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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

    • 4,987 total complaints in the last 3 years.
    • 1,567 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/09/2022

      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.
      May 3, 2022 I ported my phone number from Republic Wireless to **** mobile I was told by mint the transfer was complete. However, I am unable to receive texts and phone calls from current Republic customers. In addition Republic Wireless has placed a charge on my credit card on May 8. In my Republic account I can still change my password and pin but my payment method is locked. There is a note that my next **** date is June 8 **** mobile tried to contact Republic but they were unable to.

      Business Response

      Date: 05/13/2022

      May 13, 2022


      *****************************
      419 Summit Dr.
      *********, ** 53095
      Re:BBB Complaint #********
      A00305513 - 3770135
      Dear **************:
      On May 10, 2022, we received your complaint, dated May 9, 2022, filed with the Better Business Bureau.
      You said you ported your number out but were unable to receive texts or calls from Republic Wireless members.  You also said Republic Wireless charged you for a month of service that you did not receive.
      A review of our records indicate that your number was ported out, but your account was left active. I canceled your account and refunded the $18.97 to your credit card ending in 8699.
      Please work with your current provider to resolve any technical issues you may be experiencing.
      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: Monday - Friday, 6:00 am to 2:30 pm MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 05/13/2022

       
      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:05/08/2022

      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 signed up for the $100/year service with Boost Mobile on 3 January 2022. They were not able to port my number after providing all the required information and MULTIPLE calls with technical support. After 3 months of false promises, I requested a refund which they promised to process. The ticket number was ******. My account number is ************. ***** was able to do the porting in less than 24 hours so I no longer need Boost's service. The total charged to my credit card was $103.21.

      Business Response

      Date: 06/01/2022

      May 27, 2022


      *****************************
      17 *************.
      ******, ** 78737
      Re:BBB Complaint #********
      777440687699 - 3770105
      Dear ****************:
      On May 9, 2022, we received your complaint, dated May 8, 2022, filed with the Better Business Bureau.
      You said you were unable to port your number to Boost Mobile, but you had already paid for service. You requested a refund.
      We sincerely regret any inconvenience this issue may have caused. Your $103.21 payment has been refunded to the credit card used to make the initial payment.
      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
      *********************

    • Initial Complaint

      Date:05/08/2022

      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 March 14, 2022 I received an email from ** entitled "YOUR ACCOUNT NEEDS ATTENTION NOW". 3G capability was being discontinued on 3/31/22 and I needed to "move your current number to a new phone and new plan right away." On 3/16/22 I ordered a new ******* A-12 5G phone ($190.98) and prepaid for the first month of new service ($20.83). This phone was delivered on 3/26. My old Moto G phone was disabled on 3/28. From 3/26 to 4/6, I repeatedly tried to activate and connect this new phone to the ** system. All attempts failed. I contacted the help desk and opened a ticket item. I was forced to start service with a new provider and told ** on 4/6 I wanted to return the ******* phone to them and port my number to my new carrier. I was told on 4/8 that a return address label for the phone would be sent. I requested this several times. To date, I have never received it. Also, I then spent 3 weeks trying to port my phone number ***********) to my new carrier. This also failed. I am now faced with changing my contact phone number with approximately 150 individuals, businesses, doctors, etc. On April 26, I gave up and went online to cancel out my account. I got an error message telling me to "try again later"! I called customer service. They were unable to cancel my account. The service **** ****** said he would send an internal email to engineering to correct the issue. It is now 5/8, and my account is still active. In fact I just received an email with a **** for my next month's service. I am frustrated in the extreme. I want a credit back on my credit card for the cost of the phone $190.98 and the service ($20.83). I am attaching a pdf file of ticket item #******* which documents my correspondence with **.

      Business Response

      Date: 05/13/2022

      May 13, 2022


      *****************************
      2327 ***************
      ************, ** 85614
      Re:BBB Complaint #********
      00241089 - 3770073
      Dear ****************:
      On May 9, 2022, we received your complaint, dated May 8, 2022, filed with the Better Business Bureau.
      You said you were advised to upgrade your device and plan to the new expanded network. You attempted to upgrade by buying a new phone; however, you were unable to activate it. You then decided to port out your number to another provider, but the port-out attempts failed. You also received an error while trying to cancel your account. In addition, you expressed dissatisfaction with the level of customer service you experienced. Furthermore, you have not received a shipping label to return the phone. You requested your account be disconnected, and the charges for the phone and the prepaid service not used refunded. 
      When we spoke on May 12, 2022, I informed you that 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.

      Please note that the ********************************* (FCC) regulates phone number portability and Republic Wireless 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. We regret any difficulty you experienced. 
      I offered to assist you in the activation or port-out process, but you informed me that you no longer wished to troubleshoot. You requested your account be disconnected. I informed you that there is a systematic error preventing your account from being disconnected. I escalated the issue to our engineering team, and they were able to manually disconnect the account effective May 13, 2022. 
      Our records show that the return label for your phone generated on April 20, 2022. We regret the delay. You informed me that you received the shipping label and sent the phone back.
      There is currently a dispute pending for the charges you requested to be refunded (phone and prepaid service); therefore, we are unable to issue a refund at this time. Once the dispute is canceled or settled, then we can proceed. 
      We strive to provide excellent customer service and we regret that your experience was unfavorable. We thank you for your business and we are disappointed to lose you as a member of the Republic Wireless family.
      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
      *****************************

      Customer Answer

      Date: 05/15/2022

       
      Better Business Bureau:

      ************ fairly expressed the issues and concerns I am having with Republic Wireless.  We have been in contact to resolve the complaint.  My account has been closed and the phone has been shipped for return.  I contacted CitiBank and closed out the disputed charges on my MC.  A return credit should be appearing soon on my card.  Once that happens and ************ also credits back the $20 pre-paid service fee, I will be happy to close this complaint.

      Sincerely,

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

    • Initial Complaint

      Date:05/08/2022

      Type:Order 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.
      boostmobile kept all of my benifits from the *** they gave me a promo code that didn't work and then they had me in the acp program witch I didn't wan't and I already paid my phone **** which is 50 now today Boost Moblie is trying to say my **** is due on the 9 th of every mouth witch my **** is always due on the 22 the supervior switched my date to the 9 which is not fair to me I don't have any money like that.. I want them to give me what's due to me,, I pay my **** with no problem

      Customer Answer

      Date: 05/26/2022

      Boost mobile said they put me back on my 50 plan well they didn't they still had me under the xfinity wifi and tried to blame it on the public wifi which I wasn't connected to and I told ****************** that I was so they sent me a website that was under xfinity and I wasn't going to sign in and that's when they sent me the boost mobile website these people are so disrespectful I'm not understanding for the pass two months why they messed it up and won't give me my full service that I paid for which everything is unlimited I don't get anything that I'm supposed to get on this plan and they trying to talk to me like I'm a child a I don't know anything about my phone or and plan and i'm ****************************************** my funds from when the *** plan was paying my phone **** no one is still saying anything about that.. they took my funds from the *** program and I also complaint about that as well.. Boost Mobile need to get right even the supervisor's is disrespect

      Customer Answer

      Date: 05/27/2022

      *********** is trying to tell me something that I already know about the *** program he's being rude and disrespectful and this is how they treat they customers, he trying to make me sign up for the *** program again which they is not reason why I should have to sign up that and he don't want to give me what I paid for which is the *********************************************************** a website with the Xfinity internet wifi instead of the boost mobile and I took a picture because I knew they was going to try and blame that on me to so not only did they keep my EBB BENEFITS and they still acting like I was never approved which I have proof and it was in the beginning of the year .. *********** is being up something I cancel because I accidentally put my number, but I told him me and his worker spoke she fix my account back which my **** due date is the 22 of each month and *********** also said they can't which is not true because they woman did when she fixed it, and they changed my **** due date to the 9 and don't give me no internet service or anything under the 50 plan and he's was being disrespectful to me because they messed up.. I want is my EBB BENEFITS that they got even the woman from the *** PROGRAM told me to Report Boost mobile because I didn't know what to do , and my ************************************************************* because I'm not a child I'm going come at you the same way you come at me, *********** needs some customers skills help because he doesn't know how to talk to people

      Business Response

      Date: 06/01/2022

      May 27, 2022


      ***********************************
      2 *********., Apt. B
      **********, ** 29403
      Re:BBB Complaint #******** 
      507221858 - 3770103
      Dear ********************:
      On May 9, 2022, we received your complaint, dated May 8, 2022, filed with the Better Business Bureau.
      In your May 8, 2022 complaint you said that the Emergency Broadband Benefit Program (****) gave you a promotional code that did not work, and you were placed on the Affordable Connectivity Program (ACP) without your consent. Now your monthly rate is $50.00 with a payment due on the 9th of the month, when payment has always been due on the 22nd of the month 
      In your May 26, 2022 complaint, you said that you were told by a Boost Mobile representative you were placed back on the $50.00 per month plan, but this is not correct and you are still under the Xfinity plan, which you refuse to sign in on. You also said that Boost Mobile has received benefit payments from the ***** but your account was not credited. You requested these funds be applied to your account.
      On May 27, 2022, I spoke with you by phone and attempted to explain what caused you to lose ACP benefits and the Xfinity Wi-Fi network, but you refused to let me speak and stated you will continue to file complaints and you disconnected the call.
      Our review of both Boost Mobile and ****/ACP databases found that your initial application for benefits through the **** occurred on October 19, 2021, but it was canceled because your device was never activated. You applied for benefits again on February 1, 2022, and you were qualified and enrolled on that day, and remained active (and receiving benefits) until April 12, 2022, when our records show your ACP benefit was transferred to another provider. 
      The ACP replaced the ***** which is administered by the federal government. If you wish to participate and receive the benefits of the **** you will need to reapply and requalify. This can be done by visiting a Boost Mobile retail location and speaking with a representative there. We recommend that you call the store in advance to make sure they are participating in the ACP.
      Your monthly due date is ***************************************************** other words, if you pay on the 10th of the month, your next payment is due 30 days from that date. The date payment is made changes your new payment due date.
      Xfinity offers free, unsecure Wi-Fi connectivity at many locations throughout the *************, and you are not required to have cell phone service through them to connect. 
      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:05/07/2022

      Type:Delivery 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 ordered a Iphone 11 White from the merchant Boostmobile. I received ******* was a totally different phone. After multiple phone calls to the merchant to resolve this I was never given a refund even after I shipped back the device that was shipped to me.

      Business Response

      Date: 06/01/2022

      May 25, 2022



      *********************************
      5636 ******************.
      ***********, ** 70806
      Re:BBB Complaint #********
      324288007 - 3770099
      Dear ******************:
      On May 9, 2022, we received your complaint, dated May 7, 2022, filed with the Better Business Bureau.
      You said you ordered a white ***** iPhone 11 from a Boost Mobile merchant. When you received it, you realized it was an entirely different phone, and after contacting the merchant, you returned the phone. You stated that you still have not been refunded for the purchase price.
      I attempted to contact you at the phone number and email address we have on file on May 24, 2022, but the person who answered disconnected after I stated the purpose of my call. My email requested the tracking number for the return shipment of the phone so that I could determine the dates the phone was sent out and received by Boost Mobile. 
      On May 25, 2022, you replied to my email with the reference number ********* as proof the phone was received. However, this reference number is not identifiable within our system. The information you provided with your complaint indicates that the phone was purchased on July 8, 2021, and Boost Mobiles return/refund policy only allows for seven days from the date of purchase. Therefore, I sent a reply email with another request for the tracking number, which is necessary to fully investigate and resolve this matter.
      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:05/07/2022

      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.
      On 03/2022 i purchased two phones for my wife and i. that same month we received the phones and we immediately swapped phones through the boost mobile site. (speaking with the agent through the chat service they have) i then told that agent that i wanted just myself not my wife but i wanted to add insurance to my phone because i know how i am with phones so i wanted to save my a** i then paid an additional 25 to make it effective immediately. so thats what i did, well now my phone was stolen and i didnt realize it at the time so i have no clue as to when it got stolen but it did and i contact the customer service line for ********************** and they gave me the run around and they did this for three flipping days now they would not connect me with a supervisor the boost lady said i have full coverage on my account they would then connect me with the insurance company there affiliated with its called bright veiw but now its called like wise ... when i spoke to them all three times they kept telling me i did not have the insurance and also kept telling me that i needed to call back to boost because i needed the account number but then ********************** wouldnt provide me my own account number because it was stolen all i need is help getting a new phone so i can get back to my life i had important things on that device and i was told that i had the insurance i was never told that i featured dated this accusaion because if that was the case i would have never paid the additional 25 dollars when i swapped my phone can someone please help me with this, cause this is not good business and is down right not right, un professional and not at all caring about my situation .

      Business Response

      Date: 06/02/2022

      June 1, 2022



      *********************************
      2131 ***************, Unit 11
      ********, ** 43235
      Re:BBB Complaint #********
      972665008 - 3770094
      Dear ******************:
      On May 9, 2022, we received your complaint, dated May 7, 2022, filed with the Better Business Bureau.
      You said that your phone was stolen, but you cannot determine the exact date this occurred. In March 2022 you said you purchased insurance, which you paid an additional $25.00 for to ensure it was effective immediately. However, the insurance company, Likewize, has no record of the policy, and they advised you to obtain your Boost Mobile account number, which our representative refused to provide.
      When we spoke on June 1, 2022, I explained to you that, other than a payment for insurance on May 14, 2022, there is no record of insurance before this date. I provided you with your account number and the contact number for Likewize, so that you can continue discussions with them.
      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:05/07/2022

      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 ported my phone number away from Republic Wireless on 4/23/22.On 4/29/22, I received an email shipping notice from Republic Wireless for new SIM cards that I did not order. What made this more alarming was that the shipment was going to an address unknown to me in another state. I logged into my account and discovered another customers invoice was now showing up as part of my account. I opened an online help ticket on 4/29/22 and received no response.I called customer service on 5/2/22 to try to resolve this. The representative was dismissive of my concerns and suggested to just dont log into your account. I then spoke to a supervisor named **** who said that he will escalate this matter and that someone will call me back soon. I have not received a call back.This issue has still not been resolved, or even addressed by Republic Wireless. The other customers invoice and billing/payment data are still showing in my account. I am not sure whether the company has mistakenly attached another customers information to my account, or is allowing fraudulent activity to occur under my name. Based on what I can see in my account, I am concerned that my personal data may also be at risk.In any case, I want my account decoupled from the other customers activity; my record to contain only MY personal data and invoices; and no other customer to be able to access my personal information.

      Business Response

      Date: 05/13/2022

      May 13, 2022


      Mr. ***********************
      PO Box 1816
      *********, ** 18016
      Re:BBB Complaint #********
      A00499542-3769929
      Dear ****************:
      On May 9, 2022, we received your complaint, dated May 7, 2022, filed with the Better Business Bureau.
      You indicated that you recently ported your service to another provider; however, afterward you received an emailed shipping notice for a new SIM card you did not order. After logging into your account, you discovered that another persons invoice was on there. You reported this issue and you were told a help ticket would be submitted on your behalf. You said that you have not received any followup and you are concerned your personal data may be at risk.
      When we spoke by phone, I confirmed that the order was placed on your account in error and the item was charged to the person who placed it. We are investigating how this error occurred, and this invoice was immediately removed from your account.
      During our conversation, you also confirmed that you have not received any unauthorized charges to your credit card.
      We appreciate you bringing this to our attention, and we will continue to work internally with the appropriate personnel to find out what happened.
      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
      Republic Wireless
      Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

      Customer Answer

      Date: 05/16/2022

       
      Complaint: 17176683

      I appreciate the response from ******** at Republic Wireless and am happy that they have initiated an investigation.  Unfortunately Republic Wireless has still not corrected the issue as it pertains to my account.  Another customers billing information and invoice are still appearing when I view my account as of 5/16/22.

      Sincerely,

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

      Business Response

      Date: 05/23/2022

      May 23, 2022


      Mr. ***********************
      PO Box 1816
      *********, ** 18016
      Re:BBB Complaint #********
      A00499542 - 3770998
      Dear ****************:
      On May 18, 2022, we received your rebuttal, dated May 18, 2022, filed with the Better Business Bureau.
      You indicated that another customers billing information and invoice are still appearing on your account.
      We are continuing to investigate how this issue occurred internally. Once this process is complete, we will be able to remove the information from your account.
      If there are further questions or concerns about this issue, please feel free to contact me at **************.
      Sincerely,


      ***********************
      Corporate Case Manager
      Executive Escalations Team
      Republic Wireless
      Phone Hours: Monday - Friday 7:00 AM - 3:30 PM MT
      **************
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *********************

    • Initial Complaint

      Date:05/07/2022

      Type:Billing 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.
      For the last 3 months I have been double charged by Boost for phone service. My husband lost his phone in February. He had the head line on our account. Since it was lost they suspended his line and made another number in the family plan the main number until his replacement arrived. When it did I called and had his number restored and asked that it be added to our family plan. The associate instead made his account an additional family plan which costs $107 monthly. This charge was taken out with the regular **** for the last 3 months turning the usual $127 monthly **** $234. I have called for the last week asking that the account be made right in adding the number back and crediting my account for the misstep. Instead the associate charged me another $107. I need my money back immediately.

      Business Response

      Date: 06/02/2022

      June 2, 2022


      *********************************
      1021 **********************.
      *********, ** 49007
      Re:BBB Complaint #********
      166575054 - 3770093
      Dear ******************:
      On May 9, 2022, we received your complaint, dated May 7, 2022, filed with the Better Business Bureau.
      You indicated that your husband suspended his service in February 2022 after his phone was lost. His line was removed as the primary line of the family plan and another line became the primary line. You said you called to restore the line and re-add your husbands line to the family plan; however, his line was not re-added and an additional family plan was created. As a result, you said you have been overcharged for the past three months. You also said you were recently charged an additional $107.00 when working with an agent in an attempt to resolve this issue. You requested that you be provided with a refund for the overpayment.
      A review of your account confirms that your husbands line, ending in ****, was suspended on March 12, 2022, and was removed as the primary line for your family plan. A refund for $121.00 was processed on May 10, 2022. Your family plan has now been properly re-established. 
      When we spoke by phone, I reviewed the account billing with you and confirmed that you paid two bills in March 2022 and April 2022. During our conversation, I offered to provide you with a refund of $107.00 and an account credit for one month of service. You accepted this as a resolution.
      We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. 
      We strive to provide excellent service and 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:05/06/2022

      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 received sign up emails and confirmation of a purchase for which I never made. The website makes it impossible to connect with anyone to share concerns. i want to know that i don't have a ****. ---------- Forwarded message ---------From: Boost Mobile <*****************************************>******** Available to new customers. Included on the $60 Unlimited Plus plan but available for purchase with other service plans. Must be an active Boost customer on an eligible monthly service plan to receive K *************** ******** is not an insurance company. The services provided by ******** are not part of a health insurance policy and do not meet any individual health mandate required by federal law. ******** will not file any claims against any insurance policy or plan for reimbursement for any services you receive. If you have an insurance policy, your insurance may include, at no additional charge, some of the services that you may receive from ********. For additional information, visit khealth.com to view ********'s terms of service and privacy policy.Other Terms Offers/coverage not avail. everywhere or for all phones/networks. Prohibited network use rules & other restrictions apply.Boost Mobile 2022 DISH Wireless L.L.C., **********************************************************************. All rights reserved. All other marks are the property of their respective owners.

      Business Response

      Date: 06/03/2022

      June 2, 2022


      Ms. *****************************
      705 *******.
      Venice, ** 90291

      Re:BBB Complaint #********
      3770082

      Dear **************:

      On May 9, 2022, we received your complaint, dated May 6, 2022, filed with the Better Business Bureau.

      You indicated that you received signup emails and confirmation for a purchase you never made. You would like to confirm you will not be charged.

      My attempts to contact you by phone at ************** on May 26 and 27, 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.

      I was unable to locate a Boost Mobile account using the information provided. The documentation you included shows that these confirmations were sent to another email address different from the one provided. 

      Please contact me directly at ************** so we can work together to confirm you are not charged.

      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:05/06/2022

      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.
      04/28/2022 I had to purchase a phone and pay extra because Boost and the ***************** didn't cover my phone insurance fully. They had no phone and sent a vochure after my phone had been stolen. 1.5 weeks prior to the date above. I suspended service and boost will not replace the days suspended and money spent on phone. The insurance company keeps hanging up, rude, and will not pay for the additional money spent. They were to replace my phone. My phone is not made or sold anymore they are to send a phone of equal value or upgrade, Boost Reps and store who sold me the phone said. I had to pay ***** extra after receiving a vochure for ******, the phone was ****** and I had to pay for activation, taxes, in the store when the process is not that. I already gave them $50 for the replacement, so the vochure value was actually $140.70. Not enough to cover any phone, but a down graded phone. I keep trying to get a resolution for the money spent, and having to pay my ****, right after my phone was received. They will not credit my account for un-used days, will not cover the lack of the insurance having phone. The stores in my area had no phone, had to wait for the shipment, which prolonged my service being restored. At this point $50 for the deductible, $***** for activation and phone, and $47.00 for the phone **** that should have been extended for days of service not used. Please help.

      Business Response

      Date: 05/24/2022

      May 23, 2022


      ********************************************
      742 ******************* 
      *******, ** 49509
      Re:BBB Complaint #********
      205573909 - 3770081
      Dear *****************************:
      On May 9, 2022, we received your complaint, dated May 6, 2022, filed with the Better Business Bureau.
      You expressed concern with the fulfillment of your insurance claim after your device was stolen. You requested a refund for the time your account was suspended due to the theft. 
      Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. 
      As Likewize is a third party, we are unable to address issues with their fulfillment of insurance claims; please contact them at **************** with any concerns about your replacement offer. 
      The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Therefore, your request for a refund is respectfully declined. Please note that you are not charged while your account is suspended. However, to restart service you will need to submit a payment to prepay for your next 30 days of service. 
      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 
      Boost Mobile
      Hours: M-F, 8:00 am - 4:30 pm MT 
      ************** 
      cc: ****** / ******* Better Business Bureau
      3801 **************., #*** 
      ******, ** 80210
      *****************************

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