Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

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:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Afternoon, My name is *********************************, Ive been with Boost Mobile the phone company for 7 years, Service have been okay within the last 7 years. As of recently of August 1, 2022 I purchased an iPhone 13 for $466.73 on the Boost mobile website due to the fact of my old phone iPhone 11 had water damage and stopped responding and completely cut off. I cancelled the order because my iPhone 11 then presumed to work. The iPhone 13 was returned to the company on August 5, 2022 which the order was received at their warehouse as I spoke to representatives and supervisors with updates. I was then told I will receive a refund within **** business days. So I then waited the **** business days and have not received my refund, now a month has went by and I still have yet to receive my refund. From talking to numerous of supervisors and representatives hanging up, stalling with emails and updates regarding my refund Im frustrated and helpless. I would really appreciate it if there is anyway you can help me get back my refund of $466.73. I can be contacted at ************ and *********************** Thank you for your time and patience.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  *********************************;   
  23 *************.
  ******,** 07104
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ********************:
  
  On September 21, 2022, we received your complaint, dated September 20, 2022, filed with the Better Business Bureau.
  
  You stated that you purchased a device from ********************, but then you changed your mind and returned it. You said Boost Mobile received it on August 5, 2022, and you have not been able to get a refund or an explanation of the status.
  
  When we spoke on October 18, 2022, I explained that our records do not show the return as validated. I was able to find a replacement tracking number that *** assigned to the return, so I am working with our refunds team to get the return validated and the refund processed.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Hours: Mon Fri 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ********************************************************************************************************************************************************* 80210
  
                  *****************************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, I am including my response to Boost also 
  

   

  **********************,

   

  My issue with Boost is the horrible customer service, I filed against Likewize too as I still have no response on now 2 unusable phones. 

   

  I called in to Boost first 9/7/2022 to report my phone was not working (would not connect to network even after a reset) I could not call or text, the rare occasions I could it was 1 call which dropped quickly or 1 text that "failed" and down again. No matter where I was, work, home, at the beach, at a hotel, shopping center, on WIFI, 3 states away... they wanted to trouble shoot - I even did a network reset, and full factory reset on my own - no changes, they never helped me.

   

  I called back, 9/9 ***** wanted to troubleshoot AGAIN

   

  I called back, wanted to troubleshoot AGAIN, test tower, it's NOT the tower

   

  I called back, wanted to troubleshoot AGAIN test tower, again, not the tower I was out of town 

   

  I called back, wanted to troubleshoot AGAIN they said call ******** I did, they said I need a new SIM card

   

  I called Boost back, Daquan sent a new SIM card - still did not work. 

   

  I called again they "ran a test, leave your phone on for 2 hours"

   

  I called back, and I called back again, then was told to file through insurance the warranty expired, FINALLY.....

   

  Finally I was told to call guardian so I did.

   

  And on 9/19, I was done and decided to leave Boost mobile and the phone insurance plan too. I requested the refund before we decided to leave because no one could even answer me about a refund prior to leaving, helped me decide to leave. Worst customer service I've ever encountered, and you can't understand the person on the phone which is even more frustrating having them repeat themselves. Oh and hours long hold times.

   

  Meanwhile for hours on the phone, my husbands phone, he couldn't make calls or texts while I was on HIS phone calling Boost.

   

  Why did they not tell me at first, second or even 3rd call it was out of warranty and use the phone insurance? Ludicrous! 

   

  Since Boost and Guardian failed, I did write to the BBB for help, that was the only way to get any assistance - and finally you reach out, but too late, I filed over a week ago, before we left Boost, it should not have taken that to hear from someone, if we had even a little cooperation we would not have filed nor left.

   

  A good experience is shared once or twice, a bad experience is shared five to seven times according to Forbes, 2013.

   

  I hope Boost changes how they do business, and I hope no other customer has to go through a similar situation.

   

  Regards,

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

  I have no working phone, I cannot make calls, I have had to purchase a burner phone for now, I pay for monthly service, I pay for phone insurance and I paid the claim deductible to get a defective, broken replacement! I want a 2week credit to my account only for my line since I could not call or text and I want a NEW replacement that is not defective not refurbished I have a Galaxy A12, I want a new A12 not refurbished at this point. They send me a broken phone, and they will not make good on what they guarantee, a working, equal not upgrade phone, I don't want an upgrade, I want the same phone that works and not broken!

  Business Response

  Date: 10/14/2022

  October 6, 2022
  
  
  
  ***********************
  2049 ***********.
  ******, ** 32460
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear **************:
  
  On September 23, 2022, we received your complaint, dated September 20, 2022, filed with the Better Business Bureau.
  
  You stated that your phone stopped working on September 6,2022. You said your insurance claim with ******** was declined and the phone was returned to you damaged. You requested that we provide a new ******* A12 as a replacement and provide a credit for two weeks of service.
  
  I advised you via email today that Likewize is an independent third-party company. If you have questions or complaints regarding your insurance claim, please contact Likewize directly. I also advised you that as your device is outside of ********************'s seven-day return policy, we are unable to provide a replacement.
  
  Additionally, as your service has been canceled, I am unable to issue a credit to your account. Please note that 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.
  
  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
  Monday Friday 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repeated attempts to stop billing/payment and 7 phone call since the Day 8/14/2022 I IMMEDIATELY attempted to cancel received 2 packages w Sim Card with a month of each other. Contacted bank to dispute which took 12 days. Then again was sent another sim card. Attempting to make sure I'm NOT BILLED again but no one understands whom you speak to and they say same thing. You don't have an acct or dispute w bank. Or ? ALREADY have done everything I can not to be billed n yet I'm sent to person n different numbers that aren't working.

  Business Response

  Date: 10/13/2022

  October 6, 2022
  
  
  
  
  ***********************************
  530 ***********.
  *******, ** 16053
  
  Re:         BBB Complaint #********
  ************
  
  Dear ********************:
  
  On September 20, 2022, we received your complaint, dated September 20, 2022, filed with the Better Business Bureau.
  
  You stated that you have made multiple attempts to cancel an order for new Boost Mobile service. You requested a refund for the order and to not be billed further.
  
  My attempts to reach you at ************** were unsuccessful.
  
  A review of your account shows that you activated it almost two months ago and you have been using the service since then. Therefore, we are unable to cancel your original order.
  
  If you would like to cancel your service, you may contact me directly at ************* or customer support at ****************.
  
  Sincerely,
  
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: 10:30 AM -7:00 PM MT, M-F
  **************
  
  cc:          ****** / ******* Better Business Bureau 
  3801 **************., #***
  ******, ** 80210
  
  *********************

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,The service has been terrible from beginning to end. Most recently switched carriers thinking that I could at least utilize the service for a couple of months. However its been terrible since May 28 until now. Ive communicated my concerns such as the very slow sluggish Internet and more importantly the drop phone calls. I wanted to believe that the area that I currently simply isnt receiving good Internet. The Internet sometimes is better in ********** than is ******. Granted if thats the case I would like this company just to admit that they dont have any Internet connection in ****** so therefore I can know what Im dealing with. When Im at home in ****** I have no Internet connection. I most recently spoke with a supervisor, who credit me for the nonusage and the terrible service. Yet I wake up to not able to use the Internet at all.

  Business Response

  Date: 10/13/2022

  October 6, 2022
  
  
  
  
  *************** *******************************
  5035 *********************************
  *********, ** 89122
  
  Re:        BBB Complaint #********
  ************
  
  Dear ***********************************:
  
  On September 20, 2022, we received your complaint, dated September 19, 2022, filed with the Better Business Bureau.
  
  You stated that you have been experiencing ongoing service issues where you are unable to use data and you frequently have dropped phone calls.
  
  My attempts to reach you at **************, were unsuccessful.
  
  As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
  
  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: 10:30 AM -7:00 PM MT, M-F
  *************
  
  cc:         ****** / ******* Better Business Bureau 
  3801 **************., #***
  ******,** 80210
  
  *********************

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchas** an iphone for $50 and a $40 plan. It was a promotion being run by Boost Mobile. Upon receipt I follow** the instructions to port my old phone number from Total Wireless. The process fail** so I agre** to just get a new number. Because the porting fail** they clos** the account I had set up for the new phone. They then said because the account was clos** that that the $40 service plan was not valid. I had to buy a new service plan and they would refund the one I previously purchas** with the phone. They then said to try the activation process again and while activating to add a new service plan. I tri** to activate and the error message I kept receiving was that the device was not compatible with the Boost network. How is that possible? It is a BOOST phone!! Then I call** customer service for the 6th time and ask** them to please activate. They also told me the phone was not compatible with their network. They did not seem to comprehend no matter how any time I told them that I purchas** the phone through Boost. I was forc** to purchase a phone through another carrier as my phone is ne** ** for work. I now just want to return the phone and be reimburs** but now they say the account is clos** and cannot be refund**. i tri** to go to the Boost store but they said they cannot help because the promotion I purchas** is only servic** through their customer service department and not any of the Boost stores. This is my far the worst customer service experience I have had.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  *************************************
  409 ********.
  *********, ** 30253
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On September 20, 2022, we received your complaint, dated September 19, 2022, filed with the Better Business Bureau.
  
  You said you purchased a phone for $50.00 and a service plan for $40.00, but you were unable to activate the service. You stated that during the process you received an error that the phone was not compatible, even though you purchased the phone through Boost Mobile. You requested to return the phone for a refund, but you were told you were outside of the return window. You expressed dissatisfaction with the customer service you received while you were attempting to resolve the issue.
  
  Our Boost Mobile Terms and Conditions disclose that new Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a refund.
  
  When I spoke with you by phone on October 12, 2022, I advised you that a refund of $41.80 was requested since the service was never activated. Please allow up to ten business days for processing.
  
  I also offered to unlock the phone you purchased or to have you return it for a refund. You opted to have the phone unlocked. Please allow 24 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted, or ensure the phone is connected to Wi-Fi.
  
  Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  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: Sunday-Thursday, 6:30 am 3:00 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18042401
  
  I am rejecting this response because Boost is lying about covering my area. They, in fact, do not and that was confirmed by 3 different store representatives from 3 different stores and per a conversation with a corporate level representative. I am still requesting a refund for having to pay to return a phone they lied about me needing.

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

  36 to ship it back.

  Business Response

  Date: 10/12/2022

  October 6, 2022
  
  
  
  *********************************
  9611 *************.
  ************, ** 22654
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ********************:
  
  On September 20, 2022, we received your complaint, dated September 18, 2022, filed with the Better Business Bureau.
  
  You said you moved and were having issues with your service.You purchased a new phone because you were told that your phone was not 5G capable. However, you experienced the same issues with the new phone and opted to return it. You maintain that you did not receive a return shipping label as promised and had to pay for the return shipping. You requested a refund.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
  
  As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
  
  New Boost Mobile branded devices purchased are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components. Please be advised that the customer is responsible for the return shipping costs.
  
  As an exception, we submitted a refund of $13.36 to your credit card account. Please allow up to five days for processing.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *****************
  Sr. Corporate Case Manager
  Executive Escalations Teams
  Boost Mobile
  Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunday, September 18, 2022. I got online to get my account number off ********************** and it says to get account number call. So I called and they say I have to answer questions but they won't ask me them unless they can call my phone I explained it was broken and I was unable to answer it and they refused to ask me the questions nor work with me in anyway because I wasn't staying with them as my phone provider. Also, asked if I got a refund of any kind since I paid my bill but they said no.

  Business Response

  Date: 09/26/2022

  September 22, 2022
  
  
  
  *****************************
  19182 *********.
  ***********, ** 46060
  
  Re:          BBB Complaint # ********
                  ********* - ************
  
  Dear ****************:
  
  On September 20, 2022, we received your complaint, dated September 18, 2022, filed with the Better Business Bureau.
  
  You stated that you were unable to obtain your account number in order to port your service to a new provider. You requested that we provide this information, and a refund for the rest of your service period.
  
  When we spoke by phone today, you advised me that you have received your account number from your local ******************** retail location. We take your privacy and security very seriously. This is why if we are unable to verify an account over the phone, and we ask that customers please confirm their identity at one of our retail locations. We regret any inconvenience this may have caused.
  
  Please be advised that 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.
  
  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
  Monday - Friday 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to 3 boost mobile locations to buy a phone and I got 3 different prices. One was 560 after payments were done then 265 outright then online 212 so it's crazy how they can do this to people

  Business Response

  Date: 09/26/2022

  September 23, 2022
  
  
  
  Mr. *************************
  111 ********, #***
  ********, ** 12550
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear ****************:
  
  On September 19, 2022, we received your complaint, dated September 16, 2022, filed with the Better Business Bureau.
  
  You stated that you went to three different retail locations, and the phone you were looking at was priced differently at all three locations.
  
  Please note that all Boost Mobile retail locations are independently owned and operated. This allows retail stores to maintain their own device inventory and determine their own pricing. We regret any inconvenience this may have caused.
  
  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
  Monday - Friday 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that boost mobile would take money out of my balance if I pay in advanced the rep. **** me to take screenshots when I called in 3 times that money would be put back on my account because the company takes money from the balance. If I would've known that they wouldn't give my money back I would've not spent money on activation and card for the company because I was told by a few reps that my money would be added back. I lost so much. I have screenshots and case numbers but it doesn't matter. They basically lied and got more money out of me. I never received a call back from the escalation team. I have a couple of case number notes in file of reps saying this.

  Business Response

  Date: 10/11/2022

  October 11, 2022
  
  
  
  J. J.
  650
  ********, ** 34232
  
  Re:          BBB Complaint #********
                  ********* - ************
  
  Dear J.J.:
  
  On September 19, 2022, we received your complaint, dated September 16, 2022, filed with the Better Business Bureau.
  
  You expressed concern with the loss of your account balance. You said that you were told payment would be withdrawn from your balance if you paid in advance.
  
  A review of your account reveals that you were previously enrolled in a usage-based account, which required a payment at least once every 90 days to avoid forfeiture of the account balance. As we did not receive a payment within this time frame, your account balance of $238.55 was lost on August 10, 2022.
  
  In the interest of customer service,I applied a credit of $238.55 to your account.
  
  We appreciate your feedback and your concerns will be shared internally with the appropriate personnel. We strive to provide excellent service and we regret that your experience was unfavorable.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Phone Hours: Monday -Friday 7:00 AM - 3:30 PM MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:09/16/2022

  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 bought a new phone and received a number change. Before I purchased the phone they said that I can keep my plan and just update the number. After purchase, they are telling me my plan price is going from $30 to $50. I talked to them and they said that te plan did not exist. This is not true. It has been $30 for over 5 years. This is not what I was told.

  Business Response

  Date: 09/21/2022

  September 20, 2022
  
  
  
  ****************************
  234 **********.
  ***********, ** 63135
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************:
  
  On August 26, 2022, we received your complaint, dated August 18, 2022, filed with the Better Business Bureau.
  
  You stated that you went into a Boost Mobile retail store to purchase a phone and receive a new phone number. You said you were assured that you would be able to keep the same price plan. After everything was completed, you were informed that your price plan was changed from a $30.00 plan to a $50.00 plan.
  
  My attempts to contact you at ************** on September 19 and 20, 2022, were unsuccessful, but I left a voice message with my contact information.
  
  A review of your account indicates that you took advantage of an in store promotion that is offered by the store you visited. Typically, these promotions have rules created by the store and I would need to obtain more information to look into this further. Please contact me so that I can look into this in more detail.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  
  cc:           ****** / ******* Better Business Bureau
                  ********************************************************************************************************************************************************* 80210
  
                  *****************************