ComplaintsforBoost Mobile

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 1st It was for ***** dollars I tried to finance one of their phones and they deny me after I was approved they charged me $60 then told me I was denied told me I would get my refund within 72 hours and they never gave it to me so I called back everyday from September 1st all the way until the 11th of today first it was 72 hours I didn't get it back then it was 7 to 10 business days then it was 3 to 5 business days then it was another 10 days then they said they didn't do refunds then they said he credited to my Boost account which that's not where the money came from it came from my debit card then it came from that on my account to one business day which was supposed to be the money was supposed to be on there today and it's still not on there I am just so over these people boost is knowing nothing but robbing everybody that is a customer to them they even charge $4 just the process of a payment with their customer service they charge you for everything I paid over it almost $1,000 for two phones and was supposed to get 3 months worth of free payments no bills and they charged me I was even a month into my phone plan and on September 29th they were trying to charge me for another $60 payment I don't know how that happened when I had paid all the way up until October so they credited me and paid that $60 with the credit they gave me cuz I wanted to suspend my account then one of my phones got stolen I asked him to suspend it and they were going to try to cancel my whole entire plan take my phone including so if I would have canceled my phone that got stolen they were going to cancel my phone as well so I had to suspend the phone it was suspended and they were still able to use the phone they told me there was no calls allowed to come in or out of that phone now it's active again somebody said that they had cleared the problem it was stolen how can you clear the problem they fixed it there's no problem it was stolen it should never have been activated again

  Business response

  09/24/2024

  September 18, 2024
  
  
  Ms. ******* *******
  ***************************
  ************************;
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20468
  
  Dear Ms. ****************** September 12, 2024, we received your complaint, dated September 11, 2024, filed with the Better Business Bureau.
  
  You said you attempted to finance a device and paid $60.00, but your financing was rejected and you never received a refund. You also expressed frustration with the $4.00 convenience fee charged when you make a payment over the phone with an agent. In addition, you were supposed to get a credit to cover two months of service, but you did not. Furthermore, when you wanted to suspend one of the lines on your account, you were told both lines would be suspended.
  
  My attempts to contact you at ************** on September 17 and 18, 2024, were unsuccessful, but I left a message each time. I also sent emails to *************************** and *************************** with a request that you contact me.
  
  Our records show the order placed on September 1, 2024, was canceled and any pending transaction was as well. Because no monies were taken,no refund will be issued.
  
  As stated in Boost Mobile's terms and conditions, "We may charge activation, prepayment, reactivation, program, or other fees to establish, change, or maintain service. Certain transactions may also be subject to a charge (for example, convenience payment, changing phone numbers,handset upgrades, etc.)."
  
  There is no record of you being offered a credit to cover two months of service. Our records show you received two credits totaling $100.00 on September 8, 2024.
  
  You may report a line as lost or stolen, port a line to a new provider, or cancel a line altogether without affecting the other line on the account. If you would like further assistance with this, please reach out to me directly at ************** or ****************************************.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a phone to boost mobile my power button is stuck on the inside now without a phone I sent it in and they have replaced my phone I have insurance I need my phone I'm disabled I go to the doctor

  Business response

  09/18/2024

  September 12, 2024
  
  
  
  Ms. ******* *******
  2232 Silver Ct.
  *********************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. ****************** September 11, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You stated that your device is broken and you need it replaced.
  
  Boost Mobile offers optional phone protection through Likewize. Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit *********************** or call ****************.
  
  A review of your account reflects that you have the Boost Protect Tier 1 on the device. If you are indicating the device is broken, please contact Likewize to file a claim. 
  
  My attempt to contact you on September 11, 2024, to advise you of the above information was unsuccessful.
  
  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
  
                  ****** ********
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 31, 2024, I purchased a new ******* Galaxy A35 5G phone from Boost Mobile's website. Total cost $426.99. On the September 5th it was delivered. I followed the instructions to activate it to no avail. I called their activation number and was on the phone with them for over three hours. They couldn't activate it. I went into the store and spent another 3 1/2 hours while they tried. No luck. I have repeatedly asked for authorization to return it and get a refund. They say they issued the email to do that. I have at to receive it. Since then they deactivated my old phone. I need them to take the new phone back and return my money.

  Business response

  09/24/2024

  September 19, 2024
  
  
  
  Ms. ****** *****
  ***************************************** NW
  ******, OH 44485
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20386
  
  Dear Ms. **************** September 11, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You said you purchased a device, but you were unable to activate it and requested to return it. You indicated that you never received an email with return instructions. You requested to receive a refund.
  
  Our records show we received your device and a refund of $426.99 was issued on September 11, 2024.
  
  We apologize for any inconvenience.
  
  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

  09/24/2024

   
  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

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several Boost Mobile agents have told me that I am unable to upgrade until after making 13 monthly payments although it clearly states all over their website and promotional material about their Infinite Access plan that customers are only required to make 12 monthly payments before being eligible to upgrade. I also was told to refer to my loan agreement for more information yet there is no mention of upgrading in the entire agreement. Additionally, agents are unable to tell me where on their website or in my agreement does it say customers have to wait 12 entire months (which would equal to 13 payments as my bill for next month would be generated before I can even put in an order) after activating their phone to upgrade. This entire debacle makes absolutely no sense considering I actually pre-ordered the phone I currently have from Boost Mobile last year. Why am I now unable to do so this year?

  Business response

  09/18/2024

  September 11, 2024
  
  
  
  ****** *******
  *******************
  ****************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20382
  
  Dear ****** *******:
  
  On September 11, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You stated that you were told you are unable to upgrade after 13 monthly payments, although the website indicates only 12 payments are required. You requested to be able to upgrade your device.
  
  Customers are eligible for an annual upgrade from Boost Mobile (i.e. each year that they remain on the Infinite Access plan)to a qualifying phone after maintaining at least *********************************************** good standing (including, without limitation, remaining current in their payments) for such year. For more information, please visit ***************************************************************************************************.
  
  A review of your account reflects that it was activated on September 24, 2023, and you become eligible to upgrade after September 24, 2024. We decline your request to remove the restriction to allow you to upgrade early.
  
  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

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with boost mobile the end of August was given an autopsy date of 9-28-2024 got an email today telling me if I didnt pay the amount due but the end of business day I would lose my services when I called I was given an answer that my date had changed because my type of acct had changed. I was not given any notice at all. The customer service is horrible you cant get an explanation of why this happened if they set an autopsy date they should stick with it!! I cant afford to be without my phones

  Business response

  09/18/2024

  September 11, 2024
  
  
  
  Ms. ***** **********
  ********************
  ********, ** 24136 
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20356
  
  Dear Ms. ********************* September 10, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You stated that you were provided a due date of September 28, 2024. However, you received an email saying that if a payment was not made by the end of the day on September 10, 2024, your service would be interrupted. You also expressed dissatisfaction with the customer service you received. You requested a billing adjustment.
  
  Boost Mobile customers who choose to bring their own device or purchase the device outright will be set up with a Prepaid account. ******************** customers who choose to finance a device and/or select one of the Infinite Access Plans will be set up as a Buy Now, Pay Later or Postpaid account. For more information, please visit ****************************************************************;
  
  A review of your account reflects that on August 24, 2024, you elected to finance three devices, which made your account postpaid. Please note that had you brought your own devices, the account would have been prepaid with the due date around September 22, 2024. On August *******, your first bill generated, which advised you the due date would be September 10, 2024. Please note that you do have a ten-day ***** period to make a payment prior to service being interrupted.
  
  We decline your request for a billing adjustment.
  
  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

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told by the employee that I may not receive a refund ??. I bought the phone in the store, not pleased with the performance of the model wanted a refund. The employee was giving me the run around stating that there is nothing wrong with the phone. I am now home with this phone and it's operating slowly .I also originally went there for a different model from their website.

  Business response

  09/24/2024

  September 12, 2024
  
  
  
  Mr. ****** *******
  ******************** D-4
  **********, CT 06605
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20435
  
  Dear Mr. ****************** September 11, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a device in-store,but you were unhappy with the performance. You mentioned that you also wanted a different model. You requested a refund.
  
  Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. As no funds were paid directly to us for your device, we are unable to issue a refund. Please revisit the store where you purchased the device for further assistance.
  
  Sincerely,
  
  
  
  ******** ********
  Sr. Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/31 I filed an insurance claim with boost Mobile. Unfortunately my claim was not accepted due to my device still being under manufacturer warranty. At which point my device was submitted to the manufacturer to be fixed / replaced. Subsequently I had to in fact I a device because I utilize my phone for work I spoke with boost Mobile about possibly being reimbursed now that my repair device has been returned to me. Boost Mobile told me that that was in fact not possible. also I had to buy insurance for every device I buy. The policies are non transferable

  Business response

  10/01/2024

  September 30, 2024
  
  
  
  Mr. **** *****
  ******************************************************************************************;
  
  Re:          BBB Complaint #********
                  ************ -2024-09-20289
  
  Dear Mr. **************** September 10, 2024, we received your complaint, dated September 10, 2024, filed with the Better Business Bureau.
  
  You said that on August 31, 2024, you filed an insurance claim with Boost Mobile due to issues with your device. You were then directed to your device manufacturer, as the warranty was active. You sent your device off for repairs, but you needed to buy another device in the meantime,as having a phone is important for your work. You requested reimbursement for the second device.
  
  You are not required to purchase Boost Protect to activate wireless service. Boost Protect is a combination of an insurance policy and a service contract. The insurance policy covers loss and theft. The service contract covers accidental damage from handling or mechanical and electrical failure. You may also purchase these options separately. The insurance policy coverage may provide a duplicate of other sources of coverage.For more details, visit *************************************************************.
  
  Your refund request for the purchased device is denied.
  
  Sincerely,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **********************************************
                  ******,CO 80210
  
                ***** *****
  

  Customer response

  10/01/2024

   
  Complaint: 22263763
  
  I am rejecting this response because I should not have had to buy a device until my repair device came back to me. Do to me having insurance that should have included a clause for a loan device which in fact you guys have had on your website / app page. Also I have been paying for the last 90 days to insurance contracts/tiers for two different devices one of which is not even in my possession and to be perfectly honest being reimbursed for the device I had to buy is in fact reasonable. And it shows appreciation for me as a customer and my business
  
  Sincerely,
  
  **** *****

  Customer response

  10/01/2024

  Again in filing the insurance claim it's my understanding that via the insurance I will be eligible for a loaner device or the device will be sent overnight. However in this instance the insurance company will not honor the claim and referred me to the manufacturer in any event I use my phone for work and with my line being down it cost me money the issue me losing money I can make up for overtime but for me to have to buy a whole separate device just so I can continue to work I don't feel I still have to bear the brunt of the cost of that if you look at my account you'll see I paid 50 some odd dollars for a replacement device and even with that device I had to get insurance on it. All I'm asking for is this reimbursement for the device I had to buy so that I could continue to work until my initial device was returning me

• Initial Complaint

  09/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased first month of Unlimited $25/month service from Boost Mobile on 9/3/24 first month half price for $12.61. I received a *** card via *** on 9/6/24. I attempted to activate service unsuccessfully, due to Boost *** card not recognized by Boost when inserted in my phone. I contacted Boost representative by phone and was assured activation would take place remotely. I never received an emailed confirmation of activation I was told to expect. I visited a Boost Mobile store and was told that I was sent a black *** card, but only a white *** card would work in my phone. The representative called his support person and this was confirmed, but they refused to send me a white *** card and told me it was highly unlikely that I would receive a refund, even though there was a current 30-Day Money-Back Guarantee for online purchases for service fee refund if customer was dissatisfied. I did Port-In of phone number and auto-pay as required. I was advised to dispute the charge on my debit card with my credit union to attempt to recoup my payment. One of the conditions for the Money-Back Guarantee was activation of service, but I was unable to fulfill this, due to Boost Mobile refusing to replace the black *** card they sent (that wouldn't work in my phone) with a white *** card that their store representative has proven would work in my phone and his support person confirmed by phone that was the *** card needed to activate my phone.

  Business response

  09/18/2024

  September 10, 2024
  
  
  
  Ms. ****** *******
  ************************
  *******, ** 67204 
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20225
  
  Dear Ms. ****************** September 9, 2024, we received your complaint, dated September 8, 2024, filed with the Better Business Bureau.
  
  You stated that you signed up for a promotion where you paid half price, $12.61, for your first month of service,and afterwards, it would be $25.00 monthly. You indicated that the *** card was delivered on September 6, 2024; however, you were unable to activate it, as your device is not compatible with the network. You mentioned that customer care was unable to issue a different *** card that would work. You requested a refund. 
  
  On September 10, 2024, a refund of $12.61 was issued to your card ending in 2080.
  
  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

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Boost Mobile representatives has manipulated their tracking information to steal the iPhone I ordered. My iPhone was soon stolen by boost mobile representatives. My phone is active under my name and I am currently paid up yet the boost mobile representative has left my phone open to theft and fraud. Boost representative has basically stolen my phone and has refused to send it. Legally the phone is activated under my name, I m currently paying for it yet boost mobile decided to reroute my phone in an attempt to harass and steal.

  Business response

  09/24/2024

  September 19, 2024
  
  
  
  Ms. ****** ****
  *********************************************************
  **************************;
  
  Re:          BBB Complaint #********
                  ************** -2024-09-20209
  
  Dear Ms. *************** September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
  
  You stated a Boost Mobile agent manipulated the tracking information and stole your device. You indicated that the device belongs to you because it is active under your name. You requested a replacement.
  
  Your order was canceled by risk management and a new device will not be sent out. Additionally, you received a refund of $129.32 for the device in question on September 11, 2024.
  
  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
  
                  ****** ********
  
  

*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. ↩