ComplaintsforBoost Mobile

Mobile Phone Service

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
04/12/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,Im traveling and wanted to unlock my iphone 12 that I have had for nearly a year with Boost mobile so I can put a sim card from the country I am currently in. I have paid all my bills until the prospective unlocking date which they mention is June 4, 2024 but despite that they will not accept to unlock it even a day before that date even though my future bills have been paid with account balance. I regret dealing with this company that seemingly gets so much pleasure from giving their customers unpleasant experience and hardship.
Business response
04/26/2024
April 23, 2024

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

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

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

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

You said that you are traveling and you would like your phone unlocked, but your request was denied.

Boost Mobile sells phones for substantially less than the Manufacturers Suggested Retail Price (MSRP); therefore, we require that the phone remain active on an account for 12 consecutive months. However, since you are just over one month from meeting this criterion, I made an exception and initiated the unlocking process. Please ensure the phone is powered on and connected to a Wi-Fi network.

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
04/26/2024

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
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought this service a few months ago under the impression that this company was using technology of the future. I am supposed to have great cell service, and 5G. Even when I have full bars and 5G displayed on my phone, I can not perform regular functions on normal basis such as text message or phone call. I have contacted customer support since day one with issues. I would assume not providing adequate service to me on a contractual basis could be considered a breach of contract in some sense. They have tried to refresh my SIM card, my signal, and my phone with no success. I am trying to leave this service, but they are requiring me to pay off my phone of over ***** dollars. I offered to return it, then requested to return due to the only reason I am trying to leave is cause of their unreliable service. They have refused. Now they are telling me that if I were to pay it off, it would be multiple days before I can actually have it unlocked, meaning I am forced to be with them longer. They advertised a service, that is not just not true. I also paid for international roaming, it did not work as advertised. I contacted them immediately after my trip before my bill came out, they said they would look into it. Now, I just paid my bill, and they refused to issue a refund for the amount for the international roaming. This company has not lived up to their promises or advertised abilities. I just want to leave this company. I would like them to accept my refund of the phone and just be done with it. I will be forced to pay over ***** dollars to leave. I do not feel that is ok since they have not delivered on their advertised promises.
Business response
04/26/2024
April 23, 2024

*********************
**************************************** 2
*******************

Re:          BBB Complaint #********
795809009675 - ************

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

On April 10, 2024, we received your complaint, dated April 10, 2024, filed with the Better Business Bureau.

You said you signed up a few months ago,but have had ongoing unresolved service issues. You contacted us to return your device, cancel the financing contract and account; however, you were told you would have to pay over $1,000.00 to cancel and have the device unlocked. You also had problems with international calling we refused to refund.

When we spoke on April 23, 2024, I informed you that we offer a 30-day money-back guarantee, but your account was activated on January 4, 2024. Nonetheless, I will make an exception and allow you to return the device. Once received in acceptable condition, the financing of the device and the account will be canceled. You will need to arrange with your new provider to retain your phone number by porting it out to them. You accepted this resolution.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                *****************************
Customer response
04/26/2024

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.
However, I am still waiting on confirmation email from Boost (which was said I would receive in phone call with Boost), as well as the pre-paid packaging to return device (that is said Id receive in phone call with Boost). Until then, this issue will not be resolved. But I do accept the proposed solution once the stated steps are completed.
It was a pleasure speaking with Boost representative, very nice and very accommodating.

Sincerely,

*****************
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased the ******** Razr 2023 from my carrier, Boost Mobile, in October of 2023. Upon receipt of the phone I activated it according to the instructions and have been using it ever since. In February ******************************************************************************************************* an additional $400 for the phone which they did. I called them immediately and after confirming all the numbers listed in my phone the rep said that this was a known problem and they were working on it. They said I would receive my refund possibly within 5-7 days. Well Ive since placed 6 additional calls and on the last one was told my refund request was refused because I didnt activate the phone. Back to square one. So how does a company this large not have the correct information in their system? I have been with them for 11 yearsthey should have all my info! And 2 reps said this was a known problem however the last person I talked to feigned ignorance of it. And when I asked him who I could speak to in the ************ he told me that there was nobody there to speak witheverything is done by paperworksubmit a ticket and wait for their decisionwhoever they are. So Im obviously getting the runaround here and I am seeking my refund of $400 to my credit cardnot with credits in my Boost Mobile account. Oh and yesterday they suspended my account for nonpayment which was incorrect as Im on auto pay and have the thank you for your payment text from my most recent paymentalways on time and in the correct amount. Theres definitely something very wrong happening with this company.
Business response
04/18/2024
April 10, 2024

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

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

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

On April 9, 2024, we received your complaint, dated April 9,2024, filed with the Better Business Bureau.

You stated that you purchased a ******** Razr in October **************************************************** February 2024 you received an email advising you that since you did not activate the device, you would be charged $400.00 for it. You said that you contacted customer service and informed them the phone was activated, but you were charged anyway and your efforts to obtain a refund were unsuccessful. You also indicated that your services were interrupted even though your account was on automatic payments.You requested a refund.

Our terms and conditions state that if you purchase a discounted device from us, it must be activated within ************************************************************* other payment method we have on file. A review of your account reflects that the device purchased with order number 5299-819303-9008 was not activated, which is why the $425.01 charge occurred on February 16, 2024.

Our records indicate that your account was briefly interrupted due to a systematic error; however, this was resolved on April 8,2024.

On April 10, 2024, a refund of $425.01 was issued to the card ending in 8577. In the interest of customer service, a courtesy credit of $35.00 has also been applied to your account.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

                *********************
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
12/20/23 went to T-Mobile, ****** said if we change plans the 5 of us could trade our phones in for a discount and can upgrade phones every 2 yrs. I asked how much our plan would increase, he said $8/mo. We were paying $110/mo and it would be $118/mo. On next bill we were charged $210/mo. I called store 1/4/24 and spoke to asst ******* ******** who said ******* will call me. Since I did not hear from him, I went to store 1/5/24 and spoke to ******* ****. Though no customers in the store, **** said he was too busy to look into it but would do so later and it would be fixed, but may take a couple months for customer service to get the billing correct. I called **** 1/12/24 and he said there is nothing he can do at this time, I asked for a supervisor I could call and he said supervisor ******* in ******** will not be able to do anything and I can dial 611 for customer service. 1/12/24 I called 611, and spoke to ***** who said our current plan was no longer available since we switched and the $210/month plan is all there is. She transferred me to supervisor ****** and ****** said she would have a district ******* call me. Since no one called me, 1/18/24, I went to the store and spoke to **** and ******, who said I should only be billed $118 a month and to keep trying to get customer service to fix the issue. **************** and the Store do not deny that the store told me $118/mo but CS will not fix it. They said they should have quoted me $210/mo. On 1/19 I paid bill even though billed incorrect. 1/29 I called CS and ****** said nothing they can do, store told me wrong amount and they won't change it. Supervisor ****** credited me $100 one time for inconvenience. Sadly, Over these next 2 years I will be overcharged $2208 because of their error. If I cancel my plan, I would have to pay them back the discount they gave me on all 5 phones and I can't get my original phones back because they already disposed of them so I am literally stuck with their scam!
Business response
04/18/2024
April 10, 2024

****************** and **********************************
1561 **************
*********, ** 44212

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

Dear Mr. and *****************:

On April 9, 2024, we received your complaint, dated April 9,2024, filed with the Better Business Bureau.

You said that you were promised a monthly rate at a store for five phones of $118.00. You indicated that you were paying $110.00 a month prior. After upgrading all five devices, you received a bill for $210.00. You mentioned that you received a $100.00 account credit once, but customer care advised you that they gave you the wrong rate. You were unable to correct this issue and requested a billing adjustment.

During our email correspondence, you advised me that this complaint is with the Brunswick, OH T-Mobile store, and not with Boost Mobile. We recommend that you contact T-Mobile directly for further assistance.

Sincerely,

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

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

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

Customer response
04/18/2024
I filed a complaint and it was sent to the wrong company (BOOST instead of TMOBILE).
Therefore, I still need the original complaint submitted to **Mobile ************* and the Brunswick Store location (and not Boost.)
The **Mobile contact information:
**Mobile Customer Relations
PO Box 37380
***********, NM 87176-7380
Call: **************
AND
**Mobile Authorized Retailer
**Mobile Center Rd & Old Eagle Dr
Open 10:00 am - 8:00 pm
**********************************************************************
Initial Complaint
04/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im having issues with boost mobile transferring my number to mint mobile its been 3 days since the request and so far nothing has been resolved, I contacted the boost customer service line 5x and they said there is nothing they can do, Im at loss I feel like Im going insane and I need my old number back.
Business response
04/23/2024
April 15, 2024

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

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

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

On April 8, 2024, we received your complaint, dated April 7, 2024, filed with the Better Business Bureau.

You stated that you experienced difficulties porting out your phone number to a new provider. You requested this process be completed.

Our records indicate that you contacted customer care and received your porting information on April 4, 2024. The same day, your phone number was ported to a new provider.

Sincerely,

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

**************************************************************** / ******* Better Business Bureau
                *************************************350
                ******, ** 80210

*****************************
Customer response
04/23/2024

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
04/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Good evening, I am emailing to let you know that I am a new boost mobile customer. I have a question for the office of the president about their products and services, and policies. Thank you
Business response
04/18/2024
April 9, 2024

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

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

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

On April 8, 2024, we received your complaint, dated April 6,2024, filed with the Better Business Bureau.

You said you have questions regarding products, services and policies, and you requested to speak to someone. You also requested a billing adjustment.

When we spoke, you requested a refund, as you stated you were misinformed about our service and whether or not your current device would be compatible. I informed you that the device listed on your account is compatible with Boost Mobile, and I attempted to obtain additional information from you, but you were not receptive and ended the call.

Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. Please request a refund from the store where you made payment.

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
04/18/2024
Good afternoon, I am requesting a full refund of fifty dollars. They're website is misleading as was their store representatives *** and Oais. They never answered the phone when I called the store. And I had to ask for a receipt and account through the customer service department. *** entered someone else's name on my account the woman at customer service told me. There's scammers! I asked him and *** denied it! I need the fifty dollars back. Thank you
Customer response
04/21/2024
Good afternoon, I had an account with ****************** #************ the store representative *** and oais lied located at ************************************ that he needs proof from corporate *** when **** said to contact the store. I'm asking boost mobile to give me the refund of fifty dollars or I'll take them to court.they lied and misled me it's my money not there's! Call the store corporate talk to *** the manager and Smeer, and osis. I'll keep contacting them until they give refund the fifty dollars
Desired Resolution: Refund
Initial Complaint
04/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In fall 2023 we purchased a phone through Boost and activated it immediately. In February we were charged $216 for supposedly not having activated the device (receiving the notice on the phone that was supposedly inactive). We called, provided the device info, and after much arguing about the fact that yes, in fact, the device was activated etc., were told we would receive a refund. No refund. In March we called, reiterated the situation, and were told that we would receive a refund. No refund. In April I'm calling again, reiterating the situation, providing ticket reference numbers, etc. and they are mysteriously disconnecting me from the help center calls.
Business response
04/23/2024
April 18, 2024

Ms. ***********************
*****************************************************************

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

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

On April 8, 2024, we received your complaint, dated April 6,2024, filed with the Better Business Bureau.

You said that you were charged for your phone because it was not activated even though it was. You requested a refund.

As we discussed via email, the original shipment did not include a SIM card or instructions, which prompted your husband to transfer the card from your old phone to the new one. It was determined that because of this, the system did not recognize the new phone; therefore, it was not recorded as being activated.

I offered to unlock the phone or issue a refund; you elected for the refund. I also applied a two-month service credit to your account.

I apologize for any inconvenience this has caused.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

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

Customer response
04/23/2024

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
04/05/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, I ordered a new iPhone on the 18th of March; the boost policy says that the item will be shipped between 1 and 5 business days. I got a *** tracking number, and the tracking said, "The delivery date will be provided as soon as possible." I let a week pass, and there was no update. I contacted a Boost agent, who told me to wait 24 hours for an update because they would send a new tracking number. I contacted ***, too, and they said that Boost did not send the package. Twenty-four hours passed, and I contacted Boost again, and this agent told a different story. I contacted another agent the same day and also a different story; this time, they said that *** lost the package, and at the same time, the tracking stopped working; the agent said that there was going to be an investigation so far two weeks passed at that time, right now I'm on my third week and still don't have my phone, I have contacted multiple agents from Boost, and none of them can give me an answer all of them have a different story. I can not cancel and order a new phone, which I needed about three weeks ago. I have been a loyal client, and I can only see bad service and no reasonable offers for existing clients; customer service could be better. Delivery Date 03/19/24 Tracking Number 1Z52A2591216681369 Order Number 6568-896104-4965 Order Date 03/19/24 Ticket Number: ******* Date Created: 2024-03-28 Description: Boost Mobile - Missing Shipment ***********************
Business response
04/18/2024
April 12, 2024

***************************
TX 77339

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

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

On April 8, 2024, we received your complaint, dated April 5,2024, filed with the Better Business Bureau.

You stated that on March 18, 2024, you ordered a new iPhone;however, it did not ship within the five business days that it should have. You indicated you received a tracking number, but the delivery date never updated.You contacted *** and you were advised that the package never shipped. You said that despite calling in to customer service several times, you have yet to receive your phone.

Our records indicate that order #****-896104-4965 shipped on March 19, 2024, via *** tracking number 1Z52A2591216681369.

As you did not receive the device, on April 11, 2024, we placed the **** on the blocked list and issued a $216.49 refund.

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
04/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
**** and said that the phones were new and gave my phone rebate to her family member over charge for phones
Business response
04/16/2024
April 5, 2024

***********************************
********************** 2
*******, IL 60649

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

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

On April 4, 2024, we received your complaint, dated April 4,2024, filed with the Better Business Bureau.

You stated to have been lied to regarding the device you purchased and that you would be getting a new phone. You also mentioned a phone rebate was given to a family member and you were overcharged for your devices.

The iPhone 11 has not been in production since 2022, so the device you purchased was refurbished.

There is no record of a rebate being offered by customer care; therefore, no rebate was given to a family member.

There is no record of you addressing any overpayment for your devices. Because you purchased them from a Boost Mobile retail store, you would need to address this where you purchased the phones. Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.

Your request for a refund has been declined.

Sincerely,

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

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

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

Customer response
04/17/2024

Complaint: 21529549

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
04/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged full monthly balance and I was enrolled on ACP program. There was charges of ***** deducted from my account as well
Business response
04/11/2024
April 4, 2024

***************************************
***************************br>**********, ** 71108

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

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

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

You said you are charged the full monthly balance despite being enrolled in the Affordable Connectivity Program (ACP). You also stated there was a charge of $25.08 deducted from your account. You requested a refund.

When we spoke, I informed you that the account ************ has no history of receiving ACP benefits. I requested the account number associated with your ACP benefit and your ACP enrollment number, but you were unable to provide either.

It is necessary for you to visit a local participating Boost Mobile store for further assistance with ACP enrollment. Please use Find A Store on our website to locate one in your area. We recommend that you call beforehand to confirm they are active participants in the ACP.

I was unable to locate any payments of $25.08. Please send me a bank statement showing this payment, so I can look into this further. If you retrieve the account number and/or enrollment number associated with your ACP benefit, please send that to me as well. You can send the requested information to ********************* or 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
                **************************************
                ******,** 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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary