Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,991 total complaints in the last 3 years.
1,569 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:05/25/2022
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've used and have been loyal to Boost Mobile for about 14 years,they have failed to provide me with services i paid for. I'm unable to make outgoing calls, sometimes texting . This continued problem (its been at least 4 months of back and forth) has prevented me from making doctor ************ for my children and myself amongst other more irritating things and the constant "reminder" calls that get me in trouble at work are just one of the many issues that have arisen . I've made at least 4 attempts to obtain a 5g network sim card from Boost Mobile. They even went so far as to send me the confirmation number 2 out of the 4 times. Today I've been in contact with 2 representatives and both keep refusing to do anything but provide a sim card. I asked them to send me a new phone containing an updated sim card or at the very least credit me with compensation, ie. time on the network. Considering the extensive business I've given and even directed from others around me to them, this seems a gross under valuation of a loyal customer. and the final wonderful thing that happened, while they suggested Iwait for the supervisor they locked my account which is why I'm now contacting BBB. This was all through a company chat program they provide for complaints
Business Response
Date: 06/08/2022
June 3, 2022

*********************
320 ****************************.
*******, ** 44820
Re:BBB Complaint #********
104764478-3771715
Dear ************:
On May 25, 2022, we received your complaint, dated May 25, 2022, filed with the Better Business Bureau.
You expressed concern regarding the shutdown of the **** network and you requested assistance.
Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this, T-Mobile refused and the old networkand all phones/devices on it (including yours)--stopped working on March 31, 2022.
You said you were able to secure an Expanded Network phone and activate it as of June 2, 2022, by visiting a local Boost Mobile retailer.
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
Phone Hours: 8:00 am - 5:00 pm MT, MON - FRI
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************
Initial Complaint
Date:05/25/2022
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.
On Sat. April 30th I purchased a mobile phone from **** at Mobile One Wireless, *******************************************************************. **** stated that he activated the phone and gave us the best plan available. When we got home and tried to use the phone the calls kept getting disconnected and the phone would keep going back to the dialing pad. Also, there was a ******** link that would go directly to another person's ******** page that we did not even know. We suspect that the phone was used or set up attempted by someone else before us with this phone. The following day, Sunday, we went back to the store and **** played with the phone for one hour and then told us that he fixed the problem. While driving back home we decided to test the *** feature which was NOT WORKING so we turned around and went back to the Mobile One Store. Again, after waiting for another hour, **** stated that he fixed the problem so we took his word and left the store again. The next day, Monday, the phone was still not making calls correctly and kept cutting off and going back to the dialing pad. We called the store again and they told us to bring the phone back, again. I left the phone with **** and told him that if the phone was not fixed on this visit that I wanted a full refund of our money. We let **** play with the phone while he was seeking help with the issue over the phone from *****, the manager located at another store. After waiting another hour I went back in to the store and **** stated that he had not been able to fix the problem and needed more time. I then asked **** for my money back until it was fixed or a new telephone was provided to us as we suspect / now KNOW that it was a USED mobile phone. I paid $160 for the phone, about $60 for internet service for the *** and $30 for a phone cover. I want all of my money back or a new / different phone THAT WORKS properly. I do not want **** to touch any replacement phone, he obviously has not been trained enough, which is manager's fault.
Business Response
Date: 06/03/2022
June 3, 2022

***************************
540 *******.
*********, ** 55331
Re:BBB Complaint #********
3772205
Dear ****************:
On June 3, 2022, we received your complaint, dated May 25, 2022, filed with the Better Business Bureau.
You expressed dissatisfaction with the purchase of a phone from a Boost Mobile store.
Please note that Boost Mobile stores are independently owned and operated. As such, I forwarded your concerns to our team that liaises with store owners so that the store representative may review and address your concerns.
Either a store representative or I will reach out to you soon to discuss your concerns.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/07/2022
Hi *****, my complaint is really against the owner of Mobile One locate in *********, **,
for selling me a defective phone but no one at the BBB seems to listen to me on that and this
case keeps getting kicked around while I sit here waiting for either the phone to be returned to me or
for a full refund It has been a month and a half!!!

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

Business Response
Date: 06/10/2022
June 9, 2022

***************************
540 *******.
*********, ** 55331
Re:BBB Complaint #********
3772791
Dear ****************:
On June 9, 2022, we received your rebuttal, dated June 8, 2022, filed with the Better Business Bureau.
You said your complaint was against the Mobile One store in *********, **.
In our previous response, I informed you that I forwarded your complaint to our team who liaises with store owners so they can review your concerns and provide a response regarding a refund or the phone to be returned. We have not heard back from the store owner yet, once they have a chance to investigate your concerns, either I or the store will reach out to you directly.
We sincerely regret any inconvenience this issue may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/13/2022

Complaint: 17134486

I am rejecting this response because:
Thank you ****, I am sorry that you have have to waste you time on this clear and open case, ************ is aware of his responsibilities but he is clearly one of those "scoff laws" who come to ***************** to take advantage of our generous laws... A persons actions is often a reflection on People like this their family name, their nationality and their religion... Mr. **** has public records that reflect on his persona and nationality to be sure.... People like this do not seem to care about their reputation and the life time value of satisfied customer and only concern themselves with their navel and the short term benefits.... In this country of opportunity these people will flake away and continue to change business endeavors trying to find a way to scape the system... Drugs, felony weapons charges and traffic charges will continue to haunt his past... If Mr. **** does does not refund my money then he can expect the road to get a lot more bumpy for him through the Attorney General and the Hennepin county court system with added cost for negligence and scoff law for not responding to my sincere efforts to mediate a solution. This person should be deported.

Sincerely,

***********************
Customer Answer
Date: 06/23/2022
I was able to make contact with the owners assistant and arrange to pick up my phone, -no thanks to the BBB

BW
Initial Complaint
Date:05/25/2022
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 bought a boost mobile cell phone from Boost Mobile on April 1st and it was sent back to shipper on a April 8th. I called the company and explained i want a refund, They told me to wait **** Bussiness days to recieve the refund. I waited more than 14 bussiness days for this refund, They tried to refund the money on April 28th and was rejected by my bank for incompantible refund method. I have been calling everyday since April 28th for the refund and they told me to go to a Boost Mobile store, which i don't have one nor a vehcile to get to one. I have tried to file a dispute through the bank and get the refund that way but i could not get a proof of purchase from Boost. I am complaing to BBB for a refund that boost mobile owes me. I am very upset about this, and i want to have a refund from them. My order number is EK-BEPP-*********
Business Response
Date: 06/17/2022
June 17, 2022

*******************************
1355 **********., B15
**********, ** 72501
Re:BBB Complaint #********
********** - 3772020
Dear **************:
On May 31, 2022, we received your complaint, dated May 25, 2022, filed with the Better Business Bureau.
You said that you returned a phone you purchased from Boost Mobile, but you have not received a refund.
When we spoke on June 17, 2022, I informed you that our records show you disputed the purchase on May 23, 2022, and it was decided in your favor on May 24, 2022. I recommend that you speak with your credit card issuer and discuss with them the status of your refund.
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
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************
Initial Complaint
Date:05/24/2022
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.
Boost mobile cut my down they say I have no more high speed internet but I've got unlimited and they cut it down to almost nothing and I called and 3 worker hung up on me and one was a supervisor
Business Response
Date: 06/15/2022
June 14, 2022

*******************************
401 **********
************, ** 75140
Re:BBB Complaint #********
583076372 - 3771662
Dear ****************:
On May 25, 2022, we received your complaint, dated May 24, 2022, 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 Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************

Customer Answer
Date: 06/15/2022

Complaint: 17250981

I am rejecting this response because:

Sincerely,

they did me wrong I didn't sign for unlimited slow internet and they cut it to slow ***************************
Initial Complaint
Date:05/24/2022
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.
Received email from Republic Wireless explaining upgrades are scheduled starting May 18th and some functionality will be limited if not upgrading my cellular plan ("If WiFi calling is important to you, we have a special offer for you: Upgrade today - Upgrading is optional and not required"). I called in to the helpdesk to discuss options and came to understand I would need to replace 2 out of 4 phones and split my account into 2 accounts. I also asked for the discounts outlined in the email ("we are offering a $50 credit when you move to one of our new plans & purchase a phone from republicwireless.com", "Upgrade to our Only What You Need plan and you will receive a $5 discount on your first line per month for the lifetime of your new plan.", 80% off ******* Galaxy ******) Day 1 (5/23/22 afternoon): operator unable to upgrade my account with discounts - asked to speak to supervisor to complete the upgrade. Disconnected with no phone call back (they have my cell phone #). Spent 2.5 hours on the phone trying to accomplish this upgrade.Day 1 (5/23/22 8:00 PM): Called back and asked for a supervisor immediately. Grace (operator ******) had me answer all of the same questions and came to the same conclusion. Unable to apply discounts to the upgrade. She told me she would continue to work on it and call me back when resolved. No call back. Spent 1 hour on the phone.Day 2 (5/24/22) 3:00: Called back and immediately asked for a supervisor. Got a supervisor, explained and answered all of the same questions. Looked online and none of my phones are showing on my account now. Put on hold and disconnected again. No call back. Called back and asked for a supervisor - was told none available and I would get a call back on my Republic Wireless cell phone. Spent 40 minutes on the phone.In summary, had to call in 5 separate times, spent over 4 hours trying to upgrade my plan, buy two phones and continue to be a Republic customer. Extremely dissatisfied.
Business Response
Date: 06/01/2022
May 31, 2022

***************************
24309 *********************
*********, ** 60423
Re: BBB Complaint #********
3771623
Dear ******************:
On May 25, 2022, we received your complaint, dated May 24, 2022, filed with the Better Business Bureau.
You stated that you received notification that you needed to upgrade your Republic Wireless plan. However, when you spoke with customer support you were advised that you would need to split your four-line family plan into two separate two-line plans. You said they were unable to provide you with a promotion on your new plan. You mentioned that you spent a great deal of time with customer support, and you are unsatisfied with the experience. You also said you had to purchase two new devices.
My attempts to reach you at **************, were unsuccessful. To further assist with your complaint, I would need to speak with you to know which plans your lines will need on your Republic Wireless accounts.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/01/2022

Complaint: 17250237

I am rejecting this response because: left voicemail today for this complaint contact - hoping for a call back. Issue still ongoing - have now spent a total of 7 hours and 15 minutes on the phone with support. Disconnected at least 6 times while on hold - having to call back in and start the conversation all over again. Talked to at least 3 supervisors. Was told two separate times I would get a call back once they figured things out. No phone calls back. **************** has to be the absolute worst in the industry. That's saying a lot as most customer service organizations are no longer responsive or quick to resolve what should be easy everyday issues.

Sincerely,

***********************
Business Response
Date: 06/08/2022
June 7, 2022

***************************
24309 *********************
*********, ** 60423
Re: BBB Complaint #********
3772288
Dear ******************:
On June 6, 2022, we received your rebuttal, dated June 3, 2022, filed with the Better Business Bureau.
You stated that you have not received a response to your previous complaint (submitted on May 24, 2022), and you are still experiencing issues with your Republic Wireless family plan.
Since responding to your original complaint (wherein I indicated that I was unable to reach you), we have spoken multiple times: firstly on June 3, 2022, and most recently on June 7, 2022.
You stated that you have a four-line family plan with Republic Wireless you are attempting to migrate to a new plan and network. However, you are experiencing issues with processing this request on all of the lines. You said that customer support has been unable to resolve this. You also indicated that you need to upgrade two of the devices, but you have experienced issues with purchasing new devices as well.
I advised you that I have been actively researching this issue to find a resolution for you. However, I do not have a time estimate on when we will be able to upgrade all four lines on your family plan, or provide you with the new devices, as there are unforeseen circumstances/technical issues preventing the completion of this process. Once I receive an update, I will contact you immediately. We regret any inconvenience this may cause, and we thank you for your patience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/09/2022

Complaint: 17250237

I am rejecting this response because: Resolution hopefully in progress but still pending. Spoke with **** on 4 different occasions including 6/7 when I called and left him a message due to no call back with an update in 4 days. On 6/7 I took it upon myself to insert the new SIM cards in both phones and muddle my way through the activation/ post activation process due to two phones not receiving calls or texts from anyone. Self help on the website is scattered and not easy to follow. Two phones are now showing on a separate account and **** cancelled the old account for 2 phones. Two issues with phones that are on the new 5.0 plan - 1) unable to receive calls or texts from my phone on the original plan. Site advises issue *** exist for up to 5 days until old account completely removed. 2) data already used on new plan even though just converted - supposed to come with 1 GB. **** gave a credit for additional 1GB of data for each phone. Ordered two replacement phones and SIM cards for 2 remaining phones on original account. Hoping this round goes smoother. Still amazed that there is not a technical support person in the US that can provide a quicker solution and own the entire process of upgrading my account. The entire process has been unacceptable; initiated 17 days ago and counting, spent over 8 hours on the phone and counting, unknowledgeable support personnel, inability to assign a technical resource manager to take ownership, service interruption for days.

Sincerely,

***********************
Business Response
Date: 06/13/2022
June 13, 2022

***************************
24309 *********************
*********, ** 60423
Re: BBB Complaint #********
3772946
Dear ******************:
On June 10, 2022, we received your second rebuttal, dated June 10, 2022, filed with the Better Business Bureau.
You provided an update on the process of switching your four Republic Wireless lines from the 4.0 plan to the new 5.0 plan. You stated that you were closer to a final resolution, but there were still some additional steps that needed to be taken to consider this matter fully closed.
When we spoke on June 10, 2022, we were able to move your two compatible lines over to the new plans. Due to the inconvenience, I provided one month of service and 2 GB of data as a courtesy. Currently, you have two remaining devices that need to be upgraded before they can be moved to the new plans. I assisted with applying a promotional credit on your account that you can use towards the purchase of the new devices.
Once the new devices have been purchased and received, we will assist with activating them under the new plans.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/15/2022

Complaint: 17250237

I am rejecting this response because: Transition still in process. Received 2 new phones and ****. Was able to activate one phone using the online steps (again online help very scattered and not user friendly). Currently have to keep old phone active as new phone not fully transitioned - told it could take up to 5 days to fully transition all service to new phone/ Sim. Also half of plan data showing used even though I just activated the new plan. I was given a $5 credit to purchase additional data. Called customer support due to unable to activate second line - they were unable to assist. Told it could take up to 5 days to resolve. Asked how I would know when the phone is ready to activate - associate didn't know but thought I might get an email???? Another hour on the line with customer support and still waiting for ************ to be active on the new plan.

Sincerely,

***********************
Business Response
Date: 06/21/2022
June 21, 2022

***************************
24309 *******************.
*********, ** 60423
Re: BBB Complaint #********
3773545
Dear ******************:
On June 17, 2022, we received your third rebuttal, dated June 17, 2022, filed with the Better Business Bureau.
You requested that your case be left open, as the process of switching all four of your lines to the upgraded plan is not completed. Currently, two of the four lines are switched over and working; however, you recently received the two devices you purchased online, and you have been working directly with customer support to activate these devices and transition them.
In our previous conversation, I provided you with one month of service at no cost and one free GB of data for any inconvenience you had experienced.
Based on your rebuttal, you indicated that the process is moving along and no additional assistance is needed from me at this time.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: 10:30 AM -7:00 PM MT, M-F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************
Initial Complaint
Date:05/23/2022
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.
Hello yes this complaint is for a cell phone that was purchased and returned to boost mobile back in March of 2022.. had to wait almost 30 days for them to receive it back and adjust my account with them.. however that never happened I call a spoke to a rep and they told me too contact my bank and put a stop Pymt on this activity.. did just that, had to pay ***** for this, now my bank is telling me that boost is disputing this charge and now my bank is re charging me the same money that was credited back to my account... this is very frustrating and not right I have been an customer with them the phone company over *****.. and they don't care.. it's very hard to get through to them and when u do your call is transferred over seas and you don't understand nothing that they say.. this company service and customer service is horrible.. I am transferring my service as soon as this is taken care of.... tracking number #**********************... phone in their warehouse since April 4.2022..RMA#********
Business Response
Date: 06/15/2022
June 15, 2022

*****************************
7420 **********.
**********, ** 90621
Re:BBB Complaint #********
562369924 - 3771495
Dear ****************:
On May 24, 2022, we received your complaint, dated May 23, 2022, filed with the Better Business Bureau.
You said you returned the phone you ordered from Boost Mobile but have not received a refund.
When we spoke, I informed you that our records indicate that you disputed the payment. As such, your bank took back the funds. You said your bank deducted the funds from your account again. As I advised you I would, I emailed our *********** Team, and they reported that we have yet to receive the funds back if your bank decided in our favor. I asked for more details and am awaiting that; however, at this point our records indicate that we have not received the funds from your bank.
If your bank returns the funds or if it is found they already have, I will refund your payment, but as long as our records show that we do not have those funds, we are unable to refund them.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/15/2022

Complaint: 17244042

I am rejecting this response because:

Sincerely,

Lafina. (lala) ******. (blakk)
Customer Answer
Date: 06/20/2022
I'm still waiting on a response
Customer Answer
Date: 06/23/2022
Yes hello Im still waiting on a response from boost mobile.. my bank explained to me that the case #is from **** credit charge bank and that boost should have seen the reply of the credit to prove I never actually received the refund. I have given boost the case #of ****. And nothing has happened yet. This is almost 3/12 months now.. wow if not settled by them soon then my next step will have to b small claims I do have the paperwork from my bank that I need to prove what happened
Business Response
Date: 06/30/2022
June 30, 2022

*****************************
7420 **********.
**********, ** 90621
Re:BBB Complaint # ********
562369924 - 3774169
Dear ****************:
On June 27, 2022, we received your rebuttal, dated June 27, 2022, filed with the Better Business Bureau.
You said you are awaiting a refund for a phone that you said you returned to Boost Mobile. You requested that Boost Mobile also reimburse you for fees charged by your bank to cancel your payment.
I forwarded the information you provided me regarding a **** case. Our back office team reached out to **** with that information, but we have yet to hear back. Once we do, I will reach out to you.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************

Customer Answer
Date: 06/30/2022

Complaint: 17244042

I am rejecting this response because:

Sincerely,

Lafina. (lala) ******. (blakk)
Initial Complaint
Date:05/23/2022
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.
Ordered a sim card, to try their service never got the sim card order ID ***************. I am being charged ***** for service for a sim card I've never received. When I tried to call them I was told I would need the order *** Then of course transferred to another department. The guy whom I spoke with was in *****, barely spoke English... Then he said he found the order number etc. with the *** Then when I asked him to refund me because i never got the sim card he magically could not help me. Then he said he could not find the order number. I have this phone conversation recorded btw.
Business Response
Date: 06/10/2022
June 10, 2022

Mr. ***** Bible
2292 ********************
**********, ** 37813
Re:BBB Complaint #********
743221242306 - 3771493
Dear Mr. ************ May 24, 2022, we received your complaint, dated May 23, 2022, filed with the Better Business Bureau.
You stated that you ordered a SIM card but never received it. You said you were charged for service that you are not receiving. You expressed dissatisfaction with the level of customer service you experienced and requested a refund.
When we spoke today, you informed me that your bank already refunded you. I offered to send a new SIM card to you, but you declined. You said you no longer wanted the service; therefore, I removed autopay for you so there will not be any further charges.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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
Hours: M-F, 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************
Initial Complaint
Date:05/22/2022
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 bought a hotspot over a month ago and no one in 3 stores could activate it nor could the dozens of support specialists. I burned so much gas going back and forth when everyone said that support could do it. Two months of absolutely NO service, no coupons, codes or real assistance. Hours on hold and cant even return the useless product because I cant get anyone who speaks clear enough English to understand what Im asking for. I just want my money back at this point so I can go to another provider. Now the account was cancelled and I have to start all over. They took my money a literally hung me out to dry countless times. For a month Ive been fighting with them and Im done! WORST PHONE COMPANY EVER.
Business Response
Date: 06/16/2022
June 15, 2022

*************************
PO Box 693
*********, ** 64030
Re:BBB Complaint #********
********** - 3771487
Dear **********:
On May 24, 2022, we received your complaint, dated May 22, 2022, filed with the Better Business Bureau.
You said that you purchased a Boost Mobile hotspot, but you were unable to activate it. You requested a refund.
On June 13, 2022, you provided documentation supporting your refund request, which included receipts for $50.00 and $21.75.
When we spoke on June 15, 2022, I informed you that a review of our records found that the $50.00 charge failed to post, but the $21.75 did; therefore, you will receive a refund of $21.75.
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
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************
Initial Complaint
Date:05/22/2022
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.
On August 4, 2021, I submitted a payment of $30.00 to Boost Mobile via debit card from my PNC Bank Account to have my services reinstalled. The Boost Mobile representative fully promised that all I had to pay was $30.00 only to have services restored. He lied. Boost later asked for an additional $10.00 for activation fee. Boost Mobile stated that I had to get $10.00 more to get services restored. Why didn't the phone rep tell that to me? That's false advertisement. I asked for a refund and cancellation of services but they refused.As a disabled person with no source of income, I really need my money back and now. This is unfair.I desire the $30.00 back. This shouldn't come to this.The $10.00 activation fee was never mentioned at all. Hope BBB can resolve this matter.
Business Response
Date: 06/15/2022
June 13, 2022

Mr. *******************************
2056 ******************.
*********, ** 21239
Re:BBB Complaint #********
910203851 - 3771486
Dear ********************:
On May 24, 2022, we received your complaint, dated May 22 , 2022, filed with the Better Business Bureau.
You said that on August 4, 2021, you made a payment of $30.00 to have your service reinstalled, and after doing so you were asked to pay an additional $10.00 reactivation fee. Therefore, you requested to have the $30.00 refunded and your account closed.
Our records do not show a payment of either amount on or around August 4, 2021. Additionally, 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 when service is canceled will be forfeited.
Your account shows continual service and currently has a balance of $210.00. Therefore, in accordance with the above referenced Terms and Conditions, closing the account will cause you to forfeit this amount.
If you still wish to close your Boost Mobile account, please feel free to contact me at ************** or our *************************** at ****************.
Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************

Customer Answer
Date: 06/16/2022

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:05/22/2022
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 have filed 2 prior complaints against Boost Mobile (Compliant ID#******** and Complaint # ********). Since my last complaint, I was contacted via vm on 5/5/2022 and 5/6/2022 by *****************************, Corporate Case Manager, who apologized that the $70 refund had not been sent. **************** said in his last message that the refund check had been mailed to my address on 5/6/2022 and that I could expect a check within **** days. To date (5/22/2022), I have not received a check from Boost Mobile.
Business Response
Date: 06/13/2022
June 13, 2022

*************************
705 *************.
*******, ** 44057
Re:BBB Complaint #********
744017817-3771484
Dear ****************:
On May 24, 2022, we received your complaint, dated May 22, 2022, filed with the Better Business Bureau.
You expressed concern that you have not received the refund check we discussed in March 2022.
Thank you for bringing this to my attention. After confirming we had the correct address, I had a new refund check issued and you confirmed on June 10, 2022, that you had received it. We regret any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,

*****************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am - 5:00 pm MT, MON - FRI
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*****************************

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