Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,991 total complaints in the last 3 years.
- 1,593 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:07/09/2025
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.
I was on vacation a lost my boost SIM card. Returned to the ***, call boost CS on 5/11/25 to cancel my account, account was cancelled. Fast forward to today 7/9/25, I saw a pending charge of $46 on my bank account. Called ********************** to find out whats going on, I was told they couldnt help me after verification of identity; who told me she couldnt give me my telephone number. Got transferred to cancellation ***** I was told he couldnt pull up my account. Now Im stuck paying for a product Im not using, have no interest utilizing.Business Response
Date: 07/15/2025
July 11, 2025
Ms.Mynah ******
******************************************** D
***********, FL 32065
Re: BBB Complaint #********
*************
Dear Ms. ***************** July 9, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You said you called in May 2025 to cancel your service, but you were charged $46.00 on July 9, 2025. You indicated that you received no assistance from customer care because you were unable to verify your account.
When we spoke, you said that you did not want to keep the phone numbers ending in 5884 and 1619. These lines were canceled at your request. A $46.05 refund was issued to your card ending in 1307. Please allow 3-5 business days for processing and delivery.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account.If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.Please note: this has no effect on your service.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/07/2025
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.
I purchased a second-hand iPhone 15 Pro Max locked to Boost Mobile. I am the current legal owner of the device but do not have purchase proof or the original account information. ******************** refuses to unlock the device, stating they require access to the original account, which I do not have and cannot access. I am not seeking to access the original account, only to have the device unlocked for normal use. I have contacted Boost Mobile multiple times via customer service chat, ********, and *******, but they continue to deny assistance without providing a valid reason. Their refusal to unlock the device is unfair and prevents me from using my legally owned phone. I request Boost Mobile to unlock my device immediately. Thank you for your assistance.Business Response
Date: 07/15/2025
July 11, 2025
Mr. ******* *****
******************************************
*******, ON M5H 2N2
Re: BBB Complaint #********
*************
Dear Mr. **************** July 7, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months
A review of your device (IMEI ******************************* reveals that it has been blacklisted as lost/stolen. In order to change this status, we require proof of purchase before your unlock request can be considered.
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:07/06/2025
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.
Ive called numerous times to get a transfer pin and both have been incorrect after Ive had to argue with the **** about why I want my transfer pin. They gave me two pins and neither one has worked. I just want my phone numberBusiness Response
Date: 07/15/2025
July 11, 2025
Mr. ***** ********
********************
*****************
Re: BBB Complaint #********
************ -2025-07-13643
Dear Mr. ******************* July 7, 2025, we received your complaint, dated July 6, 2025, filed with the Better Business Bureau.
You stated that you were unsuccessful in porting your phone number to a new carrier. You requested help with the port-out process.
A review of your account revealed that your phone is locked, which is preventing the port-out. The unlocking policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it.We offer devices at a highly discounted rate, which is why we normally require customers to have their device active with us for 12 months before we are willing to unlock it. However, your phone has been unlocked in our system as a customer service exception, nonetheless. When prompted, use PIN code **************** to complete the process.
Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
You should have no problem porting your phone number out now. If you do, please contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/05/2025
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.
In February I bought two cell phones from Boost Mobile. I was misled into thinking the phone for me would work for everything I needed it to and purchased the phone (and was never given a receipt even though I have an account and one could have been emailed or printed). Now it has been too long to get a refund, and I am not even currently using the phone I bought. I want to sell the phone, but they have it locked to their carrier for a year even though I OWE NOTHING FOR THE PHONE. Making it even that much harder to get rid of this thing.Business Response
Date: 07/25/2025
July 24, 2025
******* ********
************************************************************************
Re: BBB Complaint #********
*************
Dear ******* ********:
On July 7, 2025, we received your complaint, dated July ******, filed with the Better Business Bureau.
You stated that you bought two phones in February 2025 from a retail store, but you were not given a receipt. The phone model was not adequate for your needs and you are beyond the return window. You indicated that you are not using the device and you want to sell it, but it is locked to Boost Mobile. You provided a picture of the device box with IMEI ***************. You requested that the device be unlocked.
The device with IMEI *************** is currently active on your account with the phone number ending in 9700.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked. As the ******** Razr devices were purchased on February 24, 2025, they are not eligible to be unlocked at this time.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:07/04/2025
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 called June 9th to cancel my service with Boost Mobile. The call went alright where I refused all their deals to keep me with them. I said no. I do not need them anymore. I am moving to ****** and need better service. I had to call them again in the beginning of July to tell them again that I have canceled my service. They gave me a run around where I had to call repeatedly to talk to someone to do their job. Told me that it's canceled. Told me they would send a confirmation email that never came. And now are telling me I owe them money for their service. They refused to cancel my service with them when I currently do not use them anymore because they don't work in ******.Business Response
Date: 07/15/2025
July 10, 2025
Ms. ******* ******
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 4, 2025, filed with the Better Business Bureau.
You stated that you requested to cancel your service on June 9 and early July 2025, but your service was never cancelled. You maintain that you were given the run around.
Per your request, your line was fully cancelled on July 9, 2025.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/04/2025
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 bought phone service through them for my mother two years ago. I paid on a yearly plan of $104. for a year. Back in March of this year I cancelled the service because I switched her to a different company. They charged my credit card $104. this week and claim they can't refund the money because they have no record of her even though the service was in my name and they're charging my card. They claim they have to verify who she is with her social security number,etc, and can't find any record of her. She had nothing to do with this, I ordered and paid for every bill with Boost. They're using any little things to get out of not returning the moneyBusiness Response
Date: 07/15/2025
July 11, 2025
Ms. ***** ******
************************************************************
Re: BBB Complaint #********
************ -2025-07-13636
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 4, 2025, filed with the Better Business Bureau.
You stated that you canceled in March 2025, but you were charged again in July. When you spoke with customer care, they had difficulty locating the associated account and you were unable to complete the verification process. You requested a refund.
We are committed to protecting the privacy of our customers. In accordance with that commitment,we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. For more information, please visit ***********************************************************.
A review of your account shows no charges since June 2024, when you made a payment for the next year. When we spoke, you confirmed that you successfully disputed the unexpected charge.
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: 07/15/2025
Complaint: 23556405
I am rejecting this response because: I gave the agents my pin number. I have received the money back by my bank. You claim I didn't give a pin number, and that i haven't reached out since last June, that is not so. My point to this complaint is you took money from my account and when I disputed it you claim there is nothing you can do about it because you couldn't verify my mother's ID. I had the pin, it was my acct, she had nothing to do with it. It's the weasely way the agents go about getting out of giving a legitimate refund.
Sincerely,
***** ******Initial Complaint
Date:07/03/2025
Type:Customer Service 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 in to pay my bill and I was asked for my full social security number which is unacceptable due to they system keep sending my pin to my phone thats home Im outside tryna to pay my bills from my primary phone I verified multiple things there is no reason I cant pay my bill who really pays other people bills on top of they keep over charging me every month! No company should be asking for anyone full social security number for the privacy and security of customers information !all the scams going on in ************* its unacceptable I will file a lawsuit also recorded the conversation where the *** declined to put a manager on the phone and she needs to be fired!Business Response
Date: 07/15/2025
July 9, 2025
Ms. ******** ******
********************************************
**********, ** 23325
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 3, 2025, filed with the Better Business Bureau.
You expressed concern with being asked for your Social Security number when you were unable to receive a verification pin.
******************** takes account security seriously and when a customer is unable to receive a verification pin, we generate questions from their credit report in order to verify their identity, including obtaining the customers Social Security number. We regret that you are unhappy with this process.
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: 07/15/2025
Complaint: 23554797
I am rejecting this response because:
Sincerely,
******** ******Initial Complaint
Date:07/02/2025
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.
When I switched to Boost Mobile I ordered a blue iphone 15 plus, what I received was a white iphone 15 plus. When I called Boost aout it they said to send the phone back and cancel the account which I didn't want to do. From that day til now I have had nothing but trouble from them. I had 2 lines on that phone and I have spent almost a year trying to cancfel one of he lines as I no longer need it. I m on the phone now trying to cancel it. I called 3 days ago to cancel a line and was told it was cancelled. My phone wouldn't text so I called back and they did somehing to mu account.Business Response
Date: 07/15/2025
July 14, 2025
Mr. *** *****
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 3, 2025, we received your complaint, dated July 2, 2025, filed with the Better Business Bureau.
You stated that you need assistance ensuring the accuracy of a line cancellation.
My attempts to reach you at the phone number and email address provided were unsuccessful.
A review of your account shows that the iPhone 15 Plus (IMEI ending in 3721) currently associated with the phone number ending in 9246 is scheduled for disconnection on August 2, 2025.
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:07/02/2025
Type:Order 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 have a Boost Mobile account and recently decided to bring my sons cell phone over to my plan. I began the process to port his number over on 6/27/25. When I received my bill just 4 days later it seemed higher than expected. Upon further investigation, it turned out that Boost charged my sons line a FULL months service for the days of 6/27/25 through 6/30/25. He was charged a full month for 3 days of service, plus the full month in advance. So he was charged 2 full months. The charge was $51.04, $25.00 for each month plus tax. Upon further investigation I learned that the same thing occurred on my wifes line when I ported her number the month before. She was charged 2 full months when I added her phone, even though the first partial month was 13 days, May 18 through May 31, 2025. Total monthly charge *****. The same thing happened when I added my Apple watch a few months before, I was charged 2 full months for 1 day and 1 month ($21.06, $10 x 2 plus taxes.I have worked in customer service for nearly 30 years and Ive never seen a billing policy like this. I called and was very nice expecting them to admit an error, but they said that is the way the policy works, they dont prorate bills, even if it is for 1 day. Obviously if Id known this I wouldve waited until the billing start date to add a line. When I spoke to them, the front line representative even admitted she disagreed with the policy but said she could do nothing about it. Finally a Resolution Specialist came on the line and offered $10 credit as a courtesy. I advised her to please not act like she is doing me a favor because I am still very much in the hole. I simply cant understand how they can charge a FULL month for 1 or 2 days of service and think that is ok.Business Response
Date: 07/10/2025
July 8, 2025
Mr. ****** *******
***************
***********, OH 45601
Re: BBB Complaint #********
************ - *************
Dear Mr. ****************** July 2, 2025, we received your complaint, dated July 2, 2025,filed with the Better Business Bureau.
You said that you added two lines, but you were charged full price for three days of service and you were informed Boost Mobile does not prorate billing. You indicated that you received a $10.00 credit; however, you requested an additional billing adjustment.
When we spoke, I informed you that Boost Mobile does not prorate billing; therefore, if you add a line in the middle of your billing cycle, you will still be charged full price. As a courtesy, I applied a $52.00 credit to cover the time you were charged, which you accepted.
We regret 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: 07/10/2025
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:07/01/2025
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 brother is in a nursing home on the other side of the town and I open the account for him. He has the phone and does not know how to obtain a code. I tried to call in to make a payment and I can't and Boost wants to change me a fee for a payment. Highway robbery! Boost makes it so difficult. My I called and spoke with a customer service agent and she stated I shouldn't have to worry about a code. There's need to be a change.******* ******* ************** My number is **************Business Response
Date: 07/10/2025
July 7, 2025
Ms.******** *******
19 ***** ****
Cheapeake,VA 23334
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** July 2, 2025, we received your complaint, dated July 1, 2025, filed with the Better Business Bureau.
You stated that you would like to make payments via the Boost Mobile application without having to confirm a one-time passcode (OTP). You would also like to make payments in-store or by phone with customer service without being charged an agent assistance fee. You requested an easier way to make payments.
When we spoke, you indicated that you would like to visit a local retailer and explore in-store options for a new device. We also discussed adding a credit/debit card to the account to take advantage of AutoPay.
We appreciate your feedback about our payment options and your concerns will be shared internally with the appropriate personnel.
We regret that your experience was unfavorable.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********
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