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.
- 1,512 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:10/09/2024
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.
So i ordered a phone service new number but since the phone i bought is locked sim i couldnt activate it with boost and now i was charged for a service i cant even activate im requesting a refund Ive already called been transferred too many times woth no resolution heres my order 6597-352873-4686Business Response
Date: 10/29/2024
October 23, 2024
Ms. ****** ********
****************
*********** 85042
Re: BBB Complaint #********
************** -2024-10-22624
Dear Ms. ******************* October 10, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You said you signed up for service with a new phone number. Due to the *** card being locked, you were unable to activate your device. You were then charged for a month of service despite not being able to use it. You requested a refund.
Our records confirm that your device/*** kit was ordered and delivered on September 19, 2024, to your address. The Boost Mobile Terms and Conditions state that your first monthly charge will be collected at checkout. As your account is prepaid, your initial charge of $25.19 on September 21, 2024, is valid.
In the interest of customer satisfaction,I issued a one-time courtesy refund for the full amount to your card on file.
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:10/09/2024
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.
Ordered an upgrade phone online from Boost Mobile on 09-23-2024. The phone does not have a physical SIM card so it has to be activated with an ESIM card. The support line responsible for performing this task requires waiting on the phone for 3 to 4 or hours or more. This is not a temporary situation. Apparently this has been going on for some time. I wasted many hours on multiple phone calls trying to activate the phone. After being on hold for several hours I was mysteriously disconnected. This happened twice. I went online to see if there were complaints about this and discovered it is happening to a LOT of people.I finally gave up on activating the phone and requested a return of the phone. I was told that they would send me an email authorizing the return of the phone, but it would take a few days. After 5 days I received an email stating the phone was not eligible for return. No explanation was given. When I called them again to ask why they told me the phone could not be returned because I purchased it at a store. I told them I purchased it online from the website. Then they told me someone closed the ticket incorrectly stating that it was purchased at a store. They opened a new ticket and again told me it would take a few days for me to receive the email authorizing the return. After another 5 days I still did not receive the email so I called them and requested a supervisor. They told me it was still pending and that they did not know when I would be sent an email authorizing the return. In addition to all of these problems they changed the phone number on my account after I specifically requested it not be changed and they told me it would not be changed. Eventually, I will be charged $180 for a phone I cannot use.Business Response
Date: 10/29/2024
October 21, 2024
Mr. **** ******
***********************
*****************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** October 10, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You said that you purchased a phone online. You expressed concern with the time it took to activate; therefore, you requested to return it, but you were told you could not because it was purchased from a retail store. You also said that your phone number was changed without your consent.
Our records confirm that you purchased the phone online and a Return Merchandise Authorization (RMA) was sent to you October 10, 2024.
When phones are purchased online, the customer is asked if they want to retain their phone number or be assigned a new one; however, certain offers require that a new line/account be established to qualify.
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
****** ********Customer Answer
Date: 10/30/2024
Complaint: 22403899
I am rejecting this response because: The business is misrepresenting my complaint. The amount of time involved in attempting to activate the phone was not just inconvenient, it was virtually impossible. I spent many hours on the phone while making at least four attempts to activate the phone only to be disconnected! I looked online to see if other people were having the same problem and found that this was a typical experience. Making matters even worse, Boost Mobile made sure there was no way to receive a call back or even tell you how long you would have to wait. They have wasted so much of my time and they actually want me to pay to return the phone to them after making it impossible for me to activate the phone! They need to send me me a PAID return label, not just a label with their return address and RMA.
Sincerely,
**** ******Business Response
Date: 11/12/2024
November 12, 2024
Mr. **** ******
***********************
*****************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** November 7, 2024, we received your rebuttal, dated November 7, 2024, filed with the Better Business Bureau.
You said we are misrepresenting your complaint and although you received a return label, you have to pay the shipping fee.
A review of your original complaint and our subsequent response did not find that it was misrepresented in any manner. As a courtesy, I sent a prepaid shipping label to your email address.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:10/09/2024
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.
This company has been nothing but lies and deceitful since I started doing business with them. I set up service on 9/16.I canceled service on 9/17.They told me the order was canceled. And I would receive a refund in 7-10 days.They lied.A few days after I canceled my whole order, I got an email saying one of my phones had shipped.I called them up and asked them why, and they didnt have an answer for me. They said return the device and then they will cancel my order and refund my money.I returned the device to them.Its been in their possession for a week now.And I also called again to make sure The order was canceled.They confirmed with me that they canceled everything and I would receive a refund in 7-10 days.Its been 7-10 days, and they didnt cancel anything. In fact they shipped me another phone.I called again and they said to send the phone back to them and theyll cancel everything.I have audio recordings of me talking to customer service saying my service was cancelled and that Ill receive my refund. I have another audio recording of the 2nd time I requested a cancellation of my order and they confirmed it was canceled.I have proof that the first phone they sent me was deliver back to their office. I have recorded everything. I have phone records of spending hours on the phone with them.I honestly think they are hijacking my credit card info and trying to force me into a cell phone plan. They said I had 30 days to cancel. I been trying to cancel since 9/17/2024. They refuse to cancel my service and keep sending me phones I do not want. All I want is a refund and a cancellation of service. That is it. Thats all I ever wanted.I cant believe how hard this has been to deal with this company. They are liars and deceitful and they have deceptive practices. This is my last attempt before I get my attorney involved.Business Response
Date: 10/31/2024
October 29, 2024
**** ******** and Mr. ****** ********
*******************
**********************
Re: BBB Complaint #********
*************
Dear **** and Mr. ******************* October 10, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You stated that you tried to cancel the order for two devices you placed on September 16, 2024, but you could not. You received both devices and returned them, then requested to receive a refund and have your service canceled.
Our records indicate that the account in question was never activated; therefore, it does not need to be canceled. A refund of $65.00 was processed on October 2, 2024, and a refund of $78.00 was processed on October 22, 2024.
The Boost Mobile Terms and Conditions disclose that service payments remitted to Boost Mobile are final and non-refundable; however, I made an exception and authorized an additional refund of $85.00. Please allow seven to ten business days for processing.
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:10/09/2024
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.02,2024, I purchased more data in the amount of $10.00. After purchasing this data, my data was not restored. For several days following this transaction I tried to resolve the situation by contacting boost mobile. Several times I was placed on hold for several hours and the problem still remained. I payed my monthly bill on October. ****** and still I have no data. I have made several attempts to resolve this problem and yet boost mobile will not work with me. They have charged me for services I am not receiving. I also have phone records and text messages to support my claimBusiness Response
Date: 10/31/2024
October 23, 2024
Mr. ****** *****
*********************************************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** October 10, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You said you purchased a 10 GB data pack on October 10, 2024, but then realized your data was not restored. When you contacted customer care about this, you were placed on hold for several hours and the issue was not resolved. You then made a payment for your monthly bill on October 8, 2024,and still received no data. You have yet to receive assistance from Boost Mobile regarding your issue and requested an immediate resolution.
Our records confirm that on October 4, 2024, you called into customer care regarding your data issue and worked with multiple technical support agents, but you were unable to reach a resolution. On October 9, 2024, an advanced technical support ticket was created in an attempt to escalate your data issue. As of October 23, 2024, our records confirm that your 10 GB add-on has a remaining balance of 6.76GB, and expires on November 1,2024.
When we spoke on the phone on October 23, 2024, you confirmed that your data is currently working, but expressed concern with the amount of time and effort it took to fix this problem. You mentioned that you will be looking at other providers. I apologized that we were unable to meet your needs.
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:10/09/2024
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 too spent a day in a half activating the lines. But today was sincerely frustrating. **** was due went pay this morning before work. Their authorization codes wouldnt send. At lunch I tried again, nothing. Went into store they attempted to charge me additional 5 dollars for payment, I refused. Ive been on the phone with 4 different **** and they figured out the problem. But refuse to credit me for the day. If Im paying for 30 days pre paid and I cant use one then why should I pay for something I cant use?Business Response
Date: 10/31/2024
October 10, 2024
Ms. ****** *****
******************************
***********, ** 17036
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** October 10, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You said that when you started service, it took a day and a half to be activated. You also stated that you went to make a payment,but the app would notv accept it. You then went to a store and they attempted to charge you $5.00 for taking your payment. In addition, you mentioned that you were denied a credit for one day. You requested a billing adjustment.
Our records indicate your statement generated on September 12, 2024, with a due date of September 27, 2024. You were provided a ten-day ***** period before your service was interrupted on October 7, 2024,for non-payment. A payment was processed on October 9, 2024, restoring the service.
On October 9, 2024, you received a courtesy credit of $5.00 for the fee you were charged at the store. In the interest of customer service, I applied an additional $5.00 courtesy credit to your account.
We regret any inconvenience you may have experienced.
Sincerely,
******** ********
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/09/2024
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 had to pay my bill because I needed a phone for work but went to ******* 2 days after paying the bill and now they refuse to give my money back. I am on fixed income and need that money backBusiness Response
Date: 10/29/2024
October 28, 2024
Ms. ****** *****
******************************
*******, MI 48911
Re: BBB Complaint #********
*************
Dear Ms. **************** October 9, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You stated that you paid your bill then ported out two days later. You requested to receive a refund.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and authorized a refund of $30.00. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:10/09/2024
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.
0ctober, 2024.problems with service using Internet using hotspot. customer service awful told I need tech support then spene ***** minutes on hold then get disconnected or get into process with tech agent then disconnected every time. no help and no process to complain!!!Business Response
Date: 10/31/2024
October 28, 2024
Mr. *** ******
MA 01072
Re: BBB Complaint #********
*************
Dear Mr. ***************** October 9, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You stated that you experienced technical issues when trying to use the mobile hotspot capability. You contacted our customer care department about it, but they were unable to resolve these problems and you expressed concern with the customer service you received. You requested assistance.
A review of your calls reveal that you had trouble connecting to the internet while you were not at home, indicating the inability to use data through the cell tower network. The troubleshooting completed seems to show that a mobile data setting on your device might have caused the issue. This was fixed by changing this setting.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****Initial Complaint
Date:10/09/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went into boost mobile to pay my prepaid Xfinity bill and the salesperson take my money and never placed the money on my account. When I went back he lied and stated it was turned on after checking his systemI had to call the customer service number to find out that he placed the money on my account therefore I went back and he lied stating I provided the wrong info.Business Response
Date: 10/31/2024
October 16, 2024
Ms. ******* ******
11286 Wayburn
*****************
Re: BBB Complaint #********
*************
Dear Ms. ***************** October 9, 2024, we received your complaint, dated October ******, filed with the Better Business Bureau.
You said that you went to a Boost Mobile dealer to pay your Xfinity bill; however, you found that your service was not activated. You returned to the dealer and found that they did not add the funds to your account due to an incorrect phone number. You said that they told you nothing can be done other than make another payment.
When we spoke by phone today, I advised you that Boost Mobile retail stores are independently owned and set their own policies/procedures.However, if you can provide me with a copy of your receipt, I can forward it to our retail department and ask that they look into this. You agreed to email the receipt to me.
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:10/09/2024
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.
2 years ago, I moved my number over to my families plan and contnued service for just over a year and then I moved it back to my previous carrier. I was able to remove myself from the family plan without issue which to me, seems to be a greater risk for security as someone could just take control of someones phone number and any incomming messages/calls. since the phone I bought with the boost plan was in good condition, I saved it (for financial reasons and aslo political as the Congolese people are forced into slave labor for the material that can be found in every cell phone battery.) The phone has not been reported stolen because it is mine and I have access to all the data on the phone, because it is mine. So there is no "security" issue preventing you from giving me the unlock code. I have called customer service and sat on the phone for over an hour each time and basically, I get placed on hold a lot and then I'm repeatedly told that they cant do anything and move me over to someone else. I was told last night that I would be receiving and email with the "secutity" check and that it would be within 24 hours and I still haven't received the email. There is absolutly no breech of security that could possibly come from providing me the unlock code. this is just a ploy of the company to control paying citizens from access to their property. Just like they designed lightbulbs to burn out so people had to keep replacing them. Corporate greed. I just want the unlock code!Business Response
Date: 10/29/2024
October 17, 2024
Ms. ******* **********
AZ 85015
Re: BBB Complaint #********
************ - *************
Dear Ms. ********************* October 9, 2024, we received your complaint, dated October 9, 2024, filed with the Better Business Bureau.
You expressed concern you have not been able to obtain the unlock PIN for your phone. You indicated that this device has not been used since you switched carriers more than a year ago.
Our records indicate that you were initially unable to verify the account associated with the device in question. However, our records indicate that on October 9, 2024, you were finally able to; therefore, the phone was unlocked and a port-out PIN was provided to you. ******************** takes the matter of account security very seriously, which is why we require customers to verify the account before making any changes, adding or removing services or unlocking devices.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/08/2024
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.
I have been trying to port my number from Boost mobile to another carrier.,normally this is a simple process. They have made it impossible and are holding my number hostage. Every time I call the system is down . They will not provide me with a number . They never respond back and will not provide the informationBusiness Response
Date: 10/29/2024
October 24, 2024
Mr. ***** ********
************************
***********************
Re: BBB Complaint #********
*************
Dear Mr. ******************* October 9, 2024, we received your complaint, dated October 8, 2024, filed with the Better Business Bureau.
You stated that you have been trying to port your phone number to another carrier, but we will not release it. You requested to be allowed to port your number out.
Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with *** guidelines.
Our records indicate that you ported your phone number to another carrier on October 11, 2024.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 10/29/2024
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,
***** ********
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