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
- 4,968 total complaints in the last 3 years.
- 1,522 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:09/03/2024
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.
Slow service or sometimes no services at random times. For the last 6 months when people call me they get a message that I'm not available.I went to the store to see whats going on and the guy never even looked at my phone. He just said "Oh sorry this has happened its because the old sim cards from 2023 won't work in 2024. I can set you up with a new phone????I was 6 months that nobody can call me and I'm still paying monthly full price. I need to at least get this month comped so I have time to look for a different provider.Business Response
Date: 09/18/2024
September 12, 2024
Mr. ******* *****
**********************
*******, ** 77084
Re: BBB Complaint #********
*************
Dear Mr. **************** September 4, 2024, we received your complaint, dated September 3, 2024, filed with the Better Business Bureau.
You stated your service has been slow and you were told your SIM card would not work in 2024. You requested a billing adjustment.
The phone number you provided is not valid,so I was unable to reach you at it. I sent an email to ************************* on September 11 and 12 2024, but I received no response.
I was unable to locate an account with the information you provided. Please contact me directly at ************** or ********************* with your account number and phone number, so I can look into this further.
At this time, your request for a billing adjustment is declined.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:09/03/2024
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.
On the 8th of August 2024, I tried to purchase a phone to add a line to my already account. They never sent the phone and the collected my $60.12 fo a phone that they didn't provide. SINCE THE 11TH OF AUGUST ***************************************************************** a story until this day. They have not refunded my moneyBusiness Response
Date: 09/13/2024
September 4, 2024
*******************************
*********************** D
****************************;
Re: BBB Complaint #********
************ -2024-09-19722
Dear ********************:
On September 4, 2024, we received your complaint, dated September 3, 2024, filed with the Better Business Bureau.
You stated that you placed an order on August 8, 2024, and paid $60.12; however, you have yet to receive it. You requested a refund.
Our records indicate that order 4047-090159-7267 placed on August 8, 2024, has been canceled. Please note that the $60.20 had a full authorization reversal, meaning the payment was not collected.
For further information as to why the order was canceled, please contact our order integrity team at **************** or **********************.
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:09/03/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the 26th od August I applied for a promotion from boost mobile and was approved for a phone and plan. The total monthly bill came ro $62 monthly but they needed a $56 deposit. So I paid the deposit and waited and waited. On the 4th business day I still had not seen a tracking device or anything. I contact them and I was advised that my order had been canceled after being approved on line and paying the deposit. Here it has been 3 business days and I still have received my refund. They say it could take 30 business days. What are they doing getting interest off my little down-payment?? Am at a loss. Was totally mislead into the deposit.???Business Response
Date: 09/13/2024
September 4, 2024
Mr. *********************************
********************************************************************
Re: BBB Complaint #********
************ -2024-09-19717
Dear **********************:
On September 4, 2024, we received your complaint, dated September 3, 2024, filed with the Better Business Bureau.
You stated that on August 26, 2024, you placed an order and paid a deposit of $56.00. After four days of waiting for the tracking email, you contacted customer care and you were informed the order was canceled. You requested a refund.
A review of your account reflects that order 8660-048547-2965 placed on August 26, 2024, has been canceled. Please note that the $28.00 had a full authorization reversal, meaning the payment was not collected. It is also worthy to note that you paid $28.00 for taxes on the ordernot $56.00, as you indicated.
For further information as to why the order was canceled, please contact our order integrity team at **************** or **********************.
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:09/03/2024
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 August 21 I lost mobile service with boost, yes I am in great standing with payments and have been for 8 years with no problems with service any where in the **.. For two weeks now still no service unless on WiFi or manually set to roaming and choose tmoble, which is the towers boost use.. Boost customer service is no help. They just keep saying, boost engineer have a ticket open, I'm up to 5 tickets at this point. Also saying, boost is upgrading the network, give them 1 to 3 days, then it went to 7 days, now 48 hours. So here on September 2 still no service, again never had a issue in 8 years. I need some help..Business Response
Date: 09/16/2024
September 4, 2024
Ms. *******************
************************
***********, ** 27369
Re: BBB Complaint #********
************ - *************
Dear ************:
On September 4, 2024, we received your complaint,dated September 3, 2024, filed with the Better Business Bureau.
You mentioned that starting on August 21, 2024, you lost service. Despite calling in several times to customer care, it has not been fixed. You requested assistance with your account.
Our records indicate that this issue has been escalated to our network team. Please allow time for our engineers to investigate the problem.
A review of your account reflects that on August *******, you were provided a credit of $20.00. In the interest of customer service,an additional credit of $30.00 has been applied to your account.
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,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 09/16/2024
Complaint: 22232278
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
Date:09/03/2024
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 opened a Boost infinite account with two phone lines. They ended with 3661 & 1164. They have now merged with Boost Mobile. I called them the end of July to see if a phone I had could be turned on so I could activate a phone. They asked me for a IMEI number & after trying to turn it on to do a digital *** card, it would not work. So then they charged me ***** for activation and sent me a physical *** card. The ***** came out of my bank account. Without my permission, they changed my autopay card to the one I used that day to pay for the *** card/activation. I asked the person on the phone if they were going to charge my account for the third line. He told me no because the phone could not be turned on. I asked if they needed me to mail back the *** card, I was told no. My July 28- Aug 4th bill showed a third line. Phone number ending in 9383 that says DEVICE. I have called Boost at least 6-7 times explaining to them in so many ways that the third line should not be on my account. I was told to call my bank! I explained to the person on the other end of the phone line, when you have an issue with your cell phone bill, you call the cell phone company NOT the bank. I even had to go as far as to explain to him, If your electric bill had an issue would you call your bank, or your electric company? Ive had to use this example at least twice. The people that you talk to will not let you talk to the billing department ******. Ive NEVER had anything or ever heard anything like this before! They left me on hold for long periods of time and I was hung up on many times. Im not sure if they quite understand whats going on or not because of language barriers? All I asked for was them to TAKE OFF the third line THEY put on, then they finally did after a month, then they CHARGED me ***** for a line I didnt ask for! And now they wont credit my account. Im not asking for them to give me money back. Im just asking them to please give me a credit for the *****.Business Response
Date: 09/23/2024
September 19, 2024
Ms. ***** *******
*********************************
*******, ** 45653
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** September 3, 2024, we received your complaint,dated August 31, 2024, filed with the Better Business Bureau.
You disputed being charged $25.00 to receive a physical SIM card, as this was done without your permission. You also stated you were not going to be charged for the third line because it was not activated, but you were charged for it anyway. In addition, you expressed frustration with the customer service you received. You requested an account credit of $25.15.
Service will not begin until your SIM card is activated, which is done automatically within 2-3 days after your order. Once activated, you authorize Boost Mobile to charge your card or ****** account through ******* for your monthly total fee plus any additional taxes and surcharges. Additionally, you placed the order onlinenot with customer careand an upfront payment is required to order a plan and SIM card.
Your request for an account credit is declined, as the payment was valid and authorized.
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
****** ********Customer Answer
Date: 09/24/2024
Complaint: 22224790
I am rejecting this response because:
I ABSOLUTELY DID NOT order anything ONLINE. I called in and asked if a phone was compatible. I was told it was and that the *** CARD WAS FREE OF CHARGE by a customer service rep. **** sim was received I called back, that CSR, tried to activate the card and it would not work. Therefore two things are wrong. One, I was told *** WAS FREE. Two, I called in and NOW once again, someone from your company STILL cant get things straight. And lastly, why cant a customer call in and talk to your billing department? They are NOT ALOUD. They have to just talk to the person who answers the phone. I have been told by many different people at Boost Infinite. NOT Boost Mobile, in which you have recently merged. I feel that I have been treated very unfair as I have paid my bill on time every month and was mislead and lied to and now being lied on. Not to mention, where is any of your proof to back up your words as Ive showed mine?
Sincerely,
***** *******Initial Complaint
Date:09/02/2024
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.
Called boost CS on Sat 31st normally $51.18 was showing up as $94. She advised when we purchased my wife a new phone on Aug 5th that we didn't have the right plan to get the discounted price and it was being added to our bill each month. The phone was listed as ****** but marked down to ***** as a one time payment. I advised it did not show anywhere that we had to have a specific plan to get that price. She advised she was sorry and that if we don't have the $50 a month plan we have to pay full price for the phone. She said she can help out with the cost and give us a $30 credit. I said that's fine, can I pay off the phone. She had me make a $200 payment to pay off the phone. She put me on hold as she said she had to call billing to get them to apply that to the phone balance and after about 10 minutes the call dropped. I called back and spoke with another agent who verified everything and said to follow up Monday to make sure everything went through. I called back today and the customer service lady told me that the first **** was wrong and we owed nothing on the phone and we have a $136.02 credit on the account. She explained when we bought the phone it messed up the auto pay and we owed for the remaining month of august as it only billed us $8.30 plus this month. That amount was subtracted from the $200 payment plus the $30 statement credit. She said she could submit for a refund but not say for sure we would get it. I asked to speak with a manager as now being told two completely different stories. Spoke with *************** who said he was a resolution Manager. He advised he will also submit for refund but he can't say if we will get it as it's a different department. He also said he can't see the notes or any details from the Saturday call but will submit a ticket so they can pull it. I said if you have employees lying to customers and charging random amounts I would think you would do more. He said someone might email or call you but couldn't not confirm.Business Response
Date: 09/13/2024
September 4, 2024
*************************************
******************
******, FL 33830
Re: BBB Complaint #********
************ -2024-09-19674
Dear **********************:
On September 3, 2024, we received your complaint, dated September 2, 2024, filed with the Better Business Bureau.
You stated that you contacted us because your bill was $94.00 when normally it is $51.48. You were told that when you purchased a new devicemarked down from $272.79 to $42.79you were put on the non-discounted plan. The agent told you that you would have to pay full price for the phone to change your plan, which you indicated you would do. She applied a $30.00 courtesy credit to your account, and you made a $200.00 payment. You contacted us the following day, and you were told you had a credit balance of $136.02 and you were only billed $8.30 for service in August, which is why the bill was higher. You requested a refund, but you were advised it was not guaranteed. You would like to receive a refund.
A review of your account reflects that when you made a $42.79 payment on August 5, 2024, it was applied towards your monthly bill amount. On August 12, 2024, the remaining bill balance of $8.30 was withdrawn via AutoPay. When your next bill generated on August 28, 2024, it included the charge for the device plus the month of service.
Please note, we do show that you received a discount of $230.00 off the cost of the device. After the $200.00 payment was made and the $30.00 account credit provided, this left a credit balance of $136.02. On September 3, 2024, a refund of $136.02 was initiated to the card ending in 1000.
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:09/02/2024
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 have been trying for Four day to get a new Phone active with them and they have been giving me the run around. On day Four I call there customer service number. the person i spoke to told me there was nothing they could and i would have to make a whole new account and repay for a plan. So I ask to speak to a supervisor it took over an hour to get one, Once I got one, I ask for a refund and they say they would take care of that and hung up the phone.Business Response
Date: 09/27/2024
September 25, 2024
Mr. ********* ******
*********************
*********************************;
Re: BBB Complaint #********
************** -2024-09-19673
Dear Mr. ***************** September 3, 2024, we received your complaint, dated September 2, 2024, filed with the Better Business Bureau.
You said you have attempted for four days to activate a new device, but were eventually informed that you would have to open a brand new account instead. You stated that you requested a refund, and you were told by a supervisor it would be taken care of. You requested for the refund process to be completed as promised.
My attempts to contact you by phone at ************** on September 25, and 26, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to ******************* with a request to contact me.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Therefore, no refund is warranted.
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:09/02/2024
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.
Good morning I ordered a phone online it was purchased on August 20 for a discounted amount of ****** when the order was confirmed I noticed that the first and last name said unknown I immediately called customer service they said it would be no problem couple of days later *** stated they couldnt Deliver it and my phone was returned we are now at 9/2 and still no help or understanding when will my money be returned or why couldnt the company just reship my package now this phone has went up to 6 hundred and something dollars and the customer service agent said I could get a plan why should I if I purchased it while it was on sellBusiness Response
Date: 09/23/2024
September 20, 2024
Ms. ******* ********
*********************** 2B
********, ** 11213
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************* September 3, 2024, we received your complaint,dated September 2, 2024, filed with the Better Business Bureau.
You said that you ordered a phone online on August 30, 2024,but it could not be delivered; however, you still have not received a refund for it.
A review of your account reveals that a $217.74 refund was issued on September 22, 2024.
We regret any inconvenience.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:09/01/2024
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.
Boost is not transferring number to a new carrier. Now paying for service that can't use because Boost will not complete the request. Most importantly my son has no means of communication, He is being held hostage by this company and this is his only phone. It has now been 2 weeks since the service has been available on the new carrier. Also, the phone discount will be null if Boost does not transfer the number. They are beginning to cost me a lot of money that is about to result in demand for compensation.Business Response
Date: 09/18/2024
September 11, 2024
Ms. ******* ********
WA 98902
Re: BBB Complaint #********
*************
Dear Ms. ******************* September 3, 2024, we received your complaint, dated September 1, 2024, filed with the Better Business Bureau.
You said Boost Mobile is not releasing your phone number to your new provider. You requested we release your phone number.
My attempts to contact you at ************** on September 10 and 11, 2024, were unsuccessful, but I left a message each time. I also sent an email to ******************** with a request that you contact me.
I was unable to locate an account with the information you provided. Please reach out to me directly at ************** or ********************* with your account number and details of any errors the new carrier is receiving with the porting request. As soon as I receive this information, I will be able to look into this issue.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:09/01/2024
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.
In July I decided to purchase a new Iphone for my 50th birthday. I was excited to be able to get myself something after losing my husband in a fatality and grieving. Around 7/25 I ordered a new Iphone. I took my Iphone 12 off of my account and simply did what I have always done when upgrading my handset, added it myself. Well, this phone gave me so much trouble from the begininng because the e-sim kept going in and out which put the phone in SOS mode. I stayed on my child's phone for 18 hours and spoke to over 18 customer service **** to fix the issue. One csr stated that the issue was the e-sim needed to be removed and re-installed. That did not help. She said she would send a text to my phone and she needed the code. I gave her the code and thanked her for what I thought fixed the phone because I am a medical provider who relys on my phone for calls from hospitals and doctors. I was able to use my phone for a few days and I got a notification that my card was locked and the payment did not go through. I did some research and I see the *** had added a new line that was not authorized. I si mply asked to have the new phone activated on my ************ line. Nightmare begins with my financed amount and my $35 monthly amount. I have unchecked auto pay over 14 times because I am receiveing $160 and $140 bills now. I was told my prepaid account went from prepaid to post paid and I am billed every 15 days. I prefer to pay my bill monthly on my own because this billing has been a nightmare. When I asked for the line I did not ask for to be cancelled immediately, I was told I would receive a $30 credit to keep it. This has been a nightmare. I spoke with a supervisor and was told to pay $68 for my monthly amount. Now I recive another double bill. The supervisor stated it is because my account is billed every 15 days. Who bills every 15 days? Someone keeps changing my plan to higher plans as well as adding me over and over into autopay. I do not like storing my payment infoBusiness Response
Date: 09/27/2024
September 27, 2024
Ms. ******* ******
*****************
**********, ** 30078
Re: BBB Complaint #********
************ -2024-09-19653
Dear Ms. ***************** September 3, 2024, we received your complaint, dated September 1, 2024, filed with the Better Business Bureau.
You stated that you ordered a new iPhone on July 25, 2024, but faced immediate issues. You said your eSIM malfunctioned,putting your phone in SOS mode, and you spent 18 hours speaking to over 18 customer care agents without reaching a resolution. One agent mistakenly added a new line to your account, which you did not authorize, leading to unexpected charges. You also said you have attempted to remove autopay from your account multiple times, but continue to receive inflated bills every 15 days. In addition, your billing plan keeps changing.
When we spoke on the phone on September 26, 2024, you requested a refund of $54.00 for the overpayment of the additional line. I offered you a $55.00 account credit, which you accepted.
We apologize for any inconvenience this may have caused.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************
******,CO 80210
***** *****Customer Answer
Date: 09/29/2024
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. Thank you ********* for being patient and understanding that I was only requesting the overpayment.
Sincerely,
******* ******
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