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.
- 1,524 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:10/01/2024
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.
Hello I brought a new phone with boost mobile. It is the new iphone 16 plus which has a feature called dual sim. With this feature you can normally have two phone carriers service one phone. I was advice until i pay off the phone with boost it will remain locked, therefore I am not able to use activate my main number that ive had for along time. There werent able to provide any solutions and unhelpful. They are blocking me from using an apple feature not a feature provided by the carrier.Business Response
Date: 10/21/2024
October 9, 2024
Ms. ******** ******
*******************************br>********************
Re: BBB Complaint #********
************** -2024-10-21923
Dear Ms. ***************** October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You stated that you purchased an iPhone 16 Plus, and we are refusing to unlock it to allow you to use the dual SIM feature. You are requesting that your device be unlocked.
Boost Mobile terms and conditions state,If you purchase a Postpaid Device from us, well unlock it after you complete any financing plan. For more information please visit, *******************************************************************;
Your account reflects that you have an active device agreement on the iPhone 16 Plus, which means that until the balance is paid off, we cannot unlock it. If you want to use the dual SIM functionality,you will need to add another line 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
****** ********Customer Answer
Date: 10/21/2024
Complaint: 22367673
I am rejecting this response because:
you guys shouldnt be able to control a feature provided by apple.Sincerely,
******** ******Initial Complaint
Date:10/01/2024
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 got phone service and a device on a payment plan. I have gone in person and called several times and got no help.Business Response
Date: 10/21/2024
October 15, 2024
Ms. ******** ******
********************
*************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You said that you have service and device on a payment plan. Even though you have visited a store and called customer service, you have not received any assistance; therefore, you requested a refund.
I attempted to contact you at the phone number you provided in your complaint,but I did not receive a response.
Although you requested a refund, you did not elaborate as to what you want refunded or the amount. Our records show that you have a ******** Moto 5G currently being financed, which has an outstanding balance of $179.99.
After reviewing your account records, it appears as though we need to send you a SIM card to activate service. Please contact me at **************, so that we can coordinate sending the card to resolve this issue as quickly as possible.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Customer Answer
Date: 11/01/2024
I contacted the company and the corporate office, and the call was never returned. No one emailed me back either. But, I was overcharged on my credit card. I have paid for 3 months of service and 2 months for a device lease that does not work. Each time I call customer service, I am transferred to a verification team that never answers. I fell asleep 4 times waiting for someone to answer the line and my husband disconnected the call. I never get any responses or resolution. I went to a brick and mortar location and was unable to get assistance. I want to return their device to a location and receive a complete refund immediately please. Thank you.
Business Response
Date: 11/15/2024
November 14, 2024
Ms. ******** ******
********************
*************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ***************** November 13, 2024, we received your rebuttal, dated November 13, 2024, filed with the Better Business Bureau.
You rejected our response because you have not received any assistance and you want to return the phone for a refund.
When we talked today, you said you tried two separate SIM cards; neither one worked nor was the phone activated, but you continue to be billed. You also said that you still have the original packaging.
As an exception, you may return the phone for a full refund. This includes any and all payments made. I verified your email address and sent you a shipping label.Once the phone is received and verified, the refund process will begin.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/01/2024
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 transferred my phone number ************ and I put the request in with boost a couple times for a port out pin and they sent it or said they unlock the line and then I called ******* back and they said it was good to go, but I'm still getting like a bill from boost and they're saying in order for them to cancel it from my bill something still needs to happen on the ******* in for the port, I have no idea what's going on. ************ is currently active on ******* yet being billed by Boost and *******. Boost owes me $68 for a pre-paid plan they charged me for this number when it was already ported out a week ago and the original upgrade was canceled before any phone ever shipped so the plan should not have been more than $27 including taxes. Please complete the port for ********** from Boost to *******. PlEASE REFUND MY BILL $68 FOR A PHONE PLAN WE NEVER USED FOR ********** SINCE IT WAS ALREADY PORTED OUT TO *******. I know ********** is not active on boost because it was impacted by the ******* outage yesterday and I had to rely on my other cell phone that is one boost during that time, however I was billed by Boost for ********** and by ******* and could not use that number on either carrier at the time. Boost needs to finish the jobBusiness Response
Date: 10/11/2024
October 2, 2024
Mr. Jayson Lansford
803 Levering Ave., Apt. 6
Los Angeles, CA 90024
Re: BBB Complaint #22366867
857164542707 - 2024-10-21918
Dear Mr. Lansford:
On October 2, 2024, we received your complaint, dated October
1, 2024, filed with the Better Business Bureau.
You said that you transferred your number ending in
8631 to another carrier around September 24, 2024; however, you were unable to cancel
the respective line. You also expressed dissatisfaction with the customer
service you received. You requested a $68.00 refund.
Please note that phone number portability is regulated
by the Federal Communications Commission (FCC) 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 customer’s 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 FCC
guidelines.
Our records indicate that the number ending in 8631 was
ported out on October 1, 2024. In the interest of customer service, a $68.00
credit was applied to your account.
We strive to provide excellent customer service and we
regret that your experience was unfavorable.
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:10/01/2024
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.
It happened oct 1st boostmobile pulled off the payment on my chime card for 68 dollars then today I used my otc card to pay my boost payment so they got 138 dollars off of me and I want 68 dollars refunded back to me they were not authorized to pull the money off in the first placeBusiness Response
Date: 10/21/2024
October 8, 2024
Ms. ***** ****
Salvation Army Homeless Shelter
*****************
Re: BBB Complaint #********
************** -2024-10-21925
Dear Ms. *************** October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You stated that on October 1, 2024, you were charged $68.00 without your authorization. You mentioned that you then made a one-time payment of $68.00 using a different credit card account. You are requesting a refund.
Our records indicate that your account is currently enrolled in automatic payments. On September 28, 2024, the automatic payment of $68.00 was declined using the credit card ending in 2552.
For more information on how to remove automatic payments, please visit: ********************************************************************************************************************.
We decline your request for a refund, as the payment was not processed.
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:10/01/2024
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.
10-01-2024 charged for no reason *****Business Response
Date: 10/17/2024
October 9, 2024
Mr. *********** *******
**************
Blackfoot, ID *****
Re: BBB Complaint #********
************ -2024-10-21922
Dear Mr. ****************** October 2, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You stated that on October 1, 2024, you were charged $50.00. You requested a refund.
Our records indicate that your last payment was on September 11, 2024, and we do not reflect any payment attempts on October 1, 2024.
As the account does not reflect a payment on October 1, 2024, we decline your request for a refund.
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:10/01/2024
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 my phone bill for $65 09/20/2024 and my phone service has still not been restored. I have spoken to multiple supervisor of boost mobile and even went in store every one says theres nothing they can do to help me.. I asked for my money to be refund to me they told me no.. i work off my phone and lost a lot of money also my kids school or daycare cannot contact me. This is very exhausting and unprofessional, I cant access my bank account without going inside the bank because that cant send a confirmation code to my phone due to it being off. Its been almost two weeks and still no word from boost mobile when they originally told me it would take up to an hour or 3. The biggest slap to the face is them telling me that theres nothing there going to do to rectify the situation and theyre expecting me to pay another bills 10/11 when I havent been able to use my phone at all. Also this is impacting my credit. I am extremely stressed because of this situationBusiness Response
Date: 10/29/2024
October 22, 2024
Ms. ****** *******
*****************************************************
*********, ** 53209
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** October 8, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You said your service was not restored after you made a payment. You requested a refund, but it was refused. You would like a billing adjustment and you expressed frustration with this affecting your credit. You also mentioned the customer service you received.
Our records show your service is currently active.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. You also received a credit of $15.00 on October 12, 2024, nonetheless. Therefore, your request for additional credits is declined.
No balance was reported to a credit bureau.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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:10/01/2024
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 9/7/2024 I signed up for Boost Mobile"s $25/month unlimited plan at ************ location in ******* (A t Z Cellular f C DBA Boost Mobile). I brought in my own phone (an older B1391 Tracfone model phone) & was told by manager after placing a Boost SIM card in the phone that it was 'compatible ' with their network. Because the phone is older I was told the data may be slow. I did inform the Mgr that I used my phone with delivery apps so data was essential. I paid the $71.32 for activation & 1st month service & didn't realize until the next day once my phone was completely charged & I was ready to work that not only didn't the call feature not work but data service connections only stayed on for a minute maximum before I had to repeatedly go into settings to reconnect. And that never corrected itself or changed, so I went back to the shop & indicated that I wanted a refund as I could not use the services for which I had paid. The only feature of the advertised Boost service that seemed to work fine was the texting feature but I can get free texting from TextNow so there would be no reason to pay $71 :for that. The store Mgr told me that Boost has a strict no refund policy so I left & called into customer service that same day & was told the same & that I would have to dispute the charges with my bank. I have done so & that dispute is still in process but I wanted to file a complaint here because Boost Mobile is basically engaging in fraud. If I sign up & pay for unlimited services after your paid representative tells me that my phone is compatible with your network tthen i expect to get all advertised services--phone calls, text &;data. Not 1 out of 3. That is not an acceptable level of service & in my opinion nullifies any contract. In effect, Boost did not meet the conditions that "unlimited" service implies. Who in their right mind would pay for data that only stays on for a minute & constantly disconnects? That is useless.Business Response
Date: 10/21/2024
October 15, 2024
Ms. ******* *********
*******, ** 27610
Re: BBB Complaint #********
*************
Dear Ms. ******************** October 1, 2024, we received your complaint, dated October 1, 2024, filed with the Better Business Bureau.
You said that you signed up for $25.00 a month unlimited plan at a store, bringing your own phone. The manager assured you it was compatible, but once activated you discovered the call feature did not work and data connections dropped after a minute. You returned to request a refund, but the manager stated we have a no-refund policy. You received the same response from customer service, and you were advised to dispute the charges with your bank. You find the data service unusable.
My attempts to contact you by phone at ************** on October 15, 2024, were unsuccessful, but I left a voicemail.
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. However, this has been escalated to our Retail Escalations team, and you may be contacted in the future.
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:10/01/2024
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.
Bought a cell phone and dont like it and want to return it, they told me to wait for an email with instructions on returning the phone and no email ever cameBusiness Response
Date: 10/17/2024
October 12, 2024
Mr. Jonathan Minnis
28603 Avenida Marquesa
Cathedral City, CA 92234
Re: BBB Complaint #22362956
389046540192 -
2024-10-21812
Dear Mr. Minnis:
On October 1, 2024, we received your
complaint, dated October 1, 2024, filed with the Better Business Bureau.
You said you bought a phone but you did
not like it. You are trying to return the device, but you had not received an
email with the return instructions. You requested to return the device.
My attempts to contact you at (442) 966-8824 on October 11
and 12, 2024, were unsuccessful, but I left a message each time. I also sent an
email to [email protected] with a request that you contact me.
I sent an email to the address above with the return label attached. Please write RA-389046540192 on all sides of
the return box.
We apologize for any inconvenience.
If there are further questions or concerns
about this issue, please feel free to contact me at (720) 514-7762.
Sincerely,
Alicia Clark
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
SteffaniCustomer Answer
Date: 10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22362956, and find that this resolution is satisfactory to me.
Sincerely,
Jonathan MinnisInitial Complaint
Date:09/30/2024
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 9/12/24 my cell phone stopped sending and receiving phone calls and text messages.After failed attempts to logon on 9/13/24 I called Boost Mobile on 9/14/24 and was told that my account was locked due to failed attempts to login and I would need to verify my ID. I was then told that they could do nothing until my account reset. I tried again on or about 9/17/24 and was told I would need a new SIM card and that one would be sent. I received 2 **** on or about 9/24/24, neither one worked. I called again on 9/27/24 after going to the Boost Mobile store, where they could do nothing to help, and was told that the last 4 digits of my SSN did not match my account.I called again today, 9/30/24 and was told the only way to verify my ID was for them to send a text message to my phone, which does cannot send or receive phone calls let alone text messages.Business Response
Date: 10/21/2024
October 11, 2024
Mr. ***** *******
*****************************
****************************;
Re: BBB Complaint #********
************ -2024-10-21816
Dear Mr. ****************** October 1, 2024, we received your complaint, dated September 30, 2024, filed with the Better Business Bureau.
You said your service stopped working after failed login attempts and you were told your account was locked. You were also informed you would need a new SIM card, but you said the new cards did not work. You requested your phone service be restored.
We are committed to protecting the privacy of our ************ accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note: this has no effect on your service.
Boost Mobile 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 have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. When we spoke, you informed me your service is working. 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:09/30/2024
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 gradson broke his phone. On Friday, I went to the store at ******************************************************. ****** said he could not purchase another phone for 30 days. I asked what I needed to do to get him a phone. I was made to open an account in my name to purchase the phone, which I did. Then I talked to my son, and he told me I had gone to the wrong location. I went into the store on *************, and replaced the phone for $100 on my son's account. Then I returned to the store on Saturday on ********. I spoke to a young lady who knew nothing. I was there for four hours trying to return the phone, and close the account. They have possession of the phone, but they would not refund my $162.00.Business Response
Date: 10/11/2024
October 2, 2024
Mr. Roger Kilgore
300 Cedarwood Dr.
Lexington, OH 44904
Re: BBB
Complaint #22360076
61273402050303 -
2024-10-21780
Dear Mr. Kilgore:
On September 30, 2024, we received your complaint, dated September
30, 2024, filed with the Better Business Bureau.
You said that you purchased a device and activated an account for
your grandson, but then decided to cancel it the next day. You attempted to return
the device for a refund, but the dealer you went to took it and will not refund
your $162.00.
When we spoke by phone today, I advised you that Boost Mobile
stores are independently owned and operated; as such, they maintain their own
phone inventory and set their own return and exchange policies. I agreed to
contact our retail department to assist you with receiving a response to your
concerns. You agreed to email me your receipt. I will follow up once I have an
update.
If there are further questions or concerns about this issue,
please feel free to contact me at (720) 514-7754.
Sincerely,
Scott Diaz
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
David Laslo
Boost Mobile is NOT a BBB Accredited Business.
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