Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,964 total complaints in the last 3 years.
1,521 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/21/2025
Type:Sales and Advertising Issues
Status:
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.
Title: Misleading Pricing & Poor Communication : I recently tried to upgrade my phone through Boost Mobile after seeing a promotional price advertised clearly on their site showing a discounted price with the original crossed out, implying a deal available to existing customers.After going through the entire process, I was informed that the price only applies after clicking into the product and if you're on a higher-priced plan something that wasn't disclosed upfront. Im on the $25 Unlimited plan, and that instantly disqualified me from the discounted price.Worse, I was sent on a wild goose ***** through multiple messages, delays, and a failed verification code that never arrived. After a long back-and-forth, the *** finally admitted the pricing display was confusing and said theyd pass my feedback along. Thats ***** resolution. No offer to honor the price. Just a polite brush-off.If you're going to advertise a discount, it needs to be clear, honest, and upfront not buried in fine print or dependent on plan tiers. This experience wasted my time and left me frustrated with a company *** been loyal to for years. Boost Mobile: Do better.
Business Response
Date: 08/14/2025
August 6, 2025

Mac S.
**************
*******************************;

Re:          BBB Complaint #********
                ************ - *************

Dear Mac S.:

On July 21, 2025, we received your complaint, dated July 21, 2025, filed with the Better Business Bureau.

You said you tried to upgrade your device after seeing a promotional price advertised on our website. However, you found out later that the discounted price is only available if you subscribe to a higher-priced plan.

The Boost Mobile Terms and Conditions disclose that a device purchased at a discounted rate must remain on a higher-level service plan for 12 months.

Boost Mobile retail stores are independently owned and operated. They may have an option for a device you can purchase outright and keep your current service plan. You can use the Find A Store tag at the bottom of our website to locate the nearest one to you.

We regret any inconvenience you may have experienced.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 08/14/2025

Complaint: 23629516

I am rejecting this response because:

Dear BBB,

I am writing in response to Boost Mobiles reply to my original complaint. While they quoted their Terms and Conditions regarding discounted devices requiring a higher-tier plan, they have failed to address the core of my complaint the misleading and inconsistent pricing display on their website at the time of my attempted upgrade.

Here are the key points that were overlooked in their reply:

1. Misleading $0.00 and $59.99 Listings

When browsing Boost Mobiles upgrade options, several devices were listed with prices (e.g., $19.99, $39.99) in blue text. Clicking on those listings took me to the product page, and the advertised price was honored no sudden changes.

However, when I clicked on the device that was listed as $0.00 (and later, $59.99 during another check), the price suddenly changed after clicking the link, revealing that it was only $0.00/$59.99 if I switched to a more expensive plan.

This is inconsistent and misleading because other listed prices remained accurate after clicking, so there was no reason to expect that this specific devices listed price would change after the click.

2. Failure to Clearly Disclose Requirements Up Front

The requirement for a higher-tier plan was not clearly displayed alongside the $0.00 or $59.99 price in the initial listing.

Instead, the condition only became visible after clicking through, which is a classic bait-and-switch tactic.

3. Proof Submitted

I have provided video evidence showing the exact moment I clicked on the $0.00 device listing and the price changed after the click unlike the other listings where the price remained as shown.

4. Resolution Sought

I am not simply asking for an explanation of their Terms and Conditions I am requesting that Boost Mobile honor the originally advertised price at the time of my upgrade attempt, just as they do with other devices listed at specific prices.

Boost Mobiles current response ignores the issue of misrepresentation and inconsistent treatment of listed device prices. This is not a misunderstanding of their policies it is about ensuring transparency and preventing misleading practices.

I respectfully request that BBB reviews the video evidence and holds Boost Mobile accountable for honoring their advertised prices or, at the very least, making these requirements clearly visible before a customer clicks on a device listing.

Thank you for your time and attention.

Sincerely,
Mac S.

Sincerely,

Mac S
Initial Complaint
Date:07/20/2025
Type:Billing Issues
Status:
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 phone bill is ***** a month. I paid ***** for the month. They accepted my payment then charged me 4 cents a day later and interrupted my service. I know its a small amount but Im not okay with them sneaking charges in and making it difficult to contact an actual person to resolve the issue or at least explain why.
Business Response
Date: 08/25/2025
August 7, 2025

Ms. ****** ******
706 Buckingham Cir.
*********, MD 21804

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. ***************** July 29, 2025, we received your complaint, dated July 20, 2025, filed with the Better Business Bureau.

You expressed concern that you were charged an additional $0.04 and you request it be refunded.

The ********************** Surcharge increased from $0.13 to $0.17. The ********************************* (***) sets this rate and the fund is administered by the **************************************** (****).Adjustments to this fee affect all telecommunications companies. Boost Mobile is required to collect and submit all taxes and surcharges; therefore, your request is denied.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:07/20/2025
Type:Sales and Advertising Issues
Status:
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 purchased a iPhone 16e from boost mobile for full price . I am trying to unlock my phone and they will not. Their unlock policy states that full price phone purchase will allow the phone to be unlocked within 24 hours. They refuse to unlock phone.
Business Response
Date: 08/13/2025
July 24, 2025

Mr. ******* ********
***************
**********************

Re:          BBB Complaint #********
                ************** - *************

Dear Mr. ******************* July 21, 2025, we received your complaint, dated July 20, 2025, filed with the Better Business Bureau.

You stated that you purchased a phone and signed up for service. You then changed your mind and attempted to port your phone number to a different carrier. However, you learned your phone does not meet our unlock policy requirements.

While we empathize with your situation, the unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it until May 29, 2026.

We regret that your experience was unfavorable. In the interest of customer loyalty, a credit for two months of service was applied to your account for the inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ******************************************;
                ******, CO 80210

****** ********
Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
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 paid $12.04 to boost mobile to try this place. What a nightmare.On 7-17-2025 I ported my phone number into Boost Mobile. This phone company said to buy a sim card at any ******* type locations. I bought one and called to set this phone up to use with boost mobile. I was told the sim card does not work and had to wait 3 days for a booar mobile sim card. The boost mobile sim card did not work either? I was told by boost mobile my phone is compatible with boost mobile. My phone is a pixel 9 pro XL. I found out by researching this boost mobile and that this pixel 9 pro XL does not work with boost mobile.3 1/2 days without phone service. Banks are trying call Etc... I have tried countless times for the information "account and pin" numbers but the porting numbers do not work? I called boost mobile again and an agent was trying to get me to buy a boost mobile phone with boost mobile company as he said it will work with boost mobile? Unbelievable? Yes. I said no and want my porting information.Saturday 7-19-2025 I then was told to go to the nearest boost store by support. I live in ********** ** and the closest store is *********** **. I took the trip to the store and the extremely rude girl working there asked what I was doing here as I already have the port out information? I told the rude girl, they needed to verify it's me. She and I were on the phone for 25 minutes to verify me with many questions?After roughly 3 hours of traveling and the verification ordeal nothing got accomplished at all only that the account and pin numbers again did not work? I asked for gas money from boost mobile for wasting my time and they said no. Sunday 7-20-2025 I called boost mobile yet again This girl wanted me to drive to *********** yet again to verify it's me? I told her I did this yesterday (Saturday)? She told me the verification only lasts ONE DAY? Not Good Will you please help me with this. Thank You.I do not have access to a phone if you need anything.
Business Response
Date: 08/13/2025
August 6, 2025

Mr. ******* ****
***************
*************************;

Re:          BBB Complaint #********
                ************** - *************

Dear Mr. *************** July 21, 2025, we received your complaint, dated July 20, 2025, filed with the Better Business Bureau.

You said that on July 17, 2025, you ported your phone number over, purchased a SIM card at a retail store and contacted us to set up your account. However, you could not get your device to work, and we had to ship you a new SIM card. You received it, but the service still did not ******** then found out your device is incompatible. You expressed concern that when you requested the information to port your number back out, you had to go to a retail store multiple times to verify your identity. You also indicated that you were unsuccessful in your efforts to port out.

We are committed to protecting the privacy of our customers. In 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. For more information, please visit ***********************************************************.

A review of your account indicates your phone number was successfully ported out on July 22, 2025. The Boost Mobile Terms and Conditions disclose that payments remitted are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. As an exception to this policy, I issued a $12.04 refund to the **** card ending in 6646.

We regret any inconvenience you may have experienced.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 08/18/2025

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:07/19/2025
Type:Billing Issues
Status:
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 signed up for Boost Mobile under a promotion for two lines for $25 for the first line and $***** for the second line with additional fees included after.When I signed up, I payed the initial payment which included the promotional discount. When I received the bill for the second payment for 05/19/2025, I saw that there was no discount applied, only the $50 + fees. I contacted support prior to the due date to have this corrected. The representative told me that the discount would apply automatically. When the payment came due I payed the full price of $50 plus fees on 05/19/2025 since I had autopay. I contacted support and they said they could apply a credit to my account and the next bill would be correct. For the next two billing cycles the promotional discount would not apply like they said, and I had to contact them to get a credit applied to my account. Today 07/19/2025, I contacted them again because of the same issue. I did not receive the discount, only the previous credit from the initial 05/19/2025 payment that had been rolling over each month after I called. At this point, they only owed me a ***** promotional discount from 05/19/2025. However, on 07/19/2025 the representative said that they could no longer apply any credits to my account due to an internal company memo which prevented them from doing so. My next bill showed the full price of $50 plus fees. The representative agreed that they owed me the ***** promotional discount for May 19 but that would have to be resolved at some later time. My worry at this point is that I would pay the full price next billing and have the same issue. Due to this I cancelled the line. I feel that the company is guilty of false advertisement, since they offer a promotion that does not apply automatically, they require automatic payments so they take your money, and they make it difficult for you to receive the promotional discount that they offer. This is a deceptive practice that others should be aware of as well
Business Response
Date: 08/13/2025
July 23, 2025

Mr. *** ******
***********************************************>********, VA 22701

Re:BBB Complaint #********
44069352799587 - *************

Dear Mr. ***************** July 21, 2025, we received your complaint, dated July 19, 2025, filed with the Better Business Bureau.

You stated that you signed up for the Second Line Half Off For a Year deal, but your monthly statement repeatedly generated an incorrect charge for your second line, leading you to cancel it. You expressed concern with our billing practices.

A review of your account found that you paid the discounted rate on all except one payment made on May 19, 2025. A refund of $12.50 was issued to the credit/debit card ending in 9862. Please allow 7-10 business days for processing.

Since your second line has been ported out, your statement will reflect one plan moving forward.

We appreciate your feedback regarding our advertisement vs. discount application, and your concerns will be shared internally with the appropriate personnel.

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,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc: ****** / ******* Better Business Bureau
***************************************************;
****************

****** ********
Initial Complaint
Date:07/19/2025
Type:Product Issues
Status:
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 switched to Boost mobile on 6/3/25 & cancelled the service on 6/30/25. Their service is of poor quality, service cuts in and out and their customer service is horrendous. I called on 6/30/25 to cancel my account, I had already switched to a different provider and requestd the refund owed to me since they have a 30 day money back guarantee. The *** I spoke with said they would be submitting the refund for the services at that time and the rest would be refunded when they received the devices. I had 3 lines at $65/each. I should have received a refund for those lines of $195. I received a refund of $130. I called to question this and they said they couldn't do anything at that time because they had to wait for the devices. They received the devices on 7/7/25 @ 9:35 am. I have been calling since to inquire about my refund. Their incompetent ***s never have any information. I keep providing them the tracking # every time because they can never "see anything on their screen or they don't have that information". I get the same useless responses every time, "we can't do anything, we have to open a ticket, the ticket is still open we have to wait, the ticket has been closed and there's still no resolution so I need to open ANOTHER ticket and we have to wait". Now I have an additional charge of $426.95 on my credit card from them! I called to speak to a supervisor, spoke to *** #Amk, he was good to deliver the most horrible attitude with his rude comments, speaking over me and poor listening skills. No resolution whatsoever provided again, even supervisors are useless at this ************* refund should have been $447.63-130(refunded on 6/30)=$317.63 and now they have charged me an additional $426.95=$743.59 plus any interest accrued on my cc due to their incompetence and poor service. This company has been a nightmare to do business with. Extremely poor quality and even worse customer service.
Business Response
Date: 08/13/2025
August 1, 2025

Ms. ***** *******
****************************************
**********************;

Re:          BBB Complaint #********
                *************

Dear Ms. ****************** July 21, 2025, we received your complaint, dated July 19, 2025, filed with the Better Business Bureau.

You said that you placed an order that included new devices. You were not satisfied with the *********** requested that your account be closed and to receive a refund under our 30-day money-back guarantee. You indicated that you have been charged multiple times and not received a full refund.

A review of our records reflect the following payments and refunds:

Payment $447.63 - May 22, 2025
Refund $447.63 - June 18, 2025
Payment $447.63 - June 3, 2025
Payment $426.95 - July 19, 2025
Refund $317.63 - July 20, 2025
Refund $426.95 - July 20, 2025

I requested that you receive a refund of $20.68 to honor the full amount. We regret any delay 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

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

                ****** Steffani
Customer Answer
Date: 08/18/2025

Complaint: 23625778

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:07/19/2025
Type:Service or Repair Issues
Status:
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 6/11/2025 I ordered a Boost Mobile ******* phone and 2 lines: first line $25/month forever and second line $12.50/month for 12 months. Pricing is listed as $18.75 per line per month on original order. On 6/22/2025, I activated that ******* and brought my own IPhone 11 with Boost SIM cards provided in order. Both lines had existing numbers. We switched service from *** to Boost. Last week I spent $20 on 2 Boost SIM cards and 5 hours working with Boost via Boost app chat, Boost voice call, driving half hour round trip to ******* for Boost Mobile SIM card and driving an hour and a half round trip to my local Boost store for another Boost SIM card, because my iPhone had NO BOOST SERVICE. While trying to get my service back by doing what they told me to do, the Boost agent I was talking to cut off our second line service. Hear me again, the Boost agent cut off our line: WE LOST BOOST SERVICE TO OTHER LINE. This resulted in us having ZERO SERVICE to call or text on either line/phone except emergency calls. For all of this, Boost credited our account $10. Then, I address the billing issue with Boost. I was told originally that auto pay billing amount would be accurate to my order a couple of days before due date. First line should be $25. Second line should be $12.50. This should make the bill $37.50 + tax/fees. Deduct the $10 credit, this autopay 7/22/2025 bill should be no more than $27.52. HOWEVER, my **** ***** states $50.32 - $10 credit = $40.32. Today is 7/19/2025. Autopay is 7/21/2025. Attempting on 3 separate occasions to try and correct bill, always result the amount will be accurate before autopay is processed. BUT I HAVE NOT SEEN ANY BILLING ADJUSTMENT YET.I want our bill adjusted as described and what I ordered, and I want our account credited another $10 for the second SIM card I had to buy. THANK YOU!!
Business Response
Date: 08/13/2025
July 31, 2025

Ms. ****** Kay *********************************************** IL 61348

Re:          BBB Complaint #********
                ************** - *************

Dear Ms. ****************** July 21, 2025, we received your complaint, dated July 19, 2025, filed with the Better Business Bureau.

You said that you ordered a ******* phone and opened two lines using an existing iPhone with the two *** cards provided; however, you spent $20.00 to purchase new *** cards and five hours trying to activate ******** also stated that the pricing was inaccurate. You requested a $10.00 credit for the purchase of the *** cards and for the pricing to be corrected.

A review of your account billing shows that you are receiving the appropriate pricing credit; however, it posted after this complaint was filed. As a courtesy, I applied an additional $10.00 credit.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 08/20/2025

Complaint: 23625127

I am rejecting this response because: billing is still not accurate. I did receive credit as per Boost response and bill was made accuratebut I am dealing with the billing issue again. New month, same issue. Every time I talk or chat with Boost, they say bill will be fixed before its due or they cant credit my billing.
Today 8/20/2025, I went to Boost chat in app and called Boost to get accurate billing. On 8/21/2025, payment of $40.32 is due, according to Boost. This amount is incorrect.
Signed up in June 2025 for 2 lines. Both lines $25 forever. First line $25 monthly and second line $12.50 monthly for first year. Thats $37.50 monthly plus $0.32 tax/fees, equals $37.82 monthly.
Through Boost chat in app today and by phone, Boost claims they cant credit my account and accurately bill me until next month. See attachments for chat screenshots.
it is ridiculous that billing cannot be accurate according to what I signed up for.
Sincerely,

****** Kay ***********
Business Response
Date: 08/29/2025
August 27, 2025

Ms. ****** Kay *********************************************** IL 61348

Re:          BBB Complaint #********
                ************** - *************

Dear ***************************** 26, 2025, we received your rebuttal, dated August 26, 2025, filed with the Better Business Bureau.

You rejected our response stating that the second line on your bill is still not correct. You indicated that it should be half off or $12.50 per month for the first year; however, it is necessary for you to call in each month to have it corrected.

Further review of your billing history shows the appropriate credit was applied correctly on July 21, 2025, but it has not yet been applied for the August 2025 billing cycle. We are looking into this issue to ensure your account is properly coded going forward; as a courtesy, a $12.50 credit was manually applied.

Please contact me directly at ************** should you have any additional questions or concerns.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:07/18/2025
Type:Customer Service Issues
Status:
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.
horrible customer service
Business Response
Date: 08/12/2025
August 7, 2025

Mr. ****** *******
****************************
*******, AZ 85621

Re:          BBB Complaint #********
                ************** - *************

Dear Mr. ****************** July 21, 2025, we received your complaint, dated July 18, 2025, filed with the Better Business Bureau.

You said that your Boost Mobile phone has not been used in months, but we continue to charge you for service. You tried to contact us through chat and on the phone, but you were unsuccessful and asked to go to a retail store. You were unable to disconnect the account and you did not receive a refund.

When we spoke on August 7, 2025, I informed you that your account was interrupted due to non-payment.

Boost Mobile is committed to protecting the privacy of our customers. In 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. For more information, please visit ***********************************************************.

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. As an exception, I submitted a $25.17 refund; please allow 7-10 business days for processing.

We regret any inconvenience you may have experienced.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
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 purchased an iPhone 16 Pro from Boost Mobile for $1,199.99 on April 18, 2025. The package was delivered by *** on April 25, 2025, but when I opened it, the box was completely empty the phone was missing.I immediately reported the issue to Boost Mobile and **** Boost instructed me to file a claim with **** which I did. *** completed two full investigations confirming the missing item. I also filed a dispute with my bank, which ruled Boost Mobile is responsible for refunding me.Despite cooperating fully and following all of Boost Mobiles instructions, they refuse to refund my money, claiming they will only refund me after *** reimburses them. This is not my responsibility as a consumer.Due to Boost Mobiles refusal to resolve this and their poor customer service, I have since purchased a replacement device directly from ***** and ended my service with Boost Mobile.I am requesting the BBBs assistance in compelling Boost Mobile to refund the full amount of $1,199.99.
Business Response
Date: 08/12/2025
August 6, 2025

Mr. ****** ****
********************
******************

Re:          BBB Complaint #********
                ************ - *************

Dear Mr. *************** July 21, 2925, we received your complaint, dated July 18, 2025, filed with the Better Business Bureau.

You said that you purchased an iPhone 16 Pro for $1,199.99 on April 8, 2025; however, when you received the package, it was empty. You filed a claim with ***, and they confirmed the item was missing. You request a refund.

We found that *** investigated tracking number 1Z0R954E3505241567 and the case was closed because they could not get ahold of you to inspect the package.

Our records show a dispute was filed for the April 19, 2025,payment of $1,176.99 on the MasterCard ending in 3730. Please note, this process can take up to 90 days for resolution, and we cannot issue any refunds,credits or adjustments while it is in process. Please contact your bank for additional inquiries.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:07/18/2025
Type:Service or Repair Issues
Status:
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 canceled an order for my girlfriend as she no longer was at the address listed on the order invoice. It was never explained to me that the $140 refunded would be taken from my account to cover the refund, and now I owe $140 which itself is fine its the fact I paid $92.38 for my bill but there was an issue processing the payment and I still owe the $92.38. Again I have no quarrel paying the $140 however why am I still seeing the $92.38 due to July 15th even though I paid for it and the app is having an issue processing my card. Also the $140 only shows up where u go to redeem a recharge card not in general billing also nobody told me when I signed up for boost that u have to pay twice one bill for the month before and another for the month after and that autopay is mandated none of that was explained
Business Response
Date: 08/12/2025
August 8, 2025

Mr. ****** ******
**************
********, SC 29229

Re:          BBB Complaint #********
                ************** - *************

Dear Mr. ***************** July 21, 2025, we received your complaint, dated July 18, 2025, filed with the Better Business Bureau.

You said that you canceled an order for your girlfriend (as she is no longer at the address), but you did not receive an explanation why the $140.00 refunded was taken from your account. You also paid $92.38 for your bill, but your account still shows you owe this amount. In addition, nobody told you when you signed up you would have to pay twice for the month before and for the month after, and autopay is required.

When we spoke on August 8, 2025, you informed me that you received an adequate explanation from our agent regarding these billing issues, and the issue is resolved.

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

cc:           ****** /******* Better Business Bureau
                *************************************
                ******,CO 80210

                ***** *****

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