ComplaintsforBoost Mobile
Mobile Phone Service
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I've been a Boost Mobile client for over ten years. My Account and regular personal Phone/Line ************** has been the same throughout this service period. Throughout this service period, I'd occasionally request information as to how my account billing is administered. It has been repeatedly explained to me that every month's regular payment actually applies to the next month's services (e.g, my Month of June payment is for the month of ****** services NOT the Month of May). Unless this practice was changed, without the company notifying me previously, my understanding of this payment method remains unchallenged. Approximately 2-years ago, I added a second phone line/service to my existing account. This meant that instead of paying $50-monthly, the added line will cost me another $30 monthly; bringing the total bill to $80 monthly. On Thursday, August 23, 2024, I discovered that my small business cellphone [**************)] had been stolen. I immediately contacted customer service **************, to report the theft. I also requested that the entire service for that specific line be discontinued as I was having financial difficulties and was unable to replace the phone and no longer needed the extra line and service. The individual who took my call stated that the extra line/service was discontinued immediately and my service/bill will return to $50 monthly and this would be notated in my file.On September 9th, I received notification, via text message (#*****) that my monthly service charge of $80 was coming due. I immediately went into my online account and noticed that the extra line WAS NOT removed and I was still being billed for this. I, again, called the customer service line and the guy answered; checked my account ; then attempted to tell me that my service charges applied to next months bill NOT the original way it was repeatedly explained.I explained that he was in error how the bill was applied and that I wanted this billing error corrected.Business response
09/18/2024
September 13, 2024
*************************
**************************************************
*********, WI 53209
Re: BBB Complaint #********
************ -2024-09-20226
Dear **************:
On September 9, 2024, we received your complaint, dated September 8, 2024, filed with the Better Business Bureau.
You expressed confusion with your monthly bill, as you stated that you are unsure what billing month your payment applies to. You also said you asked to cancel one of your lines, but it was not and you were charged $80.00 instead of $50.00 as a result. You requested a billing adjustment.
Your service is prepaid, so payment will apply to the next months service. For example, your payment made on September 12 will cover your service from September 12, 2024, until October, 12 2024. It is recommended that you pay prior to the 12th of the month to avoid a service interruption.
If you cancel a line before the end of your billing period,you will be charged for the full billing cycle and these charges will not be refunded or prorated. You will have access to this line until the end of the billing cycle, however.
Our records show you have already received a $30.00 credit for this issue, so an additional billing adjustment is unwarranted.
We apologize for any confusion this may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************Customer response
09/18/2024
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
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On the 8th of August 2024, I tried to purchase a phone to add a line to my already account. They never sent the phone and the collected my $60.12 fo a phone that they didn't provide. SINCE THE 11TH OF AUGUST ***************************************************************** a story until this day. They have not refunded my moneyBusiness response
09/13/2024
September 4, 2024
*******************************
*********************** D
****************************;
Re: BBB Complaint #********
************ -2024-09-19722
Dear ********************:
On September 4, 2024, we received your complaint, dated September 3, 2024, filed with the Better Business Bureau.
You stated that you placed an order on August 8, 2024, and paid $60.12; however, you have yet to receive it. You requested a refund.
Our records indicate that order 4047-090159-7267 placed on August 8, 2024, has been canceled. Please note that the $60.20 had a full authorization reversal, meaning the payment was not collected.
For further information as to why the order was canceled, please contact our order integrity team at **************** or **********************.
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
*****************************Initial Complaint
09/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On the 26th od August I applied for a promotion from boost mobile and was approved for a phone and plan. The total monthly bill came ro $62 monthly but they needed a $56 deposit. So I paid the deposit and waited and waited. On the 4th business day I still had not seen a tracking device or anything. I contact them and I was advised that my order had been canceled after being approved on line and paying the deposit. Here it has been 3 business days and I still have received my refund. They say it could take 30 business days. What are they doing getting interest off my little down-payment?? Am at a loss. Was totally mislead into the deposit.???Business response
09/13/2024
September 4, 2024
Mr. *********************************
********************************************************************
Re: BBB Complaint #********
************ -2024-09-19717
Dear **********************:
On September 4, 2024, we received your complaint, dated September 3, 2024, filed with the Better Business Bureau.
You stated that on August 26, 2024, you placed an order and paid a deposit of $56.00. After four days of waiting for the tracking email, you contacted customer care and you were informed the order was canceled. You requested a refund.
A review of your account reflects that order 8660-048547-2965 placed on August 26, 2024, has been canceled. Please note that the $28.00 had a full authorization reversal, meaning the payment was not collected. It is also worthy to note that you paid $28.00 for taxes on the ordernot $56.00, as you indicated.
For further information as to why the order was canceled, please contact our order integrity team at **************** or **********************.
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
*****************************Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 21 I lost mobile service with boost, yes I am in great standing with payments and have been for 8 years with no problems with service any where in the **.. For two weeks now still no service unless on WiFi or manually set to roaming and choose tmoble, which is the towers boost use.. Boost customer service is no help. They just keep saying, boost engineer have a ticket open, I'm up to 5 tickets at this point. Also saying, boost is upgrading the network, give them 1 to 3 days, then it went to 7 days, now 48 hours. So here on September 2 still no service, again never had a issue in 8 years. I need some help..Business response
09/16/2024
September 4, 2024
Ms. *******************
************************
***********, ** 27369
Re: BBB Complaint #********
************ - *************
Dear ************:
On September 4, 2024, we received your complaint,dated September 3, 2024, filed with the Better Business Bureau.
You mentioned that starting on August 21, 2024, you lost service. Despite calling in several times to customer care, it has not been fixed. You requested assistance with your account.
Our records indicate that this issue has been escalated to our network team. Please allow time for our engineers to investigate the problem.
A review of your account reflects that on August *******, you were provided a credit of $20.00. In the interest of customer service,an additional credit of $30.00 has been applied to your account.
We regret any inconvenience you may have experienced.
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
09/16/2024
Complaint: 22232278
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
09/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called boost CS on Sat 31st normally $51.18 was showing up as $94. She advised when we purchased my wife a new phone on Aug 5th that we didn't have the right plan to get the discounted price and it was being added to our bill each month. The phone was listed as ****** but marked down to ***** as a one time payment. I advised it did not show anywhere that we had to have a specific plan to get that price. She advised she was sorry and that if we don't have the $50 a month plan we have to pay full price for the phone. She said she can help out with the cost and give us a $30 credit. I said that's fine, can I pay off the phone. She had me make a $200 payment to pay off the phone. She put me on hold as she said she had to call billing to get them to apply that to the phone balance and after about 10 minutes the call dropped. I called back and spoke with another agent who verified everything and said to follow up Monday to make sure everything went through. I called back today and the customer service lady told me that the first **** was wrong and we owed nothing on the phone and we have a $136.02 credit on the account. She explained when we bought the phone it messed up the auto pay and we owed for the remaining month of august as it only billed us $8.30 plus this month. That amount was subtracted from the $200 payment plus the $30 statement credit. She said she could submit for a refund but not say for sure we would get it. I asked to speak with a manager as now being told two completely different stories. Spoke with *************** who said he was a resolution Manager. He advised he will also submit for refund but he can't say if we will get it as it's a different department. He also said he can't see the notes or any details from the Saturday call but will submit a ticket so they can pull it. I said if you have employees lying to customers and charging random amounts I would think you would do more. He said someone might email or call you but couldn't not confirm.Business response
09/13/2024
September 4, 2024
*************************************
******************
******, FL 33830
Re: BBB Complaint #********
************ -2024-09-19674
Dear **********************:
On September 3, 2024, we received your complaint, dated September 2, 2024, filed with the Better Business Bureau.
You stated that you contacted us because your bill was $94.00 when normally it is $51.48. You were told that when you purchased a new devicemarked down from $272.79 to $42.79you were put on the non-discounted plan. The agent told you that you would have to pay full price for the phone to change your plan, which you indicated you would do. She applied a $30.00 courtesy credit to your account, and you made a $200.00 payment. You contacted us the following day, and you were told you had a credit balance of $136.02 and you were only billed $8.30 for service in August, which is why the bill was higher. You requested a refund, but you were advised it was not guaranteed. You would like to receive a refund.
A review of your account reflects that when you made a $42.79 payment on August 5, 2024, it was applied towards your monthly bill amount. On August 12, 2024, the remaining bill balance of $8.30 was withdrawn via AutoPay. When your next bill generated on August 28, 2024, it included the charge for the device plus the month of service.
Please note, we do show that you received a discount of $230.00 off the cost of the device. After the $200.00 payment was made and the $30.00 account credit provided, this left a credit balance of $136.02. On September 3, 2024, a refund of $136.02 was initiated to the card ending in 1000.
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
*****************************Initial Complaint
09/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
9/1/10 called to pay phone bill which is 25 dollars, boost wants me to pay 5 dollars more because of a date add on I paid for in July which isn't reoccurring. They said they can remove the add on but will not refund the five dollarsBusiness response
09/13/2024
September 4, 2024
***************************
******************************************************************************;
Re: BBB Complaint #********
************ -2024-09-19650
Dear ****************:
On September 3, 2024, we received your complaint, dated September 1, 2024, filed with the Better Business Bureau.
You stated that on September 1, 2024, you called in to pay your $25.00 monthly bill, but you were forced to pay an additional $5.00 for a data pack that should not have been recurring. You requested a refund.
A review of your account reflects that on June 7, 2024, you added the one-time 2 GB data pack, as well as the recurring 2 GB data pack. As the recurring data pack was not removed, it continued to be charged. On September 4, 2024, the recurring data pack was removed from your account by request.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. We decline your request for a refund; however, in the interest of customer service,a $5.00 credit has been applied to your account.
Please note that, any changes you request will have to be done prior to your monthly recharge date if you do not want to pay for them again.
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
*****************************Initial Complaint
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My phone bill due date is the 31st of each month. And my advice was disconnected while I was in public without a vehicle and unable to reach my minor son despite the 31 st not being over. I reached out to boost mobile and asked about its policy. I was given misinformation by two representatives. One whom said my due date was the 30th and the other who said it was the 31st but my bill is due every 30days. Neither of the information was true because based on the website my due is consistently the same date every month and does not change despite the amount of days in the month. For example February only has 28 days, however if I am due to pay on the 14th, my next due date will be March 14th despite the shorter amount of days in the month. Boost terms and conditions state that My bill is due the same day of each month. Yet my service was discontinued before the day my bill was due was over. Leaving me in a bind. They showed no remorse for the issue. One agent reported that it was a technical issue and could not fix it but offered 5 dollars. I declined. Its an unreasonable offer. Had he offered 20 dollars, it would have been slightly appealing only because my bill was indeed due. However the gross mistake and customer service is not acceptable and needs to be addressed.Business response
09/12/2024
September 6, 2024
*******************************
7764 Silver View Ln.
*******, ** 27704
Re: BBB Complaint #********
************ -2024-09-19645
Dear ****************:
On September 3, 2024, we received your complaint, dated August 31, 2024, filed with the Better Business Bureau.
You stated your bill is due on the 31st of each month, but your service was suspended before the day was over. You disputed your due date being the 30th of each month, and expressed frustration with the customer service you received because you were only offered a $5.00 credit as compensation. You requested a larger billing adjustment.
Your last full day of service is the 29th of each month, so a payment must be made on that date to prevent any service interruptions. As your account is a prepaid account/service the entire account balance is required to be paid in advance of the new billing cycle start date; which in your case, is the 30th of each month.
We strive to provide excellent customer service and we regret that your experience was unfavorable. The calls were reviewed and the customer service agents that attempted to assist you remained courteous and respectful throughout the calls.
Our records show you received a $30.00 credit on August *******, so your request for an additional billing adjustment is denied.
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
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
8/28/2024 Today I was told Boost has denied me service. They already charged me for the phone and first months service.No explanation as to why. All they said was due to security reasons.Business response
09/12/2024
September 3, 2024
*****************************
***************************************
*************************;
Re: BBB Complaint #********
************ -2024-09-19642
Dear **************:
On September 3, 2024, we received your complaint, dated August 31, 2024, filed with the Better Business Bureau.
You stated that on August 28, 2024, you were denied service despite already paying for a phone and the first month. You requested a refund.
Our records show that order 9876-169956-9904 was canceled. Please note that the $100.99 had a full authorization reversal, meaning the payment was not collected.
For further information as to why the order was canceled, please contact our order integrity team at **************** or ***********************
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
09/12/2024
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
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I canceled by services in July with Boost and switched to Xfinity Mobile using the same phone number. I was charged by both companies in error. I disputed the charges with my bank and the amounts were refunded on 08/15/24. Today, 08/30/24 I was charged over $300 for the same timeframe disputed with my bank! I have been on the phone with BOOST and they are giving me the run around. My bank is disputing again but it can take up to 45 days for response! We were going on a vacation and these charges overdrew my account preventing us from going! Also, this is regarding 2 lines for this account. ************ HAS NEVER BEEN USED! BOOST refused to give us a device stating that no changes can be made to my account the first 7 months of service. We have been forced to pay for service on that line with no device. I canceled my service effective July 2024. My bank is requesting a letter on letterhead which BOOST refused to give me so now I am at a loss on how I can get my money back for services I paid to another company and for the second line WE NEVER USED ONE MIN.Business response
09/12/2024
September 4, 2024
*******************************
***************************************************
******, CO 80247
Re: BBB Complaint #********
************ -2024-09-19638
Dear ******************:
On September 3, 2024, we received your complaint, dated August 30, 2024, filed with the Better Business Bureau.
You stated that you canceled your service in July 2024, but it was not. You disputed your payments totaling $248.40 on August 18, 2024, and expressed frustration with being charged $342.93 on August 30, 2024. You also said you have been unable to use the second line because no changes could be made to your account. In addition, you stated that we refused to provide a device. You requested a refund
Your calls were reviewed and there is no record of you requesting to cancel both lines until August 30, 2024. Your lines are currently pending disconnection. Because you disputed the charges totaling $248.40, that balance was returned to the card used to make the payment, and it remained on the account as valid. Because you were on AutoPay, the full account balance was withdrawn at the time it was due on August 30, 2024.
Until Boost Mobile and Boost Infinite consolidated brands,customer care was unable to make changes to multi-line accounts; changes could only be made in-store. Additionally, a device was activated on the second line.
The Boost Mobile Terms and Conditions disclose that payments remitted are final and non-refundable. Your request for a refund 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, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Initial Complaint
08/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
on around august 12 i saw an ad for boost infinite and the offer cuts my current phone bill in half.wgo wouldnt want that..i called about it maybe 4 times because every time i called it was answered by indians and i dont trust indians as they are scammers.i called my boost customer service to sign up as im already an existing customer.they told me id have to call back the original number i had called which is ************.i called and decided to sign up after asking some questions.the deal was $25 a month unlimited everything and the followung month free.i specified i wanted to keep my number he said no ptoblem.i signed up and paid $27.14 with my credit card and was told id be emailed a tracking number.when i got the number it came up non existent.i called back and they said id recieve the sim card the next day and just put it in my phone and im good to go on new ******* came and never worked.i called them,now,theyre telling me i have to call customer service to activate.i also told them i wont use the sim until august 27 as i was paid up until ******* problem they ****** starts when i insert ******* my regular service is suspended as im switching ********* to activate tget want me to pay $50 to restore original service so they can activate new account.not what i was told so i demanded a refund that was charged august 14.i was ran around,put on hold and no one came back til this point,they hang up as soon as i call.i paid the $50 for my regular service so i have a phone.i want my $27.14 back plus a free month i was promised then ill find another carrier that doesnt lie and scam people.Business response
09/10/2024
r
September 10, 2024
FILED ELECTRONICALLY
Better Business Bureau
****************************
*************************
******************** File Number: 22220550
To Whom It May Concern:
T-Mobile ********* (T-Mobile) is in receipt of your correspondence dated August 30, 2024, regarding the account referenced in the above-mentioned file number.
T-Mobile regrets any concerns the complainant has regarding the account, and we appreciate the opportunity to respond to this matter. In reviewing this matter, the complainants concerns are pertaining an account not with ************************.
Upon review, T-Mobile has confirmed complainant is not a current T-Mobile customer and may be a ******************** customer. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response. T-Mobile regrets any inconvenience to **** *********.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE *********
****** *******
Executive ResponseCustomer response
09/10/2024
Complaint: 22220550
I am rejecting this response because:BBB sent to tmobile instead of ********************** dumb
Sincerely,
**** *********Business response
09/16/2024
September 13, 2024
Mr. **** *********
************************************
******, ** 18507
Re: BBB Complaint #********
************ - *************
Dear Mr. ******************** September 12, 2024, we received your complaint,dated August 30, 2024, filed with the Better Business Bureau.
You said that you responded to an advertisement to reduce your monthly rate by 50% (or $25.00 per month with one month free) and you paid $27.14. When you received the *** card, it did not work. You requested a refund of the $27.14 and one month of free service until you can switch to another carrier.
The screenshot of the text you received does not have a date, the tracking number (*****************) is incomplete and the order number you provided is not listed in your accounts order history.
A review of your bill and payment history does not show the $27.00 payment you reference. If this transaction occurred at a retail store, you will need to work with the stores management team as they are independently owned and operated; therefore, any amount paid to them was not received by Boost Mobile.
On August 27, 2024, you were informed that what you were requesting is not available.
To transfer your service to another carrier, you will need to contact customer service at **************** to obtain your account number and port-out PIN.
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
09/17/2024
Complaint: 22220550
I am rejecting this response because:they are lieing abd evading responsibility.why would a make this comolaint if these lieing thieves didnt scam me with a fake sim card.i sent proof and you say i didnt send a order number and as i originally said,the tracking number never worked thats why you cant find it because i couldnt either.just refund my money so i can move to a better company that doesnt lie or scam there custoners like these bunch of idiots.stop lieing boost you lowlife pos
Sincerely,
**** *********
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Customer Complaints Summary
4,787 total complaints in the last 3 years.
1,552 complaints closed in the last 12 months.