Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 4,963 total complaints in the last 3 years.
- 1,520 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:08/15/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone from this organization on 7 August 2024, with the understanding that I had 7 day from the date of purchase to return the item if needed. I have been back to the store 4 different time in reference to the item not working. the last time was on 8/14/2024. I asked to have the phone replaced and was denied, the store said I am outside my return time. So basically, I have to purchase another phone because the store will not stand behind the product. I spoke with the store manager initially he said they would exchange the phone and then said no, I asked why and he said the store owner said no, I asked to speak to the person who made the decision and was told no.Business Response
Date: 08/29/2024
August 22, 2024
Mr. ******** *****
****************
***************************;
Re: BBB Complaint #********
************ -2024-08-18173
Dear *************************** 16, 2024, we received your complaint, dated August 15, 2024, filed with the Better Business Bureau.
You said you purchased a device on August 7, 2024, and attempted to return it within the return window. You were denied,and you requested to be able to return the device.
Our retail escalations team informed me you have since returned the device and received a refund for the activation fee.
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:08/15/2024
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 July the 19, 2024 I placed an order online with boost Mobile for two phones a ******* Galaxy s24 and an iPhone plus a new service They were to be financed and I had to put money down which was $86.39. after I place the order I never received a verification email so on the 21st I noticed that my card was no longer pending for the amount It had now actually posted to my account so I called him boost Mobile and asked them what was going on because I never received anything on the order about when I would be receiving the phones or any stuff like that after quite a while they finally found the order under my email address which I have provided and stated that apparently the financing was not approved once it went through a second verification and that the amount would go back to my card. It has been almost a month now and I still have received nothing I've called numerous times and keep getting told it's been credited back over and over and then I will get transferred from one department to the other and so on and so on with no resolution getting told the same thing and have to start over and over with each new person I talk to I just want the refund of my money for the products that I never receivedBusiness Response
Date: 09/09/2024
September 9, 2024
*****************************
***************** E9
******, ** 24179
Re: BBB Complaint #********
************ -2024-08-18104
Dear ****************:
On August 15, 2024, we received your complaint, dated August 15, 2024, filed with the Better Business Bureau.
You said that on July 19, 2024, you placed an order online to finance two devices and you paid $86.39. The order did not ship, and you were told the device financing was not approved and you would receive a refund; however, you have not.
My attempts to contact you at ************** on September 6 and 9, 2024, were unsuccessful, but I left a voice message. I also sent an email to you at ******************* with a request to contact me.
A review of your account shows that on July 19, 2024, an order was placed to finance two devices and it was still reflecting as in process. I canceled the order and submitted an $86.39 refund. Please allow seven to ten business days for processing. If you already disputed the payment through your financial institution, the refund will not be approved.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
*****************************Initial Complaint
Date:08/14/2024
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 went to Boost Mobile looking for a cheap plan. After researching, I decided to bring my Cricket Dream 5G in to get on their network because they utilize the **** towers. I made sure the phone was unlocked and compatible before going. I got on their $25 a month plan. While in the store, my data wasn't working. I was told that it takes some time for the line to fully port, and if it doesn't then I could go back in the next 7 days to get a refund. I started with Boost on 7-21-24. On 7-24-24, my data still wasn't working. I called Boost's customer service to get the Port Out Pin so I could switch to US **********************. While on the line, they asked if there was something they could do to get me to stay. On their website, I noticed there was a deal to get a new entry level phone with a 2GB data plan for $15/month. Seeing as how their website says there is a 30 Money Back Guarantee, I figured they would honor this by just giving me that phone while swapping the plan. So I told them I would only stay if they gave me that specific deal. I went back to the store. I asked to get what was promised to me on thephone. They said customerservice lied to me. I was told there will be no refund and that the problem was my phone and not the service. So I cancelled the payment plan. I went to switch to US Mobile. The activation went through. I then lost everything except phone calls. Later, I contacted US Mobile. They informed me that my number wasn't fully ported over because Boost denied the request to let it go. After 3 attempts, they were able to retrieve my number. My phone is now working fine.Business Response
Date: 09/06/2024
September 5, 2024
*****************************
*************
**************************
Re: BBB Complaint #********
*************
Dear ******************:
On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
You stated that you switched to Boost Mobile at a retail store. You were not receiving any data service after a few days, so you ported to another carrier. You requested to receive a refund.
On July 21, 2024, we received a payment on your account for the first month of service of $25.17. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, I made an exception and issued a $25.17 refund. Please allow seven to ten business days for processing.
All Boost Mobile retail stores are independently owned and operated, and set their own pricing and policies. As the remainder of your payment was made directly to the retail store, this portion of the payment is not visible in our system and must be disputed with them.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:08/14/2024
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 July 13, 2024 I ordered an I phone 15 max pro with boost infinite. I refused the phone and sent it back to Amazon when the delivery driver came. Boost infinite charged me $***** on my Amazon Store card the very first day I just placed my order. I got my refund back from Amazon for the phone but Boost mobile is refusing to refund me the ***** that they charged me for their cellular service, that I never activated. My husband and I ordered the same phone on the same days and boost refunded him ***** and he never activated service with boost. To me this is unacceptable, how can you charge someone ***** for just placing an order on Amazon for a phone before they even get it. Once a consumer orders something and returns it and never activated service with them they should get a refund. Boost even says they have a 30 day money back guarantee. Boost is refusing g to give me a refund for a service that they charged me for, that I do t have and never activated.Business Response
Date: 08/27/2024
August 21, 2024
**************************
1019 Sonoma Cir., Unit D
********, CO 80514
Re: BBB Complaint #********
************** -2024-08-18103
Dear ***************:
On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
You stated that on July 13, 2024, you ordered an iPhone 15 from Amazon. You refused the package and it was returned;however, we charged you $60.00 for the services and you paid Amazon for the taxes. You indicated you were refunded by Amazon, but we declined your refund request under the 30-day money-back guarantee.
Boost Mobile customers who cancel within 30 days of account creation, will have Boost Mobile service fees refunded. Activation fees, if applicable, and phone payments will not be refunded. Port-in and AutoPay are required.
A review of your account reflects that we did not receive notification from Amazon the device was returned. On August 20, 2024, a $60.00 refund was initiated to the Amazon Pay account associated with your email address.
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:08/14/2024
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 with boost for more than 10 years. Your customer service really ***** It is y I Stop using boost mobile customer service Is terrible a rude I wanted to transfer my number over to My new.Phone service Gave they gave me a hard time Was never able to transfer my numberBusiness Response
Date: 09/06/2024
September 5, 2024
*****************************
**************************************************************************************
Re: BBB Complaint #********
*************
Dear ******************:
On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
You want to transfer to another carrier, but you were not able to port out your phone number. You also expressed concern with the customer service you received. You requested assistance.
Our records indicate that your Boost Mobile account was disconnected on December 4, 2023, as we did not receive a payment for the next month of service.
Please note that the ********************************* (***)regulates phone number portability and Boost Mobile strictly complies with that process. The *** requires that a disconnected phone number be maintained for a minimum of 45 days and a maximum of 90 days. After 90 days, the phone number is released into the general pool of telephone numbers to be issued to a new user.
In accordance with the *** regulations, the phone number ************** has been released to the general pool and is no longer available for restoration or porting.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:08/14/2024
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 Mobile is the provider of my cell phone service. It was originally Republic Wireless before it became Boost Mobile. Since the change I have not been able to login to their Boost Mobile app to see my account or make changes online. I contacted their customer service department twice and was told this was due to a known problem and to give it a 'few days' and that there was no point in calling back in because they were aware of the issue. I still cannot login. I 'chatted' with someone from the company today. They asked for my **** number which is 359914960464476/32. They advised me this is not the **** in their records and they cannot assist me until I give them the **** in their records. The **** I gave them is the number in my phone. How in the world am I supposed to know what number is in their database or where it came from? I am so frustrated at this point I am thinking of changing phone carriers because they are so unhelpful. When I spoke to the customer service **** they were able to change the credit card I was using to make payments for my monthly fees. If they accept my identity to make changes to my account without the **** why can't they correct my problem accessing their app without it? I am beyond frustrated.Business Response
Date: 09/06/2024
August 22, 2024
***************************
************************************************ 2B
Carol Stream, IL 60188
Re: BBB Complaint #********
************ -2024-08-18106
Dear ****************:
On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
You said you have not been able to log into the Boost Mobile app to make changes or view your account. You were unable to fix this through customer care, as you were informed it was a known issue and you would have to wait for it to be resolved. You requested the issue be resolved.
Your account was impacted by a systematic issue that our teams have since resolved. You will need to log in with your phone number and change your password. Please reach out to customer care at **************** for further concerns regarding this issue.
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:08/14/2024
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 purchased a boost mobile phone and plan with the understanding that it would be unlocked for international travel and they are refusing to unlock it.Business Response
Date: 08/19/2024
August 14, 2024
*******************************
29 ***************.
*****************
Re: BBB Complaint #********
************ - *************
Dear **********************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You requested your device be unlocked to use while you travel internationally.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been denied. A review of your account reflects that the device was activated on April 20, 2024; therefore, it is not eligible to be unlocked until April 21, 2025, as long as it meets the unlocking criteria. Please note that you included our unlocking policy with your complaint, which outlies the above.
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:08/13/2024
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.
We went to boost to switch phone companies, we started our service and the service SUCKED!!! So we immediately went back to boost within a week, and they refused to refund any $$. So we called the bank, they gave us a refund, pending a review and THREE MONTHS LATER, they ALL OF A SUDDEN took the $200 out of my boyfriends account without warning because apparently boost was "in the right"....DO NOT GO TO BOOST!!! The service and customer service are horrible and THEY WILL KEEP YOUR $$, DESPITE their "refund policy"!!Business Response
Date: 09/06/2024
September 4, 2024
*****************************
3 Countryside Dr.
**************************
Re: BBB Complaint #********
*************
Dear ******************:
On August 14, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You stated that you switched to Boost Mobile, but the service was poor so you switched to another carrier. You requested a refund at a retail store, but it was denied. You then disputed the $200.00 payment through your financial institution. Three months later, the dispute was resolved in Boost Mobile's favor and the funds were taken from your account.You requested a refund.
A review of your account reveals that on June 2, 2024,we received payments for the first month of service totaling $100.00. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. I made an exception and authorized a $100.00 refund,nonetheless. Please allow up to three weeks for this to be processed and delivered by check.
All Boost Mobile retail stores are independently owned and operated, and set their own pricing and policies. As the remainder of the $200.00 payment was made directly to the retail store, this portion of the payment is not visible in our system and must be addressed with them (the retail store personnel).
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:08/13/2024
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 WAS APPROVED INITIALLY ONLINE BY BOOST MOBILE AND PAID THE ***** TAX AMOUNT OF $147.40 FOR 2 IPHONE 15'S AND THEN MY ORDER WAS CANCELLED FOR THEY NEVER TOLD ME THE REASON, BUT SAID IT WAS CANCELLED AND A REFUND WOULD BE APPLIED TO MY CREDIT CARD WITHIN 7-10 BUSINESS DAYS. THIS WAS ON 7/17/2024 AND STILL I HAVE NOT RECEIVED MY MONEY AND BOOST IS NOT GIVING ME ANY ANSWERSBusiness Response
Date: 09/06/2024
August 29, 2024
Ms. **********************
************************************
************************;
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said that you ordered a phone on July 17, 2024, but then received a notification it was canceled. You were told you would receive a refund, but you have not. You requested a refund for the order be provided.
A review of your account shows that $147.40 is in the process of being refunded to the **** card ending in 7505.
We apologize for any inconvenience this has caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************Initial Complaint
Date:08/13/2024
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.
I had gone through my mom to switch cell phone providers to Boost. My sister was able to order her phone through them but they canceled my phones order and upon call they wouldnt even tell us why claiming it was a security concern and they couldnt disclose the information.Business Response
Date: 08/29/2024
August 22, 2024
***********************************
********************
******************* 01585
Re: BBB Complaint #********
************** - *************
Dear ******************:
On August 13, 2024, we received your complaint, dated August 13, 2024, filed with the Better Business Bureau.
You said you attempted to purchase a device, but your order was canceled and customer care was unable to provide you a reason.
If an order is canceled, Boost Mobile is not at liberty to discuss why. When we spoke, I offered to assist you in creating a new order to ensure it goes through, but you declined. 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
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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