Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 5,082 total complaints in the last 3 years.
- 1,536 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/13/2025
Type:Product IssuesStatus: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:11/11/2025
Type:Product IssuesStatus: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.
In May of 2025 I purchase two phones from Boost online with a financing agreement. Service in our area was terrible, so I requested a return label to send both phones back and transfer to a new carrier. This was done within the 30 day window where financing plans can be cancelled with no penalty. After months of no bills, I assumed everything was taken care of and closed out on my account. Recently, I received a notice that I was to be billed $947 for phone financing. Upon logging back into my account, this was verified and my credit card was still tied to auto-pay. After multiple calls lasting an average of 45 minutes each, I was told multiple stories. First, Boost claimed that I had not paid fees on the phone as required. I retorted that my auto-pay was still in place, so this could not be possible. Boost acknowledged and then took the stance that I had violated their terms and conditions. When I asked which term or condition, they claimed that I did not return the phones. I responded that I had *** confirmation otherwise. They then claimed I only sent one phone back. Both were in one box, as Boost only provided me one label. They then instructed me to file a claim with ***, as they did not have either phone (why story changed, I have no idea). The *** label had only been insured by Boost for $100, so a claim for the $947 was not possible. Additionally, *** informed me that because the package was a return service, Boost would have to file a claim. After several more calls with Boost customer support, I was simply told that I would not be responsible for the bill. No confirmation number, specifics, or any sort of validation was provided. My credit card remains tied to the account, as well. I am 99% confident that I will have to dispute charges with my bank, but I am prepared to do so. A claim with the Attorney General has also been submitted. A copy of the *** tracking is attached.Business Response
Date: 11/14/2025
November 12, 2025
Mr. ****** ******
*************************
********************
Re: BBB Complaint #********
************** - *************
Dear Mr. ***************** November 11, 2025, we received your complaint,dated November 11, 2025, filed with the Better Business Bureau.
You said that you returned the phone within the allowable 30-day window and provided proof of delivery, but you were still charged for it. You request a refund.
Our records show that on November 12, 2025, the package was located. A refund is now in process.
We apologize for any inconvenience 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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/17/2025
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:11/10/2025
Type:Sales and Advertising IssuesStatus: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 signed up for boost about 7 months ago with a promotion of 50% off of my 2nd line. There has not been one month that has gone by that I haven't had to call to get the credit added. You steal the money out of my account and refuse to give it back to me. This is my 3rd complaint. Your business practice is unacceptable. I should not have to speak to anyone about this much less file a complaint with the BBB. When I called in on 10/13 the jerk on the phone had to nerve to ask me what I haven't called in before. I can't get a supervisor or escalation specialist on the phone so my complaint will be taken. If you can't honor your promise to your customers then you shouldn't be in business. If you system can't be set up to honor a credit then you need to higher new programmers. I need my money in my account within ******* or I will move this further than BBB.Business Response
Date: 11/13/2025
November 12, 2025
Ms. ***** **********
***************
***********************
Re: BBB Complaint #********
************** - *************
Dear Ms. ********************* November 11, 2025, we received your complaint,dated November 10, 2025, filed with the Better Business Bureau.
You stated that you have been incorrectly charged during your billing cycles, and you would like last month's payment refunded.
Although service payments are nonrefundable, a review of your account found that customer care offered you three months discounted due to your customer experience, which you accepted. I also added a one-time credit to your account matching your last payment of $39.00,which will apply to your next billing cycle.
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
****** ********Initial Complaint
Date:11/09/2025
Type:Sales and Advertising IssuesStatus: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 had an ongoing service issue for over a month without resolution. I am now asking my bill for the last month to be waived as I did not utilize their service and it affecting my job as I work from home.Business Response
Date: 11/12/2025
November 11, 2025
Ms. ******* *********
************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************** November 11, 2025, we received your complaint, dated November 10, 2025, filed with the Better Business Bureau.
You stated that you experienced consistent network issues during the month of October, and you would like to receive a month of service at no charge as compensation.
A review of your account found that you were offered a one-time $40.00 credit on both November 5, 2025, and November 9, 2025; you accepted the second offer.
In the interest of customer service,an additional one-time credit of $50.00 has been applied to your account.
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
****** ********Initial Complaint
Date:11/09/2025
Type:Service or Repair IssuesStatus: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.
Boost mobile continues to put my account on autopay after I have taken my card off of autopay. I have a new debit card number and they still put my payment on auto pay and over drafted my account. I called customer service and the agent told me my account has never been off of autopay which is incorrect because the phone has been disconnected in the past from non payment. The agent was very unprofessional and condescending and purposely left information out. I want my services disconnected and a refund for the prepaid services!Business Response
Date: 11/12/2025
November 11, 2025
Ms. ******** *******
*********************
*******************
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** November 11, 2025, we received your complaint, dated November 9, 2025, filed with the Better Business Bureau.
You stated that we withdrew automatic payments despite you removing your credit/debit card. You requested your line be disconnected and to receive a refund for the service this month.
A review of your account revealed that your current billing period is from November 8, 2025, to December 8, 2025.Unfortunately, your disconnection request occurred on the same day your new billing period started. Please note that if your service is canceled before the end of your billing period, you will be charged for the entire billing cycle: we do not prorate charges. You will continue to have access to your service up until December 8th. As a courtesy, I removed autopay from your account (for the credit/debit card ending in 3766) to prevent this from happening again.
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
****** ********Initial Complaint
Date:11/08/2025
Type:Sales and Advertising IssuesStatus: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.
Boost mobile will not refund my ***** dollars charged from my account on phone numbers I had no access to as I was required to change my numbers when I switched plans nobody told us we had to call and cancel our old numbers there for I feel I should be refunded this paymentBusiness Response
Date: 11/14/2025
November 13, 2025
Ms. ***** ******
151 ***** Dr
*******, PA 16123
Re: BBB Complaint #********
*************
Dear Ms. ***************** November 11, 2025, we received your complaint, dated November 8, 2025, filed with the Better Business Bureau.
You said that we refuse to refund $93.00 you were charged for phone numbers you had no access to.
A review of your account did not find the payment in question; however, further research found the account in question (ending in 1721) was in the name of your husband, *******.
When we spoke today, I offered to apply a credit for the $93.00 to your new account (ending in 3822) in lieu of a refund, and you accepted.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/15/2025
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:11/08/2025
Type:Product IssuesStatus: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 called boost to inquire about an update cell phone, Oct. 21, 2025. The **** ***** suggests ******** 5G 2025. I agreed, the order was places, I had to pay up front, $171.20. I received txt concerning my order #****-572442-0426 is being process. I received my cell phone and need to call boost for activation. I called boost didn't see a sim card, the cell can still be activated via e-sim, and I'll still receive a Sim card - no sim card. I request to return the ******** and unlock/reactivate my *******, via sim card. I received an email Oct. 23 my request for a new sim card is coming, ending in 7029 my account can be unlocked. I never receive a sim card! On Oct. 25 I spoke with a **** to return the ******** 5G 2025. I received an email Oct. 26 "How to complete my return" Boost is sorry this purchase didn't work and ready to process my return. I printed the return label: Ship to ********** ************** DOCK ********************************************************************* I went to a *** store Nov. 3 to drop of the return. The cell was delivered Nov. 5 received by ********. Now The Reason for This Complaint!! I called boost for an update on Oct. 8 NO *** can identify my account 7029, via txt the ******** account ********************* the return process - I never received a sim card to unlock my account 7029 ******* cell phone.Shaldon ******** - Acct. ************ ******************Business Response
Date: 11/13/2025
November 12, 2025
Mr. Shaldon ********
************************************************************
************************
Re: BBB Complaint #********
************ - *************
Dear Mr. ******************* November 11, 2025, we received your complaint, dated November 8, 2025, filed with the Better Business Bureau.
You said that after purchasing a ******** 5G phone, you decided to return it because you never received a SIM card. You dropped the package/phone off at *** on November 3, 2025. You requested a refund.
Our records show that a refund was issued on November ******. Please allow up to 17 days to receive it.
We apologize for any inconvenience 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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:11/08/2025
Type:Service or Repair IssuesStatus: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 believe that it is the intent of Boost Mobile to use there services to dsteal money from consumers by using their phone service to access information to sell to theive or partners who will solicitt business and overcharge customers and give ********************** a kickback ffrom the theft. This can be the only reason that boost mobile HSA:1 Sent a text that can not be deleted to install AI. AI Has been identified as an app that can deliver a virus, track your phone and see your communication and in addition develop images that can be used to damage a reputation. Boost is trying to force installation by text by sending it as the only text that can not be deleted 2-Boost has stakleed me with an email sent in excess of 15 time to install a what is called a system up dare only to find ir is a collection of games to install. I must assume the fraudulent identification to get them installed is so they can be used as spyware to steal. Otherwise they would be called game not updates If my agreement and contract with boost Moble which is to pay my monthly agrredd payment is not sufficient for the company and they must steal and assist other to do so and get a cut then they can advice me.. I will accommodate Them by forfeiting my unused balanx3 on my account and return my phone with no refund. In addition I will pay the additional $15.00 for service in the first 2 months prior to cancellation as a Thank you for the thieves that are booist mobile taking there services and shoving itBusiness Response
Date: 11/13/2025
November 12, 2025
Mr. ******* ***********
*****************************************
*********************
Re: BBB Complaint #********
************** - *************
Dear Mr. ********************** November 11, 2025, we received your complaint,dated November 8, 2025, filed with the Better Business Bureau.
You said that you believe it is the intent of Boost Mobile to steal money and access information from customers through apps installed on their phones. You request to return your phone without receiving a refund.
Boost Mobile takes every possible measure to ensure the safety, security and privacy of its customers information; therefore, it would be counter intuitive to participate in the type of activity you describe.
Your phone was purchased through a subsidized program that greatly reduces the upfront cost to you; therefore, if you cancel your account, you will be charged the full price for it. You are also past the 30-day return window; therefore, it cannot be returned.
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:11/07/2025
Type:Service or Repair IssuesStatus: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.
They cancelled my cell phone line and refuses to refund my money. They keep telling me they can't give me my money back.Business Response
Date: 11/12/2025
November 11, 2025
Ms. ***** *******
********************************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** November 7, 2025, we received your complaint, dated November 7, 2025, filed with the Better Business Bureau.
You expressed concern regarding your request for a refund being denied.
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. In the interest of customer service, I requested a refund of your last payment of $60.00. Please allow up to seven business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** SteffaniCustomer Answer
Date: 11/12/2025
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:11/07/2025
Type:Service or Repair IssuesStatus: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.
My phone plan is 40g SHARED HOTSPOT AND DATA 5G...they changed my plan without my permission and cut my hotspot to 10g ... this is unexceptionable..Business Response
Date: 11/13/2025
November 12, 2025
Ms. ***** ******
*********************************
*****, OK 74421
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** November 11, 2025, we received your complaint, dated November 7, 2025, filed with the Better Business Bureau.
You stated that your plan was changed without your permission. You requested the original plan be restored.
A review of your account found this information regarding your plan: the $50 *************** Talk & Text + 40 GB of 5G/4G Data Each Line for up to 5 Lines was added on December 17, 2024. There is no indication that any plan changes have been made to your account. You can review and modify account details on the application or website.
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
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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