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
- 4,978 total complaints in the last 3 years.
- 1,511 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:10/14/2024
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.
September 17th, I ordered a iPhone 16 Pro Desert 256GB with the 1000$ off Boost infinite deal. I was on the phone with a *** for 2 hours, he kept saying the payment method wasnt working, we ended up asking for another *** after 2 hours, the guy didnt want to transfer us, the 2nd *** got the payment and he told us we were all good. Then after 3 days, September 19th, I got an email saying the order was canceled for protection and I will receive a refund within 7-10 days. I called the same day and the *** said it shouldnt have been canceled and everything shouldve been good. So I waited 10 days, still no refund, so I call Boost, they say the order was never canceled and I should expect for it to ship October 4th. I called Boost to check if the phone was still shipping, they said the order was canceled and told me I should be receiving a refund. October 12, i called Boost again, they said that the refund shouldve came OCTOBER 7TH. It never came at all, so I told her it never came. She had me fill out a lost refund form. I still never received a refund to my bank, I tried contacting cash app support they denied me. I want my refund.Business Response
Date: 11/07/2024
November 7, 2024
Mr. Forest Degraphenreed
******************
******************************;
Re: BBB Complaint #********
************** - *************
Dear Mr. ************************ October 14, 2024, we received your complaint, dated October 14, 2024, filed with the Better Business Bureau.
You said you ordered an iPhone 16 Pro Desert 256 GB on September 17, 2024, with a $1,000.00 discount. After speaking with a representative, your payment was processed. However, on September 19, 2024, you received an email saying that your order was canceled for security reasons, and you would receive a refund in 7-10 days. You waited for the time frame given, but no refund arrived. When you called customer care, they initially said the order was not canceled and would ship on October 4, 2024; however, you were told later that the order was canceled and you should receive a refund. By October *******, we confirmed that the refund should have arrived by October 7, 2024, but you still have not received it. You filled out a lost refund form and contacted ******* support, but your claim was denied. You would like to receive a refund,as your order was canceled before it was fulfilled.
When we spoke on the phone on November 7, 2024, I let you know that I was working on either having a refund issued or the iPhone delivered. I created a ticket to have this addressed and will update you once I receive more information. You said that you accepted this resolution and you look forward to hearing from me.
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
***** *****Initial Complaint
Date:10/13/2024
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 10/12/2024 I ported my number from ******* to Boost Mobile. I paid $35.00 for activation and $60.00 for a month billed in advance. After leaving the store driving on the hwy the phone stopped working. ** i went to another boost store but the line was long and only had one ***. ** I went to another boost store. He told me it was my phone and i had to buy a new phone which i did. After 5 hours 2 tickets was created, then service started working. After I left the store at 9pm and arriving at the house there was no service on the new phone. Today 10/13/2024 I took the phone back to the store and the *** was heated to see that the service again was not working. I told the *** i can not go with out a phone and i need to go with another cell provider. *** stated he had to get the phone working first to get a transfer pin. After getting the transfer pin the *** apologized about it and refunded me for the phone. I asked the *** on the phone about my $95 the day before she stated i would have to go back to the store where i first started out. Went to the store The *** called Boost mobile and the told me that i was not going to get back my refund cause i cancelled the account. Supervisor ID: ***Business Response
Date: 11/05/2024
November 4, 2024
Mr. ***** **********
****************** NW, 242
*******, ** 30305
Re: BBB Complaint #********
************** - *************
Dear Mr. ********************* October 14, 2024, we received your complaint, dated October 13, 2024, filed with the Better Business Bureau.
You said that you opened an account on October 12, 2024, but you encountered service issues. After visiting two separate retail stores, these issues could not be resolved; therefore, you ported your phone number out to another carrier within three days. You requested a $95.00 refund.
Retail stores are independently owned and operated; therefore, services and/or technical support provided by store representatives is not logged or monitored by Boost Mobile, L.L.C.
We have no record of you requesting direct technical assistance from customer care,which would have given us the opportunity to assess and solve the problem; therefore,your request for a refund is denied.
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:10/13/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a Boost Mobile customer for over a decade. I purchased a new phone from them in August, not realizing that even though I was a long-time customer, their policy was to keep the phone network-locked for 12 months. I am travelling out of the country and bought a pre-paid SIM card to be able to use my phone. When I found out my phone was network-locked, I reached out to them and explained the situation, on 10/13/2024, offering to pay a fee to have it unlocked, or even pre-pay the remainder of the 12 months. The first representative, ******, advised that this would not be an issue, and offered to unlock the phone for free, but did not follow through. The second representative I spoke with insisted that no one in all of Boost Mobile was physically capable of unlocking a phone before 12 months.Business Response
Date: 11/06/2024
November 6, 2024
Mr. **** *****
***************
*****************************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** October 14, 2024, we received your complaint, dated October 13, 2024, filed with the Better Business Bureau.
You said you purchased a new device in August 2024, not realizing it would be network locked for 12 months. You contacted us to unlock the device, as you would be traveling out of the country and wanted to use ****** offered to prepay for the service for 12 months, but your request was still denied.
When we spoke on November 6, 2024, I informed you that Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
As an exception, your unlock request has been granted;please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted.
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).
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************************************************
****** ********Customer Answer
Date: 11/06/2024
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:10/12/2024
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 September 18, 2024, I placed and order for an Apple iPhone 16 Plus that included a year's worth of free service. After reviewing the terms of the order, I felt it was not what I needed. On September 19, 2024, I called Boost Mobile at ************ and told the Agent that I wanted to cancel my order. The Agent responded that he could not access the order at that time and told me to call back the next day.The next morning, I received an email stating that my Order Number: 9006-319926-9057 had shipped at 12:48 AM about 4 hours after I'd spoken with Boost Mobile Agent regarding canceling my order.On Wed, September 24, 2024, the local *** driver left a *** Notice number 9203 127 702 4 stating they had a package that required my signature.On Thursday, September 25, I refused delivery of the package from Boost mobile and requested that it be sent back.The package with the Apple iPhone was delivered to Boost Mobile in ********** IN and signed for by a Rey Carcers.I have called Boost Mobile at least 3 times since the phone was returned requesting a status of when my refund request would be processed. Each time I got a different story. They have had the phone for 12 days now and today the agent told me it might be another 2-3 weeks. I informed the Agent that I would report this failure to refund the cost of the product as FRAUD.Business Response
Date: 11/05/2024
October 24, 2024
Ms. ****** *******
*****************************************************
******************, ID *****
Re: BBB Complaint #********
************** -2024-10-22855
Dear Ms. ****************** October 14, 2024, we received your complaint, dated October 12, 2024, filed with the Better Business Bureau.
You said you ordered an iPhone 16, but then you did not want it. You were unable to cancel the order with customer care, so you refused delivery. You confirmed the device was received back, but you have not received a refund. You also mentioned that you were given multiple refund timelines.
Customer care agents are unable to cancel orders once placed.
I confirmed the device was received. A refund of $985.84 was issued to the card ending in 7498 on October 24, 2024.Please allow 3-5 business days for processing.
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:10/12/2024
Type:Product 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 Sept 8, 2024, I went online (and paid) for and ordered a "bring your own phone" $25.20 plan plus **** card from Boost. I waited over a week and finally got the **** card for my cell phone service. After it didn't work, I called Boost. After two hours, I was told that the **** card they sent was not compatible and was not correct for my phone. I was told Boost was sending me a new **** card overnight. After many, many, many calls trying to find out why, I have not even received a notification at all from Boost or *** that my newest **** card was sent. Boost kept telling me to wait a few days. I would wait and call back. After three weeks of trying to get a **** card, so I could use my phone, I told Boost to cancel my service, and I was changing service because I have to have a phone. I was expecting my $25.20 back. I thought the account was closed until today. I received another charge on my debit card for another $25.20 today for a phone number I haven't had in a while now due to switching to another phone company with a new number. ++++++Boost even unlocked my phone, so I could change companies. Which tells you they knew I canceled my service with them++++Instead, my account was left open with my card still showing as reoccurring payment, and they charged me again today, October 12.I called immediately after finding out they charged my card today and talked to a guy that said his name was ***** *********. He canceled my account but refused to refund any of my money. He also refused to provide me the phone number associated with MY account. I never used the number, so I don't know the number. My email address is all I have to show my account.I am asking that $50.40 be refunded to the debit card they have on file or refund it by check. I've never been able to use my phone and I had to have one, so I had to change companies. I can be reached at ************, which should also be associated with this account.Business Response
Date: 11/06/2024
November 6, 2024
Ms. ***** ****
*************************
*************** 71291
Re: BBB Complaint #********
************** - *************
Dear Ms. *************** October 14, 2024, we received your complaint, dated October 12, 2024, filed with the Better Business Bureau.
You said that on September 8, 2024, you ordered a SIM card kit online and paid $25.20. However, you were unable to activate service with it. We shipped out another kit overnight, but you did not receive it. You asked for the account to be canceled, but you were charged another $25.20 for the next month of service. You contacted us again and the account was canceled, but we refused to issue a refund.
When we spoke on November 6, 2024, I informed you that your account is set to disconnect at the end of the current billing cycle.
Boost Mobile is a prepaid service and payments made are non-refundable. I will refund both $25.20 charges as an exception,nonetheless; please allow 7-10 business days for processing.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 11/07/2024
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:10/12/2024
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 have currently 2 issues. I have purchased a phone and ended up returning the phone, the box was unopened and I paid the label, the order was sent back on Sep 24 and until now no refund or confirmation was sent. Second problem, I want to pay off a phone that was purchased on a loan (due to several bugs) I was unable to upgrade the phone, I spoke with more than 10 customer service representatives and for more than a month I've been trying to payoff the loan.Business Response
Date: 11/07/2024
November 7, 2024
Mr. ****** ********
*************************************************************************************************;
Re: BBB Complaint #********
************ -2024-10-22849
Dear Mr. ******************* October 14, 2024, we received your complaint, dated October 12, 2024, filed with the Better Business Bureau.
You said you did not receive a refund for a device you ordered and then returned. You also want to pay off a financing agreement for another device, but our agents were unable to assist you over the phone.
My attempts to contact you at ************** on November 6 and 7, 2024, were unsuccessful, but I left a voice message with my contact information. I also sent an email to you at ********************** with a request to contact me.
A review of your account reveals that a $91.00 refund was issued on October *******.
Due to system limitations, our agents have to submit a ticket for assistance in helping a customer pay off a device financing balance. Please contact me directly at ************** or ************************ so I can assist you with making this payment.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/12/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
DATA AND VOICE WERE DOWN FROM 10-01-/10-12 2024.....ive had connection problems with both voice and data and they dont want to ctredit the entire down period from 10/01-10-12 2024Business Response
Date: 11/05/2024
October 23, 2024
Mr. ****** *******
*****************
*****, GA 30141
Re: BBB Complaint #********
************** -2024-10-22853
Dear Mr. ****************** October 14, 2024, we received your complaint, dated October 12, 2024, filed with the Better Business Bureau.
You said you were without service from October 1 to 12, 2024. You requested a credit for those 12 days.
Our records confirm that no contact attempt was made to Boost Mobile until October 8, 2024. You reported that both of the devices on your account were experiencing dropped calls and slow data.On October 12, 2024, a courtesy credit of $20.00 was applied to your account balance.
As we are unable to verify the additional time you say your service was interrupted, the credit of $20.00 is considered sufficient. Nevertheless, in the interest of customer satisfaction, I applied an additional $30.00 credit to your account, for a total of $50.00.
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
***** *****Initial Complaint
Date:10/12/2024
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 purchased a Boost Mobile phone online on 9/20/2024 and have had nothing but PROBLEMS with activating the phone. Each time you cut the phone off and back on, and remove the **** card and replace, the phone keep saying "no **** card available". I have called Boost Mobile more then 15 times to try to resolve this issue. How can someone get a 1 time code to the phone if the **** card is not activate to receive calls or messages!! This has been a total nightmare, and then they have sent me a bill for a product I have not been able to use. All I want is to return the phone, get my $16 back and remove this account from under my name. Their customer service is awful, no one understands what you are saying. At this point i am absolutely FRUSTRATED with Boost mobile. PLEASE HELP TO RETURN THIS PHONE AND REMOVE MY NAME FROM THEIR ACCOUNT.Business Response
Date: 11/07/2024
November 7, 2024
Ms. ******* *********
1131 ***** Dr.
*******, MS **************************************************************************** BBB Complaint #********
************** -2024-10-22851
Dear Ms. ******************** October 14, 2024, we received your complaint, dated October 12, 2024, filed with the Better Business Bureau.
You said that you purchased a phone online, but it never worked; therefore, you requested a refund for the initial payment of $64.92.
I attempted to contact you at the phone number provided in your complaint and left a message each time, but I did not receive a reply. If you wish to continue with this matter, we will need to have the phone returned and verified before a refund can be issued.
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:10/11/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My father bought me a phone from boost mobile, not under contract he outright bought the phone. It was October 11, 2023. The phone was active with service from boost until April 25, 2024 because he passed away and his wife cancelled the service. I had it changed over to me on May 5, 2024 and now wanted to change carriers. On October 5, 2024 Boost told me that I had to remain with them until October 11, 2024 at which point they would unlock the phone so that I could switch carriers. I went into the store today to turn my phone on with the new carrier and now boost is refusing to unlock my phone and is telling me that I have to stay active with them for another two months. every time I call them, its something different and I feel like they are just trying to force me to stay active with them even though I own the phone and have no ties to boost other than using their prepaid service for 11 months already.Business Response
Date: 11/01/2024
October 15, 2024
Ms. ********* ********
*******************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************* October 14, 2024, we received your complaint, dated October 11, 2024, filed with the Better Business Bureau.
You said your father purchased a device from ******************** outright and it was then transferred to your account. You expressed concern that you were informed you would have to remain with Boost Mobile for two more months before you can have the device unlocked.
When we spoke, I informed you that Boost Mobile offers devices at a highly discounted rate, which is why the device must remain active with Boost Mobile for 12 months before it can be unlocked. Our records show the device has since been unlocked, nevertheless.
Please note 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,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/11/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was with boost Mobile, while with company I purchased a phone. I have attempted calling on Several occasions trying to get them to send me the return label and it seems like theyre having a problem with sending me this return label ( to my email)so Im turning to yall to get help because I have so many days to send their device back and if I do not, they will be charging me for it so Im trying to avoid charges.Business Response
Date: 10/31/2024
October 16, 2024
Ms. ******** *******
**********************************
*******, IL 60438
Re: BBB Complaint #********
450996345343 -2024-10-22772
Dear Ms. ****************** October 10, 2024, we received your complaint, dated October *******, filed with the Better Business Bureau.
You expressed concern regarding not receiving a shipping label to return your device for a refund.
I sent you an email with the return shipping label and ** number (450996345343)to facilitate the return. You will need to write the ** number on all sides of the return box.
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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