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

4,958 total complaints in the last 3 years.
1,504 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:12/04/2024
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.
After non-receipt and multiple refund request of a $1301.99 cell phone order placed on 09/20/2024 to Boost Mobile, i asked my credit card company, *************** for assistance. During this time, Boost ******************* on my two numbers. On 10/22/2024 my two lines were turned back on and $1301.99 for non-received phone was refunded. On 10/24/24 Boost billed my card $1,425.99. Due to this action *************** has again began a fraudulent dispute. My lines have been Suspended again since 11/11/2024 and I have Personally contacted Boost Mobile approximately eight times to resolve this issue. As of 11/27/2024, Boost claims I owe them $1301.99 plus continuous monthly fees on both lines making thus far balance $1487.99. I'm being daily charged for a cell phone never received and non-usable cell phone service. *************** firmly recommended I reach out to you and the *** for help. I'm an epileptic woman and really need use of a cell phone. I greatly appreciate your assistance!
Business Response
Date: 12/31/2024
December 31, 2024

******* ******
***********************>*************************;

Re:         BBB Complaint #********
                905169768899 - *************

Dear Ms. ***************** December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said that after multiple attempts to be refunded the $1,301.99 you paid for a phone, you contacted your bank and disputed the charge. We then suspended your account and charged you $1,425.99 to restore service.This charge was also disputed by your bank, and your account was suspended again.

Thank you for bringing this to our attention. We are currently investigating this matter. We appreciate your patience.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

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

                ****** ********
Initial Complaint
Date:12/04/2024
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.
When I purchased my phone with the store associate 10/27/23, it was an awkward situation due to his demeanor. He did ask for my current Apple IPhone cell phone to transfer my information to the new phone ******* A3. He had issues during the time of transferring the data and it took a significant amount of time. I was unable to see what was happening since he took my phone behind the counter. Yet, he did get everything transferred. I asked for a receipt of purchase, but refused to give this to me. I couldnt understand why. I called Boost the next day to obtain a copy of the sale/purchase as I wasnt sure how else to do so. They told me, they are unable to give me a copy. This has to come from the store it was purchased at. The only way I knew what I paid was looking at my bank statement. I did not think this was right at all. I am completing this complaint as I dont know what more to do. My Boost account was hacked 6/2024. The investigation has completed and they identified the person who logged in and tried to take over my account was done from within the company since they obtained my 4 digit PIN code. I have since contacted my bank to ensure I dont have any more issues. I feel this needs to be investigated and I do not want other people going through the same issue. I am very angry and concerned with the way the Boost store on ********* runs their operations and the internal company of Boost.
Business Response
Date: 01/06/2025
December 31, 2024

Ms. ***** *******
***********************************
********, WI 53186

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

Dear Ms. ****************** December 11, 2024, we received your complaint,dated December 4, 2024, filed with the Better Business Bureau.

You said that on October *******, you visited a Boost Mobile retail store and purchased a new ******* A3. After the information was transferred from your old iPhone to the new one, the employee refused to give you a receipt and you have no idea what you received for the $380.00 you were charged. You requested a detailed account of the charges.

As stated in my email to you earlier today, retail stores are independently owned and operated and therefore,the receipt you requested can only be obtained from them. However, these stores must adhere to certain Service Level Agreements (SLA's), and I would be willing to refer this matter to our *********************** Team (responsible for the oversight of retail outlets). Before I can do this, I need to know the specific location of the store and, if possible, the name of the representative you dealt with on October 27, 2024. Please respond to my email with this information to move forward.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ****** ********
Initial Complaint
Date:12/04/2024
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 purchased two brand new ******** Razor phones online from Boost Mobile on November 3rd 2024,I received the phones two days later only two recieve two phones with faulty sim cards.I called Boost to start my return and they agreed. I was supposed to receive a full refund but only received $241.99 out of $627.98.I contacted the merchant and they keep prolonging my funds making excuse after excuse.The return policy states 5-10 business days for a *********'s been nearly a month.I am highly upset and I just want the remainder of my funds back which is $385.99.
Business Response
Date: 12/30/2024
December 20, 2024

Mr. ***** ********
*********************
************, IN 46218

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

Dear Mr. ******************* December 4, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said you ordered two devices for $627.98 and then returned them. However, you only received a refund of $241.99. You requested the remaining $385.99 be refunded.

I confirmed we received both devices and a refund of $358.99 was issued to the card ending in 0372 on December 10, 2024.

We apologize for any inconvenience.

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

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ****** ********
Initial Complaint
Date:12/03/2024
Type:Delivery 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 placed an order through Boost Mobile for iPhone 15 on November 15, 2024. On November 17, 2024. I was sent a email from Boost Mobile that say I had to sign an agreement which I did. I patiently waited to receive my phone through the mail which I never did so today December 3, 2024. I gave Boost Mobile a call to find out what happened. I was told the order was canceled by the consumer protection, and I was transferred to them which from there I was told that it was just canceled and they cant tell me anything else. Me ordering a gift for the holiday and just not getting anything and not getting no reason why its kinda unacceptable. Now back in September, I did order a phone through Boost Mobile, which was lost or stolen and not received by me which I had to do a claim with *** and they found the claim valid and paid for the device I believe. Thats the only thing I can think of other and then me having to make a new email every time I placed the order with them. For reasons, I dont know why but for them to run my background and me get approved for the phone and then all of a sudden it gets canceled for no reason it just totally bogus so I need your assistance as much as possible. Thank you have a nice day.
Business Response
Date: 12/27/2024
December 21, 2024

Ms. ***** ******
******************
********, DE 19703

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

Dear Ms. ***************** December 4, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.

You said you placed an order for an iPhone 15 and signed the financing agreement, but the order was canceled. You expressed frustration with not being provided a reason for the cancellation, and you requested for it to be delivered.

Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone. Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 business days with an explanation for the denial.

Because the order was canceled, no monies were taken. You may attempt to place an order under a new account, but it will be subject to approval.

We apologize for any inconvenience.

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

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

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

Customer Answer
Date: 12/27/2024

Complaint: 22636646

I am rejecting this response because:

Sincerely,

***** ******
I feel like Im being retaliated against. Its not my fault the delivery service they chose did not complete the order the first time I ordered. Now I pass a soft or hard inquiry so that doesnt affect me. I had a hard time filing a claim. Simply because of Boost Mobile not cooperating with the delivery service. Plus it was a gift for ****. I waited all this time for them to say we can choose who we let get service smh. Thats awful businesses practices especially after I was approved the first time. If delivery was the problem why not just let me pick up in store near me then. Denying me service is ridiculous after be approved is nonsense.
Initial Complaint
Date:12/03/2024
Type:Customer Service 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 was switched to a higher plan without consent. I called customer service and someone named Jock was very rude and did not transfer my call to a supervisor. He hung up on me.
Business Response
Date: 12/27/2024
December 12, 2024

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

Re:          BBB Complaint #********
913084615671 - *************

Dear Ms. ******************* December 4, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.

You said that your plan was changed without permission, and you received poor customer service while trying to address this.

When we spoke by phone, I informed you that our records reflect you purchased an iPhone 13 at a discount rate, which requires you to have at least the $40.00 monthly plan. You told me that you were not advised of the plan requirement; you were advised that you could keep your original plan. I informed you that Boost Mobile retailers are independent and set their own prices and policies, but I could escalate your complaint to our retail department; however, I will need proof of payment in order to proceed. You said that you will contact me once you have it.

We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue 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, L.L.C.

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

                ***** *****
Customer Answer
Date: 12/28/2024

Complaint: 22636291

I am rejecting this response because: My problem is not resolved I never agreed to pay $40 a month for a 9 yr old this is fraud and misleading and if the store is independent it reflects the brand

Sincerely,

********* ********
Initial Complaint
Date:12/03/2024
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 switched carriers and it seems as though boost mobile is sabotaging my service. I phoned in and went into a store. I was promised my device would be unlocked (because I own it out right) in 3 business days. It has now been 6 business days and the email with the codes has yet to be sent. Additionally when I phone in there is always a story bout I.T. and a credit screening. After passing the credit screen for an account I never used my social for to begin with I was gaslit. Days later I phone in AGAIN and fail the same screen. Then to be told I cannot be assisted at ALL. Spoke to a manager who had no information and this process has become a headache..
Business Response
Date: 12/27/2024
December 20, 2024

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

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

Dear **** *****:

On December 4, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.

You stated you contacted us to unlock your phone, but you ran into some trouble while trying to pass security verification on the account. You requested that the device be unlocked.

We are committed to protecting the privacy of our ************ 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.

The Boost Mobile unlocking policy, which is also 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.

We apologize for any inconvenience you may have experienced.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ***** *****
Initial Complaint
Date:12/03/2024
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 tried getting my transfer pin and account number for my phone . after waiting a hour on the phone i got the manger who kept talking over me really loud and didn't let me talk about what's going on and then hung up on me.. is this what happens when people ask for help with their account? how is this going still going ??
Business Response
Date: 12/27/2024
December 12, 2024

***** ******
*******************
************************;

Re:          BBB Complaint #********
318358338236 -2024-12-26641

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

On December 4, 2024, we received your complaint, dated December ******, filed with the Better Business Bureau.

You said that you tried to obtain your account number and transfer PIN, but customer care could not provide this information.

My attempts to contact you by phone on December 11 and 12, 2024,were unsuccessful, but I was able to leave a voicemail each time.

A review of your account reveals that your phone number is in the process of being ported to your new provider.
We regret that we were unable to meet your needs.

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:12/03/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/13/2024 - I chatted with Boost to pay off my iPhone 14 purchase balance. Payment was processed for $700.04. Boost: Your next months bill will reflect your new monthly rate. My monthly bill before paying off my phone was $74.90. My next bill should be $41.57."On 11/18/2024 - I checked balance due for 12/2/24. It showed $74.90.This was incorrect as $33.33 was for my cell phone payment. The balance due should be $41.57. I chatted again.Boost: I do apologized for the device financing charge that happened fixed this one now. Im going to submit ticket for the back office team to investigate and correct the bill on your current bill. Ticket #: *******. Time Frame up to 3 business days. Your new monthly bill is $41.57."On 11/27/2024 I chatted my statement was still $74.90. Boost said 3 days to process, but it's been 7 days! I also requested my phone be unlocked since it was paid off.Boost: Your ticket # is ******* processed in 2 business days. I replied I already had ticket # from over a week ago and it was still not resolved! Boost: The ticket was for device financing support that was for the bill in your account. Ticket today is unlocking your device on email. I responded the 1st ticket number is not resolved.Boost: Ticket for the device financing is still open and on pending status, still ongoing being reviewed.I asked why it's delayed. The financing ticket number is from 11/18/24, 9 days ago. Boost *********** team are still reviewing it. Today, 12/03/24 2 tickets are STILL NOT RESOLVED! My card was charged full *** of $74.90! Boost owes me $33.33 for charging finance charge for my paid off phone! My phone is STILL not unlocked! Now my statement shows I have a BALANCE FORWARD OF $700.04! Instead of crediting my account, they added the amount I paid to my balance!Desired Resolution:-PHONE UNLOCKED IMMEDIATELY!-DEBIT CARD CREDITED FOR $33.33!-FINAL BILL AFTER MY CREDIT TO SHOW $0 BALANCE!-CANCEL SERVICE! I'm paid to 12/17/24.
Business Response
Date: 12/27/2024
December 26, 2024

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

Re:          BBB complaint #********
                ************ - *************

Dear Ms. *********************** December 4, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.

You stated that you were charged a device finance fee of $33.33 after you paid off your phone. You are requesting the phone be unlocked and the $33.33 charge refunded.

Since writing your complaint, the tickets that were created by customer service were fulfilled. The refund of $33.33 has been processed and the funds can take five to seven business days. You have since ported out to another provider.

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 80210
Initial Complaint
Date:12/03/2024
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.
We have been trying to close the account since 11/30/2024. After multiple calls and hours on the phone, they finally promised to close out the account on 12/3/******** account was prepaid $26.26 for service through 1/03/2025.Boost is refusing to refund, saying that have no way to refund the money and we have to go through the bank. Unacceptable.
Business Response
Date: 12/27/2024
December 21, 2024

Mr. ******* *********
NJ 08052

Re:          BBB Complaint #********
                ************ -2024-12-26643

Dear Mr. ******************** December 4, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.

You said you have been trying to cancel your phone number since November 30, 2024, and your line was canceled on December 3, 2024. You said you were paid up until January 2025 and you requested a refund of $26.26.

When you cancel your service with Boost Mobile, your account will remain active for 30 days due to Boost Mobile being a prepaid service. 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.

Because you disputed the charge of $26.26, it was returned to the card used to make the payment; therefore, a refund is not warranted. Please contact your financial institution for further assistance.

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: 12/27/2024

Complaint: 22632989

I am rejecting this response because:
Boost is misstating the facts... The account was pre-paid for the month starting 12/3 - 1/3/2025.
The initial request to close the account was on 11/30 that wasn't fulfilled, as were additional attempts until 12/3, when the prepaid month started.
If there wasn't a payment made, the service would have been terminated at midnight on 12/2.
And yes, I did get the money back from the bank, but it didn't have to go there to begin with.
Charging for services not rendered constitutes fraud.
The mere fact that even staff from executive customer care team is upholding company's fraudulent practics speaks volumes...
Sincerely,

******* *********
Initial Complaint
Date:12/03/2024
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 from them and they keep running me around in circle and refuse to refund my nearly $300. i have tried to contact them to get it figured out and they say I need to wait yet more time while I'm still paying for the service that I cant use. when I asked to speak to a higher person in their organization they ended the chat with me.
Business Response
Date: 12/31/2024
December 27, 2024

****** ****
******************************************
*****, MI 48503

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

Dear Mr. *************** December 6, 2024, we received your complaint, dated December 3, 2024, filed with the Better Business Bureau.

You said that you purchased a phone, but you have not received it yet. You expressed concern with the amount of time it is taking, and requested a refund or replacement.

A review of your account shows that a phone was ordered on November 28, 2024. It appears that the order was canceled initially (due to not qualifying); but,according to *** tracking, it was delivered on December 9, 2024.
Please note that online ordering is a multi-step process that begins with the customer placing the order.Once this step is completed, the order is passed to the backend system for validation, which can delay or cancel the order for various reasons.

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

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

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