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
- 4,964 total complaints in the last 3 years.
- 1,517 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:07/17/2025
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.
Boost Mobile store located at **********************************************, we arrived at 11:17 AM we arrived and it was a highly unprofessional experience that led us to leave Boost Mobile altogether. My fianc and I visited this store to activate a ******* phone and We purchased a SIM card from the store for $10, but when we tried to activate it through Boost Mobile customer service on the phone, we were told the ***** number was incorrect meaning the employee at the store gave us the wrong SIM card. **************** remained on the line with us and told us to return to the store for the correct SIM. When we did, the employee refused to exchange it unless we paid another $10, despite it being her mistake. She insisted that even though she gave us the incorrect SIM card, she wouldnt ***lace it unless we paid again essentially charging us twice for her error. When we asked to speak to a manager, the employee **** us the stores main number, which routes back to her, Provided what appeared to be false or evasive information about when the manager would be available and Refused to speak professionally with the Boost customer service *** who was still on the line with us trying to help.Also the store was posted to open at 10:00 AM but the employee didnt arrive until 10:05 AM and refused to let us in until close to 10:30 AM, saying she was running late. We were polite and patient, only to then be met with dismissive, unhelpful behavior once the store finally opened. Because of this disorganized, unprofessional experience and the refusal to take accountability we were forced to switch to a different carrier This cost us more money, and stress. A refund of the $10 paid for the invalid SIM card and a formal investigation into the conduct of this franchise location and its employee we would appreciate a timely resolution and believe this situation reflects a serious lack of customer care, training, and ethical responsibility at this store.Business Response
Date: 08/12/2025
August 1, 2025
***** ******
*****************
***************, IN 46808
Re: BBB Complaint #********
*************
Dear ***** ******:
On July 18, 2025, we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You stated that you purchased a *** card at a Boost Mobile retail store. When you left, you found that you had been given an incorrect card. When you went back, the store refused to replace the *** card or refund the purchase. You also stated that the store was supposed to open at 10:00 am, but it was not until about 10:30 am. You requested to receive a refund.
All Boost Mobile retail stores are independently owned and operated. We have submitted the information on your complaint to our relationship management team for review.
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
***** *****Initial Complaint
Date:07/17/2025
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 offered free year of service from boost. I bought the iPhone 16. Have not been able to finish the job. I am not going to give a debit card info for something I am not suppose to pay for. They tell oh no you need to pay because it was not an autopay does not make no sense when it supposed to be free. My account is suspended now because they want money.Business Response
Date: 08/08/2025
July 30, 2025
Ms. Yulemni *********
536 41st
*************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************** July 18, 2025, we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You said you were offered a free year of service for purchasing an iPhone 16. You indicated that you did not want your card on file.
When we spoke, I informed you the free year of service provides you with a $25.00 credit each month towards your unlimited plan. Because you are not on autopay, the plan is around $30.00 each month plus tax; with the $25.00 credit, your monthly bill will be roughly $5.00 plus tax. You accepted this explanation and opted to leave your card off autopay. Please note that autopay is not required for prepaid accounts.
We apologize for any confusion this may have caused.
If there are further questions or concerns about this issue, please feel free to contact me at *************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/17/2025
Type:Sales and Advertising 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.
Misinformation on terms for purchase of iPhone 15.Business Response
Date: 08/15/2025
August 13, 2025
Mr. ******* *****
*************************************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 22, 2025, we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You said you purchased an iPhone 15 from a Boost Mobile retail store. They told you that you could change your plan the next day. You contacted us to do so, but you were told you had to keep the new plan for 12 months.
When we spoke today, I informed you that retail stores are independently owned and operated; however, I will forward your complaint to our retail store escalation team for review.
Please note that when certain devices are sold at a discounted cost, a minimum service level for 12 months may be a requirement. Nonetheless and as an exemption to this policy, I changed your account to our $25.00 Unlimited plan.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Customer Answer
Date: 08/15/2025
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:07/17/2025
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've been a customer for over 20 Yrs. My data services was due to roll over on the 16th of July. It is now the 17th and boost customer service **** are telling me I have to wait 2 more hours before my data is restored. I paid my bill so what is the problem????? This is not how you treat a 20 year customer, I've given you your money so give me my freaking data. This is absolutely unacceptable. My plan is phone, text and data...you. don't have e the right to give me 2 out of 3...I already paid for 3 so give me what I paid for. And don't tell me I've been RUDE...yes, after having to wait for what I've already paid for without any results, yes...I'm frustrated and rude at this point. ALL GOOD...YOU DEFINITELY JUST LOST A GOOD ONE. WILL. NEVER HAPPEN AGAIN. IM DEFINITELY SWITCHING COMPANIES NOW. FREAKING IDIOTSBusiness Response
Date: 08/06/2025
July 28, 2025
Ms. ****** **********
******************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ********************* July 17, 2025, we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You said that your monthly data should be reallocated when your payment is made, and not two hours later. Therefore, you are switching to another carrier.
Once a payment posts to an account, the system will reset all required and subscribed services; however, some services could be delayed.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/17/2025
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.
Date of transaction July 14th / 2025 . I seen a promotion for a iPhone 16e from boost mobile , I called and spoke to a agent about the promotion , I asked him was the phone carrier unlocked and he told me no and he also informed me that it wasnt under a contract . The phone gets shipped to me 2 days later and I find out its carrier locked with boost mobile, and I also get informed that its under a contract when I call customer service after my issue.Business Response
Date: 08/08/2025
July 18, 2025
Mr. ****** ****
************************************************
************************
Re: BBB Complaint #********
************** - *************
Dear Mr. *************** July 17, 2025, we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You stated that you purchased a device with the impression it was carrier unlocked. However, when you received the device, you discovered it was locked and customer care informed you it would remain so for 12 months. You requested the device be unlocked.
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 July 17, 2026.
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
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/17/2025
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 bought a boost mobile phone with a plan new plan and the they sent was defective when I contacted them they refused to replace instead they to my insurance on my plan and pay a deductible to get replacement and I only had for less than 2 days and upon activation i discovered it was defective why should I pay again to replace it when it came defectiveBusiness Response
Date: 08/08/2025
July 22, 2025
Mr. **** ******
********************** E., Apt. 11H
*****, ** 10458
Re: BBB Complaint #********
************** - *************
Dear Mr. ***************** July 17, 2025 we received your complaint, dated July 17, 2025, filed with the Better Business Bureau.
You stated that you received a defective device and you do not want to pay the insurance deductible for a replacement. You requested a free exchange.
Instead of using Boost ***************** you may contact your phone manufacturer, *******, for device support.We do not offer free device exchanges.
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
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/16/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost is offering a promotion for $10 for 2 months then $25 "forever" after that with "no hidden fees." Then they charged me $12.12 and $27.27 for "taxes."Cricket and others include taxes when they offer "no hidden fees"This was intentional obfuscation and is only apparent in the "fine print" not present on the website.Business Response
Date: 08/06/2025
July 29, 2025
Ms. ****** *********
**********************************
****************
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************** July 17, 2025, we received your complaint, dated July 16, 2025, filed with the Better Business Bureau.
You said that we are offering a promotion of $10.00 for two months and then $25.00 forever with no hidden fees; however,your bill was $27.27. When you chatted with an agent, you were informed that taxes could fluctuate and are specific to each location. You disagreed.
This was an ecommerce transaction; throughout the online process, you were made aware that the $25.00 monthly rate is exclusive of taxes and surcharges. The summary page (prior to final acceptance) states, Total Monthly Due $25.00 + tax & surcharge.
Taxes and surcharges are imposed by local, state and federal governments and agencies, and Boost Mobile is required to collect and submit these charges without exception.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 08/06/2025
Complaint: 23612273
I am rejecting this response because:Hiding the fact that you add taxes to your product is the unacceptable part. I was told it was in the "fine print" by your agent, but still couldn't find the information on your website. Other cell phone companies do not hide extra taxes in their offers.
Sincerely,
****** *********Initial Complaint
Date:07/16/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Special upgrade pricing advertised on account. but not applying at purchase. upon calling customer service i was told it does not exist. even though over the past 5+ years i have used the discount several times. i was told there is no option for my account to do an upgrade pricing, even though it is still advertised on my account dashboard.Business Response
Date: 08/06/2025
July 29, 2025
Mr. *** *****
****************
**************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 17, 2025, we received your complaint, dated July 16, 2025, filed with the Better Business Bureau.
You said you are being sent advertised upgrade pricing, but you are not given a discount when you try and upgrade your devices.
When we spoke, you said you were not interested in having your issue looked into since you plan on porting your phone number to a new provider. If you need assistance with receiving your port-out information or you would still like for me to look into the upgrade pricing, you can reach me directly at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******, CO 80210
****** ********Initial Complaint
Date:07/16/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost been taking money out off my credit cards they have on file without my knowledge or consent for months now. I go to boost store to pay my bill with debit card or cash it doesn't matter they still hit my cards up no matter what.Business Response
Date: 08/06/2025
July 30, 2025
Ms. ***** *******
********************
***************
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** July 17, 2025, we received your complaint, dated July 16, 2025, filed with the Better Business Bureau.
You said that we are taking money from your card without your consent and requested a refund.
Our records show you are not currently on autopay, so your card is not automatically charged, and I was unable to locate any card on file.
Because you disputed the charge of $77.67, it was returned to the card used for payment, but the balance will remain on the account as valid. The ******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your request for a refund is declined.
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
****** ********Customer Answer
Date: 08/18/2025
Yes I want to continue with this boost case I have all the information is here
Business Response
Date: 09/02/2025
August 28, 2025
Ms. ***** *******
*********************
*****, ** 33617
Re: BBB Complaint #********
************ - *************
Dear ***************************** 26, 2025, we received your rebuttal,dated August 26, 2025, filed with the Better Business Bureau.
You maintain that you have saved cards on file. You do not want to be charged for service.
I removed all but one card on file, which you are able to do yourself through the Boost Mobile app. The only card remaining on file is the one ending in 6934. Boost Mobile requires at least one payment method on file. You are neither on autopay nor are you an active customer, so you will not be charged for service.
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
****** ********Initial Complaint
Date:07/16/2025
Type:Sales and Advertising 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 an iPhone 16 Pro Max 512GB online from Boost Mobile and added two lines (Order number: 4474-348243-6347) . During checkout, Boosts system applied two promotions:Free first line for 12 months 50% off second line for 12 months Both discounts were clearly applied and a $37.50 discount appeared on my final total. I have a screenshot confirming this.After activation, Boost removed the second-line discount and is now billing me full price. When I contacted support and spoke with a supervisor, I was told that promotions cant be stacked. However, there was no warning at checkout, and the system accepted payment based on the discounted total.This is misleading and constitutes a bait-and-switch. I would not have completed the transaction if Boost had shown the correct ******** requesting:1.Reinstatement of the second-line 50% discount for 12 months 2.Refund for the overcharges 3.$300 compensation for the time, stress, and inconvenience caused I have a screenshot of the checkout page and am happy to provide it.Business Response
Date: 08/06/2025
July 22, 2025
Mr. ****** *******
**************************************** A
*********, ** 19029
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** July 16, 2025 we received your complaint, dated July 16, 2025 filed with the Better Business Bureau.
You stated that you purchased a device with the Buy a Phone, Get a Free Year of Service offer, bundled with the Second Line Half Off For a Year Deal. You later received a statement charging full price for the second line. Our customer care agents informed you that special price offers cannot be combined. You requested to have the discount added back to your plan, a refund for overcharges and an additional $300.00 in compensation.
Please note that at this link ********************************************, states that the free year of service offer cannot be combined with other offers.Although it appears the billing system created an error in your favor at the time of checkout, we remain unable to offer the second line at a continued discounted rate. Customers who add a line are required to pay full price for it.Nevertheless, in the interest of customer service, a credit for next month's service has been applied to your account and a refund of $36.60 issued to the credit/debit card ending in 6491. Please allow 7-10 business days for processing.
We appreciate your feedback 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
******************************************;
******, CO 80210
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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