Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,969 total complaints in the last 3 years.
1,516 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:09/05/2025
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 pay my Cellphone bill every month with Boostmobile. Im having issues with my cellphone and they are being disregarded. One they lied about unlimited Data. I only get 30GB. I told them Im on FaceTime and my phone goes completely silent. They said it was a Wi-Fi problem. Not if I have cellphone service. My data automatically should pick up when the Wi-Fi drops. It doesnt. My phone is getting hot. 30GB of data isnt enough when Im at work with no WiFi and I have to use my data. They said if I want more data I have to pay for it. Why pay 2 times for data when I should be receiving unlimited data. Like please make it make sense. My home WiFi has been out so, I had to use data. My cable company will be here Monday to fix my problem. Now I need my phone fixed. I live in ********* without family. My aunt worries when she cant see me on FaceTime. Please help me fix and understand this problem that seem to continue.
Business Response
Date: 09/12/2025
September 10, 2025

Ms. ********* *****
**************************************************
************************;

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

Dear Ms. **************** September 8, 2025, we received your complaint,dated September 5, 2025, filed with the Better Business Bureau.

You said you were not informed you would only receive 30 GB of data on the Unlimited plan. You also indicated that when you try to use FaceTime, your phone goes silent; you were informed this is an issue with the Wi-Fi. In addition, you mentioned that your phone gets hot. You requested a billing adjustment and for your device to be repaired.

When we spoke, I informed you that the Boost Mobile website clearly shows that if you use more than 30 GB of data on the unlimited plan, your data will be throttled. You may upgrade your plan to the Unlimited +or Unlimited Premium to receive extra data. You can also purchase data packs.

Please note, ******** does use data unless you are connected to Wi-Fi.

Our records show you do not have device insurance, so you will need to address the overheating issue with the manufacturer, *****. We are unable to replace the device.

I applied a $10.00 courtesy credit to your account for the inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 09/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *****
Initial Complaint
Date:09/05/2025
Type:Service or Repair 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.
I purchased a phone at the apple store and opted for Boost Mobile. Boost mobile activated service and did not use my current phone number. I was told by Boost Mobile that in order to get my existing phone number, I had to return the phone and start over with the activation process. I cancelled the account and returned the phone immediately. I received a bill for the first month of service and when I reach out to the company was told that the bill would drop off when the system caught up. Im now getting emails saying my account is overdue.
Business Response
Date: 09/12/2025
September 9, 2025

Mr. ****** ********
*************
*********************;

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

Dear Mr. ******************* September 8, 2025, we received your complaint, dated September 5, 2025, filed with the Better Business Bureau.

You said you purchased an iPhone at the Apple store and activated service with Boost Mobile. You wanted to port your phone number in, and you were told you needed to return the device and start the process over. You did return the phone, but you continue to receive emails from Boost Mobile about your bill being due.

A review of your account confirmed the device was returned, but the account is still active. I did not find any payments were collected. I canceled the account and brought it to a zero balance, and there should be no further action required on your part.

We regret any inconvenience you may have experienced.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:08/22/2025
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.
Account #************** IMEI 1 *************** IMEI ******************************** Phone # ************ PIN **** So, a few days ago, I was searching for a phone provider to use. I was told about Boost Mobile. I had to borrow a phone since the one I was using before messed up. I called customer service and I was told about the iPhone 16 deal with the $60 unlimited plan and that the phone was unlocked. Even though I didn't plan on switchingI still bought the phone because I was told it was unlocked. Well I got it in today and find out it is sim locked. I do not appreciate being lied to. I would like my phone ot be unlocked like I was told on the phone it was before I bought it. If you don't want to unlock it that is fine but I want a service credit for next month and possiblythe month after. If youcan only do 1 month that is fine. If you could unlock it which I prefer you would that would be great. I will still stay with Boost Mobile. I just don't like being lied to. Not a great first impression. Looking forward to your reply.ThanksTravis
Business Response
Date: 09/16/2025
September 4, 2025

Mr. ****** ********
**************
*********, ** 41838

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

Dear ****************************** 25, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated you purchased a device with the impression it would be unlocked. You requested the device be unlocked or to receive a one month credit.

Boost Mobile will unlock a device under the following circumstances, in accordance with our unlock policy:

        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

We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. We cannot unlock the device associated with IMEI ending in 4355 until August 21, 2026. A one-time credit of $61.54 has been applied to your account in the interest 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: 09/16/2025

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:08/22/2025
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.
In April of 2025, I purchased an iPhone 15 at full price to get a promotion of one year of free service. Between April and August 2025 the promotion has not been added to my account. Each month I get charged and I have to call back in. They give me a credit each month for the amount I paid but I am still not getting the promotion. I have called their customer service number, I have used the chat function, I have gone into a store. Every month I get told that it has been corrected and I will see the credit in the next billing cycle. I have been told the credit will show in within five days of the billing date, within three days of the billing date and on the billing date. The credit has yet to show up. Twelve months of free service at $25.00 per month is $300.00 for one year. I am being charged each month then credited so I am getting screwed over. They do not offer refunds so I am still paying. I cannot get any help with this.
Business Response
Date: 09/16/2025
August 25, 2025

Ms. ****** ******
************************** B
*********, ** 24450

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

Dear **************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated that on April 5, 2025, you purchased a new device in order to receive a free year of service. However, the $25.00 monthly promotional credits have not applied properly to your account. You reported this and two of the $25.00 credits were added to your account by customer support, but thats all. You would like the promotion honored.

When we spoke on August 25, 2025, I advised you that our back office was able to add the promotion correctly to your account. I also applied a $75.00 credit to cover the three months you did not receive the discount.

We regret any inconvenience.

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: 09/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Click here to view the original complaint details.
Sincerely,

****** ******
Initial Complaint
Date:08/22/2025
Type:Service or Repair 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.
My husband works for Boost mobile and has been dealing with this issue for months. Where boost does not pay their employees. They take away their commissions checks every month. They are committing fraud by stealing customers information. Requesting the employees send the customers information to the main bosses every sale they make. They purposely do not give them their commissions checks. These are the store locations that are having this issue Boost mobile ****************************************************************************************** Boost mobile Mercedes *****
Business Response
Date: 09/16/2025
August 26, 2025

Mrs. ****** ********
***************************************************************;

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

Dear ******************************* 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated that your husband works for a Boost Mobile retail store and he is not receiving his proper commission checks.

Boost Mobile retail stores are individually owned and operated; therefore, we are unable to assist regarding this matter. While your store complaint has been sent for review internally, we encourage you and your husband to work with the management of the retail store in question.

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ********* *****
Initial Complaint
Date:08/22/2025
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 ordered 2 phones boost mobile took 286$ i never got my phones i called they said a refund was issued.but my bank said it hasn't i also went in to a boost store and the *** told me it 2 pending lines on my account it never was canceled.whem I called they hangup on me or have me on hold for ******** the process of doing a police report.
Business Response
Date: 09/16/2025
September 5, 2025

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

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

Dear ************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You said that you ordered two phones, but you never received them or a refund. You requested a refund or a store credit.

Our records show that a refund was issued on September 4, 2025.

We apologize for any inconvenience this delay may have caused.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 09/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.

Sincerely,

****** ****
Initial Complaint
Date:08/22/2025
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.
As a Boost Mobile customer for years, I have experienced extremely poor treatment this week. Over the past week, I have been left without phone service due to multiple failures in Boosts processes and customer support.After purchasing a new ********************************* unlocked phone, they couldn't get it activated and I was told I needed a new Boost Sim card. To save time in activating, I drove to ******* and purchased their Boost Sim Kit. This still didn't work in activating my phone.Over the course of several days, I spoke with multiple Boost representatives, including advanced technicians, but no one was able to restore my service.On 8/20/2025 I attempted to transfer my account to Metro by ************************, when there, I was told by Boost I had to travel to the nearest Boost store to verify my identity with my drivers license to get a transfer ****** the ********************** store, the young lady handed me the phone to speak to the Boost verifier. I was then told I had to answer three additional verification questions:1. My Social Security number, which I verified 2. Last four digits of the card I use for my auto payment, which I verified 3. The date of my last payment. Because my account is on autopay, I could not provide the exact payment date. I could not look it up because I had no phone service to be able to get into my credit card account. For this reason, I was told I could not be verified, and despite multiple requests, I was refused escalation to a manager. I was then informed my account would be locked for seven days.I was left completely without a working phone for more than five days, unable to make or receive calls except emergency calls. I was forced to make multiple trips and phone calls, endure contradictory instructions, and was denied reasonable ****************, I am going to go to another carrier and sign up for their service. As a 76 year old female, living alone, I cannot be without a phone.
Business Response
Date: 09/16/2025
September 10, 2025

Ms. **** *****
**********************************************
*********, ** 30533

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

Dear *************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated that you purchased an unlocked cell phone and attempted to activate Boost Mobile service on the device. After many attempts with customer care and a retail store, the device was still not activated. You were also not able to pass our security verification, causing a further delay. You decided to transfer your service to another carrier, and you requested to receive an apology for the trouble you were put through.

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. These measures include verification of a one-time password sent to the caller by SMS. If a caller cannot verify the account through this method, they are transferred to our account security team for further verification. If a caller cannot verify the account, no account details can be provided.

Our records indicate that you spoke to a Boost Mobile representative on August 25, 2025, who was able to provide a transfer PIN. Your phone number was then ported to another carrier on August 26, 2025.

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: 09/16/2025

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:08/21/2025
Type:Service or Repair 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.
I ordered two cellphones that were supposed to be delivered on august the 11th and the 12th I requested a refund on the 13th and was told it was gonna take 72 hours for my ticket to go thru I called back that following Monday and was told it was gonna take 7-10 business days I called back all that week and was told the same thing I called today and asked to speak to someone in upper management or a supervisor a supervisor came to the phone and told me the same thing and said there is nothing she can do about it she told me they sent me a email saying that they were going to send the phones and for me to send the phones back to them I explained to her that I did not want the phones I wanted my money back I told her it took them a split second to take my money out of my account so why cant it be a split second to put my money back on my account and then she also just told me that the request for the refund was never put in and that she was going to put a request for a refund in today so what I asked her was do I have to wait another 72 hours for the ticket to go in or another 7-10 business days and she told me yes Im going to have to wait another 72 hours and 7-10 business days and wait for the phones to return and I explained to her again I did not want the phones I wanted my money back which is $336.72 I explain to them prior that I needed the phones by august the 11th because I live in A high crime area neighborhood and my son rides the city bus and he need a phone I still havent received the phones which I dont want at this point I just want my money back soon I have a screen shot of my order of the two phones saying it hasnt been set up yet so they are insisting that I receive these cellphones instead of my money also if the operator seen that they sent me a email saying that they are going to send the phones and that means I put in a request for a refund so how are they putting a request for a refund today if I already did it
Business Response
Date: 09/16/2025
August 29, 2025

Ms. ******* *******
*************************
*******, ** 48219

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

Dea ***************************** 22, 2025, we received your complaint, dated August 21, 2025, filed with the Better Business Bureau.

You expressed concern with the time it will take for you to receive a refund for a canceled order.

A review of your account reveals that a refund of $336.72 was provided on August 22, 2025, for the payment you made on August 9, 2025. We regret you do not agree with our refund process and timeline. We thank you for 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

                ****** Steffani
Initial Complaint
Date:08/21/2025
Type:Product 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.
I ordered a phone 06/25/2025 I never even received the phone because the day it was set to be delivered I looked at the status and it was being returned the phone reached the dock and was giving to ******. Everytime I call I get told the same thing 7-10 business days for your refund then on the 10th day I still dont receive anything so here I goes august 6th I call and they tell me the same thing now here it is the 20th they trying to say I received it on the 6th but how is that possible if I called on the 6th & 7th .. I also called my bank and we went over my transactions and my recent deposits/disputes and I have not received anything by boost mobile. Its now august 21st and now shes trying to tell me the money never my account when I have literal proof that it did .. I just want my money .
Business Response
Date: 09/16/2025
September 8, 2025

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

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

Dear ***** ****:

On August 22, 2025, we received your complaint, date August 21, 2025, filed with the Better Business Bureau.

You said that you never received a refund for a phone you ordered on June 25, 2025, even though it was returned.

Our records show that the payment was reversed;therefore, the original charge/draft never completed (did not debit your credit card) and a refund is not warranted.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:08/21/2025
Type:Product 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.
I called into boost mobile order 2 iPhones. They charges me ****** and the next day they canceled the order on the 6th the order was placed on the 4th of august they told me to expect my refund in 10 business days and today is the 10th business day now they saying they refunded 217 that I have not received so they gonna work on getting my other 100 dollars and I will have to wait another 10 business days have talked to several supervisors and all they can say is 10 business days so unfair to steal my money when they making all the money and they show little to no concern because its not there money
Business Response
Date: 09/15/2025
September 4, 2025

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

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

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

You said that you purchased two phones for the total price of $317.39 on August 4, 2025. You canceled the order on August 6, 2025, and you were told you would have a refund within ten business days. However, the refund you received was short by $100.00 and you requested the remaining amount be refunded.

Your billing and payment history shows all monies were refunded on August 20 and 21, 2025, to the card ending in 3021; however, they must be processed through the banking system electronically and we do not control the timing of this process. No further refunds/credits are due.

We apologize for any inconvenience this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

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

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