Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,560 total complaints in the last 3 years.
- 1,146 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/07/2025
Type:Billing IssuesStatus: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.
Complaint: 23170415
I am rejecting this response because:
That was NOT how the representative presented it to me and that still doesn't explain why there was no record other than the $33.19 and $25.19 charge . The representative misrepresented the whole transaction. I know what theat young lady said ti me the whole time on the phone with whom she said was her boss. They are LYING!!!.
Sincerely,
******** *******because I was uncomfortable about the transaction and how I was charged. My account has been charged for services I have not requested or received and clearly made to appear as something else I don't know what the scam is. But I know my money is GONE- and unaccounted for. I did attempt to call the number that is listed on goggle and spoke with ****** he was unable to help.Business Response
Date: 05/01/2025
April 30, 2025
Ms. ******** *******
************************************
***************************;
Re: BBB Complaint #********
************** -************
Dear **************************** 10, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.
You said that you were charged $186.00 at a Boost Mobile retail store, but the device was supposed to be only $50.00. You also expressed confusion with the Recharge amount of $33.19 and the Unlimited amount of $25.19. In addition, you indicated that you were charged for service not received. You requested a refund/billing adjustment.
We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation; I was informed there was no $50.00 deal for the device in question. Please note you were charged for device activation and setup, the device itself and a SIM card.
The Recharge amount of $33.19 was your first monthly payment of $25.19 for the Unlimited plan plus $8.00 for Boost Protect. We regret any confusion.
I confirmed there is usage on your account. If you experience service issues, please contact customer care at ****************.
Your request for a refund/billing adjustment is declined.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/07/2025
This is what MY statement from my Boost account has This purchase happened on 4/18/25. The day I became a Boost customer.Initial Complaint
Date:04/07/2025
Type:Sales and Advertising IssuesStatus: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.
Scammer location franchise! Beware! The employees use leasing options through text message to grab your attention and pitch a great sale including loner phones and that the owner will be in but he never shows. The cashiers seem friendly and will say "i understand" and that "i got you" over and over giving you the run around. Get your receipt and call corporate to make sure your order is valid and get your tracking number if you cant get a tracking number call police make report and go somewhere else. also you may have to file small claims court for your money back like I'm gonna have to do if i don't receive the phones that i paid for I phone 16 pro max desert titanium and 3 ******* A16s within the next 2 weeks. Definitely not worth the run around and is better to shop somewhere else. This franchise location of boost I have payed 1,630$ to this boost mobile location that the cashier accepted from me as a deal for an I phone 16 pro max Color Desert Titanium and 3 ******* A16s. I was told that the I phone 16 Pro max is on order and that ****** would need an hour to transfer my numbers from a different carrier to boost mobile on the 3 ******* A16s. We made an agreement I payed and left and came back an hour later after hours at 7:09 pm on Friday 4-4-2025 to pick up the phones and was then told that they only have 2 moto g phones and they where ready and the I phone was on order. That was not the deal or agreement I payed in full for and so I didn't accept the phone and asked where the A16s phones that where shown to me before I left. " ****** different cashier"was trying to explain something to me on the phone and at this point I just wanted what I payed for. The cashier went in the back because I wanted what I payed for and set the alarm off in the building and the police came. This location had to be escorted by police to receive the receipt. I called corporate and they say the phones are not on order and that my cash is not shown as payed in the system scammers
Desired Resolution: Refund
receive the receipt. I called corporate and they say the phones are not on order and that my cash is not shown as payed in the system that this location and the ******* location are taking our hard earned .money and using untraceable boost mobile cards to make Small payments to our account and stealing from boost. The employees seem nice at first but are repetitive and trained in communtive ways to manipulate and lie. I had to leave and go back to this store at 10 am on Saturday the 4-6-2025 where I met a different cashier that acted like she was gonna help and ***** police came to investigate where it's confirmed that I am a customer payed in full and requesting the I phone pro max 16 and 3 ******* A ***************************************************************************************************** a a week when all our phones that we payed for are in so we called and boost customer service and there is know record in the account of ordering phones that we paid for. Please Refund.Business Response
Date: 04/23/2025
April 22, 2025
Mr.***** Cure
6838 ******** 1
****************** 60964
Re: BBB Complaint #********
65546478873934 - ************
Dear Mr. *************** April 9, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.
You said that you went to a Boost Mobile retail store to buy three Galaxy A16s and one iPhone 16 Pro Max. You were advised that the iPhone would be ordered, but the three Galaxy A16s were available. You were told to return later to allow them to activate these devices. However, when you did return, you did not get what you paid for and you would like a refund as a result.
My attempts to contact you by phone on April 17 and 22, 2025, were unsuccessful;however, I left a voice message each time.
Boost Mobile retail stores are independently owned and operated, and each individual store is responsible for setting their own policies and procedures. A review of your account reveals that the three Galaxy A16s and one iPhone 16 Pro Max were activated. Please contact me at ************** if further assistance is needed.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******, CO 80210
****** ********Customer Answer
Date: 05/03/2025
Yes I have received refurbished phones when we payed for bew also we would like insurance on the phones and in the system boost mobile customer service told us they set up the phones as if we brought the phones in. Which is not true as we purchased them from boost mobile in alsip il. Boostmobile customer service said the location I purchased the phones from which is attached on the receipt that all they have to do is click the box that says we brought the phones in so that it allows us to get insurance on our phones. I appreciate boost mobile reaching out.
Greatly appreciate it,
Cure TeamBusiness Response
Date: 05/12/2025
May 9, 2025
Mr.***** Cure
6838 ******** 1
****************** 60964
Re: BBB Complaint #********
************** - ************
Dear Mr. *************** May 8, 2025, we received your rebuttal, dated May 8, 2025, filed with the Better Business Bureau.
You rejected our response stating that you purchased new phones from a Boost Mobile retailer, but received refurbished devices. You also expressed concern regarding our system reflecting that you brought your devices over rather than them being purchased. In addition, you would like Boost Protect to be added to your lines.
A review of your receipt revealed that you paid full price for a new iPhone 16 and it currently has Boost Protect. However, the other three devices ******** Galaxy A16 5Gs) were refurbished and do not qualify for Boost Protect.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******, CO 80210
****** SteffaniInitial Complaint
Date:04/07/2025
Type:Product IssuesStatus: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.
Complaint: 23164824
I am rejecting this response because: this isnt a solution .
Sincerely,
***** ******O VERIFY SO I CAN ONLY SEND TEXT WITH MY ICLOUD . AND IT STATES A UNKNOWN PART WAS USED WHICH MEANS A FAKE SCREEN WAS PUT ON MY IPHONE 11 THAT I PURCHASED FROM BOOST MOBILE THIS SAME STORE IN 2023. SOLD ME FAKE AIRPODS $75 WHICH ARE ON TEMU FOR $5.99 (**BOOST DOES NOT SELL AIRPODS AND THESE ARE FAKE , SELLING FRAUDULENT APPLE PRODUCTS IS ILLEGAL**)HE EVEN GAVE ME FAKE ******* BLUETOOTH DEVICES FOR FREE AND WIRED HEADPHONES TO TRY AND COUNTER THE PRICE BECAUSE I WAS COMPLAINING SOMETHING WAS OFF. THIS STILL DID NOT HELP THIS OCCURRED ON APRIL 3RD,2025 AND I WENT BACK TO THE STORE APRIL 4TH AND REPORTED THIS TO BOOST STILL NO RESOLUTION .HE PUT $600 on receipt.KEEP IN MIND RETURN POLICY IS ON STORE COMPUTER , ON WEBSITE , ON RECEIPT .Business Response
Date: 04/28/2025
April 24, 2025
Ms. ***** ******
************************************************************************************************;
Re: BBB Complaint #********
************ - ************
Dear *************************** 9, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.
You said that you experienced a number of issues at a retail store,including being sold an iPhone 16e for more than the advertised price, counterfeit Apple AirPods and possibly, a non-Apple-issued screen replacement.
When we spoke today, you said that you went back to the store the next day, April 4, 2025, to return the phone. You were told you had to wait for seven days after activation. When you returned after seven days, you were told you could not return the device. You indicated that you would be satisfied with being allowed to return the phone or replacing it with an iPhone 15 (which is what you wanted in the first place). I explained to you that retail stores are independently owned and operated; although they are authorized to sell our products and services,they can also sell additional items. I forwarded your concerns to our *********************** team for review. If deemed necessary, you might be contacted by a member of this team and/or a representative of the store in question.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Business Response
Date: 05/07/2025
May 7, 2025
Ms. ***** ******
*********************************************************************************************;
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** May 6, 2025, we received your rebuttal, dated May 6, 2025, filed with the Better Business Bureau.
You rejected my response because you said it is not a solution.
When we spoke on April 24, 2025, I explained that retail stores are independently owned and operated; although our *********************** team is reviewing the matter, the ultimate decision will be made by the stores ownership team. We have no control/influence over the result, and we regret that you disagree.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/07/2025
Type:Service or Repair IssuesStatus: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.
Complaint: 23169508
I am rejecting this response because:
Defective device sold by **********************, not by motorola. Boost should be responsible to replace defective device, since it is sold by Boost, not ********. Beside Boost sold at significant higher than market price, compare to Ebay.
Tapping sound happen on any voice method, with or without speakerphone, with or without earpiece
**** sells same phone Moto G 2024 for $69.99 *******************************************; The price on this item in **** is "make an offer" price, seller willing to negotiate which will be lower. It is an open box, means box open, item is new. I paid overprice to Boost ****** on 05/29/2024 with my Amex Credit Card ending in *****. Very poor and unfair treatment to customer by **********************. I have been with republic wireless since 2015 and later bought by Boost, does not get proper treatment as loyal customer, plus ********************** price gauging to customer.
I called ********************** customer service, prior to ******************** complaint and they refuse to replace the phone at no cost to me. I will not make this a big deal, until my wife point out, will not look good in front of my manager at work, when I worked from home having tap...tap...sound. My manager may be thinking I am not really working, probably walking or working in the yard. Not look good at my job, with unfavorable impression from my manager. He will not say anything to me out from his politeness, but at the back of his mind he will think, I am not serious at my job. This affect my job performance and pay.
Sincerely,
****** TandangBusiness Response
Date: 04/29/2025
April 21, 2025
Mr. ****** Tandang
***********************************
************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. ****************** April 11, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.
You said that you purchased a phone from us in May 2024; within six months, you began experiencing issues with ****** said there was or is a repeated tapping sound when using the speaker or the mouthpiece function. You indicated that you can get the same phone unlocked at a lower price on ***** and this phone should not have been released due to its poor quality. You requested the device be replaced at no cost to you.
As stated in my email to you today, ******** has a one-year, limited warranty on their devices. Based on the date you state you purchased the device, you are still within the one-year window; therefore,I suggest that you reach out to Motorola customer service with this link: *******************************************.
Please note that Boost Mobile does not manufacture any devices; therefore, we cannot warrant them.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/06/2025
I contacted ******** and they are not helpful.Business Response
Date: 05/12/2025
May 12, 2025
Mr. ****** Tandang
***********************************
************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. ****************** May 9, 2025, we received your rebuttal, dated May 8, 2025, filed with the Better Business Bureau.
You rejected our response stating that the manufacturer was not helpful.
Unfortunately,you did not opt for a protection plan for your phone within 30 days of purchase. Since it is still under the manufacturers warranty, the responsibility falls to them. If they determine that the cause of the issue is not covered (as explained in their coverage plan), then you will need to seek assistance from an independent repair facility.
As a courtesy, I applied a $31.52 credit to your account for two months of service.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/06/2025
Type:Service or Repair IssuesStatus: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.
Business ********************************************************* ************** ****************: ************** I bought a cell phone for my wife in January 2025 to replace a phone that was not working. I paid for the phone full price (as far as I know). We've been with Boost Mobile for at least five years with no problems. In February 2025 the price went up from 35 dollars to 43 dollars. The price was 43 dollars in March also. I went to the store and asked them why the price went up. The store representative said that insurance was added to it. I said that I didn't ask for insurance and I would like it removed and the sixteen dollars returned (eight dollars for each month). The *** said that I would have to call **************** (CS) to get a refund. I called CS and their *** echoed the same story that it was insurance. I told them the same thing, take it off and return the sixteen dollars. They told me the store would have to refund the money but CS would remove the insurance but my phone would no longer be protected. Not that it was her business I told her that I always paid for phones in full so as not to have a bill and that I still wanted the sixteen dollars returned. I'm also not going to go back and forth between the store and the *** After a shouting match ** said that the insurance would be removed but she couldn't return the money because the insurance company took it and my phone was protected during those times. I know this is not professional BUT she's got to be kidding me. I planned on using the phone for the transfer but CS said that since I didn't have it for one year they would release the number but the phone would remain locked. What do I want? I would like the phone unlocked so my wife can continue to use the phone that we bought on January 2025 and I would like the sixteen dollars returned that they stole."According to the *********************************, the carrier must unlock your phone free of charge after youve fully paid off the device."Business Response
Date: 04/23/2025
April 22, 2025
Mr. ******** *****
******************
*******************
Re: BBB Complaint #********
************ - ************
Dear ************************** 7, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.
You said that you purchased a cell phone and paid full price for it. In February 2025, your monthly rate increased from $35.00 to $43.00. When you called in to inquire, you were told it was due to an insurance plan being added to cover the device, which you did not authorize. You requested a $16.00 refund for the two months you were charged ($8.00 a month) for the coverage, and for the phone to be unlocked.
When we spoke today, I informed you that I would forward this to our *********************** team for review with the store in question where you bought the device from, since retail stores are independently owned and operated.
You told me that the device in question is a Summit Flip (IMEI ***************). I explained that, since this is a ***** device and was brought over from another carrier, you would need to contact ***** to have it unlocked. I provided you with their phone number, **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/06/2025
Type:Service or Repair IssuesStatus: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 would like a refund for an order that I did not receive. I called boost mobile several times and they advised there is nothing I could do about itBusiness Response
Date: 04/08/2025
April 8, 2025
Ms. Faizah Johnx
***********************************************************************************************
Re: BBB Complaint #********
57837896932021 - ************
Dear Ms. **************** April 8, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.
You said that you ordered a SIM kit that was never delivered and when you requested a refund, you were denied. You would like your funds returned.
When we spoke, I advised you that normally we do not offer a refund for prepaid service; however, in the interest of customer service, I agreed to provide one of $15.98. Please allow five to seven 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 Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
****** ********Initial Complaint
Date:04/05/2025
Type:Order IssuesStatus: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.
We purchased a phone from boost Mobile paid in full on the same day for a few hundred dollars. Year and a half later we were tired of their shady business and when our contract was up we switched companies. Fast forward another year my new phone was broken so I wanted to use my phone I bought from boost. Called customer service to have phone unlocked which it shouldn't be locked in the first place because our account was paid in full and we didn't have a contract anymore we weren't even customers anymore. They asked a series of security questions which we answered correctly but they still said that we didn't answer a security question correctly which they said they got off of our credit sheet whatever that is. They said because of this they will never be able to unlock our phone we only had one chance to answer the questions correctly and there is nothing they can do in their system to unlock the phone. If that's not shady and wrong I don't know what is!!!!!Business Response
Date: 04/29/2025
April 28, 2025
Ms. ****** ******
**************************************************
********, WI 53186
Re: BBB Complaint #********
************
Dear *************************** 7, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
You stated that you paid full price for a phone from us in the past. Now with another carrier, you contacted us to have this device from your old account unlocked, but you were unable to pass our security verification due to the time that has passed since you were a customer. You requested this device be unlocked.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked. Our records indicate that the device in question was added to the account prior to its migration from the old Sprint system into our new billing platform. As such, we are unable to confirm the date of purchase or the amount paid, and it was active for eight months in our system. As a courtesy under the circumstances, I unlocked the device with IMEI ***************. It will need to receive the update. Please ensure the phone is powered on, connected to Wi-Fi and a SIM card is inserted, and allow up to 72 hours for the processing of this request.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:04/05/2025
Type:Service or Repair IssuesStatus: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.
Engaging extra options is not prorated for the days in the month so they are overcharging everybody in at least month one. This is not disclosed in app when engaging the service nor online anywhere I could find.Business Response
Date: 04/16/2025
April 14, 2025
Mr. **** *********
*****************************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************************** 7, 2025,we received your complaint, dated April 5, 2025, filed with the Better Business Bureau.
You indicated that it is not stated on the Boost Mobile application or website we do not prorate monthly add-on services.
While in some cases the lack of prorated charges may feel unfair, Boost Mobile is committed to offering a simplified and consistent billing experience. Charging fixed rates for add-on services allows for a predictable customer experience.Additionally, subscribers can add and remove these services at their discretion.
Please note that our policy regarding add-on services is available under the general terms and conditions on our website.
We regret any inconvenience you may have experienced.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/04/2025
Type:Sales and Advertising IssuesStatus: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.
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,
Yulemni *********Business Response
Date: 04/23/2025
April 23, 2025
Ms. Yulemni *********
536 41st
*************************;
Re: BBB Complaint #********
************** -************
Dear ****************************** 4, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.
You said you purchased a device under a promotion for a year of free service, but you are not receiving it. You also expressed frustration with your service being suspended, and you requested a refund of your overpayment.
Your account was impacted by a systematic issue that our teams have since fixed; you will be receiving the discount moving forward.A refund of $25.00 was issued to the card ending in 3932 on April 22, 2025.Please allow 3-5 business days for processing and delivery.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/04/2025
Type:Service or Repair IssuesStatus: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.
Yesterday April 2nd,my son and I went into the boost Mobile store about an hour and a half before closing time although we both have two different carriers mine is ******** and his is T-Mobile we both wanted to Port our numbers over and take advantage of the iPhone deals that they have I chose the iPhone 13 and he chose the iPhone 15 I went next door to get something to eat and my son tried to pay for the transaction and that's when they informed him that they didn't have tap so he called me and asked that I have a card he can send the money to and I told him yes but in the background I hear the sales employees saying I have a time card so before I got back they decided to pay for it with her card and he sent her the money but we sat there the hour and a half and at the end of the hour and a half both lines said it failed to support the number in so she told me to come back the next morning and see if it went through overnight which I did but it didn't go through overnight so she's saying they have to refund the money back and then when the money comes on the car they can try again but number one that's ridiculous if you guys have my money you should be able to try it again support my number and you guys already have the money and also the store employee should not be offering her bank card to my son to pay for an account that wasn't even his the account is in my name but now they expect us to refund the money and just trust it this lady is going to give us back almost $500 I don't know her I don't know where she lives and I don't know why a store employee in the first place is offering my child to pay for the phones. The way I want this result is I want our phones I don't want to have to keep trying this she said that had never happened before I wear two phones did that at the same time but I'm just not okay with the fact that almost $500 is supposed to go back to this girl's bank and I'm not going to know when that isBusiness Response
Date: 04/17/2025
April 17, 2025
Ms.******* *****
***************** SW
*******,** 30311
Re: BBB Complaint #********
61653703733871 - ************
Dear ************************** 9, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.
You said that you and your son visited a Boost Mobile retail store to purchase two devices and port over two lines. You were advised that they did not have a tap payment option. The store employee offered to use their personal credit card to pay for the devices, and you agreed. However, when the two lines were not activating, you were told it was necessary to process a refund in order to resolve the issue. You expressed concern with this bizarre situation and requested a store credit/refund.
When we spoke by phone today, you informed me that the issue is resolved and you and your sons service is actively being used.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********
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