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Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4,983 total complaints in the last 3 years.
    • 1,565 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/17/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 tried to purchase a new cellphone on the Boost Mobile website. I tried once with a credit card and again with a PayPal account. Both times it said the transaction was declined. I then received an email on the PayPal transaction saying it had been processed. When I checked my card statement they had billed me twice for the same exact amount. I have tried repeatedly to get these transactions cancelled and unable to reach a live person to help me with this issue. They just tell me the order was cancelled but will not confirm why they funds havent been put back in the account.

      Business Response

      Date: 06/01/2022

      June 1, 2022


      *****************************
      2050 ** Hwy. 42 S., Apt. 4
      ********, ** 43015
      Re:BBB Complaint #********
      434690554 - 3771019
      Dear ******************:
      On May 18, 2022, we received your complaint, dated May 17, 2022, filed with the Better Business Bureau.
      You expressed concern that you tried twice to purchase a phone online and even though the payment declined, the charges still showed up on your bank statement. You requested the charges be canceled.
      I attempted to contact you but was unable to reach you. I left voicemails and sent an email.
      Please be aware that sometimes a payment that is declined will show up as pending on your bank statement but will be canceled within 24 to 48 hours. As I advised you, if you are still having issues with the payments, please send me an order number or a copy of your current bank statement so we may look into this issue.
      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:05/16/2022

      Type:Product Issues
      Status:
      Answered
      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 ******* Galaxy S22 Ultra on Boostmobile official website, on 04/25/2022, for the amount of $882.39. Upon receiving the phone I tried to activate it and had an error message. I contacted their ***** number on May, 8th. Twice. They couldnt activate it and said we would be contacted in the next 24 to 48 hours. Nothing happened. I went to Boost Mobiles physical store and they replied I had to activate it online since it was purchased online but they warned me that this phone was blacklisted. We contacted their support number again and they said the phone was listed as lost/stolen and that they would remove the phone from this list and we should be contacted by them in the next 24 to 48 hours. Still nothing happened. We then contacted them through their live chat. Same promise that we would have a resolution within 24 hours. Still nothing happened. Today is May,16th and we still have no answers from boostmobile and still unable to activate the phone. Boostmobile never offered a refund or a replacement, they only promised over and over that the issue would be resolve in 24 to 48 hours but they never followed through. At this point I dont know what else to do for them to activate my phone. Ive considered returning it to a physical store but I am afraid they wont refund me the money since the phone is blacklisted. Thank you for all your help. Stephanos

      Business Response

      Date: 06/10/2022

      June 9, 2022


      *********************************************
      4328 E. B St.
      ******, ** 98404
      Re:BBB Complaint #********
      987493180 - 3770856
      Dear **************************:
      On May 17, 2022, we received your complaint, dated May 16, 2022, filed with the Better Business Bureau.
      You indicated that you purchased a device online and received an error message when attempting to activate it. You contacted several agents and were told you would be called for follow-up; however, you were not contacted as promised. You said you were informed that your phone was reported as lost or stolen and is currently blacklisted. You stated that you continue to be told that your issue will be resolved, but your device is still not active.
      My attempts to contact you by phone at ************** on June 8 and 9, 2022, were unsuccessful, but I left a voice message on each attempt. I also sent an email to ************************** with a request that you contact me.
      A review of your account reveals that your device was removed from the lost/stolen list and was activated effective May 25, 2022. The review shows that the phone has recent usage.
      We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
      We strive to provide excellent 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
      Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/16/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 customer for years , I moved out to a rural area and my phone service only works half the time Boost mobile told me I would have to buy another phone that's compatible so I did, it still did not work and I would have to drive 2 miles down the road in order to get service so I switched carriers and wanted my Phone number that Boost did not assign to me I went to boost with my number now boost mobile will not port my number to the new carrier .This is my phone number and I want it back so I can use it with my new carrier. Boost needs to release my number. 2 numbers to be exact as I had 2 lines with them ************ and ************ I just want my phone numbers back.

      Business Response

      Date: 05/24/2022

      May 24, 2022


      *****************************
      21147 ***************.
      ********, ** 85361
      Re:BBB Complaint #********
      456371008 - 3771022
      Dear ****************:
      On May 18, 2022, we received your complaint, dated May 16, 2022, filed with the Better Business Bureau.
      You stated that your Boost Mobile service does not work, but it used to work before the **** shutdown. You are requested to port out your two phone numbers.
      Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
      Our system indicates that your phone numbers were successfully ported out to your new carrier on May 11, 2022 and May 15, 2022.
      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: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/16/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 an iphone 13 pro through Boost Mobile Website on 5/5/22. I received the phone in the mail on 5/9/22. The phone does not work. Boost mobile tech support AND Apple Warranty CONFIRMED the phone did not work. I called Boost the day that I received it as well as probably about 30 times from my moms phone SINCE I received the iPhone and they have given me the run around and KEPT sending me to tech support and apple warranty. I spoke to a woman with Boost customer service on 5/11/22 from a ****************** store landline, who I sent photos of the phone IMEI and proof that the phone did not work. I was told that I should receive a Return Slip in my email in 2-3 days. Today is 5/16/22 and I have not received any emails from them. I called again to follow up and now they are now telling me that they wont take the phone back because it is out of the return policy time limit of 7 days from the order date. I could not return a phone that I did not have yet nor knew that the phone they sent me was a dud. I spent $1,400 for them to send me a phone that does not even work and be sent on a wild goose chase for EVERYWHERE to tell me the phone can NOT be fixed and needs returned and now boost will not take the phone back!! I am furious they just screwed me out of $1,400 and I want my money back!! Boost Mobile store on ************************************************ has also been trying to help me with this situation but customer service has not been ANY help at all. I will also be disputing this charge with my bank.

      Business Response

      Date: 05/24/2022

      May 24, 2022


      ***************************************
      70 **************.
      *****, ** 44312
      Re:BBB Complaint #********
      570797403 - 3770837
      Dear **************************:
      On May 17, 2022, we received your complaint, dated May 16, 2022, filed with the Better Business Bureau.
      You said that you purchased an iPhone from Boost Mobile, but it did not work once you received it. You requested a refund.
      My attempts to contact you at ************** on May 18 and 23, 2022, were unsuccessful. I was unable to leave a message. I also emailed ************************ with a request that you contact me.
      A review of your account indicates that a replacement phone was sent out to you on May 16, 2022; therefore, a refund is not warranted. 
      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: 8:00 am - 4:30 pm MT M-F 
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 05/24/2022

       
      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.

      I have since gotten a new phone (NOT with boost mobile) and have gotten a new phone number which indicates why Boost could not contact me. I have also received a refund from boost. I never received a replacement phone from boost nor did I know about it. 


      Sincerely,

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

       

       

    • Initial Complaint

      Date:05/16/2022

      Type:Product Issues
      Status:
      Answered
      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 4/16/22. I called and ordered a phone on line. I never receive the phone due to not putting the apartment number on it. I was told it would take **** business days to get refund. That was 5/11/22. Still no money. I called on 5/12/22.and they created a case number and told me I would get refund in 72 hours. I called to follow up on 5/16/22. I was told that it will take another **** days to get refund. I asked to speak to a manager or supervisor.I was told they were busy. I have been getting the run around for a whole month. All I want is my money back. I NEED HELP!!!!!!!!

      Business Response

      Date: 06/08/2022

      June 7, 2022


      *********************************
      290 ************., Apt. 3
      ************, ** 23606
      Re:BBB Complaint #******** 
      446285193 - 3770721
      Dear ******************:
      On May 16, 2022, we received your complaint, dated May 16, 2022, filed with the Better Business Bureau.
      You said that on April 16, 2022, you called and ordered a phone from Boost Mobile, but you never received it because you failed to include your apartment number with your address. On May 11, 2022, you were informed that you would receive a refund, but you still have not received it.
      On June 7, 2022, I sent an email to the address we have on file, and you responded by stating that since the filing of this complaint, you have received the refund in question.
      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:05/16/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 May 9 2022 I spent $50.00 on a cell phone case and 2 screen protectors. One protector was to small and didn't cover screen completely. Owner said it was the right one for the phone. I said it was unacceptable because it interfered with reading from left to right. I asked for a refund and was denied. Oner realized there was a problem and put another one on but it was the same result. So I again asked for a refund and was denied one. Now at this time I asked for a receipt and was denied one. The owner said I would have to pay for a receipt because he didn't charge me any tax. So if I wanted a receipt I needed to pay more money. I have never been treated like that in a store. ********************** Boost Mobile phone store ************************************* ************

      Business Response

      Date: 06/08/2022

      June 8, 2022



      Mr. *************************
      P.O. Box 4821
      ******, ** 71211
      Re:BBB Complaint #********
      235601565 - 3771018
      Dear ******************:
      On May 18, 2022, we received your complaint, dated May 12, 2022, filed with the Better Business Bureau.
      You said you purchased a phone case and two screen protectors from a Boost Mobile retail store in ******, **. You stated that one of the protectors did not fit one of the phones and interfered with your ability to read text. Upon returning to the store, the manger attempted to install a different screen protector, but it was the same size, so you requested a refund, but it was denied. You requested a receipt, but the manager said you would have to pay more because he did not charge you tax on the purchase.
      When we spoke on June 8, 2022, you said that because of the comments made by the store manager, the City of Monroes Revenue and ************ is also involved.
      I explained that Boost Mobile retail stores are independently owned and operated and are responsible for handling refunds in such instances; however, due to the circumstances, I offered a one-time credit of $30.00, and you accepted. 
      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: 06/08/2022

       
      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:05/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 payed $100 for a year of unlimited talk text and 1 GB of data and I made my payment on 01/08/2022 after making sure that my phone would work and be compatible with boost by talking to the employees who assured me my phone would work Afterwards for the next four months I had to continue to contact boost Mobile and ask them how to make it so the phone would actually work with the services because messaging wont work unless Im connected to ********** wont work at all and the calls were spotty and would break up half the time.I reset my phone, reset my network settings, reset my iPhone itself, called from a different number pulled my Sim card out read them everything on it, and also talked to a manager on 08/11/2022 and was told by him that he couldnt understand as to why it wouldnt work after he had me go through everything againso he ended up telling me that the best they could offer me was a refund for the remaining time on my plan Which I had accepted because he said there was no alternative except for sending me a new Sim card which he told me he didnt think would workI told him that I was starting a new job that required me to have the phone working properly and to have working data and I told him when I would be starting my job (05/14/2022) and he told me it would be 48 to 72 hours for the refund request to go through and that it would probably go through but if not it would be fixedI called after the 72 hours I had to ask for a manager over eight times because of how theyre trained and he told me he couldnt hear me because of my phone.When I could talk to a manager she told me the request was entered wrong and she said I would need to wait for it to be reviewed after being resubmitted in 3-5 days I said this was making me miss work so I need my number free to work my job with a new phone service and was told Id only be able to do that if I dont get the refund because I need a open case to get a refundso I have to lose money either way.

      Business Response

      Date: 06/02/2022

      June 1, 2022


      *********************************
      335 ************ Ave.
      ***********, ** 27801
      Re:BBB Complaint #********
      ********** - 3770717
      Dear ********************:
      On May 16, 2022, we received your complaint, dated May 14, 2022, filed with the Better Business Bureau.
      You stated that you prepaid for a year of service with Boost Mobile, but upon activation you experienced issues. You canceled the service and requested a refund of your payment but have not received one.
      Coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. 
      The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. However, I made an exception to request a refund of your payment of $103.07. This refund request was approved. Please allow five to seven business days for the funds to be returned.
      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:05/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Republic Wireless sold me and activated a ************ phone (Model# XT2041-4) on Sep 20, 2021 on a $15/month plan. On May 13, 2022 I was no longer able to make outgoing calls via cellular service. Only incoming cellular calls worked. Bi-directional WiFi calls worked. After having been on the phone for about 45 minutes, we were informed by the supervisor Gabby (OpID 'BYZ' in ******** ** via their *************** number) that this phone was no longer compatible because it is CDMA compliant, not GSM.We were not informed at the time of sale that the phone would become defunct within months. Nor were any messages, emails or warnings of any sort at the time of sale, upon activation nor during all these months of the impending dis-function, communicated to us. Republic kept withdrawing their monthly ~$18, from my debit card, never once informing me that the phone would be useless soon. Their actions have been deceitful, preying on people who on limited financial means, seek their low cost service, in the first place.They would not replace the phone with an equivalent GSM compatible ************ at no cost to us. All she offered is $50 towards the purchase of a new phone. She refused to escalate the situation to anybody higher. This is unacceptable. We want to see full restitution, given the deception and deceit that they indulged in for months!We have cancelled our debit card to prevent any further perpetration of this fraud by Republic Wireless. We will provide a new debit card number once a new phone and service are available for resumption. They can provide an RMA for the existing phone, if they want it back. We will do a 'factory restore' to wipe out our private information. Thank you.

      Business Response

      Date: 05/17/2022

      May 16, 2022


      Ms. ***** Loffer 
      801 W. North Street
      *************** 45885
      Re:BBB Complaint #********
      ********** - 3770636
      Dear ****************:
      On May 16, 2022, we received your complaint, dated May 14, 2022, filed with the Better Business Bureau.
      You expressed concern with the **** shutdown. You stated you were not informed of the change and you requested a free replacement device, as your phone is not compatible with the Expanded Network. 
      Republic Wireless has historically provided service on the **** Network, which was operated by Sprint. 
      After Sprint and ******** merged in July 2021, ******** 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, ******** refused, and the old networkand all phones/devices on itstopped working on March 31, 2022. We regret any inconvenience. 
      A review of your account shows we attempted to inform you of this information multiple times via email and in-application notifications. Republic Wireless has also emailed you deals for new phones. 
      If  you would like to retain service with Republic Wireless, you will need to upgrade your device to one that is compatible with the Expanded Network and select an available plan. We recommend visiting our online store at https://republicwireless.com/collections/phones to see what deals are currently available on compatible devices. 
      Your request for a free replacement phone to be sent to you is respectfully declined. 
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      ***** Lund 
      Corporate Case Manager 
      Executive Escalations Team 
      Republic Wireless
      Hours: M-F, 8:00 am - 4:30 pm MT 
      ************** 
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

    • Initial Complaint

      Date:05/14/2022

      Type:Product Issues
      Status:
      Answered
      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 April 17. 2022 I purchased a phone thru boostmobile.com. The total amount was $175.35. It was shipped to me on April 18 via *** 1z52a2591302940666. I decided I no longer needed the device and cancelled my order via Chat within the hour. Needless to say boost still shipped the device. I called ********************** and they instructed me to refuse the package and have it returned. I did this on April 21. Package was being sent back to sender via *** 1z52a2591202940668. It was delivered back to sender in April 25, signed by Rey Carcers at 10:01am. On May 2 at 11:07am, I reached out to Boost via chat asking about my refund and was told, "Refund is already been process from the time we receive it on 04/24, however there is a time frame of **** business days. Currently today is the 6th day of the process. Rest assure that you will receive your refund as it is already stated on the account as well." On May 13, I called Boost because I hadn't received my refund as promised. I was told to give it until 6pm, when banks normally update. May 14, refund still hasn't hit my bank. I started a new chat at 8:47am and was informed the case had been closed by May 6. Case id *********. Novelyn, the agent, said to wait **** business days and that today was the 6th day. The same thing the agent before said! I demanded to speak to a manager. Instead of waiting via chat, I phoned Boost. This is now 9:42am. The supervisor on staff, *****, stated he needed to check with tech support as to why I didn't receive my refund. He said the case was declined/unsuccessful and that he needed to open a new case. Case id *********. He instructed me to wait ***** hours to have another department review it and determine resolution. I demanded they issue my refund or send back the phone I ordered and returned. I also informed him that I was taking notes of our conversation and was going to file a complaint.

      Business Response

      Date: 06/08/2022

      June 7, 2022


      ***************************
      231 **********************. 
      *********, ** 77418
      Re:BBB Complaint #******** 
      718803176 - 3770704
      Dear ******************:
      On May 16, 2022, we received your complaint, dated May 14, 2022, filed with the Better Business Bureau.
      You said that after purchasing a phone through our website, you decided to cancel the order. You were instructed to refuse the shipment and return the package for a refund. You refused the package on April 21, 2022, and our records show Boost Mobile received it on April 25, 2022. However, you still have not been refunded the purchase price of $175.35.
      I attempted to contact you on June 2 and 6, 2022, at the phone number and email address we have on file, but I did not receive a response to either message I left.
      After researching this, a refund of $175.35 will be issued. Please allow up to ten 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 Escalations Team
      Boost Mobile
      Phone Hours: 8:00 am-4:30 pm MT (M-F)
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

    • Initial Complaint

      Date:05/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested a SIM card from Boost Mobile and I did not realize they put me on auto pay for 26.18/month. I have not activated any account nor used the service. I called Boost to stop the auto pay. After an hour they said I needed to call my credit card company to stop the charges. I said thats crazy since Boost is doing the charging. So I called ********* and they said that Boost needs to cancel the reoccurring charges. Im so frustrated. I did not setup a Boost account as I have not used their services. Boost will not cancel the account. How do I cancel Boost when I have not used their services?Thanks

      Business Response

      Date: 06/02/2022

      June 2, 2022



      *******************************
      500 ***************, #3
      *****, ** 08638
      Re:BBB Complaint #********
      734685080279 - 3770707
      Dear ******************:
      On May 16, 2022, we received your complaint, dated May 13, 2022, filed with the Better Business Bureau.
      You said you ordered a SIM card from Boost Mobile and did not realize that you were placed on autopay at a rate of $26.18 per month. When you attempted to cancel the autopay feature, a Boost Mobile representative told you to call your credit card issuer who then told you to call Boost Mobile. As a result, you requested to have the account closed, but this request was denied. 
      When we spoke on June 2, 2022, you said you were able to speak to someone who did cancel the autopay feature. I confirmed that you wish to close the account; therefore, I closed the account effective June 2, 2022.
      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: 06/02/2022

       
      Complaint: 17201702

      I am rejecting this response because:

       

      The Boost Mobile executive did in fact call me. today    My account has indeed been canceled.   You may consider this closed on my behalf.   However my point is that the Boost Mobile Representative I contacted first incorrectly told me that he (****** Mobile) could not stop the charges and I would have to contact my credit card company.    My Credit card company told me that was NOT TRUE.    The executive from Boost told me today that my credit card had not be charged yet.    There is still a disconnect in logic as to the letter Boost sent me with my credit card information (and account number).   ********************** needs to clarify in their standard form letter what auto pay means and what pay as you go means.  

       

      Main point is Boost MISREPRESENTED the autopay notice.  I recommend to Boost to revised their standard letter AND inform their own employees about the fact Boost and indeed halt auto charges and NOT tell their consumers they need to contact their own credit card company to stop the charges.   

      Sincerely,

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

      Business Response

      Date: 06/08/2022

      June 7, 2022



      *******************************
      500 *************., #3
      *****, ** 08638
      Re:BBB Complaint #********
      734685080279 - 3772501
      Dear ******************:
      On June 6, 2022, we received your rebuttal, dated June 6, 2022, filed with the Better Business Bureau.
      You said you consider the matter closed on your behalf, but you still feel as though you received conflicting information regarding the autopay feature and the pay-as-you-go plan.
      Customers can remove their credit or debit card information and stop the automatic payment or autopay feature from their account. However, once a payment transaction is initiated, there is no functionality to stop or recall it before it is completed through the banking system. Therefore, customers are advised to contact their credit or debit card issuer to dispute the charge.
      Boost Mobile offers calling plans that allow customers to stop and start service every 30 days. If a payment is not made to an account by the first day of their cycle, the account is essentially closed. Once a payment is made, the account is reactivated and service is once again available, which is referred to as pay-as-you-go or month-to-month. However, it is important to note that if a customer allows an account to remain inactive for a period of 60 days or longer, they may lose their telephone number.
      We appreciate your recommendation and can assure you that Boost Mobile reviews its marketing and customer service literature regularly to ensure the information is accurate, understandable, and not misleading in any manner.
      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
      *****************************

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