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

• 

  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

• 

  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:04/10/2025

  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.

  On 3/25/2025 I went to the boost mobile store to get a new mobile phone and service. I applied for in store financing on the device in which i was approved. After making my payment of $189.74 at around 12:30 I was told i was ineligible for financing. I requested a refund in which they told me would take 7-10 business days. I waited almost two weeks then returned to the store. They then told me the phone had been activated without me having possession of it and without my knowledge as well as needing to be deactivated I was also told by deactivating the phone i would be charged the remaining loan balance of over $1200. I still have yet to receive a refund or a time frame of the refund. The employees seem to have know clue where my money went or how to get it back to me.

  Business Response

  Date: 04/30/2025

  April 25, 2025
  
  
  
  Mr. ***** *****
  **************************************
  ************************
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ************************** 16, 2025, we received your complaint, dated April 10, 2025 filed with the Better Business Bureau.
  
  You stated that while visiting a retail location, you applied for Boost Mobile financing and put a down payment of
  $189.74 on an iPhone 16 Pro Max. However, Consumer Protection flagged the application,causing it to be rejected.
  You did not receive a refund and you were told you would be required to pay the loan's balance.
  
  Retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or  business practices. Our retail liaisons have contacted the location on your behalf and confirmed a full refund was
  initiated on April 22, 2025. Please allow 7-10 business days for processing. As of April 25, 2025,the loan
  agreement was removed from your account.
  
  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,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ******************************************;
                  ******,CO 80210
  
  ****** ********
  

• Initial Complaint

  Date:04/10/2025

  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: 23187010
  
  I am rejecting this response because: no one has called me.
  
  Sincerely,
  
  ******* ******nd, that I would not get the phone bill money back or taxes. He offered me only $200 but I paid 390 again how is this legal. The manger then informed me that I had to keep the 60 plan for 6 months and that the phone was locked for a year. They lied to me!! He stated for the inconvenience he would give me a bill credit for 3 months free and switch me to the $25 plan on the fourth month fast forward 4/6 I was charged $60 for a plan that was supposed to be free, i go to the store that provides me a partial credit and was told to contact the online store for a refund. ***** what online store stated they cannot give a refund. *** this company is a fraud! My online charge shows $144 but my receipt shows $240 there is $96 unaccounted for! I want my $60 and my $96 refund and because the phone is full paid off I want out of boost mobile,UNLOCK MY FULL PAID PHONE all they've done was lie and be deceptive, I already reached out to the *** for a formal complaint. They need to be shut down!!

  Business Response

  Date: 04/29/2025

  April 24, 2025
  
  
  
  Ms. ******* ******
  *******************
  Tamps, **  33580 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear *************************** 10, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
  
  You said that you were lied to by a store employee about everything from the phone cost, to the unlocking of the phone, to the terms of the service plan and the refund policy.
  
  When we spoke today, I explained that retail stores are independently owned and operated; therefore, we have limited oversight of their policies,procedures and daily operating guidelines. However, your concerns have been forwarded to our *********************** Team for review. They will contact the store on your behalf. Please note that you may be contacted to discuss a potential resolution.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Business Response

  Date: 05/09/2025

  May 6, 2025
  
  
  
  Ms. ******* ******
  *******************
  *****, ** 33580 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ***************** May 5, 2025, we received your rebuttal, dated May 5, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating that no one has called you.
  
  As stated in my response to your initial complaint, I informed you that our *********************** team would review and you might be contacted,but this was not an implied or expressed guarantee. This was also conveyed on our April 24, 2025, call.
  
  The matter at hand was reviewed with the stores ownership team and they said they explained to you all aspects of the transaction, including the plan and unlocking requirements. They also said they offered you a full refund minus the $35.00 setup fee (which is non-refundable), but you rejected the offer. Due to the amount of time that has passed, this offer has been withdrawn; however, although not in accordance with policy, they will issue a refund for the setup fee if you would visit the store. Should you decide to accept this offer, we recommend that you contact the store in advance of your visit to ensure the appropriate personnel will be available. Please remember, as discussed, retail stores are independently owned and operated and we have limited oversight of their policies, procedures and daily operating guidelines.Therefore, you must now work directly with the stores ownership team regarding this matter.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  Date:04/10/2025

  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.

  On February 8th 2025 I had to go in and replace my phone because the phone that I bought in December 2024 was not working. They told me the phone was bad I had to buy a new one. They didn't offer any kind of refund on a bad phone so I paid full price for a phone. I total sales lady that I didn't want any insurance. I told her I didn't believe in insurance and talked to her quite a bit about it; however, she still put it on my bill as an RTR charge of 52 cents. That covered the remaining period of my billing cycle. When I got home and looked at the bill, I figured out that RTR was an insurance charge, so I immediately called on either the 8th of the 9th and told boost that I didn't want the insurance. They canceled the insurance; however, on the 10th when my auto bill came out they charged my discover card $7.52 for the insurance. I called them to try and get a credit on my discover card and they told me several times that they would credit my bill however the credit never came in March so I called them again and they again assured me they would credit my bill but when my April bill just came on the 10th, they had still not yet applied a credit. At this point I think they're just lying to me and will never apply a credit. My bill has always been $30 and it's now $30 however for one month they overcharged me for something I told him I didn't want and they promise to remove.

  Business Response

  Date: 04/23/2025

  April 19, 2025
  
  
  
  Mr. ******* Rome
  *****************
  *******, LA 70123 
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear ************************* 10, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
  
  You said that you replaced the device you purchased in December 2024, but the store did not offer a refund for your old phone. You also stated you were charged for device insurance even though you did not ask for it. In addition, you never received the credit you were promised. You requested a refund.
  
  There are no returns or refunds for devices outside the first 30 days if purchased online. Any refund requests must be addressed with the particular store in question.
  
  The device insurance was removed from your account on February 10, 2025. I applied a courtesy credit of $8.00 to your account.
  
  We appreciate you bringing your store experience to our attention. I forwarded this to our retail team for internal investigation.
  
  Your refund request 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
  
                  ****** ********
  

• Initial Complaint

  Date:04/10/2025

  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.

  bought service for 2 phone lines from them and activated the sim card with service paid for and still have no service. i spent 6 hours on the only line they allow through and got no help being they could not send the verification pin to my email even though they were doing that to log into the account. they insisted it had to be through sms text message knowing the phone could not recieve such messages and sent me to another department for "advanced" verification and then told me i could not be verified or have my money back.

  Business Response

  Date: 04/25/2025

  April 23, 2025
  
  
  
  Ms. ***** ******
  **************************************************************************************;
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear *************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
  
  You said you purchased two phone lines,but you do not have service on either and you were unable to verify your account. You requested a refund.
  
  My attempts to contact you at ************** on April 22 and 23, 2025, were unsuccessful. I also sent an email to ******************* with a request that you contact me.
  
  Our records show the line ending in 2087 is pending activation. If you wish to have further assistance activating/canceling both lines, you can reach out to me directly at ************** or customer care at ****************. A refund cannot be issued until your lines are canceled or ported to a new provider. You must initiate this request before May 4, 2025.
  
  We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes
  to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note: this has no effect on your service.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:04/09/2025

  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.

  The evening of Friday, April 4, 2025, I went into the Boost Mobile Cell phone store located at ********************************************. I purchased an Apple iPhone 13 for a total price of $411.75. The said it was an $800.00 and was the best phone I could but. He assured me that the phone was a brand new phone and not a refurbished one and it was of excellent quality. I paid $200.00 on my debit card and $211.75 in cash. On Saturday, April 5th, as I was driving out of state, I discovered Maps navigator system did not work, text messaging did not work and the internet did not work. On Sunday, April 6, 2025, I took the phone back to the store and the gentleman took it OFF air plane mode and assured me that was what the problem and everything going forward would be fine. The phone still was not working correctly, so on April 7, 2025, I went back to the store and the gentleman said the phone needed to be "updated" and said he GUARENTEED 100% that the phone would be fine after that and if it was not we could bring it back for a full refund. on April 8, 2025, the phone is still not working properly and I went back to the store and there was another man there that refused to give me a refund and threatened my wife by getting in her face yelling and becoming very irate, so she called the police. These gentlemen refused to cooperate with the police and we still have a phone that is not working properly and we want a full refund.

  Business Response

  Date: 04/30/2025

  April 28, 2025
  
  
  
  Mr. ******************************************************************************************************************************* BBB Complaint #********
                  ************
  
  Dear **************************** 16, 2025, we received your complaint, dated April 9, 2025, filed with the Better Business Bureau.
  
  You said that you purchased an iPhone 13 on April 4, 2025, at a retail store.The next day, you had issues with navigation and text messaging. When you returned to report this, you were told it was due to it being in airplane ******** turned off airplane mode, but this did not resolve the issue. When you returned to the store a second time, you were told the device needed to be updated. You were advised that if this did not resolve the issue, you would receive a refund. However, the issue was not resolved and the store now refused to issue a refund.
  
  Although retail stores are authorized to sell our products and services, they are independently owned and operated and, aside from payments made for service, they retain all funds paid to them. Therefore,you will need to work directly with the stores ownership/management team to resolve this issue. However, your concerns have been forwarded to our *********************** Team for review. They will contact the store on your behalf. Please note that you may be contacted to discuss a potential resolution.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:04/08/2025

  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.
  
  Sincerely,
  
  ******* Siarras
  

   

  Business Response

  Date: 04/29/2025

  April 28, 2025
  
  
  
  Ms. ******* Siarras
  *************************************
  ***********************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ****************** April 9, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
  
  You stated that you were unable to activate service with your phone number; instead, it was activated with a new phone number, which you did not want. You requested that your account be canceled and your initial payment refunded.
  
  Per your request, your account was canceled. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; I made an exception nonetheless, and authorized a refund of $16.72. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.
  
  Sincerely,
  
  **** *****
  

   

  discontinued cuz I went back to ******* and to give me my $15.09 now I know that's not a whole lot of money but when you work paycheck to paycheck it is a lot of money I just want my money back and I want my account discontinued by boost Mobile and I had to argue with everybody I even talked to three security people One person was named ***** the other person was named ******* through their company

  Business Response

  Date: 04/17/2025

  April 17, 2025
  
  
  
  Ms.**** *****
  *************
  ********************************;
  
  Re:          BBB Complaint #********
  30287956251162 - ************
  
  Dear ************************** 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
  
  You said that you attempted to port your phone number into our network to activate an account with us. However, due to issues with the device and SIM card, you decided to cancel your order. You requested that we issue a refund for your payment of $15.09.
  
  Boost Mobile does offer a 30-day money-back guarantee; however, you did not meet all requirements. I issued a $15.09 refund as a courtesy, nonetheless. 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:04/08/2025

  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 canceled my Boost Mobile wireless service on March 24, 2025, which was the last day of my billing cycle (February 24 to March 24). At the time of cancellation, I called Boost Mobile customer service to confirm everything. I was told clearly that I would not be responsible for any additional charges and that my account would be closed.Despite this, I received another bill for the following billing cycle and was recently charged for it. I contacted Boost Mobile again to dispute the charge, but the charge was still processed.I feel this charge is unauthorized since I canceled on time, was told I wouldnt be billed further, and have not used the service beyond March 24.Requested Resolution:A full refund of the charge made after cancellation Written confirmation that my account is closed and no further billing will occur Please investigate and assist with resolving this issue.

  Business Response

  Date: 04/22/2025

  April 18, 2025
  
  
  
  Mr. Zehu Cai
  ************************************
  *******, ** 60610 
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************************ 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
  
  You said that you were charged for service after canceling even though you were told you would not owe any additional money. You requested a refund and confirmation your account is canceled.
  
  Our records show a refund of $30.21 was issued to your card ending in 0908 on April 10, 2025.Please allow 3-5 business days for processing. Autopay has been disabled, so you will not be charged anymore for service.
  
  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:04/08/2025

  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.

  Bought a mobile phone on ************************ about almost two years ago, I swap my old ******* Galaxy phone sim card and put it in my ******** phone. For some reason, the ******** never showed on my account and ******************** kept my old ******* phone on their database. I called boostmobile and they said I need a new sim card to put in my ******** phone so it can show on my account. I did that, called boostmobile and active my phone with the new sim card. 4 days has passed and the old ******* is still showing on my account.I am requesting boostmobile to update my phone and also unlocked the ******** since I bought this phone and used it with them for over a year. I have proof of purchase and $200 to compensate me for this error.

  Business Response

  Date: 04/17/2025

  April 16, 2025
  
  
  
  Mr.******** **********
  ****************
  *********************;
  
  Re:          BBB Complaint #********
  777552613576 - ************
  
  Dear ******************************* 8, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
  
  You said that you swapped out your device, but your account does not reflect the change. You asked that we unlock your device (as you purchased it over two years ago) and for $200.00 in compensation.
  
  When we spoke by phone, I informed you that I created a ticket to have your account updated to reflect the correct device. I also unlocked your device and provided you the unlock PIN. Your request for compensation 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
  
                  ****** ********

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

   
  Complaint: 23174490
  
  I am rejecting this response because:

   

  Here's the facts charges of 820$+ 

  Within 24 hours I I tried to return the defective iPhone to the store. Denied. Tried online was told the stores are a entirely different thing and denied. 

  Now I'm a day into your service with no phone. No line being used. 

   

  You removed one line and refunded me then the second REFUNDED ME WITH BOOST CREDITS. THAT CANT BE USED TO PURCHASE A DEVICE OR ANYTHING BUT A BILL. 

  820$+ in charges for absolutely nothing. 

  No functional phone. 

  No boost line being used

  Im not sure if dish wireless/ECHOSTAR/ boost mobile believes I will just shrug my shoulders and forget it or what. But I need a device. You refunded credits.  I need a phone. I've made this more than clear in dozens of efforts to reach out with zero resolution. This was my last ditch effort to attempt a resolution with this business without a proper 3rd party. For future consumers BEWARE. 

   

  Thank you BBB! 

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

  Customer Answer

  Date: 04/09/2025

  It's now been exactly one month l since I purchased 1 300$ annual plans and 200$ iPhone with boost mobile. I called and ordered a 300$ plan it was added then when I tried to bring my previous number the agent messed up and added and charged ANOTHER 300$ charge. After we received the phone iPhone 13 * it had a overheating warning. We tried to take it in, they refused. Executives responding to the complaint took 4 weeks to even address it and when they did they refused to refund or trade out phone stating *boost mobile stores are independent retailers and not a thing we can do. As for my service they credited the 300$ credit TO THE BOOST ACCOUNT.. meaning they didn't refund me. We don't have a single line of boost as of now yet have paid 600$ in service and 200$+ in devices. Don't have a single line. The executive who texted me was by far the rudest unprofessional service I've ever received, ignoring for days on end, and being very unprofessional. Said they are under dish wireless-echostar. Stated all the complaints will *be put on my desk. CONSUMER BEWARE!!!

  Desired Resolution: Refund

  Customer Answer

  Date: 04/02/2025

  I purchased I phone 13 in full as well as a annual 12 month plan from this company, I was charged for multiple annual plans and the iPhone 13 was defective I tried to return the same day and the refused stating I need to check will ***** coverage. A higher up reached out to me regarding this and provided absolutely zero help or support. Once I mentioned this complaint details and changes in my account starting emailing and texting me for notification. I want my money back that was incorrectly charged and a phone that works.

  Desired Resolution: Refund

  Business Response

  Date: 04/16/2025

  April 9, 2025
  
  
  
  Ms. ****** ******
  ********************
  Decatur, IL 62526
  
  Re:          BBB Complaint #******** & 23174490
                  ************** - ************
  
  Dear Ms. ********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  On April 2, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
  
  You said that we placed your order incorrectly and charged you $600.00 for two lines, when you only wanted one. You also stated that you are experiencing service issues with a device you purchased and would like to return it. In addition, you requested that we honor our 30-day money-back guarantee.
  
  We communicated through text; I advised you that a review of your March 10, 2025, call found that you verbally acknowledged you had two lines and wanted to activate them. Boost Mobile's Terms and Conditions state that payments are final and non-refundable. As an exception nevertheless, one line will be canceled and a $300.00 refund issued. Please allow 5-7 business days for processing.
  
  I informed you that your account does not reflect a device order. Please return to the location where you purchased the malfunctioning device to inquire about its return.
  
  Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that you are required to port in your phone number and enroll in AutoPay. For more information, please visit ******************************************************************. As our records reflect that you did not port in a phone number, you are ineligible for the offer.
  
  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
  
                  ****** ********

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  
  
  Ms.****** ******
  ********************
  *******,** 62526
  
  Re:          BBB Complaint #********
  26572590559482 - ************
  
  Dear *************************** 24, 2025, we received your rebuttal, dated April 24, 2025, filed with the Better Business Bureau.
  
  You rejected our response stating that your device is not working. You went back to the location you purchased it from, but your return request was refused.
  
  You stated that your device is not working, but our records reflect data is being used. We recommend that you contact the manufacturer regarding the year warranty. Regrettably, you do not subscribe to Boost Protect and therefore, we are unable to assist with providing a replacement.
  
  You said that I gave you a credit to use towards your service. This is inaccurate.A $300.00 credit was applied to your account to process the $300.00 refund on April 9, 2025. Your current line does not qualify for the 30-day money-back guarantee. Please visit our website (******************************************************************)for more information.
  
  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: 05/01/2025

   
  Complaint: 23174490
  
  I am rejecting this response because:
    Thats an absolute false statement. The credit was issued and then retracted days later. Boost mobile care as well as the account credit shows you guys issued it then took it back after I closed the case. Please provide accurate information regarding this. 
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/06/2025

  After 2 months and multiple refusals, they finally refunded me. For clarification. Was charged 600$. It took 45 days to get the refund and multiple complaints. I do not recommend this company, although happy that I was able to get my refund. Sticking to main carriers for now on.