Complaints

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:07/13/2025

  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.

  Business Name: Boost Mobile Date of Transaction: December 9, 2024 Amount Paid: $1,200 phone; $264 paid to date Account Type: ********************** phone service (eSIM)Boost Mobile sold me a phone for $1,200 with a promise of reliable mobile service via eSIM. They committed to providing voice, text, and data support for everyday and work-related use.Nature of the Dispute:Since the purchase, my service has been unreliable, with frequent data outages. Most recently, on July 11, 2025, a Boost Mobile representative advised me to delete my eSIM. This left my device with no SIM and no service. It has been over 19 hours without restoration. I have received well over 3 additional eSIMs due to lack of coverage from Boost mobile and my device constantly showing SOS.I can no longer use my phone to work or communicate. Support has offered no working solution, no replacement eSIM, and no compensation for the loss.Ive paid $264 so far (22% of the phone cost), and my phone remains unusable due to their poor instructions and lack of support. Desired ************************** immediately Provide a credit or refund for the downtime Acknowledge accountability for instructing me to delete the eSIM without proper guidance or backup

  Business Response

  Date: 07/18/2025

  July 16, 2025
  
  
  
  Ms. ****** *****
  **********************************************>*********** 60637 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. **************** July 14, 2025, we received your complaint, dated July 13, 2025,filed with the Better Business Bureau.
  
  You said your service has been unreliable and you experience data outages. You were advised to delete your eSIM, which made you lose service. You requested your service be restored and to receive a credit.
  
  My attempts to contact you on July 15 and 16, 2025, at ************* were unsuccessful, but I left a message each time. I also sent an email to ********************** with a request that you contact me.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention.  In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. As a courtesy, I applied a $20.00 credit to your account.
  
  Please contact me directly at ********************* or ************** for further assistance.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ******************************************;
                  ******, CO 80210
  
                  ****** ********

• Initial Complaint

  Date:06/10/2025

  Type:Sales and Advertising 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 June 8, 2025 I purchased 2 additional services for my sons line who went to ******. The additional services are $10 for Global talk and text and $5 for hot spot with recurring. It displayed in my phone the add ons would take a few moments. Later that day my son used a class mates hotspot to reach me to notify me that his service was still not working. I then called boost on 6-9-25 and 6-10-25 both times the agents informed me these add ons would not work for his phone to contact home. I requested a refund both times or credit for any other options that would work. I was denied both times and went back and forth with the agents on why I cant understand for the life of me why I would want to pay for services I cant use. The manager on 6-10-25 was only willing to credit $5 back which was unacceptable after all I had reached back out to the company within 24 hours.

  Business Response

  Date: 06/13/2025

  June 12, 2025
  
  
  
  Ms. ****** *****
  *************************
  *******, IN 46320
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************************* 10, 2025, we received your complaint, dated June *******, filed with the Better Business Bureau.
  
  You stated that you purchased add-ons (Global Talk and Text and a 2 GB data pack with hotspot) for your sons line on June 8, 2025, as he was traveling internationally. However, your son was unable to use the hotspot and could not call you while he was abroad. You requested to receive a refund.
  
  Global Talk and Text is for calling other countries from *****************. Our Global Roaming add-on is required to call from other countries. In addition, data packs purchased will not work in other countries without Global Roaming being enabled.Furthermore, these add-ons would have to be applied to the account before international travel has begun to allow the chosen device to receive the correct activation authorizations. We regret any confusion.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;nonetheless, I made an exception and authorized the refund of $15.00. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that my service could be activated through eSIM so I paid the $50 service fee. After speaking to an activation specialist, I was told that my couldnt be activated and I would have to wait on a physical SIM card to be mailed. I needed my phone to be activated today so I requested a refund and was told that I couldnt receive it.

  Business Response

  Date: 05/22/2025

  May 21, 2025
  
  
  
  Ms. ****** ******
  *****************
  *********************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. ***************** May 20, 2025, we received your complaint, dated May 19, 2025,filed with the Better Business Bureau.
  
  You said that you found your device would not accept an eSIM. You requested a refund of the payment you made for a month of service.
  
  Normally payments made to Boost Mobile for service are nonrefundable; however, in the interest of customer service, I requested a refund of the payment in question. Please allow five to seven business days for processing.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********

• Initial Complaint

  Date:05/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed for account accidentally and they are still charging me!

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  
  
  Ms. ******* *******
  ***************************************************
  ****************************;
  
  Re:          BBB Complaint #********
                  ************** -2025-05-10205
  
  Dear Ms. ****************** May 19, 2025, we received your complaint, dated May 18, 2025, filed with the Better Business Bureau.
  
  You said that you accidentally created an account and you continue to be charged for it. You requested a refund.
  
  You have been removed from autopay, so you will not be charged any further.
  
  To be eligible for a full refund (including taxes and fees) under the 30-day money-back guarantee, you mustve: created a new Boost Mobile account and activated one or more lines, and transferred, or "ported", in your number from another carrier. Although you do not meet these requirements,I made an exception and issued a refund of $15.16 to the card ending in 7666.Please allow 3-5 business days for processing and delivery.
  
  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
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 05/21/2025

   
  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:05/16/2025

  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.

  Paying for phone service and every month I don't receive high speed data. which I pay, not only for the regular amount, but for extra as well, and they are always late with giving it to me. every time it's a different excuse it's tied to billing, or it's the time you purchased the plan (etc). But it's gotten worse on 5/15/25 was my reset date for data, and it is now 5/16/25 and I have not received any data. I chat with support and if course like with any complaint I bring to the table they find a way to get rid of me. Before this problem I was purchasing insurance they were charging me for like 3 or 4 months. When it came time for me to actually use my insurance to fix my screen. They told me Oh we don't handle the insurance That's a different company and I'm like can you transfer them to me. The employee did not want to help me he told me that I would have to go on to their website and find the number. So when I told him that you just give it to me he try to ask more and tell me it's boost **************************. then tries to proceed to ask me if I need anything else that I can help him with I told them if you read the fine print it says that I do not have to deal with none of this I can either have a boost Mobile employee at a store location call the insurance or you can have somebody on support call them for me but that I don't have to do it somebody from their team has to do it but he was telling me that I have to do it. It gets to a whole back and forth thing so they finally get me to go to a different website and enter my information. Then it gets to where the employee had messed up on they're little scam they got going on. An employee that obviously didn't do it right was not supposed to tell me that he knows that I have insurance but he did because when he tried to get into the insurance account he said it's saying that your account doesn't exist but you're definitely paying for it so stating that they know I'm supposed to have insurance. They charged me for nothing.

  Business Response

  Date: 05/19/2025

  May 16, 2025
  
  
  
  Mr. ********* *******
  **********************************************************************************;
  
  Re:          BBB Complaint #********
                  ************ -2025-05-10093
  
  Dear Mr. ****************** May 16, 2025, we received your complaint, dated May 16, 2025, filed with the Better Business Bureau.
  
  You said that your data is not restored the day your billing cycle begins. You also expressed frustration with paying for insurance and not being able to get your device fixed. You mentioned that customer care would not assist you in filing a device claim. You requested a refund.
  
  As of May 16, 2025, your data has been restored. Please note, after you use 50 GB, we reserve the right to de-prioritize or to reduce the speed available for the remainder of that billing cycle.
  
  When you want to file a claim for your device, please visit this website: *************************************************************************. Claims are subject to ************ removed Boost Protect from your device in September 2024.
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your refund request 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
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/01/2025

  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.

  Created a Boost Mobile Acct. 04/04/2025 Scheduled to transfer **** number to boost.Receive phone 04/09/25. Accept new ******* number, knowing Im going to get my ******* number.iPhone crashes. I have no phone for 24 hrs.Customer Service seems to be positive and helpful until my phone stops working. 4 Apple Store techs couldnt fix the problem.I reactivate my WORKING **** account and have to get a new number bc Boost is trash. All lines should be cancelled and the account should be cancelled as of May 9th!!You owe me $65.50 for the creating of this account that has no service to me. As well as, $****** charged me a monthly fee for a service that you can visibly look at the records and see that I did not use your service.

  Business Response

  Date: 05/06/2025

  May 2, 2025
  
  
  
  Ms. ***** ********
  *****************************************************
  ****************
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ******************* May 2, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
  
  You said that you ported your phone number in from AT&T; however, after receiving a new phone, you began experiencing issues. You returned that phone and you requested a refund for the $65.50 you paid.
  
  Our records show that you filed a dispute for the $65.50 and it was not challenged; therefore, the funds will be returned to your credit card account, and a refund is unnecessary.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23275913
  
  I am rejecting this response because:

  Your response is unclear. As is every interaction Ive had with Boost Mobile. You mention refunding me $65.50 but then say my refund is unnecessary. 
  

  Will I receive a refund or not?

  Also, Boost Mobile owes me the $43 for one month of service that I did not receive. 
  

  I do not want to go back and forth any longer. Please make this right and refund me correctly!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  
  
  Ms. ***** ********
  *****************************************************
  ****************
  
   Re:         BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ******************* May 12, 2025, we received your rebuttal, dated May 12, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating that it was unclear and wanted to know if a refund will be issued or not. You also requested a refund of $43.00 for one month of service you did not receive.
  
  To clarify, you disputed the payment of $65.50 through your credit card issuer.This means the funds were returned to you and no refund would be submitted for this transaction.
  
  You were provided a refund of $49.50, which included the $43.00 credit for the month of unused service on April 25, 2025.
  
  Our records show that both of the transactions mentioned above were processed to the **** card ending in 6316.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:02/24/2025

  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.

  I ordered a Galaxy A15 5G phone on February 3rd they sent the phone to the wrong address and told me I can't get a refund I ordered the phone through the Boost Mobile customer ************ on the phone not at the store. I would like a refund.

  Business Response

  Date: 02/28/2025

  February 25, 2025
  
  
  
  Veater Hallamon
  **********************************
  *******, IL 60620
  
  Re:          BBB Complaint #********
  186112644980 -************
  
  Dear Veater Hallamon:
  
  On February 25, 2025, we received your complaint, dated February 24, 2025, filed with the Better Business Bureau.
  
  You said that you ordered a phone, but it was sent to the wrong address. You would like a refund.
  
  A review of your account reveals that you placed your order for the device online and you were responsible for entering the correct shipping address. We recommend that you contact *** and file a claim with them, as we are unable to file a claim for you.
  
  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: 03/02/2025

   
  Complaint: 22984427
  
  I am rejecting this response because: I ordered my phone through Boost mobile on the phone I repeatedly gave the lady who I was talking to the correct address I didn't order the phone on line it was placed through Boost Mobile customer ************ over the phone and I repeatedly gave her my correct address if they play back the phone recording you can hear me give the lady my correct address.
  
  Sincerely,
  
  Veater Hallamon

  Business Response

  Date: 03/14/2025

  March 13, 2025
  
  
  
  Ms. ****** Hallamon
  **********************************
  *******, ** 60620 
  
  Re:          BBB Complaint #********
  186112644980 -************
  
  Dear Ms. ******************* March 12, 2025, we received your rebuttal, dated March *******, filed with the Better Business Bureau.
  
  You maintain that you provided the correct address to the agent,but your device was sent to the wrong address.
  
  Our records have not changed regarding the address. However, I applied a $33.06 credit to your account to offset the charge for the device. In addition, the finance agreement has been removed and the device blacklisted.
  
  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: 03/15/2025

   
  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,
  
  Veater Hallamon

• Initial Complaint

  Date:01/14/2025

  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.

  Made a order on the 17th of December. It was canceled and never received my money back. I have made multiple attempts at reaching out and even spoke to an executive named ******, who up until now has been know help. They are unable to locate the money for my product that never shipped

  Business Response

  Date: 01/20/2025

  January 14, 2025
  
  
  
  Mr. ******* **********
  PA 19401
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************************* 14, 2025, we received your complaint, dated January 14, 2025, filed with the Better Business Bureau.
  
  You stated that you placed an order for a device, but the order was cancelled and you did not receive a refund. You provided a screenshot showing order number 4692-081534-1900. You requested to receive a refund.
  
  Our records show that three accounts were set up under your name and the address ******************************************
  
  The first order, under ******************* was placed on December 9, 2024. The device was shipped and delivered to the address above on December 11, 2024. There is an open device return order on this account. A refund will be processed after the device is received in our warehouse. 
  
  A second account, under ************************** was created on December 17, 2024, on which no order was placed.
  
  The order number you provided is associated to a third account, under the email ********************** This order was cancelled. We have submitted a request for a refund of the payment of $96.00. Please allow seven to ten business for processing of the refund.
  
  Sincerely,
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:12/18/2024

  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 placed an order for phones and service through boost on 12/16/24. The order total was $212.00. The order was cancelled because they said it was flagged from fraud. They told me to wait 24hrs and place another order and in the meantime the refund would go to my card within 3 days. I waited 24 hours placed another order for $212.00. The next day I got an email that I needed to call boost for verification when I called they asked for my ssn and personal info then told me the 2nd order was cancelled and they couldn't give me any reason or information as to why. Now they have $424 of my money and they told me it will be refunded after 15 days! I cannot wait that long I need my money back now or before Christmas this is bad business they told me to place a second order and that everything would be fine.

  Business Response

  Date: 12/23/2024

  December 20, 2024
  
  
  
  Ms. ******* *******
  **************
  *********************;
  
  Re:          BBB Complaint #********
                  ************** -2024-12-27803
  
  Dear Ms. ****************** December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
  
  You said that on December 16, 2024, you placed an order and paid $212.00. However, it was canceled and flagged as ********* were told to wait 24 hours and try again. On December 18, 2024, you placed a new order and paid $212.00 again. You received an email requesting that you contact us, so you did and you were told the new order was canceled without explanation and a refund could take up to 15 days.
  
  Our records show the orders were canceled due to a mismatch on personal information. Our system requires that the billing and shipping details provided align with your payment method. When these orders are canceled by our consumer protection team, the funds are released back to the payment method, typically within 72 hours, but there is no way to expedite it.
  
  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: 12/30/2024

   
  Complaint: 22705611
  
  I am rejecting this response because: my account is in the negative due to the pending charge it has been pending since December 16tt with no refund or resolution! 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  
  
  Ms. ******* *******
  **************
  *********************;
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ****************************** 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating your account is negative due to a pending charge. You indicated that you have not received a refund for this payment.
  
  A review of your account shows the $212.04 payment applied on December 19, 2024. I submitted a refund; please allow seven to ten business days for processing.
  
  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 Escalations Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  Date:12/04/2024

  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 am attempting to regain reimbursement from Boost Mobile ****************** for two months of service amounting to $146.00 due to a suspended line. The line was suspended after I reported theft of the phone and my wallet. I assumed that being unable to utilize the cellular service due to likewize insurance suspending the process of delivering my replacement of my paid for cellular device which was completely stopped functioning the same day that it was received. Likewize did not perform it's duty in communicating to me that I was still being charged $73 for an inactive line of service through autopay. Boost Mobile Employees also did not inform me that I was continuing to be billed for an inactive line. The line inactive due to likewize insurance refusing to promptly replace the broken replacement cellular phone which was processed. No employee of either of Boost or Likewize explained to me the option that I should turn off autopay. Therefore I went 50 days without service and was unknowing be billed. Account Number: ************. Phone number ************. The Operator ID: G92, ********************************************* Managers Resolution Team I expected Boost to be more Consumer Oriented and less money greedy. They only care about money and proceeded to take it expressing that the line was suspended. I paid for the replacement through my insurance and then paid the deductable to receive a functioning phone. They sent to me a damaged device instead causing me great loss, missed communications, lack of safety, lack of access to friends, business and health associates and continued to steal money while telling me that the service was suspended. They refused to reimburse $$ for these were services not rendered. They were unwilling to complete the necessary delivery of effective quality equipment which had already been paid for and was fully covered by the deductable. I was unknowing of the charges until 45 plus days after due to being unable to access my Debit card until today. *******

  Business Response

  Date: 12/10/2024

  December 6, 2024
  
  
  
  Mr.******* ********
  ***************************
  *********************
  
  Re:          BBB Complaint #********
  360522299806 - *************
  
  Dear Mr. ******************* December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.
  
  You said that you suspended your line because your device was stolen. You contacted ******** and received a replacement, but it broke shortly soon after. You decided to switch providers, and you requested a refund for the last two months of service being that you were unaware you continued to be billed.
  
  A review of your account reflects that you did not request for your service to stop or automatic payments to be removed.
  
  Please be aware that to transfer your phone number to a new provider, your account must be active. Once the phone number is ported out, your account is automatically canceled.
  
  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. Therefore, your refund request is denied.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***** ****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******, CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22642183
  
  I am rejecting this response because:

  By definition of the word suspended, "temporarily prevent from continuing or being in force or effect", I was under the impression that when one reports a stolen item and cannot utilize the functions of data and cellular that the full auto pay would be paused and suspended as the word designates. Neither an employee from likewize nor boost explained that I would be responsible for ending the service myself nor was the billing beyond the word and date of suspension explained or offered as an option. The option to lose the number and save $147 plus the cost of the insured item which was never received should have been explained because suspension by definition and stolen device by meaning would imply that they services charged for were incapable of being utilized. There should be a specific term which is applied to a low cost fee while phone service is suspended to keep the number itself which I would imagine should cost no more than $15 monthly until the new phone and service is reactivated. You are still attempting to bill for services which you clearly could not and did not provide knowingly. This is poor communication and theft. Furthermore I had no access to my online boost account nor to my bank because I could not log in to either without verifying my identity using the suspended phone service which I was denied to be delivered by likewize. How can you hold me accountable for being incapable of completing a task which I was under the understanding that by simply suspending the service, reporting the item and service unusable and you knowing full well that I had no access to my account without my debit, id, and ********************************************* phone number to even log in to my boost account for the purpose of this. 

  As a good business effort demonstrating that you value me as a consumer suffering tragedy, I ask that you reimburse the loss or provide some sort of credits that may be used as incentive to return to boost that I may be valued as a consumer more than as a method to take as much money as possible while knowingly providing as minimal service as possible..

  
  Sincerely,
  
  ******* ********