and that is all i did. SO how does buying a phone which you can do at ******** or anywhere else that sells boost products make your card get stored? Does ******** store my card?

When i talked to you on the phone you CLEARLY admitted issues with the account but forgot to mention them in your reply? Why does my account still show the WRONG phone in use? Why does my BANK have records of me making payments for nearly 15 years but Boost magically dont have anything? Your reply states there is no benefits of an accounts age which is NOT true. We get phone upgrades and other discounts based on an accounts age.

How come Boost didnt notify their customers of a DATA breach and possible information stolen? And you wonder why i dont want my card stored anywhere?

I can go read all the paperwork you have posted for a 5th time but it wont change the fact that Boost can change it at any time and give no notice about it. Which seems like they changed the rems and conditions once this complaint came through. I can make a call to boost and order stuff and get the card # given ILLEGALLY stored onto the account without being asked permission. When i worked in the phone business we had to get permission and even recorded asking for and making the customer repeat and authorize us to do so. Boost just does it without asking or even LEGALLY protecting their self. IE recording of authorization.

I just wish you all would come clean. But thats like asking a fish to live outside of water. *** feel free to rewrite the billing section to include the use of "time cards" and "one time payments".

Sincerely,

****** *****
Business Response
Date: 02/27/2025
February 26, 2025

Mr. ****** *****
********************
Sumter, SC 29154

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

Dear Mr. **************** February 26, 2025, we received your rebuttal, dated February 25, 2025, filed with the Better Business Bureau.

You rejected my response because it did not indicate how you agreed to our terms and conditions. You also indicated that older accounts get better offers. In addition, you question your payment history if you did not have a 15-year account.

You agreed to our terms and conditions by activating the service.

You do not get discounts based on an account's age.

You may have had accounts in the past, but this one is not ************************* my response.

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: 03/04/2025

Complaint: 22835246

I am rejecting this response because:

Again i will say it cause apparently you do not comprehend english. I have ONLY ever had ONE (1) boost account. I have stated that i have paid boost with the same bank for roughly 15 years. Would you like those records so you can feel like an idiot? And yes you do get certain things due to an accounts age. (hence the free new phone upgrade) Thanks for the laughs and also keep updating the *** and other legal stuff. Maybe you will remember to include the payment method via time cards and such. Opps forgot that huh? I noticed you all updated it once the complaints came rolling thru but did so haphazardly. I might suggest you go actually read all your legal jargon and then actually have a boost account and see what it entails instead of just spurting out nonsense.

Sincerely,

****** *****
Initial Complaint
Date:01/20/2025
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'm November of last year. I was trying to set up service and was unable to. So, I canceled any service because I never received any service from them. I contacted them multiple times trying to get a refund. Which I still have not received. Now they have charged my debit card twice for service. I never authorized any charges to my account. I bought the initial card from ******* and never made a payment directly to boost. They obtained my card information while I was trying to get refunded for service I don't have or want. Total amount billed to my card is $75. $25 for initial payment and a payment for December and January. I don't have service with them.
Business Response
Date: 02/12/2025
February 6, 2025

Ms. ****** ******
*****************************
*******, ** 62522

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

Dear ***************************** 20, 2025, we received your complaint, dated January 20, 2025, filed with the Better Business Bureau.

You said that in November 2024, you tried to set up service, but it was not successful. As a result, you cancelled and requested a refund, which you did not receive. Since then, you indicated that you have been charged an additional $75.00. You request a refund for the initial $25.00 payment and the subsequent $75.00 payment.

A review of your account found the initial payment of $25.00 on November 19, 2024, and a second payment of $25.00 on January 20, 2025. I did not find any additional payments; therefore, as a courtesy, I will refund the two payments referenced above.

In addition, I deactivated the AutoPay feature on the account to prevent future charges.

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: 02/13/2025

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:01/19/2025
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.
First I entered a deal with boost mobile to bring your device over and its ***** a month forever, I called first and asked the represativinative, they supposedly checked both IMEI numbers and stated that everything was ok and it would work. So I ordered the service and recieved the sim cards, I placed them in the phones as stated per instructions they would not work, due to the prior carrier the phones were locked for 180 days. I called first and requested a refund of ***** they refused to offer a refund. stated I had to buy a used or a new phone.I was transfered from department to department from loyality to several other duiffrent named departments of the company and yet none coulkd not or would not fix my issue. Still refusing to refund of ***** i managed to find one working phone and used the serive temporairly untill I was able to move to a diffrent carrier. I contacted the company and cancelled my service, yet they were still trying to bill my card over and over after cancellation, I was even told by loyality department that it can take up to 72 hours for the automatic draft to stop. I was again drafted and this time it was successful for another ***** i called again to get transferred from department to department and was finally told that it was fixed and I would recieve a refund of *****. That never happed and I never recieved ***** which is now ****** I am owed and havent recieved, and just again today 01/19/2025 I was or tried to draft ***** again from my card. I have contacted my banks as they requested on my end and I have contacted boost by phone and by support chat many times because this keeps occuring, I have to keep a certain amount in that one account for fear of being drafted by boost, after I have cancelled my service and by contacting them directly several times and contacting my finincial institutions. I need this to stop and permanitly I have asked over and over, I am also seeking a refund of ****** because that is what I am due.
Business Response
Date: 02/14/2025
February 14, 2025

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

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

Dear ****************************** 20, 2025, we received your complaint, dated January 19, 2025, filed with the Better Business Bureau.

You said you confirmed your devices from Metro PCS would work with Boost Mobile, but you were unable to activate them because they were still locked to Metro. You requested a refund of the $52.10 you paid,but you were refused. You canceled the service, but continued to be charged through autopay. You requested a $104.20 refund.

Checking the **** will only confirm the device compatibility with Boost Mobile, but it is your responsibility to make sure your device is unlocked.

To be eligible for a full refund, including taxes and fees under the 30-day money-back guarantee, you mustve:

Created a new Boost Mobile account and activated one or more lines
Transferred or "ported" in your number from another carrier

Because you did not port in your phone number and the service was used, your request for a refund is declined.

You had a past-due balance to cover service until you canceled your lines in November 2024, which is why there were withdrawal attempts. There was no payment made towards the service in January 2025.

I waived the balance as a courtesy and removed autopay from your account.

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.

Sincerely,

******* *******
Initial Complaint
Date:01/19/2025
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 am writing to file a complaint against Boost Mobile concerning a billing issue and inadequate customer service. As a long-standing customer, I have maintained a family plan with four lines at a monthly rate of $120. Approximately three weeks before January 19, 2025, I visited the Boost Mobile store at ***********************************, to inquire about porting a number from **** to replace one of my existing lines. The representative confirmed this was possible but advised initiating the process at the start of my next billing cycle on January 17, 2025. On that date, I returned to the store and spoke with a representative named Sana. I confirmed that porting the new number would maintain my monthly bill at $120 for four lines. Sana affirmed this and proceeded with the process. However, after porting, my account now reflects two different plans, increasing my monthly bill to $150. Attempts to resolve this have resulted in unproductive exchanges between in-store staff and customer service, each directing me to the other without resolution. I was informed that the new line couldn't be integrated into my existing plan due to network incompatibilities between Dish Network and T-Mobile. The only solution offered was to cancel the newly ported line, which is not viable as I need to retain this number. I have spent three days attempting to resolve this issue, following all instructions provided by Boost Mobile personnel, yet the problem remains unresolved. The misinformation provided has led to an unexpected increase in my monthly bill, contrary to the assurances given by Boost Mobile representatives. I seek reintegration of the ported number into my existing family plan, restoring my monthly bill to $120 for four lines, a refund or account credit for any overcharges incurred due to this issue. I have attached relevant documentation, including payment history docs.
Business Response
Date: 02/14/2025
February 13, 2025

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

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

Dear ****************************** 20, 2025, we received your complaint, dated January 19, 2025, filed with the Better Business Bureau.

You said that despite being told by an agent that porting a phone number from AT&T to your existing family plan would keep your bill at $120.00, your monthly rate increased to $150.00. When speaking to customer care, you were given conflicting responses and no solution was offered. You were told the new line cannot be brought over due to network issues, and the only option was to cancel the ported line, which you cannot do, as you would lose your phone number. You requested to be put back on your original plan and to receive a refund for the overcharges.

My attempt to contact you at ************** on February 13, 2025, was unsuccessful, but I left a voicemail. I also sent an email to you at ********************************** with a request to contact me.

A review of your account shows that your current bill is higher than intended; as a result, I created a ticket with our billing team to have this issue corrected. We will also be working to correct your number-porting issue, and to place you on the desired plan mentioned in your complaint. I will update you as more details are given to me pertaining your account. Please feel free to contact me at ************** with any further questions or concerns regarding your issue.

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 reached out to **** via email an hour or so after being contacted as the email he sent stated I could communicate in that manner. After hearing back from the BBB, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

Customer Answer
Date: 04/09/2025
I am requesting that my complaint (#********) against Boost Mobile be reopened. The representative assigned to my case, ********* ********-***, Corporate Case Manager, Executive Escalations Boost Mobile/Dish , has stopped communicating with me and has not resolved the issue with my Boost plan as previously promised. The original issue involved being misinformed by a Boost Mobile retail worker, who assured me that I could add my existing phone number to my current plan and maintain my monthly bill at $120. However, this was not done as promised, and the situation remains unresolved. We had been corresponding via email, but upon my last attempt to reach out, I received a rejection notice indicating that Mr. ************* email account has been deleted, leaving me with no way to follow up or continue the resolution process. I would appreciate your assistance in reopening this matter so it can be properly addressed. Thank you for your time and support.
Desired Resolution:
Billing Adjustment

Business Response
Date: 04/17/2025
April 17, 2025

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

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

Dear **************************** 17, 2025, we received your rebuttal, dated April 16, 2025, filed with the Better Business Bureau.

You stated that your complaint has not been resolved: one line on your account is on the wrong plan, causing the monthly rate to increase.

We spoke by telephone on April 17, 2025. I applied a $30.00 credit to correct the current amount due. I also confirmed that the line ************* is on the wrong plan. I advised you that I would submit a request to have the plan changed on Monday, April 21, 2025, which is after the next billing period has begun. In addition, I sent you an email with my contact information for your reference.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:01/19/2025
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 12/16/24 I purchased a iPhone 13 online as a Christmas gift and paid ******. The package was delivered on 12/23/24 however, upon opening it, there were 2 square readers inside but no iPhone. I immediately contacted Boost customer service to report the problem and was told I needed to contact *** 1st before they can do anything. I explained the box was NOT tampered with at all. I then contacted *** & explained the situation. They stated the issue was NOT on them but it is with Boost and packing. I called Boost back and was told they were going to open an investigation. I was told to check my email and spam folder for any follow-up information. Called Boost on 12/26/24 for an update and was told it would take several days and I should hear something by 1/3/25.After not hearing anything, on 1/6/25 I contacted Boost for an update. I was then informed that the investigation had been closed because *** was contacted and since the package was delivered to the correct address then there was nothing more that can be done. I told them the issue was never the delivery but the item I ordered and paid for was not inside. I then asked to speak to a supervisor. The supervisor assured me that there is definitely an issue and I am owed a refund. She said another phone could not be sent. She said she was expediting the ticket # ******* to Corporate because they are the only ones who can issue refunds. She said it would take 2-3 days for the refund and keep checking my email for any updates. On 1/17/25 I contacted Boost because I have not received my refund nor any type of correspondence. The agent basically gave me the original information about the investigation being closed. Upon asking, I was transferred to a resolution specialist who was rude and repeated the same information from the 1st ****** I informed her of my interaction on 1/6/25 with the ticket#******* and she said there were no updates and for me to just wait. This is unacceptable, I just want my money back.
Business Response
Date: 02/12/2025
January 23, 2025

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

Re:          BBB Complaint #********
353275913727 -************

Dear ***************************** 20, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.

You said that you ordered a device, but when it arrived the package contained a weight and not a phone. You contacted us and **** but the issue was not resolved.

Once we handed over the package to **** we are no longer considered liable for any issues that may occur during transit, like loss or damage, and the responsibility falls on the shipping company. You will need to file a dispute with *** and continue to work with them.

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: 02/13/2025

Complaint: 22832007

I am rejecting this response because:
First of all in the Boost response they said that I stated there was a weight in my package. This is not true. I clearly stated in my complaint as well as the many phone conversations with Boost customer service agents that there were 2 square readers inside. The competency level of everyone involved at this company is very low. It saddens me that this company will not take accountability for their mistake which was placing the wrong item in my package. They would rather place the blame on *** who did their job correctly when the shipping and delivery was never the issue. How is it ok for a company to take money for an item purchased, send the wrong item and not make good on their mistake by simply refunding the money? Ive been a boost customer for many, many years and I DO NOT feel valued. This incident ruined my sons Christmas as the phone purchased was a gift. I am not satisfied with the companys efforts and I demand my refund at once. If this issue does not result in a refund, I will be moving forward with legal action.
Sincerely,

Nevaya ******
Business Response
Date: 03/13/2025
March 12, 2025

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

Re:          BBB Complaint #********
353275913727 - ************

Dear Ms. ***************** March 10, 2025, we received your rebuttal, dated March 10, 2025, filed with the Better Business Bureau.

You expressed additional concern with the issue not being resolved; you would like a refund for the device you never received.

When we spoke by phone, I asked if you had filed a claim with *** and you said that you did. I advised you that we will need proof of the denial before we could move forward with our investigation; any communication regarding the denial will suffice.

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:01/18/2025
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 January 16, 2025, I completed a successful application for new service with a promotion that included a mobile phone. My credit card was charged, indicating the order had been accepted. Later that day, I received an email stating my order could not be completed. When I contacted online support for clarification, I was initially told to wait for updates, then informed there was a billing issue, and finally directed to call customer service.After a lengthy hold, I was told the transaction could not be completed and that my payment would be refunded. No clear explanation was provided, and I was informed there was no way to escalate the matter or receive further details.This lack of transparency and resolution violates consumer protection principles. The failure to explain why my transaction was canceled after payment was accepted raises concerns under the ************************ (***) Act, which prohibits deceptive business practices. Additionally, the lack of timely refund processing may violate the Fair Credit Billing Act (FCBA), which protects consumers from improper charges. Denying escalation also conflicts with the Better Business Bureaus (BBB) Standards for Trust, which emphasize responsiveness and resolution of disputes.I request a clear explanation of why my transaction was canceled, confirmation of the refund status, and assurance that similar issues will not occur in the future. If unresolved, I will escalate this matter with regulatory authorities or file additional complaints.
Business Response
Date: 02/12/2025
February 11, 2025

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

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

Dear ****************************** 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.

You said that you ordered a new phone and service. However, it was canceled without explanation and you were told it would not be refunded.

Boost Mobile used information from your application, and in conjunction with a consumer credit reporting agency, to determine that you are not currently eligible for our services, which includes wireless services and/or the ability to finance your mobile device(s).

The credit score used is a generic telecommunications score that predicts the likelihood a consumer is going to pay their bill. It is based on your credit report at the time of your application, which is subject to change.

For more information about credit reports and your rights under federal law, visit the *********************'s website at **********************, the ************************'s website at *********** and the ************************************'s website at ************.

Our records indicate that due to a payment reversal initiated through your financial institution, your account is not eligible for a refund.

Thank you for your interest in Boost Mobile.

Sincerely,

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

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

              ***** *****
Customer Answer
Date: 02/14/2025

Complaint: 22830427

I am rejecting this response because:
My credit is considered excellent and is above 720, generally approaching 800. I would like to know by what means you discriminated against me in this decision.

Sincerely,

******* *******
Business Response
Date: 02/24/2025
February 23, 2025

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

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

Dear Mr. ****************** February 21, 2025, we received your rebuttal, dated February 21, 2025, filed with the Better Business Bureau.

You rejected our response stating that your credit is excellent and you would like to know why a decision was made against you.

As previously advised, Boost Mobile used information from your application, in conjunction with a consumer credit reporting agency,to determine eligibility for our services, which includes wireless services and/or the ability to finance a mobile device(s).

The credit score used is a generic telecommunications score that predicts the likelihood a consumer is going to pay their bill. It is based on your credit report at the time of your application, which is subject to change.

For more information about credit reports and your rights under federal law, visit the *********************'s website at **********************, the ************************'s website at *********** and the ************************************'s website at ************.

Sincerely,

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

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

             ***** *****
Customer Answer
Date: 02/27/2025

Complaint: 22830427

I am rejecting this response because you failed to provide reasoning that supports your assertion that someone with excellent credit is unprepared to pay their bill. It is my assertion that you are possibly targeting ********** individuals for subsequent practices that you know will result in greater downstream benefit.

Sincerely,

******* *******
Initial Complaint
Date:01/18/2025
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.
Yesterday I purchased a boost mobile summit flip phone and 3-month service card at *******. Today I set the phone up, I was unable to use the 3-month service card I paid for so I paid for an additional one month of service. First transaction was for $52.75 at ******* and I was then charged $15 by boost mobile for another month of service. (total $67.50 charged). The phone will not work despite doing everything correctly to set it up. ******* will not let me return the 3 months of service I paid for, I plan to dispute all of these charges with my credit card company. I spent an hour on the phone with boost mobile getting transferred multiple times and was refused help without providing my social security number.
Business Response
Date: 02/14/2025
February 14, 2025

Ms. ******* ********
*************************
***********, ** 12057

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

Dear ******************************* 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.

You said that you purchased a Boost Mobile Summit Flip phone from ******* for $52.75 and paid Boost $15.00 for the service, but you were unable to activate it; therefore, you requested a refund for both.

Although a national retailer is authorized to sell our products and services, we did not receive the funds and therefore, we cannot issue a refund for purchases made through them.

Our records show we received a chargeback from your card issuer for the $15.00 service payment made directly to us; therefore, a refund is not necessary.

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:01/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I switched to boost mobile around November 2024 and I came over as A PREPAID CUSTOMER. Today I discovered that some *** placed me on POST PAID account when I first opened up this account when I had my own device and I switched over for a PREPAID ACCOUNT. My bill is supposed to be dude every 30 days but because of a messed up of Boost Mobile my account is messed up. My account was opened on or around the 18th of the Month and I expected my account to be due every 30 days. I need someone from corporate that isnt sorry or lazy to call me and correct my account. If my account isnt fixed I will be filing complaints with the ************************ and the ************************** along with a class action lawsuit. Boost Mobile I refuse to believe if they doing me like this that hundreds of not thousands of other people has been dont like this as well. Dont send me no dam email but give me a phone call its 2 lines on my account I can be reached at.
Business Response
Date: 02/17/2025
February 11, 2025

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

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

Dear **************************** 24, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.

You said that you requested your account be prepaid, but it was setup as a postpaid account. You expect your payment to be due every 30 days.

I reviewed the original sales call from November 18, 2024, and the follow-up call on November 19, 2024.

On the November 18 call, there was no discussion of the account being prepaid or postpaid. The November 19 call the agent informed you that your account was on a postpaid plan. You did not dispute it at that time nor was there any further discussion about this throughout the remainder of the call. Your due date is the 18th of every month.

We can switch you to a prepaid account;however, it will require setting up an entirely new account and porting the two phones numbers, once it is established.

If you want to initiate this change, please contact me directly at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 02/18/2025
I paid for the $25/month service that was advertised PREPAID SERVICE since Boost Mobile wont comply I will contact the ************************ again. Boost Mobile so dam sorry.
Complaint: 22829404

I am rejecting this response because:

Sincerely,

****** *****
Initial Complaint
Date:01/18/2025
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.
My father account was suspended this morning for non payment bill was due today. I make monthly payments on his account. However ********************** sends verification code to access your account, which I couldn't get because his phone is off. I called customer service to make a payment explained what was going on. Charged additional $4.00 convenient that couldn't be waived per ***************** They both assisted for me to go through the *** to verify verification code. I kept explaining to them the *** requesting verification text code that I can't get from my dad because his phone is off. The third csr inform me that I can use pin that I set account up with & transfer me to *** which required verification code via text not pin numbe. Then I asked for confirmation number for payment said they don't provide that. I'm very upset I had to pay extra 4.00 to make a payment to his account because I couldn't get code to access his account. Hopefully this company will implement different ways to verify.
Business Response
Date: 02/12/2025
February 6, 2025

**** *.
OH 44313

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

Dear **** *.:

On January 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.

You maintain that your fathers account was suspended and although you made a payment, you disputed the $4.00 convenience fee. You said that you were unable to retrieve the text message to verify the *********** requested a refund.

As stated in Boost Mobile's terms and conditions,"We may charge activation, prepayment, reactivation, program, or other fees to establish, change, or maintain service. Certain transactions may also be subject to a charge (for example, convenience payment, changing phone numbers, handset upgrades, etc.)." You can avoid paying the convenience fee by making a payment online.

As a courtesy, I applied a credit of $4.00 to the account.

We apologize for the 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, L.L.C.

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

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

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