Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Initial Complaint
02/28/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a upgrade on 1/25/2025 paying $185.00, under he impression it would replace my current phone on my line. When my phone arrived I called the activation line and I was told that I purchased a second line instead of upgrading my main line. The representative told me it was no issue, she could open a ticket to cancel the second line, leaving me with one line and my brand new phone. From 1/31 -2/28 I called non stop for a update worried I would be charged a late fee for not paying my bill that was due on 2/11. Initially I was told don't pay any bill until my ticket was resolved and my lines were corrected. On 2/28, I received a bill for $274.11. Before my upgrade my bill was $32.20; once upgraded with 1 line it was supposed to be $85. I was confused, emotionally drained and I demanded answers. I was told by the supervisor that because I opened the second line I was liable for the bill. He said, the ticket that was submitted was to move my loan over to a new number never to correct my issue I complaint about. I asked for an investigation and to review the call where I submitted the ticket; he very rudely enforced it was my fault and there was nothing he could do. I demand answers because I feel the company is taking advantage and not being accountable for their actions, I was told my issue could be resolved but I have to pay the bill first, but I reported this issue to be address almost a month ago. I need help, I want to know how to move forward, I have all my initial paperwork but, the phone call from 1/31 would definitely issue. As of 2/28 my ticked has been closed but no resolved.
Customer response
03/03/2025
This issue has been resolved, thank you for your help.
Initial Complaint
02/06/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They could not activate my phone. The phone is fine and has been activated before. I activated it with another service to make sure. I want a refund
Business response
03/05/2025
February 11, 2025

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

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

Dear Mr. ***************** February 7, 2025, we received your complaint, dated February 6, 2025, filed with the Better Business Bureau.

You said that Boost Mobile was unable to activate your phone and you would like a refund.

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.However, as a courtesy, I requested a refund for your $14.09 payment. Please allow seven to ten 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, L.L.C.

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

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

Customer response
03/05/2025

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
02/06/2025
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.
Boost mobile paid Someone else's phone account with my debit card number.I have cancelled that card but my bank needs proof that the ***** payment didn't go toward my phone number ************.I can't get the information of where the payment went.
Business response
03/03/2025
February 25, 2025

Ms. ****** ******
*********************
******** MI 48911

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

Dear Ms. ***************** February 7, 2025, we received your complaint, dated February 6, 2025, filed with the Better Business Bureau.

You said that your debit card was used to pay $25.19 on someone elses account. You requested a refund.

As stated in my phone and email messages to you, your email address is also associated with an account in the name of ***** *****. Mr.Smiths account is set up for autopay with a credit card ending in 9608, which is the same last four digits on the card you provided in your complaint. Please clarify if you know or are associated with Mr. ****** to determine what, if any,action needs to be taken. You can reply to my email sent on February 24, 2025,or you can call me at ************** to discuss this matter.

Sincerely,

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

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

                ****** ********
Initial Complaint
02/05/2025
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.
Keep getting charged for a plan even though I've paid for a year of service. Continously getting no help from the customer service agents. My account issue has NOT been resolved. And now my phone service is suspended.
Business response
03/03/2025
February 24, 2025

Ms. ****** ******
*******************
******, FL 34667

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

Dear Ms. ***************** February 5, 2025, we received your complaint, dated February 5, 2025, filed with the Better Business Bureau.

You said you continue to be charged a monthly fee for service despite paying for one year upfront. You indicated that customer care has not been helpful, and the issue is ongoing. You requested a billing adjustment.

My attempts to contact you at ************* on February 21 and 24, 2025, were unsuccessful, but I left a voicemail each time. I also sent an email to you at ******************* with a request to contact me.

The Boost Mobile Terms and Conditions state that to receive all credits, you must remain a Boost Mobile subscriber in good standing for 12 months with the same device purchased. Our records confirm that as the device initially purchased is no longer on your account, you no longer qualify for the promotional free year of service offer. Please visit ***************************************************************** for further details.

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

              ***** *****
Initial Complaint
02/05/2025
Complaint Type:
Customer Service 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.
I have be over charge on my boost mobile account as far back as Aug of 2024 and charged 4 times on January 2025. When I tried to resolve the issue with boost they were very unprofessional and basic told me to file a complaint with my credit card and when I dispute the charges they will charge my credit card again. I removed my credit card from auto pay and am requesting for boost to refund all the over charges or give me free service for all the months boost over charge my credit card.
Business response
03/03/2025
February 7, 2025

Ms. ***** *****
******************************************** 2I
*****, ** 10474

Re:          BBB Complaint #********
743398566945 -************

Dear Ms. **************** February 5, 2025, we received your complaint, dated February ******, filed with the Better Business Bureau.

You said that we have been overcharging you since August 2024 and you were charged four times in January 2025. You were told to dispute these charges with your credit card provider, but you want a full refund or free service.

When we spoke, I advised you that your account does not reflect four payments were made in January 2025. We deducted your automatic payment on January 18, 2025, and on January 29, 2025, we received a dispute from your credit card provider and the funds were returned. You then submitted a cash payment at a Boost Mobile retailer on January 29, 2025.

The screenshots provided by you prove that you are not being overcharged. You advised me that you also make payments on your husband's account. However, when I asked to review his account to see if the payments in question are there, you refused. You said that you plan to continue to file complaints and you ended the call.

Because your account neither reflects that you have been overcharged nor any evidence of the payments you claim are unauthorized, we recommend that you contact your credit card provider and dispute these charges.

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

                ****** ********
Initial Complaint
02/04/2025
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.
I placed an order with Boost Mobile for one iphone 15. I received an email stating that there was a problem with the order. I called Boost Mobile, and they cancelled that order. I was instructed by a sales representative to make the purchase again. I received the replacement phone but was also charged for the cancelled order. Basically I was charged twice, and received one phone. I called Boost Mobile after noticing that I was charged twice. Boost mobile told me on their end, both phones were delivered. Keep in mind the cancelled my first order. They told me to contact the shipping company which was ***. When I contacted ***, they told me that Boost Mobile enter a wrong ticket and it was their mistake. When I contacted Boost Mobile again, they had agreed with the shipping company that the address on the shipping was wrong due to Boost Mobile's error. The representative assured me that the address was incorrect on their end. Even, though the had the correct address in the system. The representative told me that that this was in fact Boost Mobile fault. I was assured that I would received a refund for the phone that was sent to the wrong address. I contacted my credit card company who gave me back the $414.78. After that Boost Mobile suspended my account until I paid the $414.78. I paid that so my services would be restored. This evening I called Boost Mobile to follow up on my refund, which the agent assured me I was in fact going to receive ( Representative from previous call ). After speaking with a representative and a manager, I was giving a different response and was told they will not issue the refund because the phone was delieverd. Keep in mind I was told by the previous Boost Mobile agent that it was their fault and I was going to receive a refund. I was misled and lied to. I am writing to you today for your help in this matter.
Business response
03/03/2025
February 27, 2025

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

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

Dear Mr. ********************* February 5, 2025, we received your complaint, dated February 4, 2025, filed with the Better Business Bureau.

You stated that you placed an order for an iPhone 15. You received a message that the order was canceled. You placed a second order for the phone. You found that both orders had actually been processed, so you were charged twice, but only received one phone. You requested to receive a refund.

The first order, placed on November 29, 2024 (for IMEI ***************), was processed. The device was shipped to the above address and activated on your account under phone number **************. A review of the call recording for the second order, placed on December 1, 2024, confirms that two separate orders were made that day: The first order was for an iPhone 15, under *** tracking number 1Z52A2591322108420. The second order was for an iPhone 13, under *** tracking number 1Z52A2591222145427. When our representative asked you for the shipping address, you gave it as ******************************************************************************. These two devices were both shipped to this address. The iPhone 13 (with IMEI ***************) was activated on your account on January 15, 2025. Boost Mobile is not responsible for the missing shipment, as the order was placed in our system correctly with the information you provided during the call; as such, no refund is warranted.

Sincerely,

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

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

                ***** *****
Initial Complaint
02/04/2025
Complaint Type:
Product 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.
Dear Better Business Bureau,I am writing to seek your assistance with a dispute that I have been unable to resolve with Boost Mobile. My experience with their service has been highly unsatisfactory, involving unethical business practices and mismanagement of consumer funds, leading to significant personal and financial distress.On December 11, 2024, I placed an order with Boost Mobile, which was subsequently canceled by the company on December 18, 2024. On the following day, December 19, 2024, I was officially charged for this order. Despite assurances from customer service that my funds would be returned within 7-10 business days, Boost Mobile instead credited these funds to a Boost Mobile account on February 3, 2025nearly two months laterwithout my consent.Moreover, Boost Mobile's attempt to port my phone number from **** during this period was mishandled, resulting in significant disruption to my personal and business communications, which was only resolved on January 28, 2025. Throughout this process, I have made numerous attempts to resolve these issues, including a visit to their local store at ***********************************, only to receive the runaround from both in-store and online representatives.This series of events has not only caused undue financial hardship but has also impacted my mental health due to the stress and time invested in attempting to rectify this situation. The lack of accountability and transparency displayed by Boost Mobile prompts me to seek your intervention to facilitate a just resolution.I request the Better Business Bureau's aid in mediating this dispute to ensure that Boost Mobile returns the improperly held funds and addresses the underlying issues in their customer service practices. Your assistance would be invaluable in preventing further consumer detriment and promoting better business practices.
Business response
03/03/2025
February 18, 2025

Mr. ***** *******
***************************************************************;

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

Dear Mr. ****************** February 4, 2025, we received your complaint, dated February 4, 2025, filed with the Better Business Bureau.

You said you ordered a device, but it was canceled; however,you were still charged. You were then informed you would receive a refund within 7-10 business days, but you did not. You also expressed frustration with the port-in process, as it caused you to temporarily lose service. In addition,you expressed concern with the customer service you received.

Our records show a refund of $66.00 was issued on February 3, 2025; please contact your financial institution for further assistance.

We strive to provide excellent service and regret 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 Escalation Team
Boost Mobile, L.L.C.

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

                ****** ********
Initial Complaint
02/03/2025
Complaint Type:
Billing 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.
Boost Mobile refused to give me account information about my account which was recently closed as of Jan 3rd of 2025. Two charges were removed from my bank account. The first charge, dated Jan 6th, 2025, was for $7.99. The second charge on the following day was for $30.16. Based upon some random questions that they asked me which supposedly was about myself, they refused to even answer about what the charges were for. Since this was a Pay in Advance type of account, I am assuming that these were account charges for my former cell phone account with them I am owed a refund for these charges and the company refused to even identify why I was charged these amounts. Given that I offered to send them a copy of my driver's license or to provide my pin number (which was refused), they are being unreasonablly uncooperative. I would like to have my funds returned to my bank account for a total of $38.15. This does not excuse their horrible customer service or account verification methods (which needs considerable improvement) but at least I would have my money back.
Business response
02/27/2025
February 18, 2025

Ms. ******* *********
***********************************************
******, OR 97401

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

Dear Ms. ******************** February 4, 2025, we received your complaint, dated February 3, 2025, filed with the Better Business Bureau.

You said you were charged $30.16 and $7.99 in January 2025. You also had to verify your account by answering questions and you expressed frustration with our methods. You indicated that we refused to provide information to you regarding these charges. You requested a refund of $38.15.

There is no record of a $7.99 payment, but a payment of $30.16 was taken on January 5, 2025, through autopay. When you enroll in autopay, you give Boost Mobile permission to withdraw the entire account balance on the bills due date. This payment was collected before you ported your phone number out.

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. Because you were unable to verify your account, customer care was unable to provide you detailed account information.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Your request for a refund is therefore, 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, L.L.C.

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

****** ********
Initial Complaint
02/03/2025
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.
They suspended my service for 3 days now and have yet to give me any sort of resolution as to why and when I will be able to use my phone again. I just financed a new phone, and im up to date on my payments.
Business response
02/26/2025
February 7, 2025

Mr. ******* ******
************************************** D
*********, ** 94565

Re:          BBB Complaint #********
375692064478 -************

Dear Mr. ***************** February 4, 2025, we received your complaint, dated February ******, filed with the Better Business Bureau.

You said that you have not had service for three days, and you have not received word when it will be available nor any compensation.

My attempts to contact you by phone on February 6 and 7, 2025,were unsuccessful; however, I left a voice message each time.

A review of your account reveals that your line was activated February 3, 2025. We regret any delay you may have experienced. I applied a $25.00 credit to your account in the interest of customer 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, L.L.C.

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

                ****** ********
Initial Complaint
02/03/2025
Complaint Type:
Product 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.
Boost Mobile will stole my IP address I want all of my 249 back now it's been 3 months and they're playing games with me give me my money you guys are hackers are fraud
Business response
02/27/2025
February 21, 2025

Ms. ***** ********
*************************
*******, MI 48340

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

Dear Ms. ******************* February 4, 2025, we received your complaint, dated February 3, 2025, filed with the Better Business Bureau.

You said that we stole your IP address; it has been three months, so you demand a refund for $249.00.

Boost Mobile is a cellular phone service provider only; we neither offer internet service nor do we create and issue IP addresses.

Our records show that the last communication we had from you prior to this complaint was on October 10, 2023.The last payment we received was for $40.64 on September 27, 2023; therefore,your refund request is denied.

Sincerely,

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

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

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

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