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Business Profile

Mobile Phone Service

Boost Mobile by RB First Connect LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/25/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 for a phone plan and got a phone from Boost Mobile on 5/8/2025. I was told the plan included that I could trade in the phone annually to upgrade to the latest phone at no cost and that my phone plan would be $70/mo. The girl at the Kingston pike location was new and called **** to get help with everything and he walked her through it. In the end, my phone plan was set up incorrectly and I was told they would get it fixed and my account would be credited for overpayment. I was never credited for the overpayment and in 2 weeks, I was charged again for service and it was close to $90. I called and talked to **** who assured me it would all be resolved for the next billing cycle. It was not so the next billing cycle, when I was overcharged again, I went to the Oak Ridge store (where I now live) and **** was working there that day. He helped me to cancel my phone service and we called corporate who told us an address to mail the phone back to and I would not be charged again. I left the phone with ***** That was about 6 weeks ago. 2 weeks ago, I got an email from boost saying I was being charged for the cost of the phone since it was t returned. I called Boost and talked to **** who assured me that it was mailed and he said I needed to talk to corporate. I called corporate and talked to 2 rounds of escalation and they opened an investigation but said they needed the tracking number for the phone shipment. I called the local store and was told they would get the tracking number and call me back. After a week of me calling and continuing to be told they would get me the tracking number, someone told me that they found the phone in the store and were mailing it. Last weekend **** assured me that the phone would be overnighted and I would not be charged for the phone. I called corporate and told them the same thing and they also assured my I would not be charged. $1090 was just taken from my account by Boost Mobile and I got an emailed receipt for the payment.

Boost Mobile by RB First Connect LLC is NOT a BBB Accredited Business.

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