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
- 4,976 total complaints in the last 3 years.
- 1,509 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:09/22/2025
Type:Billing 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 usually pay my bill by phone when I get paid. Somehow it went into automatic payment and charged my bank yesterday. I did not authorize that payment. I called for a refund and to cancel my account today and they say they cannot give me a refund. I am overdrawn in my account and will be charged $35 for something I did not authorize. Their customer service is not good. That is not right to just charge an account without authorization.I am unable to log into my mobile application to even change or look at my purchase status and they are not open on the weekend. All they could do is cancel my account and let the service run through Oct 21.Business Response
Date: 09/30/2025
September 26, 2025
Ms. **** *******
****************************************
**********************
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** September 22, 2025,we received your complaint, dated September 22, 2025, filed with the Better Business Bureau.
You said that you did not authorize Boost Mobile to automatically debit your bank account for the monthly bill, but found that you were charged. You stated this charge has caused you financial hardship and would like a refund.
A review of your account reveals that you initiated autopay when you made your payment on August *******. In fact, you have been on autopay since the initiation of the account,but this was the first time it collected a payment.
We are unable to issue a refund as we consider the charge to be valid.
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
****** SteffaniInitial Complaint
Date:09/22/2025
Type:Billing 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.
Tried closing account with ********************, and they will not let me. I had to find out myself that auto pay was still scheduled after porting out my number and being told the account was closed. After speaking to a supervisor was told they couldn't completely close the account and I could not remove my credit card information and they had to keep it on file. The only thing I wanted was for them to remove that information from their system.Business Response
Date: 09/30/2025
September 26, 2025
Ms. **** Lafayette
******************
*******************
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************** September 22, 2025, we received your complaint, dated September 22, 2025, filed with the Better Business Bureau.
You said that you were not allowed to cancel your Boost Mobile account and found that autopay was still scheduled after you ported your phone number out of the network. You also expressed concern you were told that your account could not be completely closed nor remove your credit card information from our system. You are requesting to be contacted.
My attempt to reach you by phone was unsuccessful; however, I left a voice message.
A review of your account reveals that it is fully closed and there are no payments scheduled. Your credit card and autopay has been removed from the account.
Our records do not reflect any conversation with customer service in which you were denied the right to close your account. If a customer plans to take their phone number to a new provider, their current account needs to be active in order to port out. Once the port takes place the account is closed.
The last payment you made on August 26, 2025,paid for your service up to September 26, 2025. Your phone number ported out on September 20, 2025, which is the same date the account was closed.
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
****** SteffaniInitial Complaint
Date:09/18/2025
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.
in july of 2025, a call was made and a phone number was changed in the family plan i am in. the wrong phone number was changed. a mistake made by my grandmother who is not at all good with technology, an honest mistake. however when we called boost mobile nothing was done to fix this, and when the number was changed the employee said the previous phone number would be back in the pool for 2 days. we called on the second day, however the employee said nothing can be done, although, boost mobiles website also says we had 2 days. we called again the following week and nothing was done, we were given a reference number, which i do not understand the purpose, but there was no answer. the following week we went into the store and the employee there gave us a little more answers and said he could contact the person with the number, as it was already taken, and ask if they were okay to switch. we also called and asked the person and both parties confirmed to having the switch. the employee said it would take up to a week for the switch to take place, which was obviously a lie. its been 2 months and my grandmother was lied to and still no help retrieving the number that was changed by mistake.Business Response
Date: 09/30/2025
September 29, 2025
*** ******
***************************
*******************************;
Re: BBB Complaint #********
************ - *************
Dear *** ******:
On September 23, 2025,we received your complaint, dated September 18, 2025, filed with the Better Business Bureau.
You stated that your grandmother changed a phone number on her account in error and you expressed concern regarding being unable to get it back. You requested assistance with retrieving the phone number.
A review of her account reveals that she called in on June 29, 2025, to change the line ending in 4552.The call recording reveals that you were able to first verify the account, and we changed the phone number you requested. You then contacted us on September *******, to report that your grandmother changed the phone number in error.Unfortunately, due to the time lapsed we are unable to recover your phone number.
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
****** SteffaniInitial Complaint
Date:09/17/2025
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.
On August 31, 2025, I placed two separate orders for an iPhone 15 in mint blue through [Store Name], using two different email addresses: *********************** and ************************** Both orders were scheduled for delivery on September 3, 2025 by a store associate.However, both orders were canceled without any notificationno phone call, no email, no cancellation notice of any kind. I was only made aware of the cancellations after waiting at the scheduled delivery time, when no associate arrived. I contacted customer service and was informed that the orders were canceled because the stores policy only allows one phone per customer. I was told that I would receive refunds within seven business days, and if I still wanted the phone, I would need to place a new order.On September 3, 2025, I placed another order for the same phone, this time using *********************** and scheduled delivery for September 5, 2025. Once again, the order was canceled without any form of notification. I waited for the scheduled delivery, only to find no associate arrived. After contacting customer service, I was again told that the order had been canceled and that a refund would be issued to the original payment ********* has now been over eight business days, and I have not received any refund for any of the canceled orders. I find this practice unacceptable and misleading, especially as there was no transparency or timely communication about the cancellations. I have since learned that other customers have experienced the same issue, which raises concerns about this companys practices.I am requesting the following resolutions:1. Immediate processing and confirmation of my refunds for all canceled orders.2. Accountability for the lack of communication regarding order cancellations.3. Assurance that this type of issue will be addressed so other customers do not experience the same inconvenience.Business Response
Date: 09/29/2025
September 23, 2025
Ms. ******* ******
***********************
**********************
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** September 17, 2025,we received your complaint, dated September 17, 2025, filed with the Better Business Bureau.
You said that you have not received a refund for an order that was canceled. You want your funds returned and for improved communications with customers when an order is canceled.
I reviewed your account and confirmed a refund of $221.20 was processed on September 7, 2025. An email regarding the cancellation of your order and the upcoming refund was sent to ************************
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
****** SteffaniInitial Complaint
Date:09/16/2025
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.
On 9/5/2025 I contact Boost mobile via chat to ask if they would make an exception about returning a trade in late. Right after I got my new phone, I went to an in patient facility for alcoholism. While I was there, the return date for my old phone expired. the chat agent said he talked to a supervisor and they made an exception and approved a late return and they said they would ship me a new return kit and I needed to have the phone back by 096/16/2025. As of 9/11/2025 I had not received the kit. I had multiple chat sessions and then spoke with a supervisor in customer service who in the end said they were not going to do what their agent said they would do. He would not give me his supervisors name. He said there was no one above him that I could talk to. I do not have cell service at this timeBusiness Response
Date: 09/29/2025
September 25, 2025
Ms. ******** ******
****************************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** September 17, 2025,we received your complaint, dated September 16, 2025, filed with the Better Business Bureau.
You indicated that you have not received the return kit that our customer service team advised would be sent to you for the device trade-in return.
I contacted our back office and requested that the return kit be sent.
We apologize for the delay.
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
****** SteffaniInitial Complaint
Date:09/10/2025
Type:Customer Service 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.
an account was set up in my name and apple watches sent to me that I did not order, boost mobile will not cancel account or take watches back,Business Response
Date: 10/06/2025
September 12, 2025
Ms. ***** ******
************************************************
Re: BBB Complaint #********
*************
Dear Ms. ***************** September 11, 2025,we received your complaint, dated September 10, 2025, filed with the Better Business Bureau.
You said that an account was built with your information, and you received two apple watches. You indicated that you contacted Boost Mobile to return the devices, but we will not accept them. You would like to return the watches and have the account closed.
When we spoke by phone,I advised you that we would send you a return label and the return instructions by email. I told you that once we receive the devices, the account will be closed.
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: 10/06/2025
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:09/08/2025
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.
I activated two phones and lines for my daughter's and one of the **** cards they sent wouldn't read. I was on the phone with customer service over 9 hrs in three days trying to get issues resolved. The gentlemen told me to go to a boost store and get a replacement **** card would be best option. Didn't tell me hey I'll mail you out a replacement card or that I'd be charged twice for activation. The store got **** card and activated it and phone works great now but charged me $47.92 . I've been on phone with customer service today trying to figure out why he wouldn't have told me this .. I would have rather him mail another **** instead of paying another $47.92. They're refusing a credit back to my account when I shouldn't have to pay again.Business Response
Date: 10/03/2025
September 22, 2025
Mr. ******* *****
*********************
********************
Re: BBB Complaint #********
************** - *************
Dear Mr. **************** September 8, 2025, we received your complaint, dated September 8, 2025, filed with the Better Business Bureau.
You stated that you were unable to activate one of your devices with the first SIM card you received, so you were advised to visit a retail location. However, you had to pay for activation. You requested that this be refunded.
Our retail locations are independently owned and operated, and there may be additional applicable fees.Therefore, we do not refund activation fees paid in-store.
A review of your account found that you were issued an account credit of $27.97 when you asked for a refund on September 8, 2025. In the interest of customer loyalty, I applied an additional credit of $25.00 effectively crediting more than the total amount ($47.92) paid in-store.
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: 10/03/2025
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:09/05/2025
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.
I pay my Cellphone bill every month with Boostmobile. Im having issues with my cellphone and they are being disregarded. One they lied about unlimited Data. I only get 30GB. I told them Im on FaceTime and my phone goes completely silent. They said it was a Wi-Fi problem. Not if I have cellphone service. My data automatically should pick up when the Wi-Fi drops. It doesnt. My phone is getting hot. 30GB of data isnt enough when Im at work with no WiFi and I have to use my data. They said if I want more data I have to pay for it. Why pay 2 times for data when I should be receiving unlimited data. Like please make it make sense. My home WiFi has been out so, I had to use data. My cable company will be here Monday to fix my problem. Now I need my phone fixed. I live in ********* without family. My aunt worries when she cant see me on FaceTime. Please help me fix and understand this problem that seem to continue.Business Response
Date: 09/12/2025
September 10, 2025
Ms. ********* *****
**************************************************
************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** September 8, 2025, we received your complaint,dated September 5, 2025, filed with the Better Business Bureau.
You said you were not informed you would only receive 30 GB of data on the Unlimited plan. You also indicated that when you try to use FaceTime, your phone goes silent; you were informed this is an issue with the Wi-Fi. In addition, you mentioned that your phone gets hot. You requested a billing adjustment and for your device to be repaired.
When we spoke, I informed you that the Boost Mobile website clearly shows that if you use more than 30 GB of data on the unlimited plan, your data will be throttled. You may upgrade your plan to the Unlimited +or Unlimited Premium to receive extra data. You can also purchase data packs.
Please note, ******** does use data unless you are connected to Wi-Fi.
Our records show you do not have device insurance, so you will need to address the overheating issue with the manufacturer, *****. We are unable to replace the device.
I applied a $10.00 courtesy credit to your account for the 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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 09/12/2025
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:09/05/2025
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 purchased a phone at the apple store and opted for Boost Mobile. Boost mobile activated service and did not use my current phone number. I was told by Boost Mobile that in order to get my existing phone number, I had to return the phone and start over with the activation process. I cancelled the account and returned the phone immediately. I received a bill for the first month of service and when I reach out to the company was told that the bill would drop off when the system caught up. Im now getting emails saying my account is overdue.Business Response
Date: 09/12/2025
September 9, 2025
Mr. ****** ********
*************
*********************;
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************* September 8, 2025, we received your complaint, dated September 5, 2025, filed with the Better Business Bureau.
You said you purchased an iPhone at the Apple store and activated service with Boost Mobile. You wanted to port your phone number in, and you were told you needed to return the device and start the process over. You did return the phone, but you continue to receive emails from Boost Mobile about your bill being due.
A review of your account confirmed the device was returned, but the account is still active. I did not find any payments were collected. I canceled the account and brought it to a zero balance, and there should be no further action required on your part.
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,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:09/05/2025
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.
I canceled my service with Boost Mobile on July 30th, and on August 16th they sent me a bill for service from August through September. They have my card on file, and will not remove it from their system. I refuse to pay for service I no longer have, and the charge is more than the cost of the service. I had bought a phone from them, which I paid off, and the bill they sent included the cost of the phone.I want my debit card removed from their system.Business Response
Date: 10/01/2025
September 10, 2025
Ms. ******** **********
*********************************
**************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ********************* September 8, 2025, we received your complaint, dated September 5, 2025, filed with the Better Business Bureau.
You said you canceled your service on July 30, 2025, but you received a bill on August 16, 2025. You also expressed frustration with your card not being removed from your account.
When we spoke, I informed you that we are unable to remove your card on file, even after the account is canceled, because we require at least one payment method on file. I did waive the balance, so you will not be charged for service. You accepted this explanation.
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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 10/01/2025
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.I still don't understand why the card can't be removed if the account is closed.
Sincerely,
******** **********
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