Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,058 total complaints in the last 3 years.
1,501 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/03/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Approximately an hour ago I started receiving emails from Boost Mobile calling me ******* and saying my service has been activated. Only problem is this isn't me and I don't do business with Boost Mobile. It appears that somebody has used my email whether intentionally or not and Boost Mobile simply decided not to verify that they are actually the owner of that email address. I contacted Boost Mobile over the phone and was told that I must submit a claim of fraud at **********************. This site request that I fill out and sign an affidavit, provide a copy of my ID, and proof of my residence. The affidavit request social security information and other personal information that I'm simply not willing to provide to a company that I do not wish to do business with and do not trust. All I want is for this email address ********************** to be removed from this account that is not mine. It would also be much better if going forward Boost Mobile would require emails to be verified before storing them on their accounts so that this doesn't happen again in the future to anyone else.
Business Response
Date: 12/09/2025
December 4, 2025

Mr. **** *********
******************
*********, ********

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

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

You said that the email address used for the account belongs to you and its usage was not authorized. You want it removed and for us to verify email addresses before allowing them to be placed on an account.

To make any changes to an account, the account owner must pass the verification process; therefore, we have reached out to the account owner and requested they provide a different email address for the account. We will make every effort to have your email address removed as quickly as possible.

Your feedback has been forwarded to the appropriate personnel.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 12/09/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********. They were able to reach the customer and correct the email address on file and they reached out to me to let me know I will no longer have to receive these messages! I also received an automated email referencing the email address change so I am confident this is fully resolved!

Thank you.

**** *********
Initial Complaint
Date:11/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got an email today saying that my Boost Mobile service account was activated and my service is ready. I did not sign up for and Ive never had a Boost mobile account. I live chatted with boost mobile and was told they could not help an id have to call. I called boost mobile and spoke with a representative who repeatedly needed me to spell out my email, yet she got it wrong every time. After 20 min of spelling and sounding out the letters, she finally pulled up the fraudulent account associated with my email. Ive told her I did not sign up for boost mobile and Id like to report this as fraud. She then proceeds to tell me that shed be happy to verify this email for me?! I clearly cannot get proper help through Boosts customer service channels. Please assist me in making sure my email is no longer associated with any Boost mobile account as I do not have one and never have! She told me she cannot do anything since Im not the account owner. I do not think she understands that the email associated with this account is MINE and not someone elses. The account associated with my email is fraudulent. Please contact me for any additional information.
Business Response
Date: 12/09/2025
December 3, 2025

Ms. ****** *******
TX 78245

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

Dear Ms. ****************** December 1, 2025, we received your complaint, dated November 30, 2025, filed with the Better Business Bureau.

You said that you received an email informing you that your account was activated and ready to begin service; however, you never authorized the opening of the account or the use of your email address.

When we spoke today, I informed you that we have no way of knowing how the individual who provided your email address obtained it; nevertheless, it has been removed and the account is not active.

We apologize for any inconvenience this may have caused.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 12/09/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

****** *******
Initial Complaint
Date:11/25/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife went to the ********* store for boost mobile in ******* mi they quoted her $397.50 and told her it was for 3 lines unlimited 3 celero plus 5g phones and when she asked to see the phones the lady didn't not give a answer and when my wife payed they told her they had no phones in stock after making the payment she asked for her refund all they did was scan the original receipt and gave her this receipt that I took a picture of which is a return receipt I still haven't got my refund yet I read some of the reviews after that day and a lot of reviews are that they didn't receive there money back so that is why I want my refund I think I am getting scammed and that one of the reviews says that they got there boost licence revoked. It happened on 11/24/2025 please help I called boost customer service and they told me that I should receive my refund but I haven't even received it and it shows they took there money out of my bank and I'm still waiting for my refund of $397.50
Business Response
Date: 12/09/2025
December 9, 2025

Mr. ***** ****
****************************
*******, MI 48601

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

Dear Mr. *************** November 25, 2025, we received your complaint, dated November 25, 2025, filed with the Better Business Bureau.

You stated that you purchased three devices from a retail store and then learned they were out of stock. They then provided you with a refund receipt, but you have yet to receive the refund. You requested it be expedited.

When we spoke, I informed you that we would initiate an investigation.

You were then contacted by an agent who informed you that the store in question has since been closed. You were offered a one-time account credit of $110.84 in lieu of a refund, which you accepted as a resolution.

We regret that your experience was unfavorable.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 12/09/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

***** ****
Initial Complaint
Date:11/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed upf or boost mobile, thought it was going to be a good experience, but ever since then, i have had terrible experience with them. The service wouldn't work. I could only message or call, but I signed up for data, and worse of all, accused of using all of that service already even though I didn't use any of it. I added data hotspot, and it says connected, but no internet service. **************** claims I've already used it all up even though I haven't used any of it, when it clearly keeps saying this. I have not able to experience boost mobile, yet It also says 10 dollars for the first two months, i paid for the first month, but see i owe 26 dollars next month, even though its supposed to say 10 dollars. I got nothing out of this service, and paid 20 dollars altogether, I would like a refund back. This is unacceptable. Worst company ever. Nothing ever worked, yet to say I used it all up, when clearly, I haven't. It said zero used even though they said I used all of it and can't request a refund.
Business Response
Date: 12/05/2025
November 19, 2025

Ms. ******* *****
2410 Sigmar Ln.
**********************

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

Dear Ms. **************** November 17, 2025, we received your complaint,dated November 15, 2025, filed with the Better Business Bureau.

You stated that you experienced intermittent service coverage in your area and your data depleted quicker than anticipated. You also opted to add a hotspot and had difficulty with internet use. In addition, you expressed concern about your billing statement being higher than expected.

A review of your account found that your line is scheduled to be disconnected. A refund totaling $21.42 has been issued to the card ending in 7050. Please allow 7-10 business days for processing. Please note that autopay has also been disabled on your account as a courtesy.

We apologize for any inconvenience.

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

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 12/05/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

******* *****
Initial Complaint
Date:11/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am so upset! I have been a customer of ****************** for ** years. Ive left the company and came back but what I just experienced is completely unacceptable! I have two lines. I requested transfer pins for both because Ive been paying $80 a month when I was told it would only be $50 for both. Anywho, I received the pins and was told my phones were unlocked. I went to set up service for both only to find out that my phone was locked. After waiting two days & being told Id receive a pin I did NOT & I was forced to pay for another month of service because they told me they would suspend my service and Id lose both my numbers because they wouldnt allow me to pay half for the time it would take to transfer or give me *****. Even though it states you have a 10 day ***** period online. All for a number Ive had for 20 years. My other phone still cant be used without a pin. Ive set up service with another company and can not use my phone without the pin to unlock it. Ive spoken to 4 reps and I want nothing more than to be done with this company forever! Id also like my $50.00 back since they are the cause of me not being able to use my phone that I paid outright for and have had over a year and being forced to add another month of service or I would lose my number. I even sat waiting for a supervisor for an hour and 30 mins. All they do is lie. Ive expressed my frustrations with no resolve only hesitation. As someone who use to go in the grocery store to buy cards to add minutes to talk when this company came about I can tell you Ive never been more disappointed to be a customer. I just want the money back I was left with no other option but to pay to keep my number back and to be done with those company for good and hopefully receive my $50 to move my service over to anywhere but here. EXPEDITIOUSLY!
Business Response
Date: 12/05/2025
November 15, 2025

Ms. ******* *********
****************************
**********************;

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

Dear Ms. ******************** November 14, 2025, we received your complaint, dated November 14, 2025, filed with the Better Business Bureau.

You requested to port both lines and devices to a new provider, but one of your devices was not unlocked on time so you had to pay for another month of service. You also expressed frustration with the customer service you received. You requested a refund and to port out your phone number.

When we spoke, I informed you that your device is unlocked, but your port-out PIN expires today. I sent you a new port-out PIN that expires in four days.

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. As an exception to our policy, a $50.00 refund was issued to the card ending in 3906 on November 15, 2025. Please allow 3-5 business days for processing.

Thank you for taking the time to share your feedback. I apologize about your recent experience and that our service did not meet your expectations as this is not the level of service we aim to provide.

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

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 12/05/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

******* *********
Initial Complaint
Date:11/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a Boost Mobile customer. I have NEVER received adequate service. Even when I have reception, the data speed is so slow it is unusuable.When I contact Boost Mobile, they evade responsibility, refuse to address the issue and refuse to close my account. However, they continue to deduct monthly payments from my bank account.
Business Response
Date: 11/18/2025
November 14, 2025

Mr. ****** *******
****************
********, ** 43220

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

Dear Mr. ****************** November 14, 2025, we received your complaint, dated November 14, 2025, filed with the Better Business Bureau.

You stated you never received adequate service and the data is slow. You said customer service refused to address the issue or close your account. You requested a refund.

Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.

When we spoke, you informed me that your data is currently working. Please note that once you use 30 gigabytes of your data, it will be throttled.

A review of your calls show that you did not address the service issues. Additionally, when you requested to disconnect service, you were transferred to the correct department to have this completed. However, you demanded a refund, a supervisor, or technical support so the cancellation request was not completed. Had the service been cancel as requested you would have been billed the remainder of the device loan. This will still happen if you choose to cancel your service, meaning you will be responsible for paying off the remaining balance of the loan.

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 declined.

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

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************;
                ********* *****
Customer Answer
Date: 11/18/2025

Complaint: 24148187

I am rejecting this response because:
My phone service has never worked and the technical support is laughable at best.

Sincerely,

****** *******
Initial Complaint
Date:11/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 iphones directly from ***** and during this process I indicated that I would use Boost as the carrier. The problem is that the iphones haven't even been delivered yet and Boost is charging me for the service - which I didn't activate or use.I want to cancel everything and have those fees waived. Could not do that online or by calling customer support.
Business Response
Date: 11/14/2025
November 14, 2025

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

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

Dear Mr. *************** November 13, 2025, we received your complaint, dated November 13, 2025, filed with the Better Business Bureau.

You stated that you purchased two iPhones directly from *****. You have not received these devices, but the account was activated. You requested a billing adjustment.

Our records indicate that adjustments were made to the account on November 13, 2025, to zero out the outstanding balance due.

We apologize for any inconvenience you may have experienced.

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

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 11/14/2025

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
Date:11/12/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
* On November 11, 2025 at approximately **8:00 PM EST**, I received a phone call from someone identifying themselves as a Boost agent. They told me someone was attempting to purchase an iPhone on my account. When I informed them I did *not* authorize this purchase, I was told the transaction would be blocked.* Despite that, an iPhone ***was added*** to my account, and my existing TCL device was removed.* I subsequently discovered fraudulent transactions on one of my bank accounts tied to the phone number/account involved.* I called Boost Mobile at **8:00 AM EST on November 12, 2025** (when your office opened) to report the fraud and seek resolution. As of **10:45 AM EST**, no satisfactory resolution has been provided.* In the process of dealing with this, I have been offered only a $10 credit, then a $25 credit. When I asked for a one-month service credit (valued at $58.27) given the severity of the incident and service disruption, I was told no further credit would be offered.
Business Response
Date: 11/14/2025
November 13, 2025

Ms. ****** ******
*********************
******, ** 30519

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

Dear Ms. ***************** November 12, 2025, we received your complaint, dated November 12, 2025, filed with the Better Business Bureau.

You said someone activated an iPhone to your account without your authorization and made fraudulent transactions. You expressed frustration with only receiving a $25.00 credit.

Boost Mobile takes the security of our customersinformation and accounts very seriously. While we regret this unfortunate situation, Boost Mobile maintains that we share no liability for access to your third-party applications, as our investigation revealed that the changes to your account were made after authorization by someone with knowledge of your account security information, including your PIN. You confirmed you updated your security PIN and password.

While ******************** regrets that your bank account was accessed, we are not liable for any unauthorized access to your financial accounts. Specifically, under the Boost Mobile Terms and Conditions, Boost Mobile is not responsible for any unauthorized access, disruption,withdrawals, or other unpermitted activities in or relating to your other accounts maintained and controlled by other account providers for which you decide to use SMS two- factor authentication. Boost Mobile does not control or maintain your bank account or ****** account. We encourage you to contact your financial institution for more information on securing your third-party accounts

You have been provided with $50.00 in credits so far as a courtesy. I applied an additional one-time courtesy credit of $8.21 today.

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

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:11/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov 10, 2025 at 6:35 PM EST, I paid $81.08 via the Boost Mobile app to restore my suspended line (GalaxyS25Ultra, *************). The app confirmed my payment and stated my service would be restored within an hour, but my line was not reinstated.The app misrepresented the required amount; it showed $81.08 was sufficient and did not provide the option to pay the full past-due balance. I relied on this information to restore service for urgent health and safety reasons, including contacting shelters, my homeless coordinator, and my sons doctors.I contacted live chat twice:******* ignored my concerns and ended the chat early.**** repeatedly told me to call (which I cannot do as I have no working phone) and ended the chat without resolution.I demand immediate service restoration or a full refund of $81.08, and I set a deadline of Nov 14, 2025 at 5:00 PM EST. I have attached screenshots of the app, payment confirmation, and chat transcripts.Boost Mobiles actions appear to violate Massachusetts consumer protection laws (Chapter 93A) due to misrepresentation and failure to provide paid-for service. I am pursuing formal complaints with the ***, ****, ***, and Massachusetts Attorney General, and legal action if not resolved.
Business Response
Date: 12/05/2025
November 18, 2025

Ms. ****** *******
***************
********, MA 01020

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

Dear Ms. ****************** November 12, 2025, we received your complaint, dated November 11, 2025, filed with the Better Business Bureau.

You said that your service was interrupted for non-payment. You indicated that you received an email saying you only needed to pay $81.07, which you did. However, you were unaware of the remaining past-due balance leading to the interruption. You requested that your account be restored without paying the remaining $81.07 balance.

On November 11, 2025, we received an email from you with this same complaint. My attempt to reach you at ************** that day was unsuccessful. The following day, my team emailed you that we waived the remaining balance owed on your account and your service was restored as an exception.

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

Sincerely,

**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 12/05/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

****** *******
Initial Complaint
Date:11/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Joined Boost mobile on 10/30/2025 from T-mobile because I often lost signals with Tmobile and boost mobile provided 30-day money back guarantee. I bare couldn't use my cell phone in many places of bay area. I called the customer service a couple of times to solve the issue. Unfortunately, they didn't have any effective method except asking me to restart phone and resetting net work or give me some discount for next month. Finally I decided to port my number out. On 11/6/2025, a boost mobile agent whose name is ******* gave me my account number and transfer pin and told me they would issue the refund 2 days later once I ported out from boost mobile because I totally met the requirement of 30-day money back guarantee. I ported my number out from boost mobile to ******* immediately after getting my account # and pin. Today I called to inquiry the refund. They told me they couldn't locate my account, so they wouldn't refund me. .
Business Response
Date: 11/14/2025
November 12, 2025

Fengsong Qin
***********************************************************
*******************

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

Dear Fengsong Qin:

On November 11, 2025, we received your complaint,dated November 11, 2025, filed with the Better Business Bureau.

You stated that you ported your phone number out due to issues with service and you qualify for the 30-Day Money-Back Guarantee, but customer care was unable to identify your account. You requested a refund.

In order to be considered eligible for the 30-Day Money-Back Guarantee, you must have created and activated a new account, ported in your phone number, enrolled in autopay and requested a refund within 30 days of account initiation. A review of your account shows that autopay was disabled at the time of service disconnection causing you to be ineligible according to the above policy.

We regret that your experience was unfavorable.

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

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 11/14/2025

Complaint: 24134694

I am rejecting this response because: They are totally lying. I ported out from Boost to Tmobil on 11/6 when I was still in autopay. I called boost on 11/11 and they didnt issue the refund. I worried about they charged me by auto pay so I canceled it.
Thanks,
Fengsong

Sincerely,

Fengsong Qin
Business Response
Date: 11/24/2025
November 24, 2025

Fengsong Qin
***********************************************************
*******************

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

Dear Fengsong Qin:

On November 20, 2025, we received your rebuttal,dated November 20, 2025, filed with the Better Business Bureau.

You maintain that you ported out on November 6, 2025, and you requested a refund on November 11, 2025. You said that you canceled autopay and therefore request a refund for your final payment.

In the interest of customer service,a refund of $51.61 was issued to the credit/debit card ending in 6123. Please allow 7-10 business days for processing.

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

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

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

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