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
- 4,968 total complaints in the last 3 years.
- 1,521 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/30/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called boost to remove my insurance on one line and they removed it from both now they're saying we dont have an insurance option and they would never remove without authorization no one authorized them remove it and tired of hearing apologies when they as a company are to blame for the mishapBusiness Response
Date: 08/26/2025
August 4, 2025
Mr. **** *****
****************************
*****************
Re: BBB Complaint #********
*************
Dear Mr. **************** July 30, 2025, we received your complaint, dated July 30, 2025, filed with the Better Business Bureau.
You stated that you asked for Boost Protect to be removed from one device, but it was removed from multiple ******** requested the insurance be reapplied to the correct device.
While investigating your complaint,I was unable to identify an active account with multiple devices that corresponds with the provided name, physical address and phone number provided in your complaint. In order to investigate this matter further, please contact me directly at ************** to discuss your concerns.
We apologize for any inconvenience this may have caused you.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/30/2025
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/13/25 I went to the *********** in ****** ** to buy a new iphone because my old one was broken. The salesperson suggested I switch carriers from Spectrum to Boost Mobile and said that ***** partnered with Boost and it was great. ******** had just raised my rate, so I thought why not. For some reason it took the Apple *** 2+ hours to call Boost and get my account activated. Then he said he couldn't finish porting it over and I had to go to the local Boost store. Then, the *** in the Boost store had no idea why I was there and said he couldn't help. Driving home a phone call dropped out 3 times and I realized Boost was unacceptable carrier for my needs and I made a mistake. As soon as I got home I switched back to Spectrum mobile from Boost. I called Boost that day and told them I was leaving and they put me back with Spectrum. That should be the end of the story but NO. I kept getting bills and emails from Boost. I called them 6 times to say I WAS NOT A BOOST CUSTOMER. They kept saying sorry. However, a few days ago $55.10 was deducted from my bank account for my ********************** bill. I went to the Apple Store to complain and the manager said "You signed a contract for 3 years with Boost - too bad! You're on autopay!" I said I never signed anything. Show me the contract and my signature and he said, "Well, you pushed a button." I added "I was never told it was a 3-year contract." I added, "Pushing a button? That is not a legal contract." And the Apple *** said, "If you are threatening me with a lawyer then this conversation is over." I asked for the name of the salesperson and a copy of the receipt and he refused both requests. Then he got on the phone with Boost and he said, "You had 14 days to cancel and you didn't." (I had canceled in 3 hours.) He later said "They will let you out of the contract if you pay them $55.10." I'd been in the *********** for over 2 hours by then and I was exhausted and sad. REQUEST: I'd like a refund of $55.10 please. And then no more BOOST.Business Response
Date: 08/26/2025
August 15, 2025
Ms. **** *****
********************************************************************
Re: BBB Complaint #********
*************
Dear Ms. **************** July 30, 2025, we received your complaint, dated July 30, 2025, filed with the Better Business Bureau.
You stated that you ported your phone number to Boost Mobile at an Apple store on June 13, 2025, but the service was not working well, so three days later you ported back to your previous carrier. You were charged for a month of service after porting out, so you returned to the Apple Store. You said that the store employee told you that you signed a three-year contract and your account was on autopay. You asked for a receipt,but your request was denied. You requested a refund.
We apologize for any inconvenience you may have experienced at the Apple Store.
Boost Mobile does not use contracts for cell phone service. Our records indicate that a device was financed with a three-year term on your account. It was fully paid off on June 16, 2025.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and authorized a $55.18 refund. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
***** *****Initial Complaint
Date:07/30/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/25 I ordered two iPads financed through my account as I already have a phone line with them, I paid the taxes and first month on the iPads, amount taken from my checking account. The order has said processing for 5 days, not processed not shipped, I reached out to customer service multiple times explaining I am moving my 8/2 and if the iPads are not going to be delivered before that I need the order cancelled or shipping address changed, three times the **** told me they cant cancel or change the address so basically too bad for me, the third time I was connected to a *** going by the tag name *** ****** basically making fun of gay people, I have screen shots or two of the three agents telling me too bad and the tag name, horrible customer service its utter bull that an order cant be cancelled with this company and that they cannot change a shipping address or actually process an order, never ever have I experienced such incompetence and horrible serviceBusiness Response
Date: 08/26/2025
August 2, 2025
Ms. **** *********
***************
*********, FL 32503
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************** July 30, 2025, we received your complaint, dated July 30, 2025, filed with the Better Business Bureau.
You expressed concern with being unable to change the shipping address or cancel an order.
Regrettably, due to system limitations and in an effort to avoid fraud, we are unable to cancel or change the shipping address for an order that has already been placed.
Our records reflect that your devices will be delivered under tracking number 1Z0R954E3505684982 on August 5,2025.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** SteffaniInitial Complaint
Date:07/30/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My card has been charged twice, once on 7/29 and once today 7/30 for $26.18. I do not have service with boost mobile. Prior to this, I had service years ago. I've never once paid for anything with this card, so I don't even know how they would have this information. It comes up as BOOST MOBILEENGLEWOODCOUS as the merchant. Due to other hardships in my life, I hope it does not continue.Business Response
Date: 08/26/2025
August 14, 2025
**** ******
Schererville, IN 46375
Re: BBB Complaint#********
*************
Dear **** ******:
On July 30, 2025, we received your complaint, dated July 30, 2025, filed with the Better Business Bureau.
You expressed concern that Boost Mobile charged your card $26.18 on July 29 and 30, 2025. You do not have an account with us and you said that you have no idea how your card was used.
I was unable to find any link to your name, phone number or email address in our system; please dispute these charges with your financial institution.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/29/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7-14-2025 I received a bill for month of service from 7-13 through 8-13. Number was ported out and service canceled on 7-16. Billing for service was not prorated, new billing amount for cancelation/equipment fees not provided. On 7-29 charge was attempted for billed amount from 7-14, contacted company to request prorated update for days of service not provided. Was advised that Boost mobile does not prorate, and charge is valid even though service is not being provided.Business Response
Date: 08/26/2025
August 2, 2025
Ms. ******** ******
********************
*******, VA 24314
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 30, 2025, we received your complaint, dated July 29, 2025, filed with the Better Business Bureau.
You expressed concern that Boost Mobile does not provide prorated credits for unused services.
If services are canceled before the end of your billing cycle, we do not prorate charges to the cancellation date, and you will not receive a credit/refund for any unused services. We regret that you disagree with our policy.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/29/2025
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 my iPhone from boost over a year ago when I bought the phone I was not told I would be locked into service with boost with this device for a year before I could transfer device. In April I contacted boost to transfer my device and number to new provider because I get terrible service everywhere with boost and was told multiple times I had to wait until the end of June 2025 to transfer my device for it to be unlocked. July 2025 comes I call to unlock device and now Im being told September and they have took it upon themselves to restart the 12 months for when I had to file a claim through a 3rd part insurance pay more then what I bought the phone for an have it replaced by *****. In what world does a company get to restart a contract based off me filing an insurance claim with a third party and having my device replaced that I paid for. You dont get to create a new contract based off that it had nothing to do with boost. You cant talk to anyone who can do anything not to mention I was told multiple times on a recorded call in April I could transfer my device at the end of June. Boost will not let you leave and take a device you paid for its a *****. The service is terrible and if they DONT fix this and unlock my device so I can move service I will seek legal remedies. Ive spend way to much money on a phone bill with them every month for service I can never use because I have none. Anytime I go to make a call it either is call failed or it calls boost.imagine that.Customer Answer
Date: 08/06/2025
I want my phone unlocked so I can transfer my services as its past the time I was originally told. I want the 12 month contract from when I purchased phone honoredBusiness Response
Date: 08/25/2025
August 15, 2025
Ms. ******** *****
**************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** July 29, 2025, we received your complaint, dated July 29, 2025, filed with the Better Business Bureau.
You said you purchased your iPhone over a year ago, and you were not told it would be locked for a year. In April 2025, you tried to transfer your device and number to another provider, but you were told you had to wait until June 2025. When you contacted us then, you were told you had to wait until September 2025 due to an insurance claim, the 12-month time frame was restarted.
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
When we spoke on August 15, 2025, I informed you that your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card inserted.
*** 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).
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
****** ********Initial Complaint
Date:07/29/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There is a debit card on my account that does not belong to me and I have asked several representatives to remove it for that reason. They will not remove it unless I give them a debit card in exchange for removal. That is not my card or the the address underneath the card. Need it removed. Please helpBusiness Response
Date: 08/25/2025
August 6, 2025
Ms. ***** ******
*******************
**********************
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** July 29, 2025, we received your complaint, dated July 29, 2025, filed with the Better Business Bureau.
You said there is a debit card on your account that does not belong to you. You asked for it to be removed; however, it cannot unless you provided a replacement. You want it removed and an explanation why you need to provide a different card.
Currently, there are no credit/debit cards linked to your account. The reason you were told you needed to have another card on file is because you are on the Unlimited $25.00 per month Forever plan. To maintain the $25.00 monthly rate, you must have autopay active on the account;otherwise, your rate is $30.00 plus tax and surcharges.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/29/2025
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.
Ive been a Boost Mobile customer for 3 years, but recent service has been unacceptable. On June 25, I called to port my number to Spectrum due to a cheaper rate. Boost tried to match the rate for 3 months, but I declined. I was then told my phone was locked due to being purchased on ******** though I paid in full. This lock-in policy was never disclosed.I attempted the port, but Spectrum couldnt complete it due to the phone being locked. Boost refused to unlock it, saying I had 4 months left on a 1-year lock from my October 2024 purchase. I asked to resume Boost service since I had 15 days left, but they claimed my account was reset and forced me to pay $15.31 to reactivate. I then got locked out of my account for almost a month and couldnt manage or dispute my bill.On July 26, I verified my identity in-store and got service restored. Id paid for a full month (July 3), but only got 15 days. I also lost a $25/month promo because I turned off auto-pay while locked out. Im requesting a refund or credit for lost service and reinstatement of the promo rate.Business Response
Date: 08/25/2025
August 1, 2025
Ms. **** *********
***********************
********************************
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************** July 29, 2025, we received your complaint, dated July 29, 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 attempted to port your phone number to a different carrier. However, you learned that your phone does not meet our unlock policy requirements. During the process, you also incurred unexpected charges due to an inability to pass verification over the phone or in person, causing you to experience some days of interrupted *********** requested another port-out pin and credits be applied to your account.
The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. Your device would be eligible for unlocking on October 15, 2025; nonetheless, it has been unlocked in our system as a customer service exception.
*** 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:07/29/2025
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 initiated a contract with Boost Mobile for cellular service. I used an Apple Trade-In program to receive a discounted rate with BOOST, which required me to trade-in my existing IPhone and receive an new IPhone from *****. In this promotional offer, BOOST mobile would finance the new Iphone and I would use their cellular service. However, when I received the new phone and attempted to hook it up to my existing phone number though BOOST Mobile, BOOST was not able to hook the phone up to my existing phone number. I tried several times to facilitate this through BOOST, but they could not hook it up. Therefore, I returned the new phone to *****, received a confirmation of the return (Apple Return Confirmation number is HAG3324363, phone number ************), and cancelled the service through BOOST. However, even though I called and talked to BOOST mobile several times, and talked to several managers, they have not stopped the monthly service fee coming out of my checking account (which is $33.31 a month). I have also talked to ***** several times, and ***** says they have put several notes on the account, showing that I returned the phone to *****. The service on my phone was never established with BOOST and the phone was returned to *****, but BOOST says they can't stop the reoccurring monthly withdrawal from my checking account form $33.31. This has gone on since June 13th or thereabout. I am at a loss of what to do and am infuriated with BOOST mobile's ineptness. Thanks for your help in this matter!Business Response
Date: 08/25/2025
August 8, 2025
Mr. **** *******
************
***********************;
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** July 29, 2025, we received your complaint, dated July 29, 2025, filed with the Better Business Bureau.
You said that you canceled the account and returned your phone to *****; however,you continued to be billed. You also stated that ***** has told you multiple times that they have input several notes to indicate the phone was returned.
A review of your account found that the phone was returned, but the process had not been completed causing the additional charge. This has been corrected and a refund will be issued.
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:07/29/2025
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 have been a loyal boost customer for years , i had to purchased a new phone without me given any disclosure that i could not unlock my phone to a new carrier in less than a year. There was no disclosure or info telling me this. I WANT MY PHONE UNLOCKED When i called boost the gentleman in the ***********( customer service) told me to return the phone in the original box so they could resell it. He told me i would get nothing for the phone. Then laughed and called me an idiotBusiness Response
Date: 08/26/2025
August 2, 2025
Mr. **** *****
PO Box 16034
********************
Re: BBB Complaint #********
************** - *************
Dear Mr. **************** July 30, 2025, we received your complaint, dated July 29, 2025, filed with the Better Business Bureau.
You said you purchased a new device and the unlock policy was not disclosed to you. You also expressed frustration with the customer service you received. You requested for your device to be unlocked or to receive a refund for it.
My attempts to contact you on August 1 and 2, 2025, at ************** were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.
The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. 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. Please note, it is your responsibility to review the terms and conditions prior to establishing service with Boost Mobile.
At this point, you are outside the return window to return the device, so the store will not accept a return.
We strive to provide excellent 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
****** ********
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