Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

5,030 total complaints in the last 3 years.
1,496 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:10/26/2025
Type:Service or Repair Issues
Status:
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.
So I have a boost account and my husband wanted to purchase a phone for me under his name for our Anniversary. He was approved for the phone and wanted to port my number to the phone. We called customer service before the purchase and was given the instructions on what to do. On the day of delivery 10/25/2025, (store to door delivery) I had the account number and pin ready for the transfer. The *** advised me that he had to activate the phone with a new number and I would have to call customer service to port my number over. I asked him multiple times if he was sure because I had my account number ready. As he was activating the new 17 pro max phone an option to transfer my number popped up on my current 16 pro phone and he said he hadnt never seen that before and he told me it didnt work and I would have to call customer support. After he left I called customer support to get my number ported out and they advised that he was suppose to port the number out and that the ball was dropped. The customer support *** was very helpful but now its a possibility that I will have to get a new number and Im really disappointed about that, I cant even enjoy my new phone because I have to carry around two phones. I really would like this resolved
Business Response
Date: 11/06/2025
October 31, 2025

Ms. Jahmaeshah ********
*********************************************************

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

Dear Ms. ******************* October 27, 2025, we received your complaint, dated October 26, 2025, filed with the Better Business Bureau.

You stated that your new device was activated with a new phone number instead of porting in your current one. You requested your existing line be moved to your new device.

A review of your account revealed that you were attempting to complete a port from one Boost Mobile account to another. During our conversation, it was agreed that someone would contact you to escalate the activation. They worked with you between October 28, 2025, and October 31, 2025, and confirmed your device was functioning as intended. A one-time credit totaling $76.06 was applied across your two accounts as a gesture of customer service.

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: 11/06/2025

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,

Jahmaeshah ********
Initial Complaint
Date:10/24/2025
Type:Customer Service Issues
Status:
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 am a returning customer to **********************. I purchased me and my daughters plans and I paid the first month a couple weeks early. I then decided to add a line for my son and purchased the 16e. I did not know about the buy flow plan so now they took all but 52 dollars on my account and said that I owe 91 dollars. Why isnt there a link explaining this process or even if I wanted to accept this process? I do not feel I should pay this extra money when I have spent close to 600 dollars in the last couple of weeks between 3 lines
Business Response
Date: 11/06/2025
October 27, 2025

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

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

Dear Ms. ***************** October 24, 2025, we received your complaint, dated October 24, 2025, filed with the Better Business Bureau.

You stated that you paid too much in activation fees when reopening your account and requested a billing adjustment.

A review of your account revealed that upon reactivation with the purchase of new devices on October 7, 2025, a service charge of $49.69 was added for the line ending in 0949, which was originally disconnected on November 2, 2024. A payment of $102.99 was made and your account currently reflects a balance of $52.99. In the interest of customer service, the payment of $49.69 has been reapplied to your account as a credit.

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: 11/06/2025

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:10/21/2025
Type:Product Issues
Status:
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.
Purchased two phones through Boost Mobile website on 10/19/2025. Received email confirmation of order and one 10/20/25 received email that phones were about to be shipped. 10/21/2025 @2:05 am receive an email that phones had been shipped, but then @6:03 am receive email same day that the phones could not be delivered. Per *** the return to sender was requested by the sender (Boost Mobile). On 10/21/25 I contacted Boost Mobile through their online chat who told me to contact ************. Spoke with a representative that told me that due to "Security reasons" they could not tell me why Boost Mobile requested the package back, that I would'nt receive a refund until 7-14 days AFTER they receive the phone, and that I could reorder the phones. However, this would put effectively two charges totaling over a $1k on my card. I reiterated my concern with ordering again since they couldn't provide ANY explanation as to why they requested the phones back shortly after sending it to ***. Also, taking issue that a refund won't be issued until up to two weeks and that its predicated on receipt of the phones being that I wasn't the one to put a stop on the delivery to begin with.
Business Response
Date: 11/06/2025
October 23, 2025

Mr. ***** ****** II
*******************
********************

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

Dear Mr. ***************** October 21, 2025, we received your complaint, dated October 21, 2025, filed with the Better Business Bureau.

You stated that you purchased two devices online; two days later, the devices were returned to sender. You indicated that customer care would not disclose sensitive information regarding the return and they informed you the order could be reattempted after you were refunded. You requested an explanation for the cancellation, and for the refund to be expedited.

When we spoke, you said that you understood why agents were unable to disclose sensitive information, and I provided clarity on upgrading your devices. I also informed you that a refund of $520.50 was issued to the credit/debit card ending in 3621 on October *******. You agreed that all of your concerns have been resolved.

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: 11/07/2025

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,

***** ****** Ii
Initial Complaint
Date:10/17/2025
Type:Service or Repair Issues
Status:
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.
Went to Boost mobile 9/13/2025, and inquired on upgrade eligibility (boost Mobile 72nd ******** plz, Omaha NE.Clerk said yes and they had Iphone 16E for ****** Said my rate would change by *****, required due to the upgrade to 16E for the 1 phone line. (from 104 to 114). Got my monthly bill reminder text on 9/19/20, stating bill was $165.20.I went into store, he said he is not sure what happened, He admitted to the error and called customer service to inquire and they told him the entire plan changed with the upgrade. he directed me to call customer care.He directed me to call customer care myself.I called and was told the only way I could switch would be to return the new phone and reactivate my old plan. Then I could switch each line to the $30.00 per month plan (which wasnt fully unlimited but would be close to what I had). As directed I went back to the store and returned the phone on 9/20/2025. Originally Paid ****** only got ****** back. Had to purchase a new sim card in order to reactivate my Iphone 11, which had been off for 1 week, and also pay a restock fee for the ********* directed I called the customer care back and was told they cant change the plan now!! I got a nice *** that said she would give me a $30.00 credit. I reached out to customer care via ********. I was told it could be changed but I would have to wait till the iphone 16E reflected as returned in the system usually 3-7 ********** 10/17/2025- Reached out to chat and *** said she reviewed with escalations team, now they are saying I have to have plan 6 months in order to change the plan??? When I asked for member of the escalation team, I was told to call in. I called and spoke with ***** on the supervisor team, told me they cant change the plan. Only way to change the plan is to go into the store that made the error and call a member of the escalations team from there and they will get it corrected.
Business Response
Date: 11/06/2025
October 24, 2025

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

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

Dear Ms. ****************** October 20, 2025, we received your complaint, dated October 17, 2025, filed with the Better Business Bureau.

You stated that you upgraded your device at a retail store but you were misinformed about the required plan change and ended up being billed more than you anticipated. You were advised to return your device in order to downgrade your plan. You requested to return to your previous plan.

A review of your account confirmed that the device has been returned and your original plan for the line ending in 3717 has been reinstated. The plan change will take effect on October 24, 2025,and continue with your next billing cycle, a one-time $50.00 credit was applied to your account on October 22, 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
                ******************************************;
                ****************

****** ********
Customer Answer
Date: 11/06/2025

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:10/17/2025
Type:Service or Repair Issues
Status:
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 iphone 11s before Christmas 2023 for my kids outright without the warranty for $400 each for my son and daughter and got with boost as a provider. About 3 months in my daughter broke her phone. I took it to an apple store where it was replaced with the manufacturers warranty but still with boost as a carrier. Fast forward to now we moved and have spectrum with whom I have 2 mobile lines as part of my package. I wanted to move my kids lines over to spectrum since they are in my package. I was able to transfer my son's phone with no issue whatsoever. I cannot get my daughters phone transferred it remains Sim locked by boost. I have been on the phone with them many times over the last month. They say since ***** provided the device that its treated like a "bring your own device" phone. The phone is still carrier locked with boost. For some reason they cant unlock the phone. I met their stipulations awhile ago. I paid for the phone outright and made more than 12 months of uninterrupted payments. The apple store was unsuccessful in attempts to unlock the phone as well. Now it seems the only thing I can do is buy a new phone since they cannot unlock hers for some reason. Their only attempt at a solution was to say sorry thats unfortunate. I escalated with supervisors and no one seems to be able to unlock a boost carrier Sim lock from boost mobile... So now the only solution I have is to buy a new phone since this one is carrier locked and unusable. I dont understand how if its carrier locked by boost that boost can not unlock the device. Please help!
Business Response
Date: 11/06/2025
October 22, 2025

Mr. **** *****
*********************************************************************************

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

Dear Mr. **************** October 20, 2025, we received your complaint, dated October 17, 2025, filed with the Better Business Bureau.

You stated that you had to replace a device shortly after purchase. You wanted to port your phone number to a new provider, but you have been unable to unlock this device through *****, or in our system. You requested a refund.

A review of your account confirmed the device was activated under the **** (Bring Your Own Device) in our system, so I unlocked it in our system today. I sent you an email updating you on the devices status.

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: 11/06/2025

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:10/15/2025
Type:Product Issues
Status:
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 paid off my iPhone 16 Pro Max with Boost Mobile on September 14, 2025, with a total payment of $866.69. After not receiving any confirmation, I contacted Boost Mobile support and a ticket was issued and marked resolved on September 24, 2025, stating that I would receive my proof of device payoff and billing documents by mail within 14 business ******* has now been well beyond that period, and I have still not received any documents. I have contacted customer service several times, but they keep saying it will arrive soon without giving any clear timeline or update.I am requesting Boost Mobile to immediately send the official proof of payoff and billing statement reflecting my full payment. This issue has been ongoing for over a month with no action or support, despite multiple assurances from their agents.
Business Response
Date: 11/04/2025
October 23, 2025

****** ***** *** ****** ******
************************************* 3A
**********, ** 27405

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

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

On October 15, 2025, we received your complaint, dated October 15, 2025, filed with the Better Business Bureau.

You stated that you made a final payment of $866.69 for your device on September 14, 2025, but you did not receive verification that it was marked as paid in our system. You requested this proof and a billing statement reflecting the full payment.

Our records confirm that the device was paid off in full on September 14, 2025. It was unlocked and you ported your phone number to another carrier the same day.

Enclosed is a copy of your final billing statement for your account, as requested.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

Enclosure

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

                ***** *****
Customer Answer
Date: 11/04/2025

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:10/14/2025
Type:Billing Issues
Status:
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 charged me $472.37 without authorization, then refused to issue a refund despite my timely compliance with their activation terms.Details of the Dispute:I purchased a device from ******************** on 8/8/2025. On 10/10/2025, my card was charged $472.37 without my authorization because I did not activate the device within a specific timeframe.After the charge was processed, I received an email from Boost Mobile stating that if I activated the device by 10/17/2025, the charge would be refunded. I complied and activated the device on that same day 10/10/2025.Despite meeting their terms, the refund has not been issued. When I called Boost Mobile customer service, they were unhelpful and unable to process the refund.Desired Resolution:I am seeking an immediate and full refund of the unauthorized charge of $472.37.
Business Response
Date: 10/29/2025
October 16, 2025

Mr. *** ******
2421 Molino
*********************;

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

Dear Mr. ***************** October 14, 2025, we received your complaint, dated October 14, 2025, filed with the Better Business Bureau.

You said you were charged $472.37 because you did not activate your phone within the provided timeframe. You received an email informing you that you would receive a refund if you activated your phone by October 17, 2025, which you did. You requested the charge be refunded.

The Boost Mobile Terms and Conditions state that if you do not activate your Device(s) on the ******************** network within 30 days of purchase, you may be charged the full MSRP of the Device(s) (less your purchase price), if applicable, to the card used today or any alternative method.

A refund of $472.37 was issued on October 15, 2025; please allow 3-5 business days for processing and delivery. However, on the same day you disputed the same charge returning the full $472.37 to the card used to make the payment. Therefore, the balance will remain on the account as valid. Once the chargeback is either lifted or paid back, your service will be restored.Please note, after 90 days of nonpayment, your account will be canceled and the associated phone number lost.

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: 11/07/2025
Thank you for your assistance in helping to facilitate communication between myself and Boost Mobile. I wanted to update you on the resolution of the issue regarding the unauthorized charge of $472.37 on my credit card.

On 10/16/2025, I was contacted by a representative named ****** from Boost Mobile, who confirmed that the refund would be issued as promised in their original email communication. I informed her that I had disputed the charge with ******** ******* and agreed to cancel the dispute once the refund was reflected on my credit card statement, which I have since done.

I am grateful that the issue has been resolved, but I would like to take this opportunity to express my concern about the initial handling of my case. Specifically, I had a negative experience with a customer service representative named ***** ********* *** ***** During my call on 10/14/2025, Wendy was unhelpful and stated that no refund could be issued, despite the clear instructions in Boost Mobile's email. Her refusal to assist or escalate the issue was the main reason I had to escalate the matter to the BBB and dispute the charge through ******** *******.

Given that this situation was unnecessarily prolonged due to ******* lack of support, I would appreciate a written apology from her to address this unfortunate experience. I believe this would help to ensure that Boost Mobile is aware of how their initial handling of the situation impacted my experience as a customer.

Again, thank you for your time and attention to this matter. I look forward to your confirmation that the issue has been resolved and that the refund will be processed shortly.

Sincerely,

*** ******
Initial Complaint
Date:10/13/2025
Type:Service or Repair Issues
Status:
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 paid my bill due on 10/11 on 10/03. On 10/10 I was sent a bill for .01 cent. I called Boost. The *** said to ignore the charge. As of 10/13 Boost stopped my service. Over a 1 cent charge they told me to ignore. I'm waiting to see what their actions are before filing a lawsuit.
Business Response
Date: 11/06/2025
October 29, 2025

Mr. ****** ****
*****************************************
*****************

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

Dear Mr. *************** October 14, 2025, we received your complaint, dated October 13, 2025, filed with the Better Business Bureau.

You said that you paid your monthly bill, but then received notice of a $0.01 balance due. You contacted customer care and you were told to disregard this, but your service was still interrupted. You expressed concern with being overcharged.

I contacted you by phone today and left a voice message offering my assistance.

A review of your account reveals that your surcharge increased by $0.01; because you paid before the bill cycled, this resulted in you paying less than what was due.

We will review your calls for quality assurance. In the interest of customer service, I applied a $10.50 credit to your account.

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

                ****** Steffani
Customer Answer
Date: 11/07/2025

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.
Thank you for the credit. I appreciate that!
Sincerely,

****** ****
Initial Complaint
Date:10/12/2025
Type:Order Issues
Status:
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 September 19th I paid off all three (there were only 3) devices on my account. I was assured there would be no more device charges. The total cost was over *******. My bill for October should be less than ****** but instead it says ******. I called support on 10-5-2025 and was told they would take care of the mistake. The bill amount coming up (on October 18th) still has not changed. Today the support manager says the extra charge is a device fee from the previous month. This is a direct contradiction to what I had been told. I had decided to switch cell carriers because I live in a rural area and the reception was not very good. Up until this point though I had a positive view of the company, Boostmobile. Now though I get the impression that they are trying to take advantage of me because I'm leaving them for a different service. The bill should be ***** Plus ***** (******) and not the ****** they are trying to force me to pay. I normally would have just grumbled and let it go, but I work for the ****************** and received my last pay check last week for a very reduced amount over what I should have made so this is important to me.
Business Response
Date: 10/29/2025
October 22, 2025

Mr. ******* Friend
********************************************************

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

Dear Mr. ***************** October 13, 2025, we received your complaint, dated October 12, 2025, filed with the Better Business Bureau.

You stated that you paid off all three financed devices on the account, but the monthly bill was higher than expected; it should have been about $100.55, but you were charged $139.98. You requested a billing adjustment.

A review of the account found that all three devices were paid off; however, the line ending in 0795 was on the Infinite Access for iPhone plan. This plan allows for a device upgrade with trade-in each time a new iPhone model is released. As the plan is meant to have a financed device active on it at all times, no discount was applied to this line when the associated device was paid off. However, as the device was paid for in full, the plan for this line can be downgraded to our $25.00 Unlimited plan at any time.

Our records indicate that a billing adjustment of $44.43 was applied to the account on October 16, 2025, lowering the amount due to $95.55, and a payment for this amount was processed the same day.

We apologize for any inconvenience you may have experienced.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 10/30/2025

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,

******* Friend
Initial Complaint
Date:10/12/2025
Type:Billing Issues
Status:
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 started boost mobile in January 2025 I was told I was eligable for their new plan for ***** a month with the free phone. I've been charged that amount in billing of $41.08 since. Last month September 2025 my billing changed to $69.24. They started charging me for the phone. I called and they immediately said it was their error and would fix it. A ticket was created and approved according to Boost mobile on September *******. I was told my October **** would have a credit for the over charge in September 2025 and going forward future billing would remain at the $41.08. I have the recordings where I spoke with Boost Mobile after asking permission to record the conversation first, I was given permisdion.These recordings will substantiate my claim along with the billing history. I'm asking for the credit starting on September 2025 and October 2025 and all future billing.
Business Response
Date: 10/29/2025
October 28, 2025

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

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

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

On October 13, 2025, we received your complaint, dated October 12, 2025, filed with the Better Business Bureau.

You said that when you initiated your account, you were told you would receive a free device with a $45.00 plan;however, your rate has increased. You asked that we honor this offer.

A review of your account reveals that you signed up for a free device under our Infinite Access For iPhone plan, which is $65.00 a month. However, you called in a couple days after you activated and changed your plan to Unlimited. Subsequently, our system applied a credit that was not due; this was until we completed an audit of our records and your billing was corrected. Unfortunately, the finance charge is valid unless you switch back to the Infinite Access For iPhone plan.

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

                ****** Steffani

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