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

4,973 total complaints in the last 3 years.
1,505 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:12/26/2024
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.
On December 24th, I placed an order for a new iPhone and a SIM card. At the time, the website stated that the phone would ship out December 26th via 2-day **** This was perfect for me, since both my husband and I would be home to sign for it. Fast forward to the 3rd confirmation email and it says that my item is delayed/backordered. It doesnt say until when *********, I proceeded to contact Boost Mobile where I was given the runaround and multiple excuses. The phone is backordered, *** is backed up, and there was a holiday yesterday. Well, which one is it? Had I known any of this, I wouldnt have ordered the phone at all. The website mentioned nothing about a back order or a delay. And to try and put the blame on *** when a tracking number hasnt even been generated, is a new level of shady customer **********, since they couldnt even provide me with a ship date, I asked them to cancel the order. They also refused to do this! You cant give me a shipping date for an item that I need to be home to sign for, but you also cant cancel the order? Makes no sense and it seems like they were purposely being difficult.I just want my money back and I want to order a new phone with a different provider or directly through *****. My husband and I have jobs, and we cant just sit around waiting for a phone with an unknown backorder date that wasnt shown when I ordered the phone.I have included screenshots of the phone I ordered, STILL not showing any back orders on the website.
Business Response
Date: 01/21/2025
January 10, 2025

Ms. **** *********
5083 ***** Ct.
********, ** 19020

Re:          BBB Complaint #********
                ************** -2024-12-28128

Dear Ms. ******************** December 27, 2024, we received your complaint, dated December 26, 2024, filed with the Better Business Bureau.

You said that you ordered a device on December 24, 2024, and our website indicated that it would be shipped on December 26, 2024. However, you received notification that the device was on backorder. You also maintain that you were given the run around when you contacted customer care, and you expressed frustration with customer care not being able to cancel the order. You requested a refund.

Please be advised that orders are shipped and delivered Monday through Friday (except for holidays), which may have affected your shipping timeline.

Our records show that the device was shipped on December 26, 2024, and it was delivered on December 27, 2024. If you wish to return the device for a refund,you must contact customer care at ************** before January 25, 2025.

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:12/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 iPhone 15 pros for my wife and myself on the boost unlimited iPhone deal in 2023. The initial set up was long and difficult but was eventually figured out and we had no problems from there. The deal is a contract that if we pay the specified amount we get a new phone every year to date. In 2024 I was told I could proceed with the upgrades but I needed to do them one at a time which wasnt an issue. I got 1 phone upgraded and when I tried upgrading the second one I was told there was a minor issue. I accepted that and waited the stated amount of day to call back for more info to see if the problem was fixed. Now nearly 3 months have gone by and this mismanaged criminal company has given me the same script fed river of garbage spanning over 10 calls and more than 6 hours of my time wasted. Every single time I call they tell me the same thing after wasting my time trying to attempt the upgrade again only to tell me theres a problem. Im sick of hearing that theyre working on it, Im sick of receiving 15 emails a week to tell me a billion dollar company cant figure out an imei number, Im sick of wasting my time and Im the verge of seeking legal action over breach of contract and negligence/incompetence. Figure it out or refund me
Business Response
Date: 01/22/2025
January 15, 2025

Mr. ****** ****
**********************************
****, AZ 85204

Re:          BBB Complaint #********
                ************ -2024-12-28130

Dear Mr. *************** December 27, 2024, we received your complaint, dated December 26, 2024, filed with the Better Business Bureau.

You said you have had trouble upgrading one of your devices, and you expressed frustration with the time it is ********** requested the issue be resolved and to receive a courtesy credit of more than $10.00.

Our records show you were able to successfully upgrade your device on January 10, 2024. I applied a credit of $10.00 to your account. Your request for additional credit is declined.

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:12/26/2024
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.
I sent the receipt for a returned lease phone multiple times but they are still trying to charge me for the full price for it
Business Response
Date: 01/20/2025
January 14, 2025

Ms. Acacia Mutts
************************
********, NJ 08360

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

Dear Ms. **************** December 26, 2024, we received your complaint,dated December 26, 2024, filed with the Better Business Bureau.

You said you sent in a receipt for a returned device;however, when looking at your bill, you are still being charged the full price of the phone.

Our records confirm that on November 18, 2024, you were charged $971.25 on your account for your device. On January 2, 2025, a credit was applied for the same amount due to confirmation of the device being returned.

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: 01/20/2025

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,

Acacia Mutts
Initial Complaint
Date:12/26/2024
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 purchased two new iPhone 15s on December 8, 2024 online at ************************** logged in through my account. Both phones were eligible for upgrade and were Christmas gifts for my daughters. The promotion online clearly said that if I paid $449.99 in full that day for each phone that I would receive a year FREE of service. (See proof in attached upload.) I in fact paid in full that day for each phone for a total with ************ of $971.98. I also reached out to a customer agent to explain to me how the deal worked & she told me that it would automatically be applied to my monthly bill & that the phones would be unlocked. However on December 24, 2024 I was charged $80 for my monthly service. I reached back out to a Boost customer service agent & was told something completely different. I was told that it was only a $25 credit per line. I was explaining that that was not what my receipt said & she disconnected the chat from me & sent me to another customer agent. I was told by this new agent something completely different for the third time! They told me that I had to pay in full $729.99 for each phone in order to get a free year of service & that the phones are not unlocked & wouldnt be unlocked until after 12 months! This is NOT what was advertised or agreed upon by me when I made the ******************* service is definitely not on the same page as I got 3 different explanations! I have attached the original advertisement of the promotion, receipts of payment ************************** of all the chats with the customer service agents.
Business Response
Date: 01/22/2025
January 15, 2025

Ms. ******* *****
*******************
*********, GA 30252

Re:          BBB Complaint #********
                ************ -2024-12-28108

Dear Ms. **************** December 26, 2024, we received your complaint, dated December 26, 2024, filed with the Better Business Bureau.

You said that you purchased two iPhone 15s for $449.99 each,and you were supposed to be placed on the one-year-free service plan. You requested a billing adjustment.

Boost Mobile offers multiple purchase and calling plan combinations. The iPhone 15 is offered as follows:

Purchase at $449.99 with a minimum $50.00 per month calling plan (current requirement is $60.00/mo.)
Finance at $20.28 per month with a $25.00 per month calling plan
Purchase at full price for $729.99 with one year of free service on the $25.00 per month calling plan

When selecting the device, you would then scroll down to the Ways to Pay section, which describes each of the previously-referenced plans. It has also been confirmed with the promotions department that the one-year-free service plan has always required the purchase of the device at full price; therefore, your request for an adjustment will not be granted.

Sincerely,

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

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

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

Customer Answer
Date: 01/22/2025

Complaint: 22731109

I am rejecting this response because:
As you can clearly see in the attachment I provided, I did scroll down to the ways to pay option and it CLEARLY says Pay today: $449.99, Get a FREE year of service. Also, we have always had the $50/month plan on the phones since day one!

Sincerely,

******* *****
Business Response
Date: 01/31/2025
January 31, 2025

Ms. ******* *****
*******************
*********, GA 30252

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

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

You disputed my response and included a screenshot stating, Pay Today $449.99 Get a FREE year of service.

The aforementioned screenshot did not show the date it was taken; therefore, it is in the process of being reviewed. If it is determined to have occurred at the same time you made the purchase, your account will be adjusted accordingly.

Sincerely,

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

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

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

Customer Answer
Date: 02/04/2025

Complaint: 22731109

I am rejecting this response because:
Attached is the date & time stamp of the original screenshot sent to prove my point.
Sincerely,

******* *****
Initial Complaint
Date:12/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spoke extensively with the corporate officer and he attempted to resolve the problem with the account. He refunded some of the money. He didnt refund $175 in overdraft fees that Boost Mobile created on my account. In addition, the company charged me $36 for service that I explicitly asked to be shut down and deactivated. Im still being charged. I am also requesting refund for $72 for the new service charge plus the bank fee. Thank you.
Business Response
Date: 02/03/2025
January 21, 2025

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

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

Dear ***************************** 8, 2025, we received your complaint, dated December 26, 2024, filed with the Better Business Bureau.

You said that you have not received a refund for the $175.00 in overdraft fees you incurred due to the payments paid to Boost Mobile. In addition, you are requesting a refund of $72.00 for service charges and a bank fee.

You filed a complaint with the ********************************* on December 27, 2024, stating that you were charged multiple times for service that you were not able to use, and you were only partially refunded. You were issued an additional refund for the $34.85 you were charged on December 24, 2024. The total amount refunded to date is $192.64. No other refunds or credits will be issued.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:12/25/2024
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 contracted with Boost Mobile around 8/1/24. I bought a phone and service from them. Since the day I received the phone, there have been issues with the service. I have reported approximately 11 different issues and am STILL having some of the same issues with the phone. Everything should be documented as I asked Boost to do so every time I have called. I have a contract on the phone as I am paying by the month for it. Since they obviously cannot fix the problem, I would like to cancel my contract/service with Boost when I am able to secure another carrier. I have been more than patient over the past almost 5 months with no resolution.
Business Response
Date: 01/21/2025
January 19, 2025

Ms. ******** ********
***************************
*****, LA 70578

Re:          BBB Complaint #********
                ************** -2024-12-28065

Dear Ms. ******************* December 26, 2024, we received your complaint, dated December 25, 2024, filed with the Better Business Bureau.

You said you began service on August ******; since then, you have reported 11 different issues that have yet to be resolved. As we are unable to resolve these issues, you would like to cancel your contract/service to switch to another carrier.

Our records confirm that several notations and tickets have been created for various issues regarding your service issues,ranging from dropped calls to intermittent SMS message delivery. A credit of $10.00 was applied to your account for the next six months with your third credit applying on January 11, 2025.

When we spoke on the phone today, I suggested a network swap to either AT&T or T-Mobile, as your area is covered and IMEI compatible. I briefly explained the process and let you know about the potential downtime. You indicated that you would work with customer care to complete this and contact me again if there is further issues.

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: 01/21/2025

Complaint: 22730150

I am rejecting this response because: Here is a copy of an email I sent to ********* (the above individual) with Boost after calling Boost 1/21/25 at 5:40 p.m.
I am not happy and I need YOU to handle this for me. I called **************** and spoke with Kenya. She would not give her last name or a reference number. I asked her about a Network Switch just like you told me to do. She said that is not possible unless there was a coverage issue for my address (she said there isnt') or my phone (that I purchased from Boost) was not compatible. In short, what you told me I could do, Kenya says is not accurate. I am done trying. I've dealt with this off and on for 5 months. I've done everything in my power to assist Boost in getting my service working properly.
Just like I explained to you, Boost isn't going to take my word for what you told me. I need YOU to intervene and resolve this for me. I do not work for Boost and basically Kenya confirmed that the would not take a "customer's word" and make Network Changes. Again, I'm getting the run around.

Sincerely,

******** ********
Business Response
Date: 01/31/2025
January 29, 2025

Ms. ******** ********
***************************
*****, LA 70578

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

Dear ******************************* 28, 2025, we received your rebuttal,dated January 27, 2025, filed with the Better Business Bureau.

You rejected our response stating that when you called in to inquire about the network swap, you were told by the first ***** it was impossible unless there was a coverage issue at your address or your phone was incompatible. You also indicated that you previously stated you would like to cancel your service. You requested that I intervene and fix the issue.

My attempt to contact you at ************* on January 29, 2025, was unsuccessful, but I left a voicemail. I also responded to our email chain and left you my contact information.

A review of your calls reveal that you were transferred to a supervisor who sent you a new SIM card. They advised you that once you receive it, to please call into customer service to proceed with the network swap. The account notations state to assist you with a network swap when you contact us after you receive the kit.

When we previously spoke, you agreed to continue with our service pending the network swap, meaning you were keeping the service active.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We regret any inconvenience you may have experienced.

Sincerely,

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

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

              ***** *****
Customer Answer
Date: 02/04/2025

Complaint: 22730150

I am rejecting this response because I do not know if the *** card will fix the multiple problems that I'm having. I received the *** card and will try by Friday when I can get access to another phone to use. I explained previously that I have never gotten a call or message from you. I see above that you do not have my correct number. My number is ************. I am willing to try the *** card as a LAST resort. If it does not work, I would like to cancel my contract with Boost Mobile and find service elsewhere. I will continue to pay for the phone if the phone is not defective. I rejected the above because I do not want this case closed until I get a resolution to this continued problem.

Sincerely,

******** ********
Customer Answer
Date: 02/07/2025
Apparently the *** Card did NOT fix the issue. Now sometimes the phone won't let me make a call sayd VLTE (?) not working? I finally got it to work. But I shouldn't have to power the phone off and on to make it work. I want/need a functioning phone/service. Apparently Boost is unable to provide this for me. I guess we can close this case and give me some time to see if this issue resolves itself? I'm not sure what to do at this point.
Initial Complaint
Date:12/23/2024
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.
12/18/24 I purchased an Apple iPhone 13 for my daughter. I paid $163.30 and received a confirmation email on 12/21/24 at 4:50pm. On 12/23/24 I called to check the shipping status and was told my order was cancelled. They cant explain why it was cancelled and said my refund will take 21 days. This was a Christmas present that my daughter needed because her phone is broken. Now I am unable to purchase another phone until I get the refund. They also stated that my order can be cancelled again when I place it. Theres no guarantee that I will get the phone even if I pay for it. I purchased a phone in April 2024 and had absolutely no issues receiving my order. I have been a customer for 10 years and never had any problems purchasing the multiple phones Ive bought in ********************************************************************************* *** never experienced a business practice like this. I want to place an order for a phone and receive it with no issue.
Business Response
Date: 01/17/2025
January 15, 2025

Ms. ****** ******
******************************** 6C
********, ** 11229

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

Dear Ms. ***************** December 26, 2024, we received your complaint,dated December 23, 2024, filed with the Better Business Bureau.

You said that you ordered and paid for an Apple iPhone 13 on December 18, 2024, and received confirmation on December 21, 2024. On December 23, 2024, you were notified that the order was canceled, but no explanation as to why. You still have not received a refund for the purchase. You would like an explanation as to why the order was canceled, and for the phone to be delivered.

Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed, the order is passed to the backend system for validation,which can delay or cancel the order for various reasons.

The initial charge was never finalized and therefore,the pending hold on your account at the time was released. A refund for the $83.30 payment made on January 2, 2025, was issued, and an additional refund for $80.00 is currently in process.

We apologize for any inconvenience this has caused

Sincerely,

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

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

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

Customer Answer
Date: 01/17/2025

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:12/23/2024
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.
Boost mobile timeline 10/6/24 Purchased 2 Apple IPhones on Boost Mobile website.ORDER # ****-367471-6359 order total $2597.98.-Apple iPhone 16 Pro (natural titanium, 256GB) $1099.99 + tax.-Apple iPhone 16 Pro (desert titanium, 512GB) $1299.99 + tax.10/15 iPhone Natural Titanium, 256GB was received.10/18 Boost sent email saying iPhone desert titanium would be delayed, until 11/1. We decided to cancel this iPhone order as it was far too delayed for our needs. We cancelled the order on the Boost Mobile app on 10/18.10/18 We ordered a new iPhone 16 Pro (white titanium, 1TB) ORDER # ****-128066-2266 order total $1623.74.10/23 We received the iPhone 16 Pro white titanium, 1TB.THE DISPUTE:I have never received the Apple iPhone or a refund for the cancellation of the Apple iPhone 16 Pro desert titanium, 512 GB, $1299.99 + tax.I have no idea why, but Boost has moved my refund owed into Account Funds which I can view in the Boost app. Through an online deal, I was supposed to be getting ************ on both phones for a year since I paid iPhones in full. Now they are using my Account Funds to deduct $25 per 2 lines. ($50) out of my Account Funds on ******************** app as of 12/2 state $1391.99.I have called numerous times and have gotten no where with customer service and have also tried live chat. I have been sent back and forth to their customer service and customer integrity line. I have tried all avenues with them and not one person seems to know how to remedy this issue. In a nutshell, I am asking for the refund of the iPhone 16 Pro desert titanium 512 GB that was paid in full, cancelled online and never sent, $1299.99 + tax and not be charged for the phone service $50 ($25 per line).
Business Response
Date: 01/17/2025
January 14, 2025

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

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

Dear Ms. ****************** December 26, 2024, we received your complaint,dated December 23, 2024, filed with the Better Business Bureau.

You said you ordered two devices, but canceled one due to the delivery time frame. You have not received a refund for the canceled device. You also indicated that you are supposed to receive a free year of service for paying for the devices in full, but you are still being charged for monthly service. In addition, you expressed frustration with the customer service you received. You requested a refund.

A refund of $1,198.99 was issued to your card ending in 7131 on January 12, 2025. Please allow 3-5 business days from this date for processing.

I confirmed that you qualify for the free year of service; you will not be charged for it until October 2025.

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:12/23/2024
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 added a line with boost mobile making it a family plan. The order was placed on the 6th in total of $232.11 for an iPhone 13 for the sale price of $149.99. the iPhone was ordered and paid for on December 6th with the first month of $60 plus $12 for *********** the iphone was received on the 14th. It was activated on the 15th. I was told on the 22nd (by the app and by a representative) that I would only owe the remaining portion of my bill of $50 for the original service (first line) but boost mobile charged me for a whole other month of service on the 2nd line that I just bought, ordered, and already paid for after just 1 week earlier. Charged for a whole month over only 1 week of activation. The extra week should have been pro rated like I was told when I questioned before purchasing the phone and service, and I should not have to pay for month of service that I have already paid for. **************** was terrible and they kept hanging up on me, and **** was the supervisors name whom refused to do anything but he a jerk and I've been a customer for almost 17 years. Talk about customer appreciation ?? . His id number is 5RE and he needs to be demoted, he's terrible. I'm very disappointed in the treatment and even more so that they are lying to and scamming their customers during the holidays. This is a scandalous situation and very unprofessional all the way around .
Business Response
Date: 01/17/2025
January 13, 2025

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

Re:          BBB Complaint #********
                ************ -2024-12-28058

Dear Ms. ***************** December 26, 2024, we received your complaint, dated December 23, 2024, filed with the Better Business Bureau.

You said you added a line to your family plan and ordered an iPhone 13 on December 6, 2024, paying a total of $232.11.The phone was received on December 14, 2024, and activated on December *******. However, despite being told that the second line would be prorated, you were charged for a full month of service on the second line after only one week of activation. You requested an adjustment to your bill.

The Boost Mobile Terms and Conditions disclose that payments are not refunded if you cancel, and they are not prorated if you make changes before the next payment due date. Please visit ********************************************************************* for more detail.

Our records confirm that a $5.00 credit was applied to your account on December 26, 2024, and again on December 31, 2024,for activation issues. A customer care representative intended to apply a credit for half of your service, due to the confusion surrounding the activation of your new line, but the call was disconnected before they could do so. As a courtesy, I applied a $26.00 one-time credit to your account.

When we spoke on the phone on January *******, you said that you were not informed of the non-proration policy. I apologized for the lack of clarity and informed you of the aforementioned credit applied to your account, and that it should be reflected within ***** ********* let me know you were satisfied with this resolution.

Sincerely,

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

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

              ***** *****
Initial Complaint
Date:12/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a boost mobile customet for over 3 yrs and every year I would pay the bill for the whole year instead of montn by month. For the current renewal, I paid the bill again for whole year but I switched / ported out my numvet to a different carrier after 2 months. So, I basucally used their service for only 2 months and on requesting a refund on a pro rated basis, they are denying it. This really is a rip off and would like to have my unused amount refunded
Business Response
Date: 01/17/2025
January 12, 2025

Mr. ****** Pahari
************** SE
*******, WA 98012

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

Dear Mr. ***************** December 23, 2024, we received your complaint,dated December 23, 2024, filed with the Better Business Bureau.

You said that you made a payment for a years worth of service with Boost Mobile, but two months later you canceled to move to another carrier. When you requested a prorated credit through customer care, you were denied.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. If services are terminated before the end of your invoicing cycle,we will not prorate charges to the date of termination and you will not receive a credit or refund for any unused services.

Sincerely,

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

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

             ***** *****

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