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
- 4,950 total complaints in the last 3 years.
- 1,522 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:09/05/2025
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:08/18/2025
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.
On 8/13/25 I contacted Boost via email to let them know my mother, the account owner was deceased. Their customer care team asked for an email with her death certificate which I promptly sent and they confirmed receipt. On 8/14/25 they let me know the line was disconnected with no further balance due. On 8/18/25 I got charged for another month of service. I tried calling them this time but their phone agent barely spoke English and Im fairly certain he typed an incorrect number in because he said there was no record of the email chain or death certificate received. I asked to speak to a supervisor and 30 minutes later was disconnected on THEIR end. The process is so frustrating and if they are going yo outsource their customer service to take calls from the ** they better be FLUENT in English. The only acceptable conclusion to my complaint would be a refund and no more billing for a line for a dead person. Absolute failure of a company.Business Response
Date: 09/12/2025
August 23, 2025
Ms. **** *****
*************************************************;
Re: BBB Complaint #********
************ - *************
Dear *************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said you requested to cancel your mothers line and provided a death certificate, but you were still charged. You also expressed frustration with the customer service you received. You requested a refund.
On behalf of Boost Mobile, please accept my condolences for your loss.
When we spoke, I informed you that a refund of $25.57 was issued to the card ending in 0248 on August 22, 2025.Please allow 3-5 business days for processing and delivery. You accepted this resolution.
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
****** ********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:08/14/2025
Type:Billing 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.
Summary:On July 19th 2025, I paid the full payoff amount for my iPhone 16 via Boost Mobile live chat after being redirected from the Pay Off My Phone link on your website.The Boost agent confirmed this payment would close my device balance and unlock the phone.Instead, the funds were misapplied to my service balance, where they are being used to cover monthly service charges rather than closing my equipment installment account.This misapplication prevents my account from showing the device as paid off, which blocks the unlock process. As you can see in my most recent bill from 08/09 (attached), I am STILL being charged for the device. Additional Concerns:My account still shows an unpaid device balance and the iPhone remains locked.The AutoPay feature cannot be disabled in my account, which forces continued deductions from the misapplied funds without my consent.Request:Immediate reallocation of the payoff funds to my device balance.Immediate correction of my account to reflect $0 device balance.Immediate submission of the unlock request for my iPhone 16 (IMEI: *************** Creation of a port out code Removal of AutoPay from my account so I can control billing.Sincerely,****** ****** Boost Account Number: ************** Phone Number: ************ Email Address attached to the account: ************************ Attachments: Payment Receipt, August Bill, Screenshot of AutoPay Toggle DisabledBusiness Response
Date: 09/10/2025
August 18, 2025
Ms. ****** ******
*************************** W.
*******, ** 98119
Re: BBB Complaint #********
************** - *************
Dear **************************** 15, 2025, we received your complaint, dated August 14, 2025, filed with the Better Business Bureau.
You stated that on July 19, 2025, you made a payment of $1,033.34 for the remaining amount due for your iPhone 16 Pro Max.However, the payment went towards your Boost Mobile bill instead. You requested that the payment be transferred from your bill to the device financing *********** also requested for your device to be unlocked and a port-out PIN provided.
When we spoke today I advised you that since submitting your complaint, customer support opened a ticket for the payment to be transferred. This was completed on August 12, 2025, and your device unlocked. I offered to provide you a port-out PIN, but you stated that you did not wish to disconnect at this time.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
***** *****Customer Answer
Date: 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:08/12/2025
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.
Im going to explain in the best way possible so August 3, 2025 I went into total wireless which is a mobile phone company. I called boost mobile to transfer my pin. The representative refused to give me my pin and talk to me for 30 minutes I try to be polite and he told me that they have a promotion 129 for iPhone *********************************************************************************************************** for three and he said its no worries. Itll just be 150 a month I know because Im pregnant I could freak out really fast so I just went with everything that he said, and said not to worry he was going to provide a technician the following business day which would have landed on a Monday I believe so MondayIm in school and I see that boost. ****** sent me a tracking number. I I said thats strange. Usually a technician would send you a time so I happen to call and I stepped out of school really quick. They gave ***** technicians number. I waited two hours on the phone and they said as much as they would love to help me the representative lied to me and actually being shipped through *** so I had to wait the next day. They told me the phones were canceled and they couldnt tell me because it was confidential and said what are you guys talking about? It wasnt confidential when you took my money. They began being nasty with me over the phone and helpme to get a refund back. It would take 7 to 10 business days so I told them I was not able to do that. They lied and said they would expedite it to 72 hours they never didthat as well. My kids have disabilities and they need phones for school and I am trying to get someone to help me resolve this because cannot practice shady business I have proof of what Im saying because I actually went into a boost mobile store a gentleman named Mo on here and Betal ***********. They disconnected with him and couldnt give him answers that well so Im not special they do that to whoever they feel they can .Business Response
Date: 09/04/2025
August 27, 2025
Ms. Mattronique ******
******************************
********, ** 78109
Re: BBB Complaint #********
************ - *************
Dear **************************** 13, 2025, we received your complaint, dated August 12, 2025, filed with the Better Business Bureau.
You said you intended to order two devices on August 2, 2025, but the agent put through the order including a third device, then it was canceled without explanation. You also expressed frustration with the refund timeline, because you were told it would take 7-10 business days, and with the customer service you received.
Our records show the device order was canceled before shipment had occurred. Please note: Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone. When we spoke, you confirmed that you received refunds of $126.83 and $122.57. Our agents provide a general timeline of 7-10 business days for a refund to allow time for processing and delivery. We apologize for any inconvenience this may have caused.
Thank you for taking the time to share your feedback.
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: 09/04/2025
Complaint: 23737094
I am rejecting this response because: Its outrageous. the amount of lies That were told to me to make a sale and that was not good business practice The amount of time it took to process my refund after being towed a different time was outrageous, especially being that I am a single mother that tried transfer services to get an affordable deal and stay with the company because yall told me that yall had a better offer and to add to the injury left me with no other option but to wait . That behavior is predatory practice, and I was also told that my phone was unlocked. All of these things. I have an audio recordings and again goes to inconsistency because the last time I spoke to a representative higher up at boost, they told me they would review the call. Nothing about the call is being reviewed from what that last message stated..
Sincerely,
Mattronique ******Initial Complaint
Date:08/12/2025
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.
On 8/4/2025, I purchased a flip phone at ****** that was compatible with Boost Mobile to open a new account. I also purchased a $15 prepaid card. While setting up the account online, there were no prepaid plans to choose from. I chose a no contract $35 monthly plan and got a ************ phone number. While on the phone with the company, my service dropped twice. This process took 25 mins. On 8/5/2025, I returned the phone to Target for a refund. I called Boost Mobile to cancel my monthly plan that was paid for by my Discover card. I was on hold for 30 mins waiting for a **** then was told I had to supply my entire *** for them to move forward. I hesitated and questioned this but complied and was asked 3 security questions. Then was told I can not get my $37.22 refunded. On 8/6/2025 after reading complaints on BBB, I found out they have a 30 day money back guarantee if cancelling within the first 30 days and is for service only. I called and was on hold 42 mins and was told I needed to supply my entire ***. I said no, they have on file that I called the day prior. I told them I wanted a refund for my service. The **** said that only pertained to ported numbers, which is having a previous carrier and carrying my existing number over to Boost Mobile. I told the **** that was not written anywhere in their cancellation policy, He said he knew that and gets a slap on the wrist when he tries to mention it to the company. He said I would have to go to a retail store to show photo ID to get my refund. I went to a retail store in ******** Pa on 8/12/25 and was told they would have to call the district manager but since I did not go through that store, they could not refund my money unless it was ported. Again, I said that is NOT in the cancellation policy and was told I had to call the company, which I already did. I feel this company scams people and lies and pockets money by making you wait so long then get the run around. I want my refund!Business Response
Date: 09/04/2025
August 19, 2025
Ms. **** *****
************************************************************************
Re: BBB Complaint #********
************** - *************
Dear *************************** 13, 2025 , we received your complaint, dated August 12, 2025, filed with the Better Business Bureau.
You stated that you purchased a phone and signed up for service. You then changed your mind and requested a refund.However, you learned that your service payment did not meet the 30-day money-back guarantee requirements.
While we understand that you do not agree with the policy, it is clearly stated in our terms and conditions that customers who are eligible may cancel within 30 days of account creation and will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a successful port-in and AutoPay are both required. For more information, please visit ******************************************************************. If all of these qualifiers are not satisfied within the 30-day timeline, once payment is applied to an account, it is non-refundable.
Upon cancellation, you remain responsible for outstanding charges, including those for the current billing cycle and any financed devices. Service will continue until the end of the billing cycle, and no refunds or prorations will be issued for early cancellation.
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: 09/05/2025
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 consider this companies practices to be unethical with making customers wait ***** minutes for assistance and asking their complete SSN when none was given to open an account.
Sincerely,
**** *****Initial Complaint
Date:08/11/2025
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 placed 1 online orders with boost mobile on 8/2/2025. I called them on 8/7 because I hadnt gotten any shipping confirmations yet. I was told it takes up to 72 hours. I just got off the phone with them, on 8/11, and they are saying my orders were canceled by their system because Im ineligible and thats all they can tell me. I asked to speak with a supervisor who also told me theres nothing she can tell me as to why they were canceled. Funds were taken from my account on 8/2 and on 8/11 Im being told the orders are cancelled and itll take up to 72 hours to get a refund.Business Response
Date: 09/04/2025
August 14, 2025
Ms. ****** ********
****************************************************************************************;
Re: BBB Complaint #********
************ - *************
Dear ****************************** 12, 2025, we received your complaint, dated August 11, 2025, filed with the Better Business Bureau.
You said you placed an order on August 2, 2025, but it was canceled. You were also unable to obtain any information as to why. You requested to receive the devices you ordered.
Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone. Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 days with an explanation for the denial. We cannot guarantee approval of purchases.
Two refunds of $126.14 were issued to the card ending in 3948 for the two canceled orders. Please allow 3-5 business days for processing and delivery.
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:08/11/2025
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.
Complaint Summary:Boost Mobile is refusing to release my phone number and port-out PIN despite multiple requests over several days. Their customer service has been hostile and unhelpful, and I cannot complete my transfer to a new provider because of these intentional delays.Complaint Details:For several days, I have been trying to obtain my port-out PIN from ******************** so I can transfer my phone number to a new carrier. Instead of providing it promptly, they have given me conflicting information, unnecessary complications, and rude customer service interactions. This is causing major inconvenience, as I rely on this number for important personal and professional communication.I understand that customers have the right to port their number at any time, but Boost Mobile is making this process deliberately difficult. I am requesting that they release my port-out PIN immediately so I can complete my transfer without further obstruction.Desired Resolution:Immediate release of my port-out PIN and approval for my number to be transferred to my new provider without further delay.Business Response
Date: 09/04/2025
August 22, 2025
Ms. Snowy Fyfield
***************
********, GA 31415
Re: BBB Complaint #********
************** - *************
Dear ***************************** 11, 2025, we received your complaint, dated August 11, 2025, filed with the Better Business Bureau.
You said Boost Mobile is refusing to release your phone number despite your multiple port-out requests. You also expressed frustration with the customer service you received.
Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with *** guidelines.
When we spoke, you confirmed your phone number ending in 3297 was successfully ported to a new provider, and you consider this matter resolved.
We strive to provide excellent customer service and 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,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:08/10/2025
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 switched (3) phone lines from T Mobile to Boost Mobile on 8/3/2025 .once activated one of the phone lines we were NEVER able to receive ingoing or outgoing calls and could not use our gps (showed no internet) . We were told that the problem would be solved in ***** hours (it was never fixed even after several calls to them) .. On the second line no GPS (no internet) .. I have paid for the first months service and was not able to use it .. It is now 1 week later and I have switched my service back to T-Mobile.. ************ is the worst .. Nothing gets resolved and they take your money.Business Response
Date: 09/04/2025
August 15, 2025
Ms. ***** ******
***************************
**************************
Re: BBB Complaint #********
************** - *************
Dear **************************** 11, 2025, we received your complaint, dated August 10, 2025, filed with the Better Business Bureau.
You said that you experienced technical issues and ended up returning to your previous provider. You requested a refund.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
Customers who cancel within 30 days of account creation will have the service fees refunded. Activation fees, if
applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required. For more information, please visit ******************************************************************. Because autopay was not activated on your account, you are ineligible for the 30-day money-back guarantee. Nonetheless, an exception to this policy was made and a refund in the amount of $47.94 was issued to the credit/debit card ending in 9848.
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: 09/08/2025
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:08/08/2025
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 purchased an iPhone 12 on November 23 2023. The device is locked to ****************** network. I had the phone active for over the 1 year stated in the policy for unlocking. Today August 8th 2025 I tried using the phone on another carrier but its still locked. I reached out to boost mobile customer service via phone and online chat and they stated its showing it wont be unlocked until December 2025. This phone should be able to be unlocked by now its almost been 2 years since initial activation and I stayed active with my plan until December of 2024 when I bought a new phone. Do better boost and help me unlock this phone so my son can use it.Business Response
Date: 09/04/2025
August 15, 2025
Ms. ****** *********
***************************
***********, ** 17307
Re: BBB Complaint #********
************ - *************
Dear ******************************* 11, 2025, we received your complaint, dated August 8, 2025, filed with the Better Business Bureau.
You stated that you purchased an iPhone 12 with IMEI ending in 7288 on November *******, and have had an active account for over a year. However, customer care has informed you that the device has not been active for 12 months. You requested that it 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 account found that the device in question was never activated on your account, making it ineligible for unlocking under our policy. Nonetheless, an exception to this policy was made and the device has been unlocked in our system.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).
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:08/08/2025
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.
My phone broke last weekend. They were offering a free phone with an upgrade than a discounted phone; they that discont phone delivered in three days. I've spoken to five reps so far: everything they have said has turned out to be untrue or a broken promise. It's not a week later and the phone hasn't even shipped yet. The whole premise of me taking their offer was to have the phone in three days. Now, a week has gone by, no phone, hasn't shipped and the purported head manager of boost mobile: Jaden ******** claims that it can take as long as they say it takes and that they did nothing wrong by lying to me. Boost mobile is dangerous, they are toxic and ****** a culture of deception and hiding.Business Response
Date: 09/04/2025
August 18, 2024
Mr. ****** ******
****************************************>***********************
Re: BBB Complaint #********
************ - *************
Dear **************************** 8, 2025, we received your complaint, dated August 8, 2025, filed with the Better Business Bureau.
You said that your phone broke, so you tried to take advantage of an upgrade offer that promised device delivery within three days;however, after a week, you still do not have it. You requested a store credit.
Our records show that the upgraded phone was ordered on August 4, 2025, and delivered on August 13, 2025. Although we strive to meet the delivery standards we set, orders can be delayed for various reasons, such as the security verification process and inventory availability. Please understand that, although a particular device might show as available at the time of ordering, orders are fulfilled in the order they are received. Your request for a credit is denied.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********
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