ComplaintsforBoost Mobile

Mobile Phone Service

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Initial Complaint
08/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Boost mobile. I add 2 lives in around 8/2/24. Paid *****. Waited for **** card to mailed. It took 4-5 days so phones didnt have service until like the 9th. On 8/11/24 I was charged ***** for 3 lines. For month of August 11 to September 11. Totally ok with. Not ok with paying ***** for few day. I did do chat and called customer service. Im willing to 5-6 dollars for the few days. Plus tax.
Business response
08/16/2024
August 13, 2024

***********************************
*****************
*****, ** 14760

Re:          BBB Complaint #********
                ************ -2024-08-17759

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

On August 12, 2024, we received your complaint, dated August 11, 2024, filed with the Better Business Bureau.

You stated that on August 2, 2024, you paid $52.74 to add two lines to your account; however, on August 11, 2024, you were charged your full monthly amount. You requested a billing adjustment.

Boost Mobile does not prorate charges;therefore, when you add a line, you are charged for the full monthly amount.

A review of your account reflects that you paid $52.74 on August 2, 2024, activated the first line on August 5, 2024, and the second one on August 6, 2024. On August 11, 2024, your automatic payment of $75.04 was withdrawn.

In the interest of customer service, a credit of $50.00 has been applied to your account.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

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

Customer response
08/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
08/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello again it's now August 5, 2024 and still no refund back since the July 21st. I have called Boost Mobile almost everyday last week and kept getting different stories it went from 3 to 5 days to 7 to 10 days then to 15 days and then got told 8 weeks. This is definitely not acceptable at all. Please get to the bottom of this due to my vehicle has to go into the shop since at this moment of time I am unable to drive it. And I need it for work and doctors appointments since I have a surgery coming up.Here is my previous message as well with all account information have been on the phone numerous times and I get several different stores. I have not received any tracking information. No devices nothing. I called them on Monday they Saif the refund was being process and it could take up to 5 days and it was the 3rd day they told me. So I called this morning and apparently no refund was being processed. The order has been canceled and it could take up to 7 to 10 days. They always said that they have to have the devices and I never received any devices nor the tracking information. My account is still in the negative and the stress they are causing me is insane. This is with Boost mobile and its under my fiance name ******************* the order number is **************. Something needs to be done now please. I did file a complaint online as well. I called again on the August 5 and kept getting told the order was canceled and the agent just kept repeating himself and never gave me a straight answer.*****************************
Business response
08/13/2024
August 7, 2024

Mr. *******************
***************
***********************

Re:          BBB Complaint #********
                ************** - *************

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

On August 6, 2024, we received your complaint, dated August 6, 2024, filed with the Better Business Bureau.

Your fiance, *****************************, submitted this complaint on your behalf. She said that she canceled the phone order, but did not receive the device. She was told a refund was in process, but then told it was not.

A review of the transaction found that the order could not be completed;therefore, a refund for $233.40 has been issued to the card ending in 1229.

We apologize for any inconvenience this may have caused.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************
Customer response
08/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I downgraded my plan from the $50/mth plan to the $25/mth plan. However, the app was showing I owed over $80. I called and IT said they could see that I was being charged for both but only had one line. After being on hold for 30 mins, I was finally told IT had to get involved and it would be sorted within 48 hrs. A few days later, my amount due was knocked down to $55, still not $25. I called again and was told it will change at the start of the following billing cycle and credited the difference. Now, it has been another billing cycle and I am STILL being charged $55 despite my active plan showing as the $25 plan (confirmed 3x by Boost). I'm tired of having to call each month and wait on hold for hours to request a credit for the difference. It should be a simple fix and yet no one can fix it aside from sending me to the loyalty **** to credit the difference. I would like my account to reflect the amount that I actually owe so I don't have to spend hours sorting this each month!
Business response
08/16/2024
August 13, 2024

*******************************
**************************
****************************;

Re:          BBB Complaint #********
                ************ -2024-08-17119

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

On August 5, 2024, we received your complaint, dated August 5, 2024, with the Better Business Bureau.

You stated that you downgraded your plan from $80.00 a month to $25.00 a month; however, your account is still reflecting you owe the higher amount. You mentioned that you have to call in monthly to get credits applied, but you are asking for this to be corrected, so you do not have to continue to do this.

Our records indicate that the plan change was stuck on the backend causing it to not go into effect; however, this has been corrected, and your account is now reflecting the correct monthly amount of $26.71 including taxes.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                **************************;
Customer response
08/16/2024

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.

Thank you!

***************************
Initial Complaint
08/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have not had working phones on both cell lines for over a week with Boost. I have spent 10 hours on the phone attempting to get it resolved. I continue to be sent to different departments and individuals who tell me they are sorry the person before them provided false information, but they would restore service. I still have no service, yet I'm still being billed. I still need service as I'm losing money without service everyday. I have been told it was escalated again, and may take up to another 72 hours. Ticket number ********
Business response
08/13/2024
August 9, 2024

*************************************
8034 N. FM 1235
*******, ** 79603

Re:          BBB Complaint #********
                ************ - *************

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

On August 5, 2024, we received your complaint, dated August 3, 2024, filed with the Better Business Bureau.

You said you have not had working service, and you expressed frustration with the amount of time it has taken for your issue to be resolved.You also disputed being billed for service while you were unable to use it, and you expressed frustration with the ticket turnaround time. You requested a billing adjustment.

When we spoke, you confirmed your service is working; however,you requested an additional credit. I offered an additional courtesy credit of $10.00, which you accepted. This was applied to your account on August 9, 2024.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

Agents are required to provide the general timeline of 72 hours for the ticket to be addressed, as our back office teams need time to research the details of the ticket. We regret that you do not agree.

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, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************
Customer response
08/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
08/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My 81yr old mother who lives in *******, ** had terrible phone service so she switched phone service to Boost Infinite (now known as Boost Mobile) in Dec of 2023. She switched to them since they advertised they pull from the strongest signal of other carriers. She tried it for 3 months and the service was terrible. She sounded like she was underwater. So she called to cancel the service on March 27, 2024. She had paid $55, in Jan, Feb, and Mar of 2024 for service and paid off a phone when she cancelled their service $160. Boost would not release her number to another carrier. Out of frustration she ended up getting a new phone number and signed up with T-Mobile. Boost continued to withdraw $25.32 out of her bank account **** *********** of 2024. She asked me why Boost was still taking money from her so I called them. On June 14, I called customer service and was told by an agent, who was whispering "Tell your mom to have her bank block withdrawls from Boost". On July 28, I called again and the customer service person, *****, told me "Oh there must have been a glitch in our system, your mom shouldn't have been billed after we closed the account on March 28. I will submit a refund through my supervisor." I tried to stay on the line to make sure it was approved, but was told "Oh its Sunday it won't be today" and they hung up on me. So I called again on Monday 7/29, this customer service person, ********, said, I don't see a submission for a refund, let me submit one for you it will take a few days. I called again on Fri 8/2, this customer service person, ********, told me the refund was denied because the service was not disconnected and my mom was not eligible for a refund. This company is unethical and ripping off my elderly mother. I asked her if she talked to her bank, she did but they bank without more information won't block her account from withdrawals. I'm asking for help to get the last $75.96 refunded to my mother.
Business response
08/07/2024
August 6, 2024

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

Re:          BBB Complaint #********
                ************ - *************

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

On August 5, 2024, we received your complaint, dated August 3, 2024, filed with the Better Business Bureau.

You said your mother requested to cancel her service, but it was not and you were unable to port her phone number to a new provider. You also expressed frustration with the service you were provided. You requested to receive a refund, but it was denied.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.

As a courtesy, a refund of $75.96 was issued to the **** ending in 9782 on August 6, 2024. Please allow 3-5 business days for processing and delivery.

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, L.L.C.

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                *****************************
Customer response
08/07/2024

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. If my mother does indeed receive the credit on her credit card, then this matter can be closed.

Sincerely,

***************************
Initial Complaint
08/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I tried boost infinite for the month of May on June 10th I requested a port out pin because I was taking my service back to **Mobile. Not only was I on the phone but the agent inside the **Mobile store where I was was on the phone with boost too. After two hours we got the information we needed and I cancelled the line obviously with porting out my number. The next day **Mobile calls me and theres a problem porting my number over so we call boost again. After being on hold for an hour I told **Mobile just give me a new number this is ridiculous. On July 17th my card was charged $25.97 from boost. I called and said what the heck why are you charging my card! For your phone line he said I asked what phone line because its been cancelled and he argued with me I didnt cancel it! I said why the h*** would I have a line with no number to it? Of course I cancelled it. Here we are August 3rd and they are going to try and charge my card for the 3rd month unauthorized! I spoke to female today only to stay on hold for 15minutes while she reviewed my account only for her to hang up on me. I call back and its a twenty two minute wait to even get a human. I am sick and tired of this. Im a single mom I can not afford $25.97 3 months in a row for a service Im not receiving!
Business response
08/06/2024
August 5, 2024

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

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

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

On August 5, 2024, we received your complaint, dated August 3, 2024,filed with the Better Business Bureau.

You stated that you decided to port your phone number to another carrier on June 10, 2024. You called Boost with a representative from the other carrier several times, but you were not able to complete the port.You finally asked the other carrier to give you a new phone number. However, your payment card was charged on July 17, 2024. You called to find out why the payment was taken, and you were told that your account was still active. You stated that the account had been canceled previously. You also mentioned that an agent hung up on you. You requested to receive a refund.

When a customer ports a phone number to another carrier, the account is automatically closed when the port is completed. As you requested a new phone number from your new carrier, your port was never completed and as a result, your Boost account was not closed. This resulted in the charge to your payment card of $25.97 on July 17, 2024. The account is set to disconnect on September 2, 2024, and AutoPay has been removed to prevent any future charges.

We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representative will be shared internally with the appropriate personnel.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost are final and non-refundable;nonetheless, I authorized a $25.97 refund as an exception. Please allow seven to ten business days for processing.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                *********************
Customer response
08/06/2024

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 also spoke with a representative and he was more than delightful in assisting with this matter! The turn around for Boost has been great!

Sincerely,

*************************
Initial Complaint
07/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up with Boost Infinite on July 12, 2024 through Dish Network. We were informed they would need ***** up front to start the process. We were also told if we changed our mind about the service within 30 days we would be credited back the ***** we paid up front for the service. After reading negative review after negative review I decided the following day on July 13, 2024 to cancel our account with ********************** Infinite because I did not trust the company. I did not port my two cell phone numbers over to them. I was told they would cancel my account and credit me back *****. Today was my fifth call to the company. My account is still open and today I was told I could not get a credit back for the *****. I have already put a dispute in with my credit card company and they are also working on my case. I was told by three different representatives with Boost Infinite when I called three different times they would close my account and refund the *****. The last two phone calls I had with this company I was told they would close my account but I would not get my ***** back. I received a email from them yesterday showing my account was still open and they have my credit card on Automatic Withdrawal. I need help ! I can't get any help from anyone in the ** because all of the phone calls are being directed out of the country.
Business response
07/31/2024
July 30, 2024

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

Re:          BBB Complaint #********
                ************** -2024-07-16600

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

On July 30, 2024, we received your complaint, dated July 29, 2024, filed with the Better Business Bureau.

You stated that on July 12, 2024, you signed up for services and paid $50.00. You mentioned that the following day you decided to stay with your current provider and you wanted to cancel the account. You indicated that as of today, your account is still open and on automatic payments. You requested the account be canceled and a refund issued.

Boost ******** offers a 30-day money-back guarantee. If not satisfied with your Boost ******** services, you can contact us at **************** within 30 days of initiating an account to cancel it.Once services are canceled, the first monthly plan charge amount will be refunded to the payment method on file.

A review of the account reflects that it is canceled and at a zero balance. On July 30, 2024, a $50.00 refund was issued to your card ending in 9525.

We regret any inconvenience you may have experienced.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                *****************************
Customer response
08/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. On 7-31-24 my credit card account was credited back *****. As of 8-5-24 my Boost account is still open and my credit card is still on automatic withdrawal. I tried to delete my card information on their website but it's not possible. I would appreciate it very much if the company would delete my account and credit card information.

Sincerely,

*************************
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered the iPhone Pro 512GB on 6/13/2024. Under the promise from Boost Infinite on their website If you dont love the experience you can return it for a full refund . I didnt get home from a trip until 7/12/2024 and on that day I activated the phone. Since then 2 issues have prevented me from using at all. 1. The cellular keeps shutting off every 30 minutes for about 2-3 minutes then comes back on. Disconnecting calls or data sessions. 2. I only had the phone 1 1/2 days when the data stopped working. The speed was reduced to ******* kbps. Completely unusable. Even **** , ******* and ******** only reduce speed to 1.5Mbps. 4 times as fast as Boost Infinite. I explained I dont watch movies or anything that uses data in large amounts. They said in 1.5 days I used all 40 GB of my data. Which is impossible. Then just 3 days after activation my bill clicked over and my data should have reset back to zero. It never did. Ive called Boost infinite twice a day for 2 weeks to get this resolved and get the phone working. Every time I called I waited on hold ***** minutes then spent another ***** minutes on the phone with them then they would hang up on me. I used different phones everytime so I know it wasnt the phone. It was Boost hanging up on me. Not able to resolve the issues. I contacted customer service also via instagram and via ******* all I got were promises to look into it. No one ever fixed it. Last week I had to finally give up and buy an **** phone and service because after weeks of trying to get Boost to fix these issues I needed a phone that works. Im in a very serious job that requires my being available by phone 24/7 with reliable service. I cant jeopardize my job with Boosts games. Boost Infinite states on their site If you dont love the experience you will get a full refund. I only had it a few days and asked for a refund to return the phone and was told it was purchased 6/13 so I was a few days over the 30 days from purchase date
Business response
08/02/2024
August 2, 2024

*************************************
****************************************>*****************

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

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

On July 30, 2024, we received your complaint, dated July 29,2024, filed with the Better Business Bureau.

You stated that you purchased an iPhone 15 Pro on June 13,2024; however, you did not activate the service until July 13, 2024, and you experienced technical issues afterward. When you contacted customer care, you were unable to resolve these issues. As you needed reliable service, you signed up with another carrier. You found that you were beyond the 30-day limit to return the device, and you requested to be allowed to return it for a full refund.

We conversed by email to arrange the return of the device,the closure of the account and a refund of the payments made.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                *********************
Customer response
08/05/2024

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 awaiting for Boost Infinite to Credit my credit card to refund me fully.

Sincerely,

*********************************
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am financing a iPhone 15 pro *** 1tb through boost infinite and phone insurance and phone plan. They are trying to charge me for service before the phone was activated. It says in their contract agreement that I have up to 30 days to activate phone, which I did before the 30 days. My bill thats due on August 3rd 2024 is double. I called to talk to them about it and they said they would credit the account $***** and would reflect on bill within 24 hrs. This was told to me by a supervisor as well. Even though Im not totally satisfied with just that credit because I shouldnt be charged for a phone plan service when the phone wasnt activated, especially when in their contract it says I have up to 30 days to activate phone. Never the less I want my ***** credit. I ended up calling today and asked why the credit was not there and they said they cant give me that credit and dont know why that supervisor even told me he would give me that credit. Not to mention a $60 payment that was on my pay history on their website for my account just disappeared and they are saying they have no record of it. I have pictures/screen shots to proove everything Im telling you as well as chat transcripts from their supervisor telling me he would give the credit towards ****.
Business response
07/31/2024
July 30, 2024

*********************************
********************************
*********, DE 19950

Re:          BBB Complaint #********
                ************ -2024-07-16602

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

On July 30, 2024, we received your complaint, dated July 29, 2024, filed with the Better Business Bureau.

You said that you were charged for service before your phone was activated, even though our contract allows up to 30 days for activation, and your bill due August 3, 2024, is double the original monthly charge. You also mentioned that when you spoke to customer care, you were promised a $38.95 credit, but it did not apply and now you have been told it will not be provided. Additionally, a $60.00 payment you made is not appearing on your account. You have screenshots and chat transcripts to support your claims, and you requested a credit be applied to your account.

A review of your account shows that you began service on June 18, 2024, which then became your monthly recurring charge date. When you activated your device on July 7, 2024, you were charged your normal rate of $61.50 for service, and $18.00 for device insurance. You were then charged your normal monthly rate again on July 18, 2024, as that is your monthly recurring charge date. The Boost Mobile Terms and Conditions state that all payments are final once submitted, and are non-refundable and ineligible for any prorated credits.

When we spoke on the phone today, you explained these issues in greater detail. I informed you that, in the interest of customer service, I would apply a credit of $79.50 to your account as a one-time courtesy. I also informed you that I would need to see proof of the $60.00 payment made (i.e. a copy of your bank statement). Once this is received,I will begin the refund process or apply a credit if applicable. You were satisfied with this resolution and took down my contact information.

We apologize for any inconvenience this may have caused.

Sincerely,

******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

cc:           ****** / ******* Better Business Bureau
                **************************************
                ******,CO 80210

*********************
Customer response
07/31/2024

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 greatly appreciate the BBBs assistance and response time on this matter. Thank you so much!

Sincerely,

*****************************
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased and iPhone with service from Boost Infinite. The phone was stolen. I cannot access the account via the app or online because I do not know the password (saved to the phone) and all options for 2 factor authentication and or password resets (email on the stolen phone and phone number to stolen phone). Boost Mobile store will not help me because it is a Boost Infinite account. Called customer service several times explaining situation but they say there is nothing they can do because they said the account PIN I have is wrong. I have offered to provide photo ID, banking info where they auto draft payments, social security number, video verification, but they refuse to assist me or let me speak with anyone in an elevated position who is willing to assist. All I am asking if for the phone number to that stolen phone to be moved to a working phone or either provide my account number and transfer pin so I can port the number. I simply want access to that phone number so that I can regain access to all my accounts and ********************** simply refuses to do anything to help me.
Business response
08/01/2024
July 31, 2024

Mr. ***************************
********************************************
*****************

Re:          BBB Complaint #********
                ************ - *************

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

On July 29, 2024, we received your complaint, dated July 27, 2024, filed with the Better Business Bureau.

You said that your phone was stolen and you need the port-out information to move your phone number to another carrier. However, when you called in, you were unable to verify the account. When you visited a retail store, you were informed that they could not assist you because it is a Boost Infinite account.

When we spoke earlier today, I informed you that Boost Mobile (prepaid) and Boost Infinite (postpay) are the same company, but retail stores currently do not handle Infinite accounts. I also advised you that we require the account to be verified to prevent fraud and protect the customers account and associated information. However, you were able to verify the address, last payment and last four of the card used to make the payment; therefore, I provided you with the information you requested to port out to another carrier. I also informed you that once the number does port out, you would be charged for the balance of the phone. You replied that you have insurance and will be filing a claim within 24 hours.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

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

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