Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The phone number in question is registered in *************************** name with boos mobile and in the past same people stole it and boost almost allowed thieves to keep it. Only ******* worked hard to keep it.

  Business Response

  Date: 02/15/2024

  February 13, ****
  
  
  
  Mr. ***************************
  ******************
  ***********, ** 90014
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On February 12, ****, we received your complaint, dated February 11, ****, filed with the Better Business Bureau.
  
  You said that the phone number ************ is registered to you. You mentioned that in the past, someone stole your number and you worked to keep it. You requested your account be suspended and the account PIN changed.
  
  Our records indicate that this account was activated on February 1, ****. If you wish to have the service suspended, please dial 611 from your mobile device and speak with customer care.
  
  To update your account PIN, you can either log into your online account or contact customer care. 
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:01/31/2024

  Type:Customer Service 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.

  The suspended my account permanently because they said I was dialing restricted numbers. The sent a text that said contact Wireless Account Escalation at Dish.com They also gave me ************ for help courting out. After 20 or 30 minutes I couldn&#**;t use my phone. I went into a store where I purchased the phone to ask if it was them that sent the message. The store clerk said everything looked fine on the account. I went back to the store. He said that it was the company. The clerk said to try the email. I did. I got a do not reply message. The text said I have violated T and C rules by continuing to call restricted numbers after a warning on 1/9. I thought the warning was bogus. Now on 1/26, I got another text, they sent a requested temporary phone. I received another message to pay my bill, and my service will be turned on. I have always kept up with my payments. Both clerks at the store said the bill was not due to next month.

  Customer Answer

  Date: 02/02/2024

  CORRECTIONS PER ABOVE COMPLAINT SUBMISSIONS NOT TOTALLY ACCURATE.  PLEASE Correct the above statement.  

  The phone number in question is ************.   also the  email is *********************************** .  the number they wanted me to call is ************ to PORT OUT NOT(COUNTING OUT)  BOOST DID NOT SEND ME A  (REQUESTED TEMPORARY PHONE).  IT SHOULD SAY TEMPORARY CODE.   

  I went to the nearest store the evening of shut off.   the next day went to location where I bought the phone/service.   

  thanks 

  Business Response

  Date: 02/08/2024

  February 7, ****
  
  
  
  ***********************************
  PO Box 775172
  *********, ** 63177
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On February 2, ****, we received your complaint, dated January 31, ****, filed with the Better Business Bureau.
  
  You stated that your account was disconnected without your authorization due to dialing restricted numbers. You were sent a text message that recommended you contact Wireless Account Escalation at dish.com or phone number **************** about this issue. You then received another text message saying that you violated T and C rules by continuing to call restricted numbers after being warned on January 9, ****. You requested to have the service restored.
  
  A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit ***********************************************************************************************************************. According to your account notes, you have been found in violation of Traffic Pumping, and your service has been permanently suspended and will not be restored.
  
  For any additional concerns regarding this issue, please email ***********************************.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **********************************, #***
                  ******,** 80210
  
  *****************************
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21228150
    wit
  I am rejecting this response because:  Boost shut down my service, wrongfully accusing me of violations, and has not provided the specific restricted numbers/violations.  
  
  *******************************

• Initial Complaint

  Date:12/29/2023

  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 been having problems getting connected to the Boost. I got a cell phone from them, an iPhone 14 Plus. I have not been able to connect the phone, they have given me one excuse after another, and they locked the cell phone so I can&#**;t take it to another cell phone company to get it activated. When I first went to get the phone activated, they put in my home phone number instead of the cell phone number. I have been trying since October 10th to resolve this issue. They have transferred me to at least 15 different people. I would like for them to take the cell phone back and give me my money back if they are not going to activate the cell phone.

  Business Response

  Date: 01/10/2024

  January 9, ****
  
  
  
  *********************************
  *********************************************************
  
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On January 4, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You said you purchased a cell phone from Boost Infinite, but you were unable to activate it. You have been trying to get this resolved since October 10, 2023. You requested to return the device for a refund.
  
  Boost Infinite devices purchased on boostinfinite.com may be returned within 30 days of purchase. As an exception, you may return this device outside of the established time frame. Please refer to RA authorization number RA-************, and write this so it is visible on the package. Note that you will be responsible for paying for shipping. Return your device to:Ceva Returns, Attn: DISH Network, **** ************., **********, ** 46168.Once your device is received and passes inspection, you will receive a refund.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:11/28/2023

  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.

  I ordered the phone from my boost mobile app on 11/12/23 it was advertised as it included earbuds and when I received the phone there were no earbuds so I called let them know I was missing the earbuds so they looked at the advertised product and replied to me that they see it as well so they had to put a claim in so they can get it taken care of I put the claim in on 11/14/23 today I received a response from the claim saying that they were not going to send me the earbuds just like that I asked why they said that I didnt understand and they will not send me the earbuds so I replied back just send me another shipping label so I can just return the phone and get a refund then they said its been 7 days so theres no money back guarantee it expired after 7 days so I told them if they would have said that during the time I was doing the claim I would have not waited until the end result for the claim I would have just sent them the phone back and got a refund but I still have the guarantee that came inside the box with the phone and it says ************************************************************************************************************************* the earbuds that are clearly advertised with the phone purchase

  Customer Answer

  Date: 12/03/2023

  Yes the issue has been resolved with boost mobile regarding the missing EarPods I was reimbursed with an additional $55.00 credit for the missing EarPods I really appreciate the help from you guys thank you so much 

  Business Response

  Date: 12/06/2023

  December 1, 2023
  
  
  
  *****************************
  ************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************:
  
  On November 29, 2023, we received your complaint, dated November 28, 2023, filed with the Better Business Bureau.
  
  You said you purchased an iPhone 8 through Boost Mobile, but never received the EarPods. You requested the device accessory, as promised.
  
  When I spoke with you, you accepted my offer of a $35.00 account credit in lieu of the EarPods.
  
  Sincerely,
  
  
  
  *****************************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/07/2023

   
  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:11/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made payment to them and it went to the wrong account and I have been with out my phones for 21/2 days now and when I called on Saturday and then on Sunday and again on Monday and I get the run around just to get my phones turned back on and they wanted me to make another payment to get it done faster. But I have no extra money to make another payment. And I also talked to the supervisor and he couldn't do anything about this issue.

  Business Response

  Date: 11/28/2023

  November 22, 2023
  
  
  
  *****************************
  9859 ***************
  ********* 45356
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On November 21, 2023, we received your complaint, dated November 16, 2023, filed with the Better Business Bureau.
  
  You stated that you made a payment to the incorrect account and as a result, your service was interrupted. You indicated that you have been without your phones for a few days and the only resolution provided was to make an additional payment.
  
  Our records show that the payment was transferred to the correct account on November 14, 2023, and your lines are currently active.
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:11/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Addendum, additional, supplemental, to current complaint.Boost appears to be scamming customers. Surreptitiously increasing Data usage forcing customers to run out early before billing cycle. They continue the scam by making it costly to buy data packs. After you buy a $5. You can no longer buy any $5s in a cycle!!! You must buy their $10 or $15 data packs!!! Why??? I understand they make more money, but technically, how/why is the customer prevented from buying another $5 data in the same cycle? In addition, all these scams working together successfully increasing the Boost Mobile bottom line, they run your data out early but tripping AUTO PLAY to consume more data. Then, the ******* comments response access from Gmail social, now STARTS THE ***** RUNNING just when you want to read the comments response. NEVER did that before!! Why in the heck would someone want the video to start running, just to access comments reply?!? The fleecing of America. There outta be a Law. Please address this ASAP. And punish those responsible!!Thank you!*******************************.

  Business Response

  Date: 11/07/2023

  November 2, 2023
  
  
  
  Mr. *******************************
  *********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On November 2, 2023, we received your complaint, dated November 1, 2023, filed with the Better Business Bureau.
  
  You said Boost Mobile was forcing you to use more data. You also said the $5.00 data add-on is not available.
  
  Please note that Boost Mobile has no control over the apps you install to your device. If you notice you are using more data than normal,you may wish to access your phones app menu to ascertain which apps are using the most data.
  
  Boost Mobile offers the following one-time, add-on data packs: 1 GB for $5.00, 2 GB for $10.00, 5 GB for $15.00, and 10 GB for $30.00. You added the $5.00 data pack on September 29, 2023, to your account.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 11/27/2023

  Dear BBB,

  Thank you for very prompt and professional response.

  I realize Boost gets many complaints, my Banker even agreed that the Boost data packs program has scam animus.

  But I think my complaint was misread by Boost, selectively possibly. 
  

  No! I did not say that I cannot get a $5 Data pack. I said that Boost will only allow one $5 data purchase per cycle. FORCING you to purchase MORE$$$.
  

  A $10 or a $15 Data pack. 

  So if I buy a $5 Data pack and it is consumed too soon. And I have only one day left on my cycle, I may only need just a $5 Data pack to get by. But if I want more data, Boost won't allow me to purchase a $5 Data pack, because I already bought a $5 pack earlier. I am forced to buy a $10 pack, or a $15 pack. I must WAIT until the next billing cycle before I can buy another $5 Data pack. There is no logical reason for the Boost rule here. Will the system crash if I am allowed to buy anything $5 in the same cycle?? The only explanation is more money for Boost.
  

  It doesn't take a detective to see that everything Boost is doing generates increased data consumption, then you're into Data pack buying mode. Then they have you trapped with one time only $5 Data pack purchase. 
  

  Again, Boost is being dishonest. Two phones were an overkill for Data. I had more than enough to last a month. Then Boost surreptitiously increased the data consumption speeds, devouring excess data. Two phones now are not enough data for a month service. 
  

  They always use the multiple apps blame game for excessive consumption. We all get that.  We're not talking a few excessively running apps, but more an intentional surreptitious Boost campaign to increase their bottom line. All big companies do this. It's no big secret. All mega companies have their secret ways to increase their bottom line. Even if as simple as putting the expensive highest octane fuel button on the left , instead of the right.
  

  All companies have their little secrets and the consumers are aware. Please stop. Cease and desist these unethical trade practices. Stop throttling our cell device data speeds. Stop throttling. I realize throttling is legal if in small fine print and we missed it. Okay you got us.

  In conclusion, I am sure this is intentional surreptitious Boost data consumption increase campaign to increase their bottom line. Proof: Shortly after I made this complaint to BBB, my phone began acting even more peculiar. First time EVER. My phone said, "App stack stopped" . Then certain apps began stopping. Just randomly!!
  

  (Put two and two together) Then the Boost representative here today responding to my complaint blames the data consumption on excessive apps running!!!  First time EVER!!! "APP STACKS STOPPED." Then just a coincidence Boost says today,  the problem is in the apps. 

  Please cease and desist these unethical trade practices, price gouging, skimming and fleecing of America. Just remember, a cheater never wins.
  

  Thank you for your very valuable time and understanding.

  ******* *************************** Jr.
  

  Business Response

  Date: 11/30/2023

  November 30, 2023
  
  
  
  Mr. *******************************
  *********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On November 29, 2023, we received your rebuttal, dated November 27, 2023, filed with the Better Business Bureau.
  
  You expressed further concern with the data usage on your Boost Mobile account. You indicated that Boost Mobile will only allow one $5.00 data purchase per billing cycle. As a result, you have to purchase higher-priced data packs.
  
  As stated in our previous response, 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.
  
  Connecting your devices to a Wi-Fi internet source whenever possible will minimize the use of data on the mobile network. Additionally, our system is currently limited to one data pack of each type. For clarification, in any one billing period, a customer can purchase one 1 GB add-on data pack for $5.00, and/or one 2 GB add-on data pack for $10.00, etc.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 12/11/2023

  We all know this complaint has not been resolved.  I have several resubmissions to the effect of numerous scam gimmickry performed by Boost and the cellular industry. 

  A class action law suit nationwide is necessary to turn the industry around and become legitimate to its customers. 

  My newest complaint is the unauthorized AUTO PAY enrollment and subsequent unauthorized debit payment from my bank account!!! $50.

  Every opportunity phone calls etc, I make it a point emphatically and vociferously,  that I do not want, nor authorize Boost AUTO PAY!!! They did it anyway and took $50 from my account!!!

  Please prepare my entire BBB file on Boost to escalate to other agencies or Court. Please let me know when it is compiled.  Email to me or **** mail. 

  thank you!

   

  ******************************** 

  Business Response

  Date: 12/13/2023

  December 13, 2023
  
  
  
  Mr. *******************************
  *********************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ********************:
  
  On December 12, 2023, we received your second rebuttal,dated December 12, 2023, filed with the Better Business Bureau.
  
  You maintain that you were enrolled in AutoPay and a $50.00 payment was deducted without your authorization.
  
  Please note that although Boost Mobile requires a form of payment on file, AutoPay is optional.
  
  Our records show that AutoPay was removed from your account on November 29, 2023.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20812863
  
  I am rejecting this response because:
  

  Boost is lying. I NEVER enrolled in auto pay. I never enrolled in AUTO PAY. I NEVER ENROLLED IN AUTO PAY!!

  SEVERAL-MANY  ***** CALLS WITH BOOST I REITERATED VOCIFEROUSLY WITHOUT RESERVATION THAT I NEVER WANTED ANY PART OF AUTO. CHECK THE ***** CALLS WITH BOOST CUSTOMER SERVICE! 

   

  I HAVE ALWAYS MAINTAINED THAT I NEVER ENROLLED IN AUTO PAY, AND BOOST WOULD ENROLL ME MINUTES LATER. I WOULD CALL BACK TO HAVE IT REMOVED. THEY STOLE $50 FROM MY ACCOUNT WITH OUT AUTO PAY AUTHORIZATION. 

   

  I HAVE ALSO PROVIDED THIS COMPLAINT TO FTC FOR DECEPTIVE TRADE PRACTICES AND THEFT.

   

  CHECK MY ***** CALLS, RECORDED FOR TRAINING AND QUALITY PURPOSES. CHECK MY ***** CONVERSATIONS WITH BOOST, PLEADING NO AUTOPAY NO AUTOPAY.

  BOOST ADDED AUTO PAY SEVERAL TIMES WHILE I WAS SIMULTANEOUSLY BEGGING THEM TO STOP.

  BBB HAS BEEN READING MY CONTINUED COMPLAINTS AND ARE WITNESS TO THE UNAUTHORIZED AUTOPAY BY BOOST MOBILE.

  BOOST IS LYING BY ACCUSING ME OF MAINTAINING THAT I ENROLLED IN AUTO PAY. I NEVER ENROLLED IN AUTO PAY. I SPECIFICALLY ASKED THE *** EACH TIME TO REASSURE THAT I AM NOT PLACED ON AUTO PAY!

   

  CHECK MY ***** CALLS. I PLEAD WITH BOOST CUSTOMER SERVICE REPRESENTATIVES ... NOT!!! ...TO ENROLL ME IN AUTO PAY. PLEASE NO AUTOPAY. I ALWAYS ASK , NO AUTOPAY.

  BOOST STOLE $50 AFTER I SAID NUMEROUS TIMES,...NO AUTOPAY!!! NO AUTO PAY!!!

  (are we clear?)

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

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service 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 signed up with Boost Mobile on 10/10/23, and was offered an Apple 15 for $800. The amount would be billed monthly. My living circumstances have changed and I need to return the unused phone to Boost. I was informed that I must pay for the phone because 20 days had passed, and I would have had to return it in ten.Never was I given this information. Not one of the emails that I received mentioned the policy. Bad, bad, bad business! I dont have the money for an $800 phone, and I dont know what to do. Can you please help me?

  Business Response

  Date: 11/03/2023

  October 31, 2023
  
  
  
  ***************************************
  ******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ************************:
  
  On October 31, 2023, we received your complaint, dated October 30, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up with Boost Mobile on October 10, 2023. You said you were offered an Apple iPhone 15 for $800.00, and the amount would be billed monthly. You said your living circumstances changed,and when you attempted to return the phone for a refund, your request was denied. You requested to return the phone for a refund.
  
  Our records indicate that you purchased the device on October 10, 2023, through Boost Infinite and it was delivered on October 13,2023. As you are outside the ten-day return window, we decline your request for a refund. Please visit ****************************************************************** for more information on Boost Infinites return policy.
  
  Sincerely,
  
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  DISH Wireless, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  *************************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:10/25/2023

  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 smart phone from boost mobile in *******,** 09/23/2023, I explained to the Boost representative that I did not want a bill that was $50 a month. At that time she assured me that she could enroll me into a *** program with a monthly payment of $20 a month, unfortunately that was a lie! On 10/22/2023 I received a bill stating that I owe $50 for the month service. I called costumer service and was told that I was on the *** program and all I had to pay $20, on 10/24/2023 I paid the $20 for my services. On 10/25/2023 Boost mobile cut off my service - I called customer service again and was told I needed to add $30 more dollars to restore my account. So I went back to the store where I purchased the phone and was told I was not on the *** Plan and I would need to pay the additional $30 for the month, at that time I asked for a refund of my $20 because you just cant change my plan without notifying me. She told me " I cant get a refund nor can she correct the mistake on they're end" - I would need to contact me bank to stop the payment. The bank told me to contact Boost mobile about my money - companies can not just take your money and tell you to pay more, and even when I asked about getting back on the *** plan - she stated that I still need to pay the remaining balance to restore service, I then asked about changing my plan - they would not do that until I pay the $30.Im looking to be totally refunded by the company for the amount of $100 purchase of the phone and the $20 for the monthly bill that I can't get back, If I am not accommodated by these means - I would like 3 months of free service.

  Business Response

  Date: 10/30/2023

  October 26, 2023
  
  
  Mr. *************************
  ********************* 2
  *********** 49203
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************:
  
  On October 26, 2023, we received your complaint, dated October 25, 2023, filed with the Better Business Bureau.
  
  You said that you were advised you would be signed up under the Affordable Connectivity Program (ACP).You mentioned you did not want the $50.00 monthly plan.  You said that your service were interrupted and you did not receive your ACP benefits. You requested a refund or three months of service for free.
  
  The ACP is a federal government benefit program available to select eligible households. Customers may qualify via income and/or enrollment in other government assistance programs.
  
  Our records indicate your account was enrolled with the Boost ACP Plan on September 24, 2023, and disenrolled on October 26, 2023, as the benefits were transferred to another service provider. At this time, if you would like to receive ACP benefits through Boost Mobile, you would need to reapply. Please visit a participating store or reapply online at ************************************************************************. Please ensure that the information you provide on your Boost Mobile ACP application is the same as you provided on your ACP application.  
  
  The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Your payment made on October 24, 2023, has been refunded. We decline your request for any further refunds and/or free service.  
  
  It would have fallen on you to review and/or change your monthly plan. Once an account is interrupted for non-payment, changes are unable to be made.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  *********************************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  

• Initial Complaint

  Date:10/24/2023

  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 paid my phone bill with Boost mobile August 8,2023 I have unlimited everything but for some reason Boost mobile turned my phone off I didnt even get a Whole month of service I call customer service they said I went over the data usage which is crazy. Usually they slow down the speed of the data not turn someones phone off. They told me to send an email which I did saying I went over data usage which I dont understand but thats what they told me to write in the email. I waited the time in October ******* I called the one 800 number they said I could pay my bill and they havent turned on my phone but they took my money today is October 24 call customer service to see why my phone has been turned on yet and they said theyre not turn my phone back on and theyre not giving me a refund I want my money back but I need to turn my phone on. Tell me is all the scam because I never shouldve my phone off because I have unlimited everything. I am an elderly woman and I need my phone so my doctors can get a hold of me the pharmacy and other things like that. I have a lot of health issues and Im not to be without a phone. I pay $57 over the phone to customer service. If they knew they wasnt gonna turn my phone back on. They shouldve never took my money. I want my money back my really I want my phone back on and with the same number I have a number for years and a lot of thing as a link to that phone number. How can I go over data usage when I have unlimited also I would like a reimbursement for the month of August for the days I turned my phone off and I was without my phone because I shouldve never turned it off because I paid that bill in full and I had unlimited everything

  Business Response

  Date: 10/30/2023

  October 30, 2023
  
  
  
  Ms. *****************
  2012 *************************.
  ***********, ** 62703
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On October 25, 2023, we received your complaint, dated October 24, 2023, filed with the Better Business Bureau.
  
  You said that you paid for your unlimited plan, but your service was shut off. You made another payment, but did not receive service. 
  
  I emailed you at ********************** as I am unable to locate your account with the information provided in your complaint.
  
  Please provide your account number or the associated phone number, so I may better address your concerns.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested to cancel service with boost mobile October 5th, and have my numbers transferred out to T mobile carrier, boost mobile refused to transfer my numbers over suggested I pay a bill for the month before moving over to another carrier. October 6 continues to try and charge my account for services when I no longer have an account and sending several messages saying sorry to see you go. October 9th successfully transferred numbers over to other carrier. October 12th received charge from boost in amount of ****** for services after no longer having an account or phone number with the business. Reported charges to bank and had to wait for amount to post took another 4 days after charges posted had to contact boost mobile for refund which they claimed they never took had to provide proof after that a claim was filed and up until this date 10/18/23 I have not received any refund from boost mobile

  Business Response

  Date: 10/26/2023

  October 24, 2023
  
  
  
  *******************************
  **********************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ******************:
  
  On October 19, 2023, we received your complaint, dated October 18, 2023, filed with the Better Business Bureau.
  
  You said you were charged after your Boost Mobile account was disconnected.
  
  A review of our records show your payment was due on October 5, 2023. As your account was enrolled in autopay, our system attempted to charge your balance, but it was unsuccessful. Our system will attempt to collect payment more than once, hence the October 12, 2023, charge. Please note that after your due date triggers the autopay process, the disconnection of the account does not stop the process.
  
  Your payment was refunded on October 16, 2023.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************