Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
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.
- 1,500 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:12/12/2024
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.
Approximately 6 months ago I subscribed to Boost mobile. The service worked fine until Monday December 9, 2024. That morning when I tried to make a call, as soon as I input the number a message showed up "call ended" I tried several more times with the same result. I tried other numbers with the same result. I then tried to text and received a "Not delivered" message. Not having any other form of communication I went to the local ******* store but, although they sell Boost Service they could not help me. I then Travelled 90 minutes to the closest Boost Mobile store. I spent 3 hours there with the technician who could not fix my phone. He suggested I contact Boost Mobile. When I arrived home from my SIX HOUR JOURNEY, I contacted Boost Mobile. I was transferred FIVE times, spending over two hours on the phone only to be told by the last representative, "You're going to have to change carriers." Last night I again contacted Boost Mobile to get my account number and transfer pin which are necessary to change service providers. Again transferred several times only to find that my phone was locked and I would have to pay the remaining balance of approximately $700.00 to get my phone unlocked. I find this truly unfair. I am more than happy to send this phone back and go with another service, but I don't want to pay for a phone and service that I can't use through NO FAULT OF MY OWN. Ultimately, I'd like to send the phone back, and have my account reflect a zero balance. I have been 4 days with out any communication. I have a son that has epilepsy and cannot be without communication as I live in a rural part of *******. I want to be able to port my number over to a new carrier as all of my son's doctors have that number as well as family members. This is so not right!!!!Business Response
Date: 01/06/2025
January 1, 2025
Ms.********* *******
********************
*********,** 30533
Re: BBB Complaint #********
171120765089 - *************
Dear Ms. ****************** December 12, 2024, we received your complaint, dated December 12, 2024, filed with the Better Business Bureau.
You said that your service has worked without issue for six months, but now you are experiencing dropped calls. You requested to be allowed to return your device,and for your account to reflect a zero balance.
A review of your account reveals that a retailer requested your network be changed, which was completed. We do not have any record of tower issues in your area. If your service worked for six months and then you started to experience issues, it could be your device. We suggest that you contact the manufacturer for further troubleshooting.
We are unable to meet your request for a refund, as you are outside of our return policy.
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, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******, CO 80210
***** *****Initial Complaint
Date:12/12/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid for a phone from Boost Mobile and they said they delivered it but I never received it when I got home there was nothing on the step and they telling me there's nothing they can do for me but I had insurance on the phone that was supposed to be delivered I did the tracking now what is you talking aboutBusiness Response
Date: 01/09/2025
January 8, 2025
Ms. ****** *****
*******************
************, ** 19104
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** December 13, 2024, we received your complaint,dated December 11, 2024, filed with the Better Business Bureau.
You said that you did not receive the phone you ordered.
UPS tracking shows the package was delivered on December 10, 2024, to ************************************************************************************* This address was confirmed at the time of ordering. Although you purchased insurance, coverage does not begin until you have activated the device; therefore, nothing more can be done at this time.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:12/12/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had nothing but horrible experiences since day one with boost mobile. I was told when I first came with boost mobile was everything unlimited including hotspot for $25/month and I was told YES. Later AFTER I transferred my services I came to find out that it was a lie and I want what was told to me. A *** called me on 12/11/2024 and I informed on that and instead of her attempting to make this right she tells me a extra $10/ per line and I informed her that I will be filing a complaint because I should have had this issue solved by her I was promised this and I asked several times before I switched over to boost mobile I want what was told to me concerning the plan that I have. I have had numerous of bad experiences and it hasnt even been a month yet that I have became a customer of ******************.Business Response
Date: 01/15/2025
January 13, 2025
Mr. ****** *****
******************************
*********************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** December 20, 2024, we received your complaint,dated December 12, 2024, filed with the Better Business Bureau.
You said that when you subscribed for service, you were told that everything was unlimited, including hotspot, on both lines for $25.00 per month. You demand that you are given what you were sold.
I listened to the November 18, 2024, call you had with a representative. The representative clearly stated that hotspot was not included. You replied that you understood the plan to include hotspot and they answered that only $50.00 and $60.00 monthly plans include hotspot. You then stated that you wanted the $25.00 plan at 50% off for the first month on both lines.
It is important to understand that, although you have unlimited data access, the speed at which the data is transmitted and received is reduced substantially once you have reached your high-speed data allotment of 30 GB per month. To reduce the usage of your allotment, ensure that you are connected to a Wi-Fi network as frequently as possible.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 01/15/2025
Complaint: 22676389
I am rejecting this response because:
Sincerely,
****** *****Initial Complaint
Date:12/11/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Sunday dec 7 I went to buy a phone from boost mobile using online well I paid the ****** and my order was canceled so if I was denied for the phone why was my money still in pending status it should of never charged me now I have to wait how long with no end in sight for my money since I have no product being shipped to my houseBusiness Response
Date: 01/06/2025
January 2, 2025
Mr. ****** ********
****************************************************************;
Re: BBB Complaint #********
************ -2024-12-27255
Dear Mr. ******************* December 12, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said you ordered a new device on December 7, 2024, and paid $156.99 for it, but then it was canceled. Your refund has been in a pending status ever since and you requested reimbursement.
Our records confirm that on December ******, an order was placed for a 2024 ******** Razr for $156.99. Notations on your account confirm that the order was canceled due to a system issue, and your funds would be released within 72 hours.
As the refund has not been issued, I created a ticket to have these funds returned to the card on file used for the order.Please allow 7-10 business days for processing.
We apologize for any inconvenience this may have caused.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
***** *****Customer Answer
Date: 01/07/2025
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,
****** ********Initial Complaint
Date:12/11/2024
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 signed up for Boost Mobile after just 3 days I have had 8 dropped callas, numerous incoming calls in which I had to repeat saying hello 4-5 times. This is the same problem I had with ******* and Charter/Spectrum and again I was foolishly believed them when they said they had superior coverage. After the terrible first few days, I reached out to their help where I had to provide my social security number and answers 8-10 personal questions because their system was not sending the 2 step verification process. The final blow was an incoming call for a prospective job that would have paid nearly $5000. Their support **** are too hard to understand and that is commonplace for greedy companies. I am semi-retired and do not need a lot of ************ On my 1st call to boost, the monthly rate was $12.50, when we went to the store, it was $25 per month and now it is $70Business Response
Date: 01/06/2025
January 3, 2025
Mr. ***** *******
*********************************
*********************;
Re: BBB Complaint #********
46428054217469 -2024-12-27257
Dear Mr. ****************** December 12, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said that you contacted us to report technical issues, but you were unable to pass the account verification. You indicated that a call you missed resulted in you losing your job, and you would like us to reimburse you $2,500.00. You also stated that your monthly rate should be $25.00.
I contacted you by phone, but there was no answer and I left a voicemail requesting that you contact me.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such. We are unable to meet your request for reimbursement.
In order to verify your account, you need to provide the four-digit PIN you created or the **** number off your device.
A review of your account reveals that you purchased a device that requires our $60.00 plan. You do have the option to lower your rate to $50.00 a month. If you want more information, please contact me directly at *************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
***** *****Initial Complaint
Date:12/11/2024
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.
On November 6, 2024 I paid the phone bill. The woman behind the counter asked for the phone and they begin pressing buttons and then took out the old chip and replaced it with a new chip. Then she kept pressing buttons and afterwards the phone did not work. I had to leave for an appointment so I took the phone and left. The next day I returned and waited 4 hours and they could not or would not fix my phone. I had to borrow money to pay for a new phone $183 which did not include the phone bill. They did not over credit a refund or new phone or even delay the payment. This month I went to turn my phone on and it is off.Business Response
Date: 01/09/2025
January 8, 2025
Ms. ***** *******
**********************************************
*********************
Re: BBB Complaint #********
*************
Dear Ms. ****************** December 13, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You stated that you made a payment at a retail store and the employee behind the counter asked to see your phone, then removed the *** card and replaced it. Afterward, the phone no longer worked and you were unable to resolve this there at the store. You requested store credit.
My attempt to contact you at ************** on January 7, 2025, was unsuccessful, but I left a voicemail.
I was unable to locate an account in our system with the information provided on your complaint. All Boost Mobile retail stores are independently owned and operated. Your complaint can be forwarded to the management of the store through our relationship management team if you can tell me the location. We will need your account information and the address of the store you visited. I have not received a response to my voicemail. Please feel free to contact me at ************* at your earliest convenience.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:12/11/2024
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 switched to Boost Mobile on October 20th 2024. When I did I was provided a Summit Flip for $1.67/ month. The other day, just a little over a month, the device broke at the hinge. I did not use the phone in an unusual manner. This is a situation of poor craftsmanship on this phone. I tried to process a claim with the insurance, but the deductible is $90 while the phone costs only $60.Business Response
Date: 01/07/2025
January 6, 2025
Mr. ******* ********
*********************************************************
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************* December 12, 2024, we received your complaint,dated December 11, 2024, filed with the Better Business Bureau.
You stated that the phone you purchased was damaged after two months. When you placed an insurance claim, you found the deductible was more than the cost of the device. You requested for the finance charges to be waived.
Per our terms and conditions (available on our website), even within the 30-day money-back guarantee, Boost Mobile will not exchange the phone nor accept its return. You may have to explore the limited warranty, available in the phones user guide. This should give an explanation of what the warranty covers and manufacturer contact information.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** *********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210Initial Complaint
Date:12/11/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with boost mobile for quite some time now. When I realized I was being gang-stalked I noticed that ky phone service was affected. I've had all my calls and text reroute, my phone is using all my data in one day of the new billing period without even using the phone. I've contacted Boost Mobile about the issues several times and still have not been resolved.Business Response
Date: 01/06/2025
January 3, 2025
Mr. ***** *******
*********************************
*********************
Re: BBB Complaint #********
*************
Dear Mr. ****************** December 11, 2024, we received your complaint, dated December 10, 2024, filed with the Better Business Bureau.
You stated that your device has been hacked. Calls and texts are being rerouted, and all of your data is being used up in one day, though you have not used any data yourself. You requested to receive a refund.
Below are a few steps you can take if you believe your phone is compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Our records indicate you have 19.4 GB data of a 30 GB allotment remaining with nine days left in the billing cycle.
A refund is not warranted for this issue.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:12/11/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 26th 2024 I went to Boost Mobiles website to start a plan and purchase a cell phone I paid $210.99 and was later informed my order couldn't be completed and was refunded within 72 hours. Then on December 5th 2024 Boost Mobile withdrew another $210.99 without my permission. When contacted they assured me it was in error and that I would receive a refund in 72 hours. It is now December 12th 2024 and I still have not received my money back and Boost Mobile is refusing to give me further informationBusiness Response
Date: 01/06/2025
December 31, 2024
Mr. ****** ******
***********************
******, IL 62301
Re: BBB Complaint #********
94320065543432 -2024-12-27199
Dear Mr. ***************** December 11, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said that on December 5, 2024, a payment of $210.99 was taken from your account without your authorization. When you contacted customer care,you were advised that a refund would be provided; however, to date, you have not received one.
A review of your account reveals that on December 3, 2024, we received an online payment of $210.99. You contacted us to request a refund and it was submitted. A refund of $210.99 was processed on December 22, 2024.
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, L.L.C.
cc: ****** /******* Better Business Bureau
******************************;
******, CO 80210
***** *****Customer Answer
Date: 01/07/2025
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,
****** ******Initial Complaint
Date:12/11/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want my iPhone unlock asap and I want a refund so I can go to any carrier I want, the inconvenience and what they are making me do to get my phone up and running is ridiculous. They also need to tell the people what they are buying when you purchase a cell phone for cashBusiness Response
Date: 01/07/2025
January 7, 2025
Mr. ****** *******
*************************************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. ****************** December 13, 2024, we received your complaint,dated December 11, 2024, filed with the Better Business Bureau.
You disputed Boost Mobiles unlock policy, as you were never informed of the 12-month activation requirement. You also attempted to activate your phone number with us, and expressed frustration with having to pay additional money to do so. You requested your device be unlocked and to receive a refund.
The unlock policy, available for review 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.
We appreciate you bringing this to our attention, and I forwarded it to our retail team for internal investigation.
I attempted to assist you with activating your phone number when we spoke today, but you refused to listen.
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. Nonetheless, a refund of $60.00 was issued to the card ending in 2332. Please allow 3-5 business days for processing.
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, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********
Boost Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.