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.
- 1,500 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:12/11/2024
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.
False advertisementBusiness Response
Date: 01/06/2025
January 3, 2025
Mr. ***** ********
*************
***********, AL 36870
Re: BBB Complaint #********
************ -2024-12-27236
Dear Mr. ******************* December 11, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You expressed concern with an advertisement. You requested a billing adjustment.
When we spoke, you informed me you were supposed to receive Mini Me ***** for free.
You were enrolled in Mini Me ***** at no cost;however, the next monthly bill is charged at the regular rate.
We regret any confusion, but a billing adjustment is not warranted in this case.
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:12/11/2024
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.
I was paying insurance on my phone and when I went to file a claim on it they told me it wasnt actived and I've been paying for it over a year or soBusiness Response
Date: 01/07/2025
January 5, 2025
Mr. ***** *******
**************
********, MO 63823
Re: BBB Complaint #********
************ -2024-12-27373
Dear Mr. ****************** December 13, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said you have been paying for insurance on your device for over a year. When you attempted to file a claim,you were told that it was inactive.
Our records confirm that your account is currently suspended for non-payment. On September 5, 2024, a payment of $57.00 was made, covering your monthly service plan as well as your device insurance.On October 2, 2024, you spoke to a customer care agent who informed you that your insurance plan was active and provided you with the number to your insurance company. There have been no further calls, notations or payments made since.
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:12/10/2024
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.
I ordered a phone from Boost mobile since August 2024. Phone was not delivered by *** but has been found. Ive been waiting for this phone and have not yet received the phone but they still have my money. That have been trying to make me pay for a phone that I dont have. At this point I dont want the phone, I just want a refund or a credit to my account and they are telling me that they cant and wont refund until the investigation shows closed from *** but Im showing that it is closed.. I wiulike help retrieving my moneyBusiness Response
Date: 01/06/2025
December 31, 2024
Ms. ****** ******
****************************
*****, ** 33189
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** December 12, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You said that you have been waiting a phone to be delivered since August 2024. You requested a refund.
We have reviewed this matter with *** and they determined that the phone was delivered on August 19, 2024. Your refund request is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:12/10/2024
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.
I called Boost Mobile ************ in September 2024 to disconnect a phone line I no longer use which is ************. I recently noticed I was charged for October November 2024. I called Boost Mobile today to submit a complaint. I requested a refund for October charges of $16.50 and November charges of $16.50. I also told them that to make sure that number is not active and disconnected and that I am not getting charged. They reused to deactivate the number and refund me the cost for October and November. They stated they need to verify my account by sending me a text message to that number. I explained that I no longer have that phone because I called them to disconnect the service months ago. They then stated they could not varify my account without a SSN. I explained to them that they do not have my SSN on file because I never provide that information when I setup the account. I told them to send me a email to the email they have on file to verify. They refused to do this and stated the number will continue to be active and they will continue to charge my account. They are committing fraud.Business Response
Date: 01/06/2025
December 20, 2024
Mr.***** *********
*****************************************
Re: BBB Complaint #********
177438806990 - *************
Dear Mr. ******************** December 11, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
You said that you canceled your account, but you continued to be charged. You called in and you were denied access because you could not pass the account **************** want your account closed and to receive a refund.
A review of your account does not reveal that you contacted us to close it; we received two credit card chargebacks for $16.50 each, which were approved and the funds returned. Your account is now canceled.
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:12/10/2024
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 ordered on Dec 3 , 2024 a boost mobile iPhone 16 pro max with the ***************************************************** the phone and now I called again to find out where it is and they told me it was cancelled on the 4 th for some reason after they hit my credit and told me it was approved and theyre not sending me my money back its right before the holiday Im out money and a phone and I need to get help with this before I snap and absolutely lose my mind. To me it looks like a scam theyre telling everyone their approved taking their money yesterday they told me the phone was on back ordered today they said my account was canceled on the 4th so clearly Im getting f****** scammedBusiness Response
Date: 01/06/2025
January 6, 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 you placed an order for a phone on December 3, 2024, but it was canceled the next day without explanation. You said that you did not get your money back and requested delivery of the device.
Our records show that the order was canceled on December ******, and the transaction of $79.50 voided before any funds were transferred to Boost Mobile. Therefore, no refund is due.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:12/10/2024
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.
Until recently, I had positive experiences with Boost Mobile, appreciating their customer service, phone service, and annual free upgrades. However, a recent issue has made me reconsider being a customer.After upgrading to the iPhone 16 Pro Max, problems began. I was told someone needed to sign for the delivery, but *** couldn't provide a delivery time. They attempted delivery during a weekday when I was at work.I contacted *** about waiving the signature or arranging pickup at a *** store. They said Boost Mobile had placed restrictions preventing any changes, and only the shipper could modify them.I then contacted Boost Mobile. Surprisingly, they offered no solutions. They couldn't cancel the order to ship it to a *** store. The only option was if I missed delivery again, the product would be returned for a refund. They provided no options for pickup at a *** or Boost Mobile ********'s extremely inconvenient that my only choice is to take a day off work to wait for ***. I've purchased high-priced items before and always had options like pickup at a store or waiving the signature requirement, but Boost Mobile offered none.This experience has left me dissatisfied. Now I must decide whether to take a day off work to receive my phone or cancel the order. I'm questioning whether to remain a Boost ***********'s unrealistic for companies to expect customers to stay home all day for deliveries. While I understand security policies, it's unreasonable not to offer options to reschedule or receive delivery time updates when there's no security risk.Business Response
Date: 01/06/2025
December 20, 2024
Mr. **** ******
********************************
Sumter, SC 29150
Re: BBB Complaint #********
127258227496 -2024-12-27126
Dear Mr. ***************** December 11, 2024, we received your complaint, dated December 10, 2024, filed with the Better Business Bureau.
You said that you attempted to have *** hold your shipment or waive the signature requirement, and you were denied. You were told that we restrict people from making shipment changes. You expressed concern that we did not provide an acceptable solution.
In order to protect our customers from fraud, certain restrictions must be put in place. This includes not allowing shipment changes to take place,as this provides an additional layer of security.
Our records reflect that your device was delivered and activated.We apologize for any inconvenience you experienced.
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: 01/06/2025
Complaint: *****************************************************************************************************************************************************Thank you for your response. You are correct, I did receive my device, and I was able to activate it, however, the only reason I was able to do so, is because I had to take an entire day of leave off of work, unpaid, in order to sit around all day and wait on my package. This is because of the outrageous restrictions you put on package. I am sorry, I understand the need to prevent fraud, and package theft, but there is no security risk whatsoever involved in allowing your customers to either pick up their package at a *** store, or reschedule their delivery for a different day when they are available. This poses absolutely no security risk whatsoever, as the package will still require a signature, or an ID to verify the recipient of the package, and it would make things way more convenient for your customers. I am now, unsure if I even ever want to order another phone from Boost Mobile ever again, because of the ridiculous restrictions and hoops, I had to jump through in order to receive my previous phone.
Sincerely,
**** ******Initial Complaint
Date:12/10/2024
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 12/10/2024 I experienced phone issues with a new phone I purchased recently from Boost Mobile. Today as I tried using my phone to accept work assignments, my phone stopped working and the data wasn't functioning as well as phone calls and text messages. I tried to speak to an agent online and they told me the only resolution would be if I called their customer service line. I notified them that I could not call anyone on my phone and could not get to another phone to which they ended the chat without helping me at all as my phone is still not functioning after paying for the monthly service and for the new phone. I am reporting this as I have no means of communication after paying Boost Mobile and without the ability to call them to fix it I have no way of help and do not feel this is at all fair or right.Business Response
Date: 01/06/2025
January 2, 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 said that on December 10, 2024, you experienced technical issues with your new device. When attempting to speak to an agent online, you were told to call into customer care. You have no other way of communicating with us other than online. You requested your technical issues be resolved.
My attempts to contact you at ************** on December 31, 2024, and January 2, 2025, were unsuccessful, but I left a voicemail on each attempt. I also sent you an email at ******************* with a request to contact me.
Our records confirm that you chatted online with an agent on December 10, 2024, who performed general troubleshooting, but informed you that you would need to call in to receive more advanced analysis of the problem. There has been no contact since then. Please feel free to contact me at ************** or via email if you still require assistance.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
***** *****Initial Complaint
Date:12/10/2024
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 December 6th 2025 I placed a order online with the understanding with a couple of day shipping on December 7th 2025 I received a email stating I would have my tracking information on Monday December 9th ************************************* transferring from my current carrier over to boost mobile using the money for my current carrier for this switch over. Today December 10th 2025 I message with a agent voicing my concern about the shipping agent was very rude and told me they don't ship till 10 days which seems very odd to me and definitely not what they website and email states agent leaves chat before I can continue to talk, so I get on another chat and she basically tells me not really her problem I ask to be transferred to supervisor and he tells me it's due to maybe being color and storage on the phone online phone was in stock and was orderable and it is the only color and storage they offer and he then tells me that there is no reason showing on why it will take 10 days. the supervisor started to get very rude with his next couple of replies. Due to the misleading information on boost mobile ordering process and the emails about the order is very misleading and not correct now I'm going to be with out my phone till this order arrives even after doing all the research and proper planning on my side of the order this is very unfortunate and frustrating I have had my number for a very long time and all my business is connected to it and to lose it due to switching to a service that can not keep there end of the order. Order is still processing. I would like my device order delivered in a timely manner, and atleast get a credit to my account or a refund due to the issues this has causedBusiness Response
Date: 01/06/2025
December 31, 2024
******* *.
**********************
********************;
Re: BBB Complaint #********
************** - *************
Dear ******* *.:
On December 11, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You said that on December 6, 2024, you ordered a phone, which you were advised would be shipped out on December 7, 2024. However, you were later told the phone would ship ten days after the order was placed. You requested a refund or billing adjustment. You also mentioned your dissatisfaction with the customer service you received.
When an online order is placed, we make every effort to ship the device as quickly as possible. However, several factors can delay shipment, such as a lack of inventory for certain colors, data sizes and model types,as you mentioned. Our records show the phone was ordered on December 6, 2024,and *** delivered it on December 13, 2024. Considering December 6th was at the start of the weekend and order fulfillment would not have processed until the following business day, this timeline is reasonable and therefore, your request for a refund/billing adjustment is denied.
We regret that your experience was unfavorable.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:12/10/2024
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.
I changed my service from ******* about a month ago and had no outstanding bill from Boost. When I changed my provider, they should have cancelled my account and removed any auto pay on it, but they did not. This is the 2nd month they have charged my debit card without authorization and won't refund my money.Business Response
Date: 01/06/2025
January 6, 2025
Mr. **** ****
******************
******, ** 61530
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 you ported your service to another carrier,but you were charged for two months of service after the port was ************* requested to receive a refund.
Boost Mobile policy states that if you cancel your service before the end of your billing period, you will be charged for the full billing cycle, and these charges will not be refunded or prorated.
Our records show that the phone number ************** was ported out on November 12, 2024. However, a second line was still active on the account. You disputed the payment of $88.00 taken on November 10, 2024, with your financial institution and the funds were returned to you on November *******. The account was charged on December 10, 2024, the amount of the chargeback plus the next month for the second line, totaling $146.00. You disputed that payment with your financial institution also, and the funds were returned to you on December 19, 2024.
As the charges on the account are correct and a chargeback was processed, no refund is warranted.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:12/10/2024
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.
This merchant says their Boost Mobile and I purchased a Razr 24 phone from them that didn't work upon receipt. I initiated the return and tracked it also. I then called mid November to insure they knew their phone was returned intact and was told I would receive the initial payment of ***** in seven days instead they again charged my card ending in 8350, ***** on *********** is December 10th and I'm being told they won't refund my money only credit my account. The account is cancelled therefore I don't have one open. This company is a scam.Operating under the guise of a legitimate business.Business Response
Date: 01/06/2025
December 18, 2024
Ms. ********* *******
***************************************
*****************
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** December 11, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You stated that you purchased service, but the phone sent to you did not work. As a result, you returned it for a refund. However, you did not receive one and you were charged $54.45 instead.
Our records show that a refund of $49.50 was issued on December 6, 2024, for the returned phone. However, our attempts to return these funds to your credit card account were declined. A refund check totaling $103.95 has been mailed to the address on your account. This amount includes the $49.50 for the returned phone and $54.45 for the payment collected on November 23, 2024. Please allow up to ten business days for processing and delivery.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*** *****
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
***** *****Customer Answer
Date: 01/06/2025
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,
********* *******
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