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
- 4,971 total complaints in the last 3 years.
- 1,515 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:10/02/2024
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 8/29/24 I ordered services from boost mobile a sim kit to activate a phone I wanted to use. but the first SIM card was not received. I stay at a homeless shelter a staff member had it. So I requested a second one. But unfortunately I was not able to activate the phone I got it didnt work. So I didnt even bother to activate it so I still get charged because they want autopay I call for a refund on 9/29/24 because I am not using the service. So I call **************** said call your bank for a dispute because we still get paid. We cant refund the money back I dont understand why not.Business Response
Date: 10/15/2024
October 4, 2024
Mr. ******* ********
****************************
Van Nuys, CA 91405
Re: BBB Complaint #********
************** -2024-10-22018
Dear Mr. ******************* October 3, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that on August 29, 2024, you ordered Boost Mobile service and the *** card was delivered to the shelter where you currently reside; however, the staff took it. You indicated that although you requested a second *** card, it did not work and you did not activate the device. You said when you requested a refund it was denied. You are requesting a refund.
Customers who cancel within 30 days of the account creation will have the service fees refunded; however, 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 ******************************************************************.
Your account reflects that the service line was activated on August 29, 2024. As you are past the 30-day-money-back guarantee, we are unable to provide a full refund.
In the interest of customer service, a refund of $26.66 was initiated back to the credit card ending in 1843.
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:10/02/2024
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 joined Boost Mobile by calling their customer care phone number ****************.. I started having some issues with signal and decided to port out. I called the number above to get a port out pin from them, they refused to give me a port out pin, saying their system would not generate one, and connected me to all kinds of departments with no luck after 2 hrs on the phone with them. I did a ****** search and found out this is a problem with them and they will hold your number hostage so to speak not allowing a customer to leave if they choose. Something needs to be done about this. I do not want to be charged by them any more as I am with new carrier now, but they won't close or cancel account. something needs to be done.... the number they are holding of mine is ************... for ******* ******....Business Response
Date: 10/29/2024
October 7, 2024
Mr. ******* ******
************************************
**********, SC *****
Re: BBB Complaint #********
74946185755437 - *************
Dear Mr. ***************** October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You expressed concern regarding being unable to port your phone number to another provider.
A review of your account reveals that you communicated with a member of my team,***** ********. He offered to assist you, but you advised him that you no longer wish to port your phone number out, as you activated with a new phone number.
We regret any inconvenience you may have experienced.
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:10/02/2024
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.
my service was paid3 days ago and I cannot get either sim card to work or my ******* a14 to log on oer set upBusiness Response
Date: 10/23/2024
October 22, 2024
Ms. ********* ******
***************
***************
Re:BBB Complaint #********
*************
Dear Ms. ***************** October 3, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that your service was paid for on September 30, 2024, but you cannot get either SIM card to work. You also mentioned the use of a ******* Galaxy A14. You requested a replacement.
My attempt to contact you at ************** on October 22, 2024, was unsuccessful, as your line had been suspended. Please note, the device was reported as lost/stolen.
There is no ******* Galaxy A14 listed on the account.
If you have further questions or concerns or to remove the suspension from your line, please feel free to contact our customer care department at **************** or me directly at **************.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
****************
***** *****Initial Complaint
Date:10/02/2024
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 added international long distance in my account in July around 18 and I was able to make calls fine but by August 12 my calls would not go through only the text messages ! First Boost Mobile told me they had towers down but did not offer me any partial credits on my account ! Ive talked to multiple service **** my phone has been re-set and reactivated but Im still having error code ***** no one has offered to give me a partial credit and instead of fixing my problem I was passed around to multiple times I also went in person to the store . Also Im not Spanish but I keep getting Spanish customer service **** but I prefer to talk to an American without all these strong accents !Business Response
Date: 10/21/2024
October 9, 2024
Ms. Justicia *****
PO Box 2154
*****************************;
Re: BBB Complaint #********
************ -2024-10-21982
Dear Ms. **************** October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that you added international long distance to your account in July 2024; however, around August 12, 2024,you started experiencing issues with placing outbound calls. You indicated that you could only send and receive text messages. You said that despite contacting customer care several times, you have been unable to get this corrected. You requested a billing adjustment.
Our records indicate that this has been escalated to our backend team to get corrected. At this time, there is no estimated date on when it will be corrected. In the interest of customer service, a credit of $41.12 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
****** SteffaniInitial Complaint
Date:10/02/2024
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 tried to call to get new phone ! And was asked for my credit card number and social security number and got rejected after giving important informationBusiness Response
Date: 10/11/2024
October 3, 2024
Mr. Brett Rhoden
1981 Old US 66
Edgewood, NM 87015
Re: BBB Complaint #22370957
610789217225 -
2024-10-21981
Dear Mr. Rhoden:
On October 2, 2024, we received your
complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that you called customer care
to upgrade your device. After giving them your personal information, you were
rejected. You requested assistance.
Our records indicate that when customer
care attempted to process your order for device financing on October 1, 2024,
the application was declined. You were advised you could try again at a later
time. Please note that the soft credit check performed does not affect your
credit score, and we will never sell your information. You can either try the
upgrade again through customer care, go through your online account or visit a
local retail location. For more information on how to upgrade online, please
visit https://help.boostmobile.com/docs/phone-upgrades.
We regret any inconvenience you may have
experienced.
Sincerely,
Brittany Severson
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C
cc: Denver
/ Boulder Better Business Bureau
3801
E. Florida Ave., #350
Denver,
CO 80210
Nicole
SteffaniInitial Complaint
Date:10/02/2024
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 device was stolen so i phoned boost mobile to report thr theft. Boost mobile did not deactivate the device. I went to thr Boost mobile store on ********** in ******, Ks. to get a new device. the salesperson changed my plan without my permission or consent. i have not had data for two months but my plan was $25 per month for life with unlimited talk, text and data. IN ONE MONTH I HAVE PAID OVER $160 AND STILL HAVE NO DATA AND BOOST WILL NOT SWITCH MY PLAN BACK TO WHAT I HAD. THIS CAN NOT BE LEGAL.Business Response
Date: 10/14/2024
October 3, 2024
Ms. ****** **********
***********************************
******, KS 66612
Re: BBB Complaint #********
************ - *************
Dear Ms. ********************* October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that your device was stolen and when you called customer care about it, they did not deactivate the line. You also went into a store to purchase a device and your plan was changed without your permission. In addition, you have not had data for months despite paying $160.00 per month. Furthermore,you are supposed to have unlimited talk, text and data for $25.00 per ********* requested a refund.
A review of your account reflects that when you contacted customer care on August 7, 2024, the information you provided did not match that of the account; therefore, the device could not be reported as lost/stolen. When you called back on August 10, 2024, the agent attempted to resubmit the lost/stolen ticket that would have suspended the service; however, you disconnected the call prior to them being able to complete this process.
On August 13, 2024, you purchased a device at a store and your plan was updated from the $25.00 one to the $40.00 one. Please note that we are unable to validate this was not requested.
When you contacted customer care on September 23, 2024, you were advised your data was capped, as you had already consumed the 15 GB that were included in the $40.00 monthly plan. It is worth noting the billing on your account for September 2024 reflects you made two payments equaling $15.00.On October 3, 2024, your plan was updated back to the $25.00 monthly one.
Please note our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network.When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
We decline your request for a refund, as your account reflects that the data has been consumed.
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:10/02/2024
Type:Customer Service 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.
Boost Mobile will not give me credit for the days I had no service during Hurricane ********.Their customer service is the worst I have ever dealt with.Business Response
Date: 10/29/2024
October 2, 2024
Mr. ******* *****
***************
**********************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** October 8, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that you are being denied credits for the days you did not have service during Hurricane ********. You also expressed dissatisfaction with the customer service you received. You requested a billing adjustment.
A review of your account reflects that on October ******, you received a credit of $30.00 for the time you did not have service. We decline your request for an additional adjustment.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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:10/02/2024
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.
Purchased a Boost Mobile phone on 9/14/24 with the intention of using the phone as a hotspot. I paid in cash $173.49. The hotspot was not providing adequate coverage for me to connect my laptop. I attempted to return the phone in person 10/2/24 which is within the 30 day return policy and was told I cannot return the phone because the phone is not defective. I have contacted the 800 number that was given to me and told they cannot accept a return because I did not purchase the phone online. The representative will not resolve my issue and is in breach of contract.Business Response
Date: 10/29/2024
October 24, 2024
Ms. ******** *****
****************************************
******, ** 77385
Re: BBB Complaint #********
*************
Dear Ms. **************** October 8, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You stated that you purchased a phone to use as a mobile hotspot to connect to your laptop computer. However, you were not able to connect the laptop, so you attempted to return this device, but it was declined. You contacted customer care, who told you that we could not assist with a return of the device, as it was not purchased through our website. You stated that Boost Mobile is in breach of contract, and you requested a refund.
The device in question was purchased at a Boost Mobile retail store. All Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance.
Please note that Boost Mobile prepaid service is not contractually obligated.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:10/02/2024
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.
Late august I phoned boost mobile to inquire about service , I was told that I could take advantage of the current promo first month $12.50 and $25 a month afterwards. I informed agent that I would phone back later because I did not have phone in my possession and was awaiting it in the mail, his response was no need to wait and call back because billing would not occur until I activated the phone even though I did not have it in my possession yet. I told him again that I would like to wait for phone to arrive and he assured me billing would not start until a new phone was activated.Sept 3rd I was billed $12.61 on my debit card and I did not notice the chargers October 1st I was billed $25.25 on my debit card , I called in to find out why I was being billed for a service I had not even activated yet and was informed billing occurs automatically two days after SIM card is received in the mail. I was also informed I was ineligible for a refund because it was in the disclosure when signing up. Im being billed for two months of service on a phone line I never even activated and their solution to the problem is that I activate an old phone so that I could at least use the service that was paid for since it is a prepay plan. I never received and disclosure because I handled this by calling in and the phone agent assured me service would not start until I activated a new phone line. And yes I did reach out to boost mobile only to waste 2 hours of my time being bounced around from agent to agent and explaining the situation over and over again to at least 10 different agents.Business Response
Date: 10/21/2024
October 16, 2024
Mr. *** *****
********************************
*****************
Re: BBB Complaint #********
************** - *************
Dear Mr. **************** October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You said you contacted Boost Mobile in late August 2024 to inquire about a promotion. The agent you spoke with assured you that billing would not start until you activated your new phone, which you had not received yet. Despite this, you were billed $12.61 on September 3, 2024, and $25.25 on October 1, 2024, for a service you had not activated yet. When you called in,you learned that billing starts two days after the *** card is received, and you were told you were ineligible for a refund because it was mentioned in the disclosure you never received. You spent two hours explaining your situation to at least ten different agents, but the only solution offered was to activate an old phone to use the service you paid for.
My attempt to contact you by phone at ************** on October 16, 2024, was unsuccessful, but I left a voicemail.
I applied a credit of $37.86 to your account.
We apologize for any inconvenience this may have caused you.
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: 10/21/2024
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:10/01/2024
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.
09/30/2024 I used to my old address to ship a $765 phone. I realized it was the wrong address when i got the confirmation address. Contacted boost right away and they stated they could not change the address nor cancel the order even though i placed the order less than 20 minutes prior to reaching out. I reached out to *** to change the delivery and boost placed a restriction so I could not. I tried to see if *** could hold my package another restriction. Boost mobile is forcing me to have my phone delivered to the wrong address someone could sign for my package and keep it. I do not know the current residence so if that happens I will have to get an investigation launched and who knows how long thatll take. I dont even have the option to send it back to them. IF YOU CANT CHANGE MY ADDRESS DONT PUT RESTICTIONS ON *** I HAVE BEEN A CUSTOMER FOR OVER 10 YEARSBusiness Response
Date: 10/21/2024
October 8, 2024
Mr. ******** *.
***************
****************************;
Re: BBB Complaint #********
************ -2024-10-21919
Dear Mr. ************* October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You stated that on September 30, 2024, you purchased a device for $765.00, but realized afterwards you had it shipped to the wrong address. You contacted customer care and **** but neither were able to update the address. You requested assistance with your account.
Our records indicate that on October ******, you spoke with ****************** Manager **** ******. You advised him that you were able to work with the current homeowners and obtain your package.
We regret any inconvenience you may have experienced.
Sincerely,
******** ********
****************** Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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