Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 4,973 total complaints in the last 3 years.
- 1,510 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:10/18/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid Boost Mobile over $12 to activate my wife's new Boost phone and SIM card. They never activated her phone in spite of back-and-forth talking on my phone to activate hers. They refused to refund the money, even though they never correctly activated her phone. I cancelled their service on 10/16/2024, but as of today 10/18/2024, they still refuse to activate her phone or tefund the money spent. Thieves.Business Response
Date: 11/12/2024
October 29, 2024
Mr. **** ********
****************************************** 1NW
Normal, IL 61761
Re: BBB Complaint #********
************** -2024-10-23272
Dear Mr. ******************* October 18, 2024, we received your complaint, dated October 18, 2024, filed with the Better Business Bureau.
You said that you paid us to activate your wifes device, but it was not. You requested a refund.
It does not cost anything to activate a device with assistance from customer ******** payment went towards the first month of service. Additionally, the line was activated, but there is no record of you calling in to troubleshoot the issue, and you opted to cancel the service the same day. Because you did not port your phone number in from another provider, your request for a refund under the 30-day money-back guarantee is declined. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/12/2024
Complaint: 22441296
I am rejecting this response because: They were contacted multiple times about the failure to activate the line.
Sincerely,
**** ********Initial Complaint
Date:10/18/2024
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 10/3/24, I was going to change my phone plain from T-Mobile to Boost Mobile. After unsuccessfully being able to port my number over. I then canceled and asked for a refund. ***** from customer service went through the process to get me a refund. I was given a ticket number # ****** . ***** stated that on 10/14/24 my money would be back in my account. My money has not been returned to my account. I spoke with several different customer service people *** have yet to receive my refund. I reported a supervisor laughing telling me that , I will not be getting my money. It suppose to have been a 10 day process now it's gone over the time. Everytime I call in to get help, I'm unable to do so. This is why I'm seeking your help.Business Response
Date: 11/12/2024
November 8, 2024
Ms. ***** ****
********************************** E.
****************************
Re: BBB Complaint #********
************** -2024-10-23269
Dear Ms. *************** October 18, 2024, we received your complaint, dated October 18, 2024, filed with the Better Business Bureau.
You stated that you had trouble porting in your phone number. You decided to cancel your account, and requested a refund; however, you did not receive one, even after contacting customer care multiple times. You also expressed dissatisfaction with the customer service you received.
When we spoke today, I informed you that I submitted a refund request; please allow 7-10 business days for processing.
We appreciate you bringing your experience to our attention, and we sincerely regret any inconvenience this issue may have caused.
Sincerely,
****** ********
Team Lead
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**********************************************************************************Initial Complaint
Date:10/17/2024
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.
My phone bill is ***** yet Boost mobile app has been charging my phone monthly multiple times from July ****** up into now October *******Business Response
Date: 11/12/2024
November 12, 2024
Ms. ******* ******
******************************
**********************;
Re: BBB Complaint #********
************ -2024-10-23208
Dear Ms. ***************** October 17, 2024, we received your complaint, dated October 17, 2024, filed with the Better Business Bureau.
You said your phone bill is $35.00 per month, but you were charged multiple times per month from July 9, 2024, up to October 17, 2024. You requested a refund.
Our records indicate that your monthly charge of $35.00 has occurred normally, and you have not been charged in the manner you refer. However, multiple recurring data packs were added to your account during July 2024. As of your October 2024 bill, only one 1 GB recurring data pack remains.
A one-time courtesy credit of $5.00 was applied to your account on October 17, 2024; no further credits or refunds are warranted.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
***** *****Initial Complaint
Date:10/17/2024
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 woke up today 10/17/24 to charges on my account with ******************. It was 2 separate charges for $5 per month. So $10 a month. I called at 9:11am central time for a total of 49 minutes. My complaint isnt that its the amount its why I was told I was being charged. At first I thought someone hacked my account and added these charges for (mini me games) and (unlimited games). So when I called to get assistance resetting my passwords I wasnt getting anywhere and had the call escalated to a supervisor. The supervisor advised me my account wasnt hacked but that boost mobile added those charges. That theyve added them to everyones accounts. Which if I didnt have notifications on or monitored my bill I wouldve paid for months without knowing since I have auto pay on. So my concern is how many people are going to pay that and not know? How much money is boost going to make off of adding charges that arent needed. They removed my as soon as I complained since its for some games. I also question if they legally can do that add random not needed charges to everyones account. So my complaint is more for the general publics accounts in mass.Business Response
Date: 11/12/2024
November 11, 2024
Mr. ***** ******
****************
***********, ** 61704
Re: BBB Complaint #********
*************
Dear Mr. ***************** October 17, 2024, we received your complaint, dated October 17, 2024, filed with the Better Business Bureau.
You stated that on October 17, 2024, two unauthorized charges (for Mini Me Games and Unlimited *****) appeared on your account. You called customer care and you said that you were told these items were added to your account automatically. You requested a refund.
Our records show we did not automatically add these items to your account: they were added through the mobile app. Mini Me Games was offered on a seven-day free trial. However, it was not removed before the end of the trial period, and began to be charged. Unlimited ***** was added on October *******, but canceled the same day and not charged. A $10.00 courtesy credit was applied to your account by customer care on October 17, 2024, as compensation for this issue.
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:10/16/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Despite canceling services they continue to bill my account repeatedly and I have canceled twice and they still continue to bill me for services that I do not receive.Business Response
Date: 11/11/2024
November 6, 2024
Mr. ****** ******
**************************>**********************;
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** October 17, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You said that you have canceled your service twice, but you continue to be billed.
Our records show that you canceled one line, ************, on July 25, 2024, and the second line,************, is suspended due to non-payment. The account was showing past due with a balance of $26.85, which has been waived. Although one line was canceled,it was the second line that caused the billing to continue.
The account now has a zero balance and both lines are inactive.
We apologize for any inconvenience this has caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:10/16/2024
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.
On October 8th, I purchased a phone from Boost Mobile's website for $150. Shortly after, I noticed the shipping address was incorrect, and I immediately contacted Boost Mobile customer service to update it. Despite multiple attempts, Boost Mobile provided no assistance, instead directing me to *** without a tracking number. Over the past week, I repeatedly reached out to Boost Mobile to stop the shipment or correct the address, but to no avail. The phone was eventually delivered to the wrong address. Boost Mobile now says I must either file a lost item claim with *** or pay for another phone. This is unacceptable, as the issue was flagged from the start and mishandled by Boost Mobile. I expect proper resolution, which should not involve further costs on my part for Boosts mistake.Business Response
Date: 11/07/2024
November 6, 2024
Ms. ****** ***
***********************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ************** October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You said that you ordered a phone online, but it was sent to the wrong address.Although you contacted us immediately, you were told nothing could be done and to contact **** You would like to receive a replacement or refund.
To protect against fraud, the ordering process requires the customer to input their address. It is their responsibility to ensure it is properly saved;otherwise, the system defaults to the address provided at the time of activation. In addition, once the package is given to *** for delivery, changes cannot be made. Unfortunately, since the package was delivered to the address you authorized, nothing further can be done.
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:10/16/2024
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 september 19th I ordered an Iphone and service through Boost mobiles website. The phone was sent and instructions to port over my new number. I attempted this and received an email that stated there was a problem porting over the number. It gave me a number to call. I have called that number over seven times. They are unable to locate my account even though I have given them an account number, the order number, the phone number. And my number is now locked so I cannot reorder the phone through the stores. No one can help me and now I have a phone that does not work and am told I can send the phone back in for a refund. But since they do not have my account information how can I be refuned. This is the worst company I have ever dealt with and I do not know what to do.Business Response
Date: 11/12/2024
November 11, 2024
Mr. ******* **********
***************************************************
******************
Re: BBB Complaint #********
*************
Dear Mr. ********************* October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You stated that you ordered a phone on October 19, 2024,through our website. When you received it, you attempted to port your phone number in; however, you received an error. You called our customer care department and the agents were unable to locate an account in our system. They suggested that you return the device for a refund, but you are worried about returning it since an account could not be located. You requested assistance.
We spoke by telephone on November *******. I located the order for the device in our system, but I was unable to pull up the account. You expressed interest in porting your phone number in once the account is showing in our system. I contacted our IT department for assistance. I informed you that I would contact you once the account is visible, so we can complete the port.
We regret any inconvenience.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 02/07/2025
In September I ordered an Iphone 16 Pro Max on a payment plan, I received the phone. And when I tried to activate it Boost could not locate my account. It took 4 months and a BBB complaint to finally get the phone working in January. They finally located my account and activated the phone. Then yesterday the full price of the phone was taken from my account without authorization. I called today and they refused to refund the amount. They said this was a valid charge because I did not activate the phone within 45 days of recieving it. I believe this may be a scam. I called and they escalated the call and still said that even though they were aware the phone was not activated due to their negligence it was still a valid charge.
Desired resolution: not entered
Business Response
Date: 02/12/2025
February 12, 2025
Mr. ******* **********
***************************************************
******************
Re: BBB Complaint #********
************
Dear Mr. ********************* February 11, 2025, we received your rebuttal, dated February 11, 2025, filed with the Better Business Bureau.
You rejected our response stating that you signed up for service on September 19, 2024, but the port-in of your phone number failed. We were able to activate your phone in January, but you were then charged the full price for the device. You called in to request a refund, but it was denied.
Our records show that the charge for the device posted on December 26, 2024, which is before the service was activated on January 15, 2025. The payment processed on February 5, 2025. We submitted a request to correct this error and issue a refund of $1,271.11.
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:10/16/2024
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 was sent an email on September 29 stating that I had a statement credit for $176 that I could use towards my next bill when I logged into my account for ********************. I saw the credit was applied on September 29 for $176. On the day that my phone bill was due, my phone was disconnected and they told me that they reversed the credit. On that day I logged into my Boost Mobile account and the credit was still posted there was no reverse. They refused to apply the credit and did not tell me the reason for the reversal. They never sent an email stating that there was a reversal of credit. And I have proof both with an email and a screenshot of the statement credit applied to my account, plus it saying that my phone is disconnected at the top of the screen with the statement listed at the bottomBusiness Response
Date: 11/11/2024
November 5, 2024
Ms. ******* *******
**************************
********************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You said that you received an email on September 29, 2024, stating that you would receive a $176.00 credit; however, we are no longer willing to honor it.
You filed this same complaint with the ***************************** on October 28, 2024.
A review of your account shows that the referenced credit posted on September 29, 2024,and was absorbed by your September 2024 bill. When we spoke on October *******, I attempted to explain this to you, but you refused to listen and said that you paid the store. You began to raise your voice and use profanities, and then you ended the call. As the desired credit has already posted to your account,no further credit will be applied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:10/16/2024
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 purchased an IPhone about 3 months ago from ****** in a program they had with Boost Mobile where they sell you a phone for 1 cent and then you sign up with boost mobile for the phone service and they bill you monthly for the phone but give you a credit on your bill to offset the cost of the phone so the phone is technically free when you have finished. The term of the credits is supposed to be 36 months. My plan stated I would get an iphone 15 and be billed $61.28 per month for this plan. That was based on a plan that was $84.31 which included ***** per month for the phone payment but then you received a credit of $***** on the bill called a phone discount dropping the monthly bill to $61.28 that I was promised. They billed me correctly for 2 months and when i just got the third bill it is charging me The $***** for the phone but not including the monthly credit so the bill is now $84.31. I had an online chat with customer service and a phone call with another customer service *** and they are telling me I have to pay for the phone and nothing they can do about it. I did get in touch with a 3rd ***resentative and she issued a $25.00 credit to fix the problem on this bill but could not guarantee that the same problem won't happen again. No one in customer service seems to even know this promotion exist even though Boost still has the same type promotion on ******'s website today on the new iphone 16. I am considering leaving boost but would prefer to return the phone and not have to pay for it since they are not honoring the promotion but feel I am not going to be able to get that resolved with their uninformed customer service. If they really care about their customers I would think they would reach out to me or any others who had this promo and have the same issue to make it right. I might get stuck eating the cost of the phone but will move to another carrier if not resolved. Any new customers better think twice before signing up for this promotionBusiness Response
Date: 11/12/2024
November 11, 2024
Mr. ****** *******
***************************************** N.
**********, ** 40229
Re: BBB Complaint #********
************** -2024-10-23067
Dear Mr. ****************** October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You said you purchased an iPhone through an Amazon promotion. You were supposed to pay $61.28 per month for the phone after a $23.03 credit. For the first two months, your bill was correct, but the third bill was $84.31, as the credit failed to apply. When you contacted customer care, you were told the issue could not be fixed. One agent issued a $25.00 credit for the current bill, but could not guarantee it would not happen ********* would like this fixed.
When we spoke on the phone today, November 11, 2024, I informed you that our records confirm a system issue was responsible for your reoccurring discount not applying in October 2024. I confirmed that the issue has been resolved, and going forward you should continue to receive the $23.03 credit.
We apologize for any inconvenience this 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
***** *****Initial Complaint
Date:10/16/2024
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 October ******* I made an online boost mobile purchase in the amount of ***** but with tax I was charged $13.80. I paid for a new SIM card which was supposed to be first month of service for $*****. How ever boost mobile decided to send me a used SIM card with the line already suspended & me owing $35 for that new line. They said the line wont be on because of my primary line when that number have nothing to do with the service that was supposed to be provided with the new SIM card I paid for. They wont GIVE ME A NEW SERVICE BUT I PAID FOR IT . Please help me!!! They lied on their website and I am ready to sue them!Business Response
Date: 11/05/2024
October 25, 2024
Lashoun Small Roget
********************* 7G
******************
Re: BBB Complaint #********
160480512624 - *************
Dear Lashoun Small Roget:
On October 16, 2024, we received your complaint, dated October 16, 2024, filed with the Better Business Bureau.
You said that you purchased a *** card and after you activated it, it carried a $35.00 balance. You expressed concern you did not receive the month of service included with your purchase.
I contacted you by phone today, but I had to leave a voice message.
Our records show that the *** card did not carry a balance; however, due to the date it was added, you did not receive the full month of service. I applied a courtesy credit of $26.39 to your account to offset your next monthly charge.
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: 01/14/2025
October 2024 Ive been scammed by boost. I added another line to my line and thought my plan was $25. November 2024. For Both lines, my bill was *****. December 2024 & January 2025 I was charged ***** . Not only did my bill tremendously went up. Boost fails to provide and live up to their contract standards. The 25 unlimited forever is not INDEED 25, its $30 & if youre not on autopay they charge $10 extra dollars. No where in the 25 contract does it says that I have to be enrolled to auto pay for my bill to be $25. Not only that if I do enroll on auto pay they do NOT LET you get a full months service. Ex: if my bill is due on the 13 auto pay will bill me on the 8 & then Ill be out of service. Its illegal and I need to switch my phone company You cant even go on the website to look at the contract terms because the bottom of the web store is a data filler.
Desired Resolution: Billing Adjustment
Business Response
Date: 01/24/2025
January 23, 2025
Mr. Lashoun Small Roget
********************* 7G
******************
Re: BBB Complaint #********
160480512624 - ************
Dear ************************** January 22, 2025, we received your rebuttal, dated January 22, 2025, filed with the Better Business Bureau.
You rejected our response stating that you added a line and you were billed accordingly; however, when you removed AutoPay, you found that your price increased by $10.00. You maintain that Boost Mobile does not advertise that ******* is a requirement to receive the $25.00 price and you are asking for a billing adjustment.
Boost Mobile does advertise that our $25.00 plan requires AutoPay. Please refer to our website's plans section and review the full plan details. If you would like to reinstate AutoPay, your due date is the 26th of each month.
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
****** ********
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