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.
1,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/12/2025
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 October 11 I purchased and got a boost plan Once the phone came I activated the phone I ask for the phone name to be a business name as it was for business. The customer service was suppose to a** thw business name and keep my name.The phone is now lost and because my ss number got the phone and the business name is on the phone it is no way to obtain the code for verification.I am very upset because I now need a phone and am unable to use it. I will still have to pay for a phone i currently have no access to and can't get a new phone for.
Business Response
Date: 02/07/2025
February 6, 2025

Ms. ****** ********
***********************
*******************, DE 19720

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

Dear ******************************* 13, 2025, we received your complaint, dated January 12, 2025, filed with the Better Business Bureau.

You said that on October 11, 2024, you purchased a device and plan. You requested your account be put under your business name. You lost the device and you were not able to obtain a verification code to access your account. You expressed frustration with the need for another device, but not being able to access your account to order one. You requested to have your proper name added back to your account.

Our records confirm that a ticket was created and notations confirm you have been in contact with a Boost Mobile technical agent, and your account name has successfully been changed. On Wednesday, February 5, 2025, you responded to an email from a Boost Mobile support agent thanking them for their assistance.

We regret 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:01/12/2025
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 was just charged ***** out of my checking account. mm y total should be $25 a month +***** my phone. since I applied for my account am o to auto paid $185 dollars. my I signed up December 4th.didnt get my phone till December 14 didn't activate till 28th.I've paid $185 for less than 3 weeks service .on my bill it says I have 2 ************ is for $55 a month.i only have 1 phone after 1 hour with a ****** bill is the same.I
Business Response
Date: 02/07/2025
February 7, 2025

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

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

Dear ****************************** 13, 2025, we received your complaint, dated January 12, 2025, filed with the Better Business Bureau.

You said Boost Mobile charged you $69.95 and your monthly bill should be $25.00 plus $16.67 for your device finance charge. You have paid boost Mobile $185.00 since you signed up for service on December ******, and your service was not activated until December 28, 2024. Your bill stated you have two accounts with one at $55.00.

A review of your account indicates a device finance order was created on December 4, 2024, and you paid $42.37 in taxes for the device. On December 7, 2024, your account was charged the first $16.67 device finance charge and a statement was created on December 21, 2024, for that amount. This bill was paid on January 3, 2025, via automatic payment.

On December 31, 2024, you were charged $26.76 for service from December 30, 2024 through January 7, 2025, $16.67 for your second device finance charge and $26.42 for service from January 7, 2025, through February 7, 2025. On January 7, 2025, your statement was for $69.85 and this was paid on January 11, 2025, through automatic payment.

Our records indicate you have paid $42.37, $16.67 and $69.85 totaling $128.89. I did not find any other payments on your account. On January 21, 2025, we received a credit card chargeback for $27.67 and this was accepted and returned to the ********** that ends in 4680.

The first service charge billed on December 31, 2024,was for the incorrect amount, and I issued a one-time $27.67 credit to offset the credit card chargeback on your account. Going forward your bill should be $26.42 for your monthly service charge and $16.67 for your device finance charge.

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

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 02/08/2025

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,

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

Customer Answer
Date: 03/26/2025
boost insist on overcharging me and charging me for 2 lines. I didn't start service till January **** bill should be $43 a month including phone payment. approx $170 not $270.thid is the 2nd BBB complaint.
Desired Resolution: Billing Adjustment
Business Response
Date: 04/01/2025
April 1, 2025

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

Re:          BBB Complaint #********
15559433365620 - ************

Dear Mr. ****************** March 28, 2025, we received your rebuttal, dated March 28, 2025, filed with the Better Business Bureau.

You said that you have been billed over $270.00.

When we spoke, I advised you that your payments have been submitted as follows:

03/22/25 - 7:15 PM MasterCard ending in 7523, Autopay: $43.09

02/23/25 - 1:14 PM MasterCard ending in 7523, App: $15.42

01/11/25 - 6:24 PM MasterCard ending in 4680, App: $69.85

01/03/25 - 2:49 AM MasterCard ending in 4680, App: $16.67

12/06/24 - 3:35 AM MasterCard ending in 4680 Web: $42.37

We went over your bill and payments and I explained that all charges are 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

                ****** ********
Initial Complaint
Date:01/12/2025
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 january 11 2025 i received a Message from boost mobile stating that I have used the 40 gbs of high speed internet not to note that my plan payment started on January ****** I have not consumed 40 gbs in 11 days specially when I have wifi in my house and Wi-Fi in my job. On January 12 2025 I called boost and spoke with supervisor catima she was not trying to be help full at all she knows nothing about customer service and she was not trying to find a solution, I requested her to open a case with the technician support to investigate this issue and she refuses to do so is not fair that not even in the middle of the month since my plan begins that I have to pay again for another plan or thats I have to pay to add extra data when I have not consumed the 40gbs on my plan this supervisor hang up on me and she was not respectful at all
Business Response
Date: 02/14/2025
February 12, 2025

Mr. Ixander *******
***********************************************************

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

Dear ****************************** 22, 2025, we received your complaint, dated January 12, 2025, filed with the Better Business Bureau.

You stated that you experienced changes in performance when using applications that require data usage.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

We regret any inconvenience you may have experienced.

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

Complaint: 22801549

I am rejecting this response because:
There was no solution provided by the company
Sincerely,

Ixander *******
Initial Complaint
Date:01/12/2025
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 reached out to boost mobile several times in regard to adding phone insurance onto my lines. Once reaching out they provided me with ticket number *******. They told me they would have it resolved and have yet to have it resolved. I have been very patient in this process & if they cant have it resolved I would no longer like to be apart of this company. If I would have known this I would have cancelled my lines before the 30 days. Ive spoken to several representatives & no one can help me. I spoke to ***** today & she says she has to reach out to the back office and there is still is no time frame. She stated she would try to get a push but doesnt know how long this will take.
Business Response
Date: 02/05/2025
January 27, 2025

Ms. ******* ********
2214 Ibis Ct.
************************;

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

Dear ******************************* 13, 2025, we received your complaint, dated January 12, 2025, filed with the Better Business Bureau.

You said that you have attempted on multiple occasions to add insurance for both of your phones, but you have been unsuccessful.

We are continuing to review this matter. Once this is completed, we will provide you with an explanation. We apologize for any inconvenience.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:01/11/2025
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 was overcharged $113.06 on statement for billing period in December. I called right away on Dec. 18th and the agent ******* confirmed the discrepancies and opened ticket for refund to be issued. I was told to allow a few days for the ticket to be reviewed by the boost mobile refund department and then another 1-3 days after that for them to issue the refund. I called back twice more after that and was told they were still reviewing it. I then called 1/12/25 and was told ticket had been closed and they didnt approve refund nor did they communicate any of this to me via email as they said they would. They opened another ticket and now I have to wait some 3 days for them to review it again when it is very clear that these were duplicate charges taken out of my checking account
Business Response
Date: 02/07/2025
February 7, 2025

Ms. ****** *****
**********************
********, ** 77584

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

Dear **************************** 13, 2025, we received your complaint, dated January 11, 2025, filed with the Better Business Bureau.

You said in December 2024, you were overcharged $113.06 on your Boost Mobile statement. You contacted Boost Mobile to report the error and get a refund, a ticket was opened and after checking on it a few times, you were told your refund request was denied.

A review of your Boost Mobile account indicates the extra charge was from a tax charge tied to a $82.50 tax charge on a device trade in and a $30.56 device finance charge.

On January27, 2025, we received a credit card chargeback for $113.06 that was returned to the **** ending in 9783 and this amount will then be added to your next bill. I issued a $113.06 credit to cover the chargeback and I am looking into where these charges originated from and will reach out to you as soon as possible.

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

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer Answer
Date: 02/07/2025

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:01/11/2025
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 trying to get two cell phones unlocked because I am not happy with the service at all and they will not unlock my phones unless I have service with them for a year. I own the cell phones. I do not have good service with them and the price I am paying is not the price I was told that I would be getting, ********** at my home is not good and I need to be in contact with the husband when I am not home because he is disabled. I am not happy with the phone service or the customer service at all. There is no reason that they are holding my phone from unlocking it when I own the phones. If I am not happy with the service I should be able to go with what service carrier I want. I want my phones unlocked!!!!
Business Response
Date: 02/05/2025
January 21, 2025

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

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

Dear *************************** 13, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.

You said that you have been attempting to have your two devices unlocked so you can use them with another provider, as you are not happy with the service you are receiving.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

A review of your account reveals that the two devices have not been active long enough to be unlocked.

Our records also reflect usage on all three of your devices.However, if you are interested in trying another network to improve your service 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: 02/05/2025

Complaint: 22798455

I am rejecting this response because:
I have NOT been happy with the service since I got it. I was not told correct information when I signed up. I did NOT sign a contract. I own the phones. I want them unlocked!!
Sincerely,

***** ****
Business Response
Date: 02/12/2025
February 12, 2025

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

Re:          BBB Complaint #********
99758413568256 - ************

Dear Ms. *************** February 11, 2025, we received your rebuttal, dated February 11, 2025, filed with the Better Business Bureau.

You rejected our response stating that you have not been happy with the service since the beginning and you were not given the correct information. You also stated you did not sign a contract. You would like your devices unlocked, as you own them.

A review of your account reveals that one of your devices (IMEI: ********************************* unlocked; the other two are locked because they were purchased at a discount and require active service for a year before they can be unlocked. I also am unable to confirm that you were provided with inaccurate information. Our records reflect that when you contacted us to activate the account, we advised you of the monthly cost before you made a payment. However, in the interest of customer service, I unlocked your remaining two devices (IMEI: *************** and IMEI: ***************).

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:01/11/2025
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.
Subject: Urgent Resolution Needed for Fraudulent Charges My name is ******* on ******, 2024 I have discovered several unauthorized charges on my account that I did not authorize. Upon noticing these discrepancies, I promptly contacted customer service to report the fraud. The representative I spoke with reassured me that the erroneous transactions would be rectified and refunded. However, after numerous follow-up callsincluding one where I specifically requested to speak to a managerI have seen no progress. To make matters worse, the manager I spoke with declined to provide his name when I ******** has now been since September 24, 2024, since I reported this issue, and I have yet to receive my refund or any guidance regarding the return of an iPhone that I did not order. Thankfully, the scammer did not change the shipping address, allowing me to receive the phone, but I have no desire to keep it. I urgently need assistance with its return in order to recover my funds. Additionally, Boost Mobile swapped my phone number without my consent, and despite consultations with three different technicians, I have been unable to revert it back to a new physical SIM card.Moreover, I must highlight a critical security vulnerability within the mobile app. It appears that once a device is logged in, access remains open even if the password has been changed. This has allowed the scammer to continue their malicious activities through the app, often contacting customer service undetected. The only way to revoke their access has been to request customer service to log them out from all devices, which is an alarming issue that requires immediate attention.This entire ordeal has caused me significant stress and financial strain, and I expect a swift resolution. Please take urgent action to investigate this matter and provide the assistance I need.Thank you for your attention to this serious issue. I look forward to your prompt response.Sincerely, ******* ****
Business Response
Date: 02/05/2025
January 21, 2025

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

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

Dear *************************** 13, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.

You said that you have been billed for unauthorized charges and you have been attempting to return a device.

I attempted to reach you by phone on January 18 and 21, 2025, without success, but I was able to leave a voicemail.

I was unable to locate the account in question. Please contact me directly at ************** with your account information, if you still need assistance.

Sincerely,

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

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

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

Customer Answer
Date: 02/05/2025

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:01/10/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with this company on 1/7/2025. I paid $296 as the online invoice said. Then a couple of hours later I got an email from the escalation department saying that I needed to call. I called and ended up being told that my order was going to be canceled. Because of that I went with a different carrier. At this point I am expecting a refund for the money to go on my card but I got an email on 1/9/2025 stating that my order was shipped. So I called Boost and spoke with an escalation *** that told me my order would be canceled and I would get a confirmation email about my refund. I got no email. Then today I get a email with the tracking number. I need this order to be canceled and my funds returned as stated.
Business Response
Date: 02/05/2025
January 25, 2025

Mr. ***** ********
*******************
**************** 19143

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

Dear ******************************* 13, 2025, we received your complaint, dated January 10, 2025, filed with the Better Business Bureau.

You said you placed an order and paid $296.00, but you were informed it was going to be canceled. You received a tracking number despite this. You requested for the order to be canceled and refunded.

Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.
Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 business days with an explanation for the denial.

I confirmed your devices have been returned and a refund of $296.00 issued on January 20, 2025. Please allow 3-5 business days for processing and delivery.

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

                ****** ********
Initial Complaint
Date:01/10/2025
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 an active military service member being deployed overseas. I have been getting run around and lied to regarding getting my device unlocked for "Military Deployment Overseas". On Dec. 14, 2024, I went to a physical Boost Store to set up service and purchase a new phone because my 5 year old phone was on its last leg. I showed the salesperson at the Boost store a copy of my Deployment Papers but was told to call "611" and a customer service *** would unlock my phone per Boost's "Military Unlocking Policy" because they don't unlock phones in the store.On Dec. 18, 2024, I did as I was instructed and called "611" to have my phone unlocked and to look into being put on a "Military Deployment Plan" when I leave for overseas deployment in a few weeks. On Dec. 18, 2024, I was sent an email from Boost and was instructed to ***ly to that email attaching a copy of my ***************** Deployment Orders which I immediately did-- exactly as I was told.Weeks later I have yet to get confirmation of the Military Deployment Program enrollment and my phone was never unlocked, per your own Military Unlocking policy! I have just days before I am deployed into an active war zone! I need my phone unlocked for international use NOW. PLEASE UNLOCK MY PHONE NOW FOR MILITARY OVERSEAS DEPLOYMENT, IMMEDIATELY. Thank you.
Business Response
Date: 02/05/2025
January 22, 2025

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

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

Dear ****************************** 13, 2025, we received your complaint, dated January 10, 2025, filed with the Better Business Bureau.

You said that you have been trying to unlock your phone due to your upcoming deployment.

The Military Deployment Program only allows for the suspension of service while outside of the country (so you do not lose your phone number); it does not include unlocking your device. If you purchased the phone at a discount through our subsidized purchase program, you can pay the difference between the amount you paid and the Manufacturers Suggested Retail Price (MSRP) and it will be unlocked. Currently, the **** for the Apple iPhone 15 is $729.99. Please note, your account is still active, at your request.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:01/10/2025
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 signed up with Boost Mobile in November 2023 for 3 lines. i received 3 I Phones. The phones were placed on a monthly payment plan. i started to have issues with 2 of the phones right away. i was not receiving any signal. i was not receiving calls. i was not able to make calls. i had no internet. i was working with IT for half a year trying to get the 2 phones to work. Nothing was solved. i decided to switch out the 2 lines. i asked and was told that i could not return the phones are they were past the 30 days return window. i asked and i was told i that i would need to pay off the phones via monthly payments until the phones were paid off. Even though the phones were defective, and there is record of me having issues with 2 lines from the start i decided to just pay the phones off via monthly payment. Now, after almost 6 months of paying for the phones monthly, Boost mobile sent me a bill for the full remaining balance of the phones. i called Boost Mobile and inquired about this. i was told that was i was given incorrect information that i can pay off the phones via monthly payment and the payment is due in full, $1300. There was no attempt to remedy the situation. There was no attempt to come to a reasonable resolution. from the start i have had issues with service and been given false information. Boost is fraudulently providing clients with false information and running out a return window so clients are stuck with non working phones and service. I want Boost mobile to honor the monthly payment agreement until the phones are paid off.
Business Response
Date: 02/05/2025
February 4, 2025

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

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

Dear *************************** 13, 2025, we received your complaint, dated December 30, 2024, filed with the Better Business Bureau.

You stated that you activated three lines in November 2023,but two were experiencing technical issues. You wanted to return these devices for a refund, even though they have been active for six months. You indicated that you were told you could make monthly payments to pay off the devices, but found the full remaining balance due on each device has already been charged. You requested to be allowed to make monthly payments.

Our records indicate that two lines were ported out to other carriers: one on May 18, 2024, and the other on August 14, 2024. Our device financing policy states that a customer must maintain their account in good standing or we may require the full remaining balance be paid immediately. By this policy, the account was charged for the outstanding balance due for the devices on these lines. Unfortunately, we are unable to provide a payment plan for a deactivated device.

The ******************** return policy states that a device is eligible for return up to 30 days after shipment.We are no longer able to accept a return for the devices in question, as it has been over 14 months since the devices were shipped out.

We regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representative will be investigated internally.

Sincerely,

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

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

                ***** *****

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