Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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.
- 1,509 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/18/2025
Type:Sales and Advertising IssuesStatus: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 called Boost Mobile back in December and explained I received an email stating I activated service. They stated they couldnt help me because the person who used my email address setup a pin on the account and I needed that. Then they transferred me to 4 other people telling me each person could help me. They did not. I just got an email with the name ******* made a payment on the account. I need my email address removed from this persons account because I dont know them nor do I even have Boost myself. This type of action could lead to identity fraud and Boosts customer service is lacking in helping people remove their email address from this persons account. I cant believe after explaining in detail that it wasnt me that Boosts customer service didnt remove my email after knowing it could lead to identity fraud.Business Response
Date: 02/11/2025
January 22, 2025
Ms.******* *******
IL 61820
Re: BBB Complaint #********
************
Dear ****************************** 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.
You said that you are not a customer of ********************, but your email address is tied to an account and you have been unable to remove it.
I located the account with your email address and removed 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
****** ********Initial Complaint
Date:01/18/2025
Type:Product IssuesStatus: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.
09/29/24 on the boost mobile website, I bought a new iPhone 16 pro max phone for a special offer, where I had to hand over my old iPhone XS Max to trade in and in return receive a loan of $ ***** from boost mobile. The cost of cellular communication for the promotion was supposed to be $ 65 + the cost of a boost mobile phone after tried in $ 7.75 for 36 months. I took the phone to the Apple Store, activated the boost mobile SIM card and started using it. I paid $66.75 according to the terms of the promotion, and in the second month boost mobile billed me for $102.28, where they did not take into account the $***** loan I was supposed to receive from them for handing over my previous iPhone and using the promotion. after my call to the service center, they recalculated the amount to 77.83$. In the third month, the situation repeated itself and I had to call them again, they recalculated, I talked to them many times, asked them to set off my $***** loan and get the cellular connection recalculated, but every time I call them again. This month, I called them again and talked to their supervisor, they promised to refund the money and deposit the promotion into my account, but the money was never returned, the promotion was not paid and they issued an invoice for the next month in the amount of $102.28 Where I pay $ ***** for a cellular connection instead of $7.75Business Response
Date: 02/12/2025
February 11, 2025
Ms. ***** *******
********************************* 16A
*****************************;
Re: BBB Complaint #********
************** - ************
Dear ****************************** 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.
You said you traded in your device to receive a loan credit towards your new device. You received a bill for $102.28 and you were informed the discount had not been applied to your account. You were then advised your monthly bill would be around $77.83; however, it was not corrected. You also stated that you were promised a refund, which you never received.
Your account was impacted by a systematic issue that has since been resolved. You will now be billed correctly for the device financing, and a credit of $27.78 was applied to your account on January ******.
A review of your call shows you were not offered a refundyou were offered an account credit, which you received.
We apologize for any confusion.
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: 02/12/2025
Better
Business Bureau:
? ?????????? ?????, ??????????????? ???????? ? ????????? ?????? ? ??????????????? ********, ? ??????, ??? ??? ??????? ???? ?????????????.
? ?????????,
????? ??????Customer Answer
Date: 02/22/2025
I contacted your company earlier with this message. you helped me resolve the issue with boost mobile, but after a short period of time, boost mobile billed me incorrectly again.they did not recalculate the money for the past months and did not return it to me. 09/29/24 on the boost mobile website, I bought a new iPhone 16 pro max phone for a special offer, where I had to hand over my old iPhone XS Max to trade in and in return receive a loan of $ ***** from boost mobile. The cost of cellular communication for the promotion was supposed to be $ 65 + the cost of a boost mobile phone after tried in $ 7.75 for 36 months. I took the phone to the Apple Store, activated the boost mobile SIM card and started using it. I paid $66.75 according to the terms of the promotion, and in the second month boost mobile billed me for $102.28, where they did not take into account the $1,000 loan I should have received from them for handing over my previous iPhone and using the promotion. After my call to the service center, they recalculated the amount to 77.83$. In the third month, the situation repeated itself and I had to call them again, they recalculated, I talked to them many times, asked them to set off my $1,000 loan and recalculate the cellular connection, but every time I call them again. This month, I called them again and talked to their supervisor, they promised to refund the money and deposit the promotion into my account, but the money was never returned, the promotion was not paid and they issued an invoice for the next month in the amount of $102.28 Where I pay $ ***** for a cellular connection instead of $7.75
Desired Resolution: billing adjustment
Business Response
Date: 02/28/2025
Date Sent: 2/28/2025 8:06:48 PM
February 11, 2025
Ms. ***** *******
********************************* 16A
************************
Re: BBB Complaint #******** & #********
63347361350672 - ************
Dear Ms. ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">On January 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.
You said you traded in your device to receive a loan credit towards your new device. You received a bill for $102.28
and you were informed the discount had not been applied to your account. You were then advised your monthly bill
would be around $77.83; however, it was not corrected. You also stated that you were promised a refund, which you
never received.
Your account was impacted by a systematic issue that has since been resolved. You will now be billed correctly for
the device financing, and a credit of $27.78 was applied to your account on January 8, 2025.
A review of your call shows you were not offered a refundyou were offered an account credit, which you
received.
We apologize for any confusion.
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: 22828089
I am rejecting this response because:
Sincerely,
***** *******
The amount in my account has not changed.Business Response
Date: 03/14/2025
March 13, 2025
Ms. ***** *******
********************************* 16A
*****************************;
Re: BBB Complaint #********
************** -************
Dear Ms. ****************** March 12, 2025, we received your rebuttal, dated March 12, 2025, filed with the Better Business Bureau.
You rejected our response stating the amount on your bill has not been adjusted.
A credit of $27.78 for the phone discount was applied to your account on February 24, 2025, which was after your bill was generated. You were charged the correct amount ($77.95) on March 8, 2025, and a credit of $27.78 was already applied to your account for the next billing cycle.
We apologize for any confusion this may have caused.
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:01/17/2025
Type:Service or Repair IssuesStatus: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 regular bill with Boost Mobile is $166 per month. This includes device financing for both of my lines. In the month of January I was charged $212 which is roughly $46 over the amount of my normal bill. When I noticed the charge I immediately called Boost Mobile. I was told by an employee, ****** out of *******, ***** that this was a mistake and has been happening to many customers. I was assured that someone would follow up with me to correct this issue and that he also put in a ticket for the refund amount of $212. No one followed up with me after numerous calls and even an email. When I called today, to switch my service and follow up on the refund for the amount I was overcharged I was told that they made a mistake and the $46 was credited to my account, I no longer have an account with ******************. The *** then tells me the $46 was credited to pay off the remainder of the price of the cell phones even though I covered the payment of the cell phones during December's payment. I also covered the payment of January's device financing + the $46 charge. This amount should have been refunded to my card as I was overcharged. They are refusing to refund me for the overcharge. Meaning, I basically just paid double during the month of January for the phone financing. They just took $46 off of the remainder amount of the phones. Being that i am no longer a boost mobile customer, I also requested a refund for the amount of days in the remainder of the month that I will not be using the service. They also refused me a refund for this. As of this month I was overcharged $46 and I paid for an entire month of service when I switched my service over to T-Mobile on the 17th of January. This should be considered fraudulent and I would appreciate any assistance recouping the funds that Boost Mobile has stolen from me.Business Response
Date: 02/12/2025
February 3, 2025
Ms. ****** *****
13207 Plantation Lakes Cir.
**********************;
Re: BBB Complaint #********
************ - ************
Dear **************************** 20, 2025, we received your complaint, dated January 17, 2025, filed with the Better Business Bureau.
You said that you were overcharged $46.00 in January 2025. When you called to inquire and request a refund, you were told it would be applied as a credit;however, you no longer have an account.
Our records show that you filed a dispute with your financial institution, which we accepted; therefore, you received the funds back.
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
****** ********Initial Complaint
Date:01/17/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile refuses:1. Apply a $5.00 credit towards my next bill due on February 8th.2. Remove my account from auto pay.3. Will not reinstate my second phone number ************Business Response
Date: 02/12/2025
February 4, 2025
Ms. ******** ******
************************************
******, CO 80216
Re: BBB Complaint #********
************ - ************
Dear ***************************** 20, 2025, we received your complaint, dated January 17, 2025, filed with the Better Business Bureau.
You said that Boost Mobile refuses to apply a $5.00 credit to the account, remove AutoPay, and reinstate the phone number *************.
Our records show that the phone number was deactivated on May 14, 2024. The last contact from you was on November *******. Due to the amount of time since deactivation, the phone number is ineligible to be reactivated and may have been reassigned through another carrier.
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: 22826972
I am rejecting this response because:Boost Mobile has not applied a $5.00 credit to my current account. I attached a copy of the credit from Boost Mobile. I am asking for Boost Mobile to waive two months ($45.00 each month) for the inconvenience.
Sincerely,
******** ******Business Response
Date: 02/24/2025
February 21, 2025
Ms. ******* ******
********************************************
***************************;
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** February 20, 2025, we received your rebuttal, dated February 20, 2025, filed with the Better Business Bureau.
You said that you rejected my response because you still have not received the $5.00 credit. You requested a two-month service credit for the inconvenience, and for autopay to be deactivated.
I attempted to contact you at the phone number you provided in the complaint, but you are not accepting calls.
Your phone number was deactivated on May *******, so there is no need to apply a credit for any amount. In addition, you were receiving an Affordable Connectivity Program (ACP) Top-up Allowance to cover the service charges; therefore, the two $45.00 credits you requested are unwarranted.
Please note, autopay is not active on this account. If you have another account with ********************, with a different name and phone number, please feel free to contact me at ************** to discuss your concerns.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 03/03/2025
Complaint: 22826972
I am rejecting this response because:***** ********, Corporate Escalation Team Boost Mobile, L.L.C. is not responding to my complaint accurately.
1. I currently have cell phone service with Boost Mobile under an alias name "***** ********" to protect my identity.
2. See attached Colorado Address Confidentiality Program (ACP) card and my driver's license. ************ is a state funded program for survivors and victims of domestic violence.
3. Also attached is my current statement for the month of March and my account profile that matches my name and email address.
5. Mr. ********* statements dated February 21, 2025 are inaccurate for the following reasons:
6. My current phone number IS NOT CONNECTED TO AN AFFORDABLE CONNECTIVITY PROGRAM (ACP). I pay the FULL monthly amount for cell phone service.
7. My account is enrolled in autopay. FOR THE PAST 6 MONTHS, I HAVE CONTACTED BOOST MOBILE CUSTOMER SERVICE. AGENTS HAVE REFUSED TO DEACTIVE AUTOPAY ENROLLMENT FOR **** CARD ENDING IN 1007.
8. ESCALATE MY REQUESTS TO MR. ******** TO IMMEDIATLEY REMOVE THE **** CARD ENDING IN 1007 AND DEACTIVATE AUTOPAY FROM MY ACCOUNT.
9. MY SECOND REQUEST IS TO CREDIT MY ACOUNT $100.00 FOR THE CONTINUED INCONVENIENCES OF BOOST MOBILE'S HORRIBLE CUSTOMER SERVICE, FAILURES OF ********************** CUSTOMER SERVICE TO PROCESS MY REQUESTS TO DEACTIVATE AUTOPAY FROM MY ACCOUNT AND FOR MR. ******************************* CUSTOMER SERVICE MONOPOLIZING MY TIME.
Thank you.,
******** ******
Initial Complaint
Date:01/17/2025
Type:Product IssuesStatus: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 tried switching service from Boost Mobile to ATT and wanted to keep my same number. Boost Mobile wouldn&#**;t allow old number or switch your services. I had get a number-***********) and my old number was ***********). I would like a refund of $100 refunded back to me because I had to get a new telephone.Business Response
Date: 02/14/2025
February 11, 2025
Mr. ****** *******
*********************************************************
************************;
Re: BBB Complaint #********
************ -************
Dear ****************************** 23, 2025, we received your complaint, dated January 17, 2025, filed with the Better Business Bureau.
You said you attempted to port your phone number to AT&T, but we will not allow you to do so. You requested a $100.00 refund.
My attempts to contact you at ************** on February 7 and 11, 2025, were unsuccessful, but I left a message each time. I also sent emails to **************************** and *************************** with a request to contact me.
Our records show your line is currently suspended due to nonpayment. In order to port your phone number to a new provider, your line must be active. After 90 days of nonpayment, your line will be canceled and you could potentially lose your phone number permanently.
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:01/17/2025
Type:Service or Repair IssuesStatus: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 downloaded the boost mobile app and paid for an eSIM. I was unable to connect or even download the eSIM. I was just charged again for another month and unable to use services. Seeking a refund for services not used.Business Response
Date: 02/11/2025
February 7, 2025
Mr. ****** ******
PO Box 3025
****************
Re: BBB Complaint #********
************** - ************
Dear ***************************** 17, 2025, we received your complaint, dated January 17, 2025, filed with the Better Business Bureau.
You said that you paid for an eSIM, but you were unable to add it. You also indicated that you were charged for an additional month of service. You are requesting a refund.
The Boost Mobile terms and conditions state that you agree that you will activate the device within 30 days and use the device on the ******************** network. As you were also enrolled in *******, you gave Boost Mobile permission to withdraw the account balance on the billing due date.
Below are the requirements to be eligible for a full refund, including taxes and fees under the 30-day money back guarantee:
Create a new Boost Mobile account and activate one or more lines
Transfer or "port" in your phone number from another carrier
Because you did not port in your phone number, your request for a refund of $14.60 was denied. As a courtesy, a refund of $27.31 was issued back to your credit card ending in 3616 on February 6, 2025. Please allow up to five business days for processing.
Your account has been removed from ******* so you will not be automatically charged for service moving forward.
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, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 02/12/2025
Complaint: 22823300
I am rejecting this response because: I was unable to use any of the services required to even active. The account would not permit installation of an eSIM. I couldnt even get access to the eSIM; I.e., emailed the eSIM QR code and I install itNext; I was unable to delete the account or even end services because I did not have an installed eSIM with a number.
The extra month that I was charged; I couldnt get into the account to stop auto pay. My only alternative was to file the bbb complaint and seek a resolve.
In the end I switched to another carrier and paid for three months service with Mint Mobile.
Lastly; I am in ******* at this time. I am unable to utilize any boost mobile services in this country. Or have anything to do with CDMA networks in the ****
all this aside; a full refund would be appreciated. If in the future Boost mobile makes it easier for customers to register and use devices on your network I will be looking into your services.
Sincerely,
****** ******Initial Complaint
Date:01/16/2025
Type:Product IssuesStatus: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.
boost mobile is falsely advertising an no payment for the iphone 16 when selecting the infinite access "special deal" option. the final screen displays a 38 finance charge but then also states there is a 27 phone discount. with the 65$ plan and the 500 GB storage costing 11$ extra it should be around 76$ a month, none of the monthly charges are displayed and the verbiage is unclear. then after being charged 89$ tax on top of the 65$ charge for 149$. i receive an email that i then would be charged 104$ a month, with no break down of pricing of WHY im even being charged that much.I then called customer support where i was transferred between several departments before getting to sales department. after being asked to sign a NEW agreement, i then received an email the order couldnt be processed. after being transferred to a fraud department i was told i could not be told why my order was cancelled and thats it, have a nice day. this company has a horrible customer service and no business sense.Business Response
Date: 02/12/2025
February 12, 2025
Mr. ***** ******
2012 Vinewood St.
*****************
Re: BBB Complaint #********
************** - ************
Dear ***************************** 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
You stated that you placed an order for a device on January 16, 2025; however, when you received the confirmation email, the price was higher than expected. You called customer care to cancel the order, and you were advised that it had been and the device would not be mailed out. You then set up a new account to process a new order, but it was canceled by our *************** Team. You then received the original order. You requested that you be able to return this device for a full refund.
When we spoke on January 22, 2025, you advised me that customer care assisted you with setting up a device return. As a courtesy, I provided you with a prepaid shipping label.
On February 3, 2025, I confirmed that the device was received and a full refund of $149.00 issued to your credit card account.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
***** *****Customer Answer
Date: 02/12/2025
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:01/16/2025
Type:Product IssuesStatus: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.
Buyer beware of getting ripped off. I purchased a phone and a $30 card to upload on the phone from *******. Seemed simple enough, just insert the sim card and call to activate. After HOURS of being transferred, given multiple toll free numbers and no one with any competence (and not being able to speak to a manager because I didn't have an account)...the phone ICCID was not good and I was told to take the phone back to *******. AND neither Boost nor ******* will refund the $30 card I bought for a phone that I can't activate.Business Response
Date: 02/11/2025
February 3, 2025
Ms. ******* ******
CA 95376
Re: BBB Complaint #********
************
Dear ***************************** 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
You said that you purchased a phone and a $30.00 card to upload the phone from *******, but it was determined that the ***** was not good and you were advised to return it; however, they refused to issue you a refund. You requested that a refund be provided from Boost Mobile.
Although ******* is among the national retailers authorized to sell Boost Mobile-branded products, they are entirely independent;therefore, any disputes with transactions and purchases made at one of their stores must be handled directly with them. Boost Mobile did not receive any of the proceeds and therefore, cannot issue a refund or credit. We recommend that,if you used a credit or debit card, you dispute the transaction with your financial institution.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 02/15/2025
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,
******* ******Initial Complaint
Date:01/16/2025
Type:Sales and Advertising IssuesStatus: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.
Boost Mobile is currently advertising the iPhone 16 Pro Max for $5.55 a month if youre on the $65 plan. I recently switched from my previous provider because of the significant savings I could get. When I placed my order, I pre-paid for the service and the phone based on the advertised price. The ***** was listed, and I received a credit before checking out. However, today, I received a bill that contradicted the advertised price and what I had paid for. I was charged the full $***** for the phone without the discount.I called Boost Mobile today to inquire about the discrepancy and was informed that the discount would be applied months from now. This information was not disclosed to me during the pre-payment process. Why would my prepayment include the advertised discount if it wont be active for months? This oversight has made me reconsider my decision to switch providers. Now, Im faced with the option of paying a higher price or incurring additional costs to switch back to my previous provider.I believe Boost Mobile should be held accountable for this error. Im certain that Im not the only customer experiencing this issue. I urge ******************** to rectify this situation promptly and ensure that all customers receive accurate information and pricing during the pre-payment process and after.Business Response
Date: 02/12/2025
February 12, 2025
Mr. ******* ******
********************
*************************************;
Re: BBB Complaint #********
************** -************
Dear ***************************** 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
You said we advertised an iPhone 16 for $5.55 per month with the $65.00 plan, but you were charged the full financing amount. You expressed concern that you were informed by customer care the promotion would not be applied until months in the future.
Your account was impacted by a systematic issue that our teams are diligently working to fix. A credit of $27.78 was applied to the account on January 17, 2025, to cover the overcharge. You will be charged $5.55 for the device financing moving forward.
We regret 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, 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:01/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone back in August and 1 week later it was saying it was delivered. Upon me calling Boost stated that they would call *** and file an investigation. A couple weeks go by and they informed me that their investigation was complete and that the package was delivered to me.A week later I called *** and began asking who signed for the package because I never received a package. I have cameras and nothing was picked up on camera. They then told me that they would launch another investigation. A couple days later I was called by *** and informed that upon them completing there 2nd investigation they would contact Boost and let them know the outcome so I can be given a refund. I called Boost mobile and they told me that the only investigation was complete and I was responsible for the phone payment and that nothing on their end was being shown of *** launching another investigation. I have called more than 10 times and ask to speak to a manager and I always get told "we'll put in a ticket for your refund" and nothing gets done about this.I assume that all that needs to get done is someone from boost reaches out to *** and asks them about a second investigation. I am currently STILL being charged for the 1st phone and monthly plan. My 120$ for the activation fee was never refunded.Business Response
Date: 02/11/2025
February 11, 2025
***** ********
****************************************************************************
Re: BBB Complaint #********
************
Dear ***** ********:
On January 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
You stated that you purchased an iPhone 15 with service in August of 2024. You said that you never received the package. You contacted Boost Mobile, but you were told the order was delivered to your address. You opened an investigation with *** and they confirmed that the device was not delivered correctly and they approved your claim. You requested that we confirm that *** approved the claim, and provide a refund.
We were able to confirm that a claim with *** for the tracking number on your order was processed. We have submitted a request to cancel the financing on the device and to refund the payment of $120.80 that was taken on August 14, 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, L.L.C.
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****
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