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:07/28/2025
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'm a senior citizen 66 years old and on a fixed income. I switched phone carriers to save money a couple months ago to Boost Mobile. I was unhappy with the service due to slow data speeds so I decided to switch carriers. I enrolled with **** at a Target store, where the salesperson helped me obtain my Boost account number and transfer PIN. However, ******************** made this process unnecessarily difficult and placed multiple obstacles in the way of providing the required information. According to the **** salesperson, this is a known recurring issue with Boost Mobile whenever customers try to port their numbers.After finally obtaining the information, I waited for my new **** phone to arrive. Meanwhile, my Boost Mobile service cycle ended and the service was disconnected before the phone transfer could be completed. When I contacted ****, they explained that Boost Mobile had rejected the port request due to fraud protection, effectively blocking the number transfer. By the time this was discovered, my Boost Mobile account had been suspended, making it impossible to port the number without paying for another month of service.This appears to be a deliberate strategy to force customersespecially those unaware of these technicalities, such as seniorsinto paying for additional months of service to retain their phone number. A quick search of online reviews reveals this is a widespread and ongoing issue with Boost Mobile.I believe this constitutes an unfair, deceptive, and predatory practice designed to exploit and inconvenience customers. As a result, I'm left without phone service because **** requires me to port my number to get the special deal as well as lose my number that I use for my business.Thank you for your attention and action on this matter.Business Response
Date: 08/25/2025
August 2, 2025
Mr. ******* *******
**************************
************************;
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** July 29, 2025, we received your complaint, dated July 28, 2025, filed with the Better Business Bureau.
You said that you attempted to port your phone number to a new provider. However, by the time you received your device from AT&T, your bill had cycled. You were also informed Boost Mobile rejected the port request due to fraud protection. You requested to receive your porting information and compensation
In order to port your phone number to a new provider, you must have an active line; your line is currently suspended due to nonpayment. However, you initially received your port-out information on July 18, 2025, which gave you eight days to port your number to the new provider before payment was due. A payment is now needed to restore service and to port your number to a new provider. After 90 days of nonpayment,the line will be canceled and the phone number lost.
If you wish to restore service and port your phone number to a new provider, you can reach me at **************.
Your request for compensation is declined.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/28/2025
Type:Product 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 July 24, 2025, I visited this Boost Mobile location to port my existing number *************) from T-Mobile to Boosts advertised $25 Unlimited plan. I clearly stated that preserving my number was critical. The employee, ****** *., obtained the transfer code directly from my phone and processed the port herself.After inserting a new SIM card, I was charged $72.25 ($25 for the plan, $35 service fee, plus tax). When I questioned the discrepancy from the quoted $60, I was told the receipt is fake, which raised concerns.Later that day, I discovered that they activated the wrong number ************, one digit off. I returned on July ********************************** a refund. I spent nearly two hours at the store. Staff refused to fix the issue or refund the payment. The incorrect account was closed, but I was told no refund would be issued. The manager, ******, refused further communication and left mid-discussion. Another employee, *******, also declined to ******* a result: I lost my number and am left without service. I lost a full workday (~$150 income). I experienced stress and health issues from the ordeal.This is a violation of California Civil Code 1723, which mandates refunds when services are not rendered as agreed. It also constitutes unfair business practices under CA BPC ***** and misrepresentation under FTC guidelines.Requested resolution: 1. Full refund of $72.25. 2. Compensation of $150 for lost wages and time. 3. Internal review and staff training to prevent future incidents.Thank you for your attention to this matter.Business Response
Date: 08/26/2025
August 18, 2025
Mr. ***** Guniashov
**********, CA 95608
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************** July 30, 2025, we received your complaint, dated July 28, 2025, filed with the Better Business Bureau.
You said you went to a Boost Mobile retail store to activate service and port in your phone number. The employee activated your account and the service. However, after you left the store, you realized the phone number was incorrect and you returned. They assisted you with closing the account but refused to issue a refund.
When we spoke on August 14, 2025, I informed you that Boost Mobile retail stores are independently owned and operated. You provided me with a copy of your receipt. I advised you that I would pass this along to our retail escalation team for an internal review.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 08/27/2025
Complaint: 23655371
I am rejecting this response because:I do not accept the business response.
The issue is not resolved. The store closed the account but refused to provide a refund for the activation. I expect a full refund for the service that was not used.
Sincerely,
***** GuniashovBusiness Response
Date: 09/12/2025
September 12, 2025
Mr. ***** Guniashov
**********, CA 95608
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************** September 9, 2025, we received your rebuttal, dated September 9, 2025, filed with the Better Business Bureau.
You said your issue was not resolved, the store canceled your account and they refused to issue a refund for the activation fee. You would like a full refund.
As stated previously, Boost Mobile retail stores are independently owned and operated. You will need to pursue your refund with the store directly or dispute the payment 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:07/27/2025
Type:Product 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 placed an online on 07/25/2025 for an iPhone 16e with a plan and the total was 117.14,I received an email saying the order couldn't be process so I called and keep getting the runaround about getting my money back,I need my money back.Business Response
Date: 08/27/2025
August 12, 2025
Ms. Brandi ********************************************************************************************************************************* BBB Complaint #********
*************
Dear Ms. *************** August 4, 2025, we received your complaint, dated July 27, 2025, filed with the Better Business Bureau.
You said you placed an order online that was canceled, but you have not received your refund of $117.14.
My attempts to contact you at ************** on August 7 and 9, 2025, were unsuccessful. I also sent an email to ***************** and ***************** with a request that you contact me.
I confirmed the refund of $117.14 was successfully issued to the card ending in 0246 on August 5, 2025. Any further inquiries should be directed to your financial institution.
If there are any more 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:07/27/2025
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 the morning of July 27 2025 I realized I had no phone service. After doing self help I went to the local Boost mobile store in **********. As it turns out Boost had cancelled my service for non payment. I have auto pay and my bill had been paid on July 25 2025, on time. They apologize and said they would re-activate my service but didn't know when that would happen. 5hrs later I am still without phone service. This is unacceptable, there is no reason it should take this long to reinstate my service. I paid my bill on time and my service should not have been suspended to begin with.Business Response
Date: 08/22/2025
August 2, 2025
Mr. ******* *********
TX 75021
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************** July 27, 2025, we received your complaint, dated July 27, 2025, filed with the Better Business Bureau.
You said that your account is on autopay and even though you made a payment, your service was interrupted. You asked for your service to be restored.
A review of your account reveals that your service is active and in use. We experienced a temporary outage,which you were affected by. You were provided with a $10.00 credit for the inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** SteffaniCustomer Answer
Date: 08/25/2025
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.I will note that there was no "outage" as stated by Boost mobile as I was informed by 3 Boost customer representatives that my service was suspended by Boost the day after my auto pay was made.
Sincerely,
******* *********Initial Complaint
Date:07/27/2025
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 switched to boost mobile in September of 24, my phone and daughters phone were on another plan and had to get taken off that person's plan and this was what I could afford. I checked coverage it said id have great coverage! So I switched. Since day 1 all *** had were issues with this company and phone plan. Ive spent hours upon hours on hold and speaking with troubleshooting. There has been a tower out close to me since I guess before September because they have supposedly been working on it everytime I call. I have zero service almost 90 percent of the time. Pages take 5 minutes to load, it says im not connected to a network, my text messages do not go through, goes straight to voice mail, so ive missed MANY important phone calls including phone calls for disability, my sons SSI, my snap benefits have been suspended because they could not reach me at one point. Ive been paying **************************************** September and not even a credit to my account was offered. Finally the beginning of July after almost a year of wasting my time on the phone and money each month that I asked for atleast a credit and received FIFTY DOLLARS. That was a joke. And im basically stuck because I have a phone that doesn't work and I pay for it but cant just pay off 700 dollars in a day to switch providers. This company is a scam they do absolutely nothing to help and whatever they do try to do does nothing! Boost Mobile also has all of our conversations.Business Response
Date: 08/21/2025
August 8, 2025
Ms. ********* *******
***********************************************************
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** July 27, 2025, we received your complaint, dated July 27, 2025, filed with the Better Business Bureau.
You said that you are experiencing issues with your service and you have not been properly compensated.
My attempts to contact you by phone on August 7 and 8, 2025, were unsuccessful; I left a voice message each time.
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.
A review of your account reveals that both your lines are active and reflect usage. No compensation is warranted.
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:07/26/2025
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.
I called Boost Mobile to use their service. I was going to use my old phone. When they activated the phone was locked by the old *** The phone was free. So I went to one of their stores to see if they could help. He told me I would have to buy a new phone which I did for ******. I had paid for the first month service. The phone is locked so If I wanted to I couldn't go to another provider. I paid for the phone outright and am not in a contract so I want my money back or the phone unlocked. They wouldn't unlock it. I bought it at **************************************. Thank youBusiness Response
Date: 08/22/2025
August 4, 2025
Ms. ***** *********
************************
****************, AZ 85631
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************** July 28, 2025, we received your complaint, dated July 26, 2025, filed with the Better Business Bureau.
You said that you purchased a ******* A16 5G at a retail store and paid $260.00, but we will not unlock it. You also provided a receipt showing that you paid full price.
When we spoke today, I informed you that we generally sell phones for less than the Manufacturers Suggested Retail Price (MSRP), which is why we lock them for a period of 12 months; however, after reviewing your account and the receipt you provided, I unlocked yours as an exception. While we were on the call, you indicated that you received confirmation the phone is now unlocked.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Customer Answer
Date: 08/22/2025
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:07/26/2025
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.
boost is a scam charging customers double the phone bill just happend to me today bill supposed to be 170 they charged me 267 and this has happened before and they will just tell you they can submit a ticket and they will credit the account which does not cover the fact that you are being charged double for the worst service possible I cannot wait until I pay these phones off and move on this is a learning experience and I will never think twice about canceling when I'm able to they can't refund you which is stupid my advice to anyone is go back to landlines these phone companies are becoming so predatory it dosent make any sense they are all foreigners so who knows if they're really supposed to be here they can't speak or understand English and will hang up when you're frustrated because they are taking money from your kids mouth and if you cancel you will owe the entire balance of the phone ruining lives out here they don't care at all no one cares anymore its all crumbling down no one want to take accountability on either endBusiness Response
Date: 08/22/2025
August 1, 2025
B. Ne
MO 63136
Re: BBB Complaint #********
*************
Dear B. Ne:
On July 28, 2025, we received your complaint, dated July 26, 2025, filed with the Better Business Bureau.
You expressed concern that your bill is about $170.00, but you are being charged $267.00. You also expressed frustration with paying your device off if you canceled service. You requested to receive a refund.
My attempts to contact you on July 31 and August 1, 2025, at ************** were unsuccessful. I also sent an email to you at ************************ with a request to contact me.
I was unable to locate an account that matches the information provided. Please contact me directly at ************** or ********************* with your account information, so I can look into this for you.
Please note that when you are financing a device, you are responsible for paying it off if you choose to cancel the service prematurely.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/26/2025
Type:Product 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 and underwent a credit check, which affected my credit score. The order was canceled without notice or explanation. No one contacted me. After waiting all day, I called and was informed by multiple representatives that the order was canceled with no reason and there was no way to document it or escalate my complaint. I was told I would have to start over and repeat the credit check again. I want a full investigation, a credit inquiry reversal, and formal resolution.Business Response
Date: 08/21/2025
July 31, 2025
Ms. ******** *******
**************************************************************
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** July 28, 2025, we received your complaint, dated July 26, 2025, filed with the Better Business Bureau.
You said you ordered a device, but it required a credit check that impacted your credit score. The order was canceled and you were not given a reason why. You requested the credit check be removed from your credit report, for future purchases to not require a credit check, and to receive a refund plus compensation.
Boost Mobile can deny service on any grounds; for security reasons, the reason is not provided. Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. Please note: Boost Mobile does not conduct hard credit checks for device financing. You will receive a letter within 30 days with an explanation for the denial.
Because the order placed on July 24, 2025, was canceled, no monies were taken. We apologize for any inconvenience, but your request for a refund and/or compensation is not warranted.
If there are further questions or concerns about this issue, please feel free to contact me at *************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Customer Answer
Date: 08/22/2025
Complaint: 23658747
I am rejecting this response because:
Boost Mobiles reply does not address the actual substance of my complaint.
Service Refusal: Boost claims they can refuse service to any customer, but they fail to acknowledge that the refusal occurred only after I raised concerns and requested accountability for their mistake. Retaliation for filing a complaint is not a valid business practice.
Credit Impact: Boost minimizes my concerns by saying the credit check was only a soft pull. Regardless, they did run a credit check without providing service, and that remains part of the issue. My complaint is not solely about the credit inquiryit is about being denied service without explanation after I had already invested time and money into the process.
Refund: While they refunded my payment, they have never provided written confirmation of account cancellation. To this day, I can still log into an active Boost Mobile account under my name that shows a device ******** Galaxy S25 Ultra) associated with it. I never received this phone, do not know where it is, and have asked repeatedly for written confirmation that I am not financially liable. Boost has refused to provide that. This creates the risk that I could be wrongfully billed or held responsible for a device I never received.
Unprofessional Conduct: My repeated attempts to resolve this with Boost directly have been met with stonewalling. Their representatives routinely hang up on me or close chats without resolution, refusing to provide any written documentation.
Requested ********************start="2040" data-end="2043"> I am asking for written confirmation, on Boosts letterhead, that (a) my account has been fully cancelled, (b) I am not financially liable for any device or service, and (c) the IMEI/device listed under my account has been removed from my name. Without this, my concerns remain unresolved, and the companys response to the BBB is misleading and incomplete.
Sincerely,
******** *******Business Response
Date: 09/03/2025
September 2, 2025
Ms. ******** *******
************************************************************************;
Re: BBB Complaint #********
************** - *************
Dear ***************************** 29, 2025, we received your rebuttal,dated August 28, 2025, filed with the Better Business Bureau.
You rejected our response stating you were refused service after filing your complaint. You also expressed frustration with a credit check (even if it is soft). You requested confirmation that your account is canceled because you are still able to log into it and you see a device.
My attempts to contact you at ************** on August 30, 2025, and September 2, 2025, were unsuccessful, but I left a message each time. I also sent an email to ********************** with a request that you contact me.
Your order was canceled due to a failed manual review on a call when you were answering questions regarding your credit report; as previously stated, Boost Mobile can deny service on any grounds.
When you place an order for postpaid service, it always requires a soft credit check; we apologize you disagree.
We retain personal information about you for the amount of time necessary to provide our services and for as long as it is required to satisfy legal or tax requirements, for fraud prevention, or for other business purposes.
The line pending activation has been removed and the balance cleared, so you are not financially responsible for the device you did not receive.
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:07/26/2025
Type:Product 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.
We were misled during a phone upgrade at the Boost Mobile store located at ***********************************. The store manager, ******* *., handled our transaction.On July 26th, 2025 my wife and I went in to upgrade to the ******** G Stylus 2025. We discussed with ******* that the stylus version costs $50 and the base model is $5. She came back saying, So yall want the ******** G 2025, omitting the word stylus. Since our entire conversation had been about the stylus version, we assumed thats what we were buying.We were charged around $83 and $80, consistent with the stylus model + activation fees, but later found we received the cheaper base model. Valeries response:> You didnt say stylus.We dont have that one in stock anyway.We were also encouraged to pick out cases and told, Dont worry, I got you. That implied they were free, but we were charged and ******* refused to refund them. She also threw away the packaging, making a return impossible.When my wife calmly asked for district manager contact info, she was asked to leave the store. **************** offered no help or escalation.******* mentioned during the sale that she trains other ***** which makes this feel more like a practiced tactic than a mistake.Were requesting a refund or exchange for the stylus model we originally requested, a refund for the accessories, and a formal review of this stores sales methods.Beyond resolution, I believe this stores sales tactics especially how product substitutions and pricing are communicated should be reviewed for ethical compliance and ****************** evidence of the phones, cases, and receipt is available upon request.Business Response
Date: 08/21/2025
August 4, 2025
Mr. ****** ******
*************************
**********************
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** July 28, 2025, we received your complaint, dated July 26, 2025, filed with the Better Business Bureau.
You said that you were misled by the store manager when you visited a retail store. You indicated that you were charged for a 2025 ******** G Stylus, but you received the base model with a value considerably less. You were also encouraged to pick out cases for each phone under the impression they would be free.
Retail stores are independently owned and operated;therefore, this matter has been forwarded to our *********************** team for internal review. Unfortunately, your refund request is denied as the monies paid were to the retail store.
We regret 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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/25/2025
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.
I bought a phone in store from Boost Mobile 10/2024. Per their policy the device should be unlocked 1 year from that date. I have chatted with Boost Mobile multiple times and they refuse to unlock my phone saying I have to wait until 3/22/26. I don't think so. Boost mobile needs to honor this policy and unlock my legally purchased device. I have receipts from the original date.Business Response
Date: 08/20/2025
July 30, 2025
Mr. ******* *****
***********************************************
*********************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 28, 2025 we received your complaint, dated July 25, 2025, filed with the Better Business Bureau.
You stated that you purchased a device on October 20, 2024, and expected to unlock it a year later. You requested your device be unlocked early.
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 phone has been unlocked in our system as an exception, nonetheless.
*** 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
****** ********Customer Answer
Date: 08/20/2025
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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