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:10/08/2024
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.
The phone service I pay them for I don't get to use half the time and they have do nothing to fix it and I asked for a replacement phone and sim card to fix the service and they told me I would have to pay for it and I shouldn't have to pay them to fix something I pay them forBusiness Response
Date: 10/29/2024
October 15, 2024
Mr. ****** *******
********************
**********, IN 47711
Re: BBB Complaint #********
************ - *************
Dear Mr. ****************** October 8, 2024, we received your complaint, dated October 8, 2024, filed with the Better Business Bureau.
You said that you are paying for service that has intermittent issues, but no one has done anything to fix it. Therefore, you requested your phone and SIM card be replaced.
Our records show that a representative offered a replacement SIM card, but it is necessary that you contact Likewize for a repair/replacement, as they are the insurer. Please visit *************************************************************, 24 hours a day, seven days a week to file a claim. You may also call **************** from 6:00 am to 10:00 pm CT, seven days a week. You should be the primary account holder on the account and report a lost or stolen claim within 60 days of the loss, unless otherwise required by state law. If you receive a replacement for an approved damage or malfunction claim, you will be provided with detailed information on how to return the damaged phone.
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:10/08/2024
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 purchased a phone at full price from boost Mobile. The link I purchased from even advertised it as full price. I checked it against ****** manufactured retail price. I paid the full price of $999 plus tax. Ive contacted Boost Mobile several times and they told me it would be unlocked. It still isnt unlocked. Today I called again and had it escalated and was told that I received a heavy discount. I asked them to show me the discount and they said they had no access to that. They said it was policy that the phone had to be on the network for 12 months. But I own the phone, I paid full price no discount. I believe it is technically illegal for a company to refuse to unlock. I have also filled a complaint with the ***.Business Response
Date: 10/29/2024
October 10, 2024
Mr. ****** ******
************************************
********************
Re: BBB Complaint #********
************** - *************
Dear Mr. ***************** October 8, 2024, we received your complaint, dated October 8, 2024, filed with the Better Business Bureau.
You requested your device be unlocked.
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
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 *** card inserted.
*** 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).
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
****** ********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,
****** ******Initial Complaint
Date:10/08/2024
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 paid this bill they said they wont have have it but I have proof its paid i sent it in the enclosed photosBusiness Response
Date: 10/29/2024
October 21, 2024
***** *****
************************
********, ** 24136
Re: BBB Complaint #********
************ - *************
Dear ***** *****:
On October 8, 2024, we received your complaint, dated October 8, 2024, filed with the Better Business Bureau.
You said you paid your bill, but you were told your payment was not received. You enclosed photos with proof. You requested a billing adjustment.
My attempt to contact you at ************** on October 21, 2024, was unsuccessful, but I left a voicemail.
Our records show that your payment has been received,and your account is currently in good standings.
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:10/07/2024
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 joined Boost Mobile in July of this year and have had NON STOP issues. The service is terrible, for starters. Every single call drops, the service is spotty af. Its awful. I called to see if there was anything that could be done but they said there was nothing wrong on their end- meanwhile they were struggling to hear me the entire time, and the call dropped. In August, I noticed my bill was $225 instead of 175 so I called them about it. They told me there was suddenly a THIRD LINE on my account. I did not want, need, or request a third line. Its just supposed to be TWO lines. I told them I wanted to wait until that line was off my account before I paid my bill. The *** said that was no problem. Then the call dropped again, and they charged my card $225. I called in AGAIN and was offered $100 bill credit instead of a refund to the card they took my money from. I told them I NEEDED that refund because I had other bills to pay. They informed me that they had NO WAY OF ISSUING REFUNDS (which feels very fraudulent) and that it HAD to be the $100 bill credit. They put in a refund request however, which was denied.On October 1, I called in because it had been several weeks and i still did not have my refund, and there was no $100 credit to my account. When I called in, the *** said they say NO RECORDS OR NOTES of a $100 credit. Just a request for a refund which was denied. So the *** told me to just pay my $175 that was due and theyd work on getting me a refund or credit LATER. I told them I wasnt comfortable giving them even MORE money if they were already struggling to give me a refund on what I was owed. Now my line is suspended, so Im going with a new carrier, but they still stole over $50 from my bank account for a mysteriously added phone line that wasnt mine.Business Response
Date: 10/29/2024
October 24, 2024
Ms. **** ******
*****************************************
*******, ** 08106
Re: BBB Complaint #********
*************
Dear Ms. ***************** October 8, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You stated that you have had technical issues with the service, such as dropped calls, since the account was opened. You also indicated that the August 2024 bill was higher than usual. You called and found a third, unauthorized line had been added to your account. You said that you were told a $100.00 account credit could be given, but you requested a refund for the overpayment instead. A ticket was opened, but no refund processed. The service was then suspended due to non-payment. You would like this issue resolved before you will make another payment. You requested a refund.
If you are still experiencing technical issues with the service, please contact our customer care department at **************** for assistance.
Our records show two charges were applied to the account in August 2024 for the third line, totaling $52.09. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. I made an exception and authorized a refund of $52.09, nevertheless. Please allow seven to ten business days for processing. As a courtesy, I also applied a one-time credit of $50.00 to the account.
A review of the billing on your account confirms that you made a payment on October *******, to restore the service.
We apologize for any inconvenience you may have experienced.
If there are further questions or concerns about the billing 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:10/07/2024
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.
Boost Mobile has failed to provide a Return Authorization (**) number for the pre-approved return of my mobile phone. On or around 9/25/2024, I canceled within 7 days of receipt a recent cell phone upgrade, and chose to return the iPhone 16 Pro, citing poor customer service. I was given a return ticket number ******* and told that I would receive an email with further instructions within 15 minutes. As of 10/7/2024, I have not received any such email.Since 10/3/2024, I have spent over 6.5 hours on hold with various customer service agents, receiving inconsistent information. I have been told:* The email was both sent and not sent.* An ** number is either unnecessary or must be obtained from the shipping company - ***** My account number is, in fact, my ** number.Despite these interactions, no one has been able to resend the required email or provide a clear solution. My email address has been valid for years and remains the contact email for Boost Mobile.The only information I have obtained is the return address, which I had to verify multiple times due to receiving conflicting versions from customer service agents. The address I believe is correct is:Returns Center?******************************************************************************************* I have also found the following instructions from Boost Mobiles website regarding returns:* If your device is eligible for return, you will be provided with a Return Authorization Number and a return address.* Write the ** number on the original packing slip and on all sides of the return ****** summary, all I need from Boost Mobile is the ** (return authorization) number to complete the return of my *****************************, because of your (extremely) poor customer service...you lost a great customer.Business Response
Date: 11/05/2024
October 24, 2024
Mr.******* ****
*********************
*********,** 97006
Re: BBB Complaint #********
256843262474 - *************
Dear Mr. *************** October 16, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You said that you have not received a return authorization number in order to return an iPhone 16 for a refund. You expressed concern that you may not be eligible for a return, if you do not receive the necessary information in time.
A review of your account reveals that the device was received and all charges were removed. It has a zero balance and your phone number was ported to another provider on October 1, 2024.
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:10/07/2024
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 contacted Boost mobile to send me a SIM card last month, bought a Boost mobile phone and activated it 9/23/2024. the billing summary charged me 3 times for my 1 line and next pmt due said *****. I signed up for the $25/month for life prepaid plan when I ordered the Sim card prior to 9/23. now it says *****. I call today to see if they fixed the billing issue as promised last month, no its still saying next pmt ***** due 10/23. the unlimited data is NOT unlimited! they only give 30 mg of data, this isnt unlimited. after this and the non functionality of their app and website I checked to make sure my phone, which I bought seperately at ******* is unlocked and its NOT! I told them to unlock the phone, its mine, I purchased it seperately before activation. they refused. I escalated to a supervisor and she also refused to unlock MY phone. she stated no matter where I purchased the phone or whether its prepaid or contract plan their policy is to lock all phones for the 1st full year of service. So I cant leave with MY phone and go to another provider! this is unacceptable!Business Response
Date: 10/29/2024
October 24, 2024
Ms. ***** ******
**********************
**********************
Re: BBB Complaint #********
************** -2024-10-22372
Dear Ms. ***************** October 8, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You said that you were charged three times for one line and received a bill for $89.21. You also disputed the unlimited data, as you only receive 30 GB. In addition, you stated you were experiencing issues with the application and website. Furthermore, you mentioned customer care refused to unlock your device.
According to the attachment you provided,you were only charged for two lines. The $89.21 was from the extra amount of $26.37 being owed and the normal rate of $62.84 for the two lines. Because you are not enrolled in autopay, the plans are $30.00 per month. When we spoke, I informed you the second line on the account has been removed, so you will be charged for only the one line moving forward.
The terms and conditions state that customers on an unlimited plan who exceed 30 GB may experience slower speeds.
You indicated your login issues were due to the other unaffiliated number. Since this number was removed, you should not experience further issues. Please reach out to me if you continue to experience login issues.
Because your device was reported as lost/stolen, your device was not unlocked at this time. Once you retrieve the device, please contact me directly at ************** or ********************* to remove it from the lost/stolen list and for it to be unlocked.
We apologize for any inconvenience.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/07/2024
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 30, 2024 between 12:00 and 12:15 pm, Boost mobile took $165.80 from my debit card for my cellphones bill. Approximately at the same time they shut my phones off for non payment. I called Boost mobile later that day because my phones didn't come back on. It is now October 7 2024. I've repeatedly been told that I have not paid my bill. I have been told one system says it's paid and another says it is not. I've also repeatedly been told that a service ticket has been pulled. One day and so- called supervisor left her mic on while I was on hold, I heard her laughing and carrying on about the crazy lady that says she paid and that most Americans are stupid. I have repeatedly asked them to let me show them proof of my payment, my Boost mobile app even shows it's paid and so does my bank statement. They have refused. Now I'm sitting in the ********* area with less than 48 hrs. for a cat. 5 hurricane coming straight for us. I'm taking care of my husband here under ************* my daughter is in ********************* with a very severe mental illness. I have no phones except for wifi and when the electricity goes out I will have none. Please why are they treating customers like this...Business Response
Date: 10/29/2024
October 16, 2024
****** ****
************
************************************;
Re: BBB Complaint #********
************ - *************
Dear ****** ****:
On October 8, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You said that you paid $165.80 on September 30, 2024, but your service was suspended. As of October 7, 2024, the service is still not working.
A review of your account shows that the issue was resolved and the service is now working. On October 12, 2024, a time-without-service credit was applied to your account.
******************** constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention.
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:10/07/2024
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 ordered the new iPhone 16 pro max on September 14th, 2024 when the pre orders for the device started. I was shown that pre orders would be shipped on the release date for the device on September 20th, 2024. At checkout the shipping date changed to October 4th, 2024. I received an email on October 1st, 2024 that my shipping was again changed to October 18th, 2024. I called customer service and asked why it has been delayed again and they said due to availability they had no choice. I told them a friend of mine just ordered the same phone model and color on September 27th, 2024 and his phone has been shipped. They said there is nothing they can do there warehouse handles shipping. The customer service agent said I can cancel and go in the store and get one but I would loose the free year of service for paying in full for the phone. I asked if they could change the order to store pickup and the said no. I called ***** and asked if there was anything that they could do and they said no. The ***** customer service agent said that I should have received my device before other people who didn't pre order. Anyone who ordered after September 20th,2024 when pre orders ended should not have received a device before me. The customer service agent did nothing to try to resolve just continued to ask me to cancel. I spoke to them on the phone. I also chatted online with another customer service agent and they didn't give me any information that could help and I said I was filling a complaint. The ***** customer service agent said that I should contact bbb to file a complaint. Because pre orders should have been shipped as priority.Business Response
Date: 10/29/2024
October 10, 2024
Mr. **** ********
********************************** B
*******, ** 15238
Re: BBB Complaint #********
************** -2024-10-22279
Dear Mr. ******************* October 7, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You stated that you preordered the iPhone 16 on September 24, 2024, and it was supposed to ship on October 4, 2024;however, the date was updated to October 18, 2024. You mentioned your dissatisfaction with the shipment date change. You requested your order be delivered.
Our records indicate that order #*************** was delayed due to stock and the new shipment date is correct. Please note that the iPhone 16 was preordered, and shipment was based on demand and available stock. If you would like to cancel the order, please contact customer care for further assistance. In the interest of customer service, a credit of $20.00 has been applied 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:10/07/2024
Type:Sales and Advertising 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.
The service is terrible my phone was out all day couldnt text nor call, so I tried contacting support to ask and receive a refund on the phone as their 30 day money back guarantee states, I am financing though them and wish to just get my money back and away from this service. When I called I had to talk to 4 separate 2 of which gave me separate answers, and finally the last *** said I would receive an email about the refund, and return of the phone and I have yet to receive that.Business Response
Date: 10/29/2024
October 11, 2024
Mr. ******* **********
******************************************
***************, ** 89084
Re: BBB Complaint #********
************** -2024-10-22280
Dear Mr. ********************* October 7, 2024, we received your complaint, dated October 7, 2024, filed with the Better Business Bureau.
You indicated you are not satisfied with the service and requested to return the device for a refund under the 30-day-money-back guarantee; however, customer care was unable to process your request.
Boost Mobile devices purchased through ********************************* may be returned within 30 days of purchase, subject to the policies, terms and procedures listed in our return policy. Approved returns will receive a refund of the purchase price (excluding charges incurred for wireless service). Terms of our return policy are subject to change and apply only to Boost Mobile wireless products purchased from *********************************.
Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required. For more information, please visit ******************************************************************.
A review of your account reflects that on October 10, 2024, you were sent an email with the return authorization number. Once the account is canceled and the device returned, a refund will be issued in accordance with our policies.
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:10/06/2024
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 closed my account with ********************** and went with another provider. I had a positive balance in my favor of $260.19. The call *** who gave me the "phone number transfer pin number" instructed me to transfer my phone then call back to refund my remaining balance. Now without a phone number associated with my account ******************** states they can not verify my account in order to help me any further. This balance has come from numerous payments over multiple years of me over paying my **** ***** amounts at a time it wasn't an accidental 1 time payment. I've spent hours on the phone being transferred everywhere and I can not get help to get what I believe I'm owed. I hope you are able to help me.Business Response
Date: 10/29/2024
October 24, 2024
Mr. ****** *******
****************
***************
Re: BBB Complaint #********
*************
Dear Mr. ****************** October 7, 2024, we received your complaint, dated October 6, 2024, filed with the Better Business Bureau.
You stated that you closed your account with a positive balance due to making extra payments over time. You said the credit balance on the account was at $260.19 when it was closed, and you requested this be refunded.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however, an exception was made and a check refund for $260.19 issued on October 10, 2024. Please allow up to three weeks for processing and delivery.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****
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