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
- 4,969 total complaints in the last 3 years.
- 1,513 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:07/24/2024
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.
02/09/24 $120.00 Boost Won't give us back our money No they won't help at all the money is sitting there and they will not return it to ***Please please please call me on this.Business Response
Date: 08/05/2024
July 30, 2024
*******************************
*****************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 24, 2024, we received your complaint, dated July 24,2024, filed with the Better Business Bureau.
You requested a refund of your $120.00 payment.
Our records show you made the $120.00 payment at a Boost Mobile store. Boost Mobile retail stores are independently owned and operated.Please address your refund with the store where you made this payment.
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:07/24/2024
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 July 19th, 2024 my services with Boost Mobile was disconnected from my main phone line ending in 0414, the above number given. I was under the assumption that due to the ********* shut down that was the reasoning behind the interruption. When I went to the location where I originally sign up for services, the agent informed me that it was due to my phone not being updated. I thought it was an odd answer being that my updates are done automatically, but later found that was not the case. I went back to the store and had a different employee to tell me to call the 1 800 number because there is nothing they can do about my services being disconnected. My bill is paid on time every month, the other 3 lines I have did not have this problem but my account was fraudulently hack by this location to acquire the upgrade iPhone that is available in my account. I have a perfectly good working phone, android 3g, that does what I need for me and my business and have found no need to upgrade. But to have this store with my password on file to target my account by swapping out my phone for the new upgrade has cost me $$$ due to me not being able to have continue contact with my customers over the weekend. Though it cost me $50 to purchase a new SIM card and have my phone re-activated, those clients I lost are unreplaceable. Their fraudulent activities I've been told by their corporate office has had constant complaints about various activities. As of today, July 23rd, 2024, since re-activating my phone, 7/22/2024, there have been no resolution for their fraudulent activities in recouping my damages, either the $50 or any guarantees this store and its activities will cease.Business Response
Date: 08/12/2024
August 7, 2024
*******************************
***********************************
*****************
Re: BBB Complaint #********
*************
Dear ******************:
On July 24, 2024, we received your complaint, dated July *******, filed with the Better Business Bureau.
You stated that a line on your four-line account was deactivated on July 19, 2024. You went to a retail store to see what can be done, but they were unable to solve this problem and you noticed that the stores activities seemed fraudulent. You requested a billing adjustment.
We spoke by telephone on August 7, 2024. I explained that all Boost Mobile retail stores are independently owned and operated. We have submitted this information to our relationship management team who will work with the retail store you visited to try to reach an acceptable resolution. Please be aware that a member of the management team of the store may reach out to you directly.
As a courtesy, I applied a one-time credit of $50.00 to your account.
We apologize for any inconvenience you may have experienced.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:07/24/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid for extra data, on 7/23/24, from two different accounts, didn't get anything, contacted customer support, twice, was told rest assured, you will get your data, this has not happened. I paid money for a service I never got. TWICE.Business Response
Date: 08/16/2024
August 13, 2024
****************************
*********************************
**************************;
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 24, 2024, we received your complaint, dated July 24, 2024, filed with the Better Business Bureau.
You stated that you did not receive two data packs you purchased on July 23, 2024.You requested for these packs to be added to your account.
Our records show that on July 23, 2024, a $60.00 payment and a separate $5.00 payment were made to your account; however, neither were for a data pack, and these funds were added to your account balance.
On July 25, 2024, two data packs were purchased for $5.00 each, which were applied to your account and used in their entirety.
As payment was received on July 23, 2024, but not used to purchase data packs, and the two data packs in question were purchased on July 25, 2024, and properly applied to your account, your request is denied, as it is unwarranted.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******, CO 80210
*****************************Customer Answer
Date: 08/16/2024
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, despite boost mobile's shady business practices.
Sincerely,
*************************Initial Complaint
Date:07/24/2024
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 never activated service with boost mobile because their phone i bought was disappointing. I returned a brand new phone purchased from boost mobile for $164.23. Approx. 7.1.24. Returned exact same phone for refund. Boost mobile sent me email stating they have put my refund as a credit and I can use it to pay on the service for the acct! Well, I never activated the acct! When I was purchasing the phone, they promised money back guarantee should I return it within 30 days! Well, I paid $9.00 postage to send back to be sure I was within time deadline! Now, I called to have my refund placed back in my bank acct. I'm told I'll have to wait 3-4 WEEKS! No one ever mentioned that to me! I'm fed up with businesses giving the consumer the run around! Please help me retrieve my $164.23. Thank you very much!Business Response
Date: 08/05/2024
August 1, 2024
***********************
**********************
******************
Re: BBB Complaint #********
************ - *************
Dear ************:
On July 24, 2024, we received your complaint, dated July 24,2024, filed with the Better Business Bureau.
You said that you never activated the service and returned the phone for a refund, but you never received it. When you spoke to a representative, you were informed you would have to wait three to four weeks.
Our records show that a refund was issued on July 23, 2024.
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:07/23/2024
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.
Good afternoon, I need to speak with someone regarding the boost mobile franchise. This company is the worst company I have ever dealt with. **************** keeps hanging up on me, I keep getting rejected from speaking to one in a high management position. I requested to speak to fraud or have them reach me. No one ever contacted me and I was told I cant be transferred either. I was just told that I cant speak to the supervisors manager and was hung up on his name was **** 0CL and that could be wrong. But thats what he gave me. I have been paying for a phone on my account for 11 mths and cant use it. On Sept 1st my phone sim was locked due to fraud or lost or stolen. When I called I told them that I did not call that or report that. I keep being told that a ticket is placed and that has been going on for 11 mths. I am so angry with this company. Its like they want me to buy another phone or get another number. I believe someone is using my line. No one is listening, this has messed up my lively hood. Im a single mother living in a new state with no friends or family . I have been in the locations to try to get this resolved and nothing is happening. My money has been stolen off the app for a bill before. I want to leave this company with my number activated. I want compensation for this situation. I want you all to look in to this as fraud. Im highly disappointed in how I have been treated. Also, I just found out that when I pay my bill the confirmation was going to a boost email. I just got that back straightened out. All of this still when I provided my PIN number and passcode. Someone get back to me soon please. I feel like there is more but Im so upset right now I cant think. I will never ever recommend anyone to use boost. This company is fraud and dont care about there customers. I pay $130 every month and sometimes $134 a month depending on how the bill gets paid. $32.50 I have been paying for a line I havent been able to use for 11 monthsBusiness Response
Date: 08/16/2024
August 13, 2024
*****************************
***********************************************
**********************;
Re: BBB Complaint #********
************ -2024-07-16143
Dear ****************:
On July 24, 2024, we received your complaint, dated July 23, 2024, filed with the Better Business Bureau.
You said that you have had problems with your phone for 11 months. You stated that on September 1, 2023, it was reported as lost/stolen and subsequently locked for fraud. You indicated that you did not do this and someone is using your line. Your attempts to resolve this in-store and through customer support have been unsuccessful, and customer care repeatedly hangs up on you and refuses to escalate your concerns. You requested your number be activated, the fraud investigated and to receive compensation for the inconvenience.
When we spoke on the phone today, August 13, 2024, I informed you that I would work on having your SIM/IMEI removed from the lost/stolen device list. I received confirmation that the fraud lock was placed on your device by ************************************************. Therefore, you have to request the lost/stolen status be removed by them.
I also advised you that if you feel your account was accessed without your authorization, you will need to visit the ******************************* website to file a claim. In addition, our records show an agent offered you a credit of $60.00 as compensation, but you declined. I informed you that this is the maximum amount allowed as a refund on your account. You disagreed with the information given and you ended our call.
I sent an email to ***************** to inform you that I unlocked your device in our system. Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
*********************Initial Complaint
Date:07/23/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called customer service to add on one time data and was giving it as a one time complimentary upgrade. They offered me a new device for my daughter. Made the purchase with my debit card. Since my bill has gone from 77 to 103. I reached out via chat to find our why and informed them I didn't authorize any plan change. Was told it wasn't a plan change but add ons. I advised them to remove them. Was told they did however my is still 95. I don't understand why they have all of these incompetent individuals answering their calls, that don't fully understand English and how they can make unauthorized changes to accounts but not know how to undo themBusiness Response
Date: 07/30/2024
July 26, 2024
Ms. ****************************
**************************
******, ** 75115
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 24, 2024, we received your complaint, dated July 23,2024, filed with the Better Business Bureau.
You said you were offered a complimentary upgrade for a line and made the purchase, but your bill increased from $77.00 to $103.00. You were informed it was due to add-ons that you said you did not authorize. You requested a billing adjustment.
Our records show the add-ons, with the exception of the $7.00 device insurance, have been removed and you will be charged $77.00 in August 2024.
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
*****************************Customer Answer
Date: 07/30/2024
Complaint: 22030534
I am rejecting this response because why so many attempts and contacts to figure it out? But I'm sure you should see the transfer request and I have begun service elsewhere. All I would like is a partial refund from Sunday.
Sincerely,
****************************Business Response
Date: 08/12/2024
August 8, 2024
Ms. ****************************
**************************
******, ** 75115
Re: BBB Complaint #********
************ - *************
Dear ********************:
On August 7, 2024, we received your rebuttal, dated August 6, 2024, filed with the Better Business Bureau.
You expressed frustration with the amount of time it took to resolve your issue and requested a partial refund because you went to another provider.
Our records show you called in and requested to remove the add-ons on July 16, 2024, and they were removed the same day.
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. Your request for a partial 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, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer Answer
Date: 08/13/2024
Complaint: 22030534
I am rejecting this response because it was not removed the same day and furthermore the changes weren't authorized. You should review the calls and chats I attached to the complaint before making such inaccurate false statements
Sincerely,
****************************Initial Complaint
Date:07/23/2024
Type:Delivery 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.
Months ago I called boost mobile to change my shipping address and was advised by a representative that it was done, I placed and order for a phone and my phone was shipped to the wrong address because the boost representative failed to correct my shipping address, I called boost several times and was advised by different representatives to contact **** I contacted *** and was advised that boost mobile had put restrictions on my order and it was impossible to make any changes, boost mobile failed to assist me with my issue.Business Response
Date: 08/12/2024
August 7, 2024
Ms. *************************
********************
*******, FL 32835
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 23, 2024, we received your complaint, dated July 23, 2024, filed with the Better Business Bureau.
You stated that after purchasing a device, it was shipped to the incorrect address and you have been unable to receive assistance in correcting the issue. You requested delivery of the ordered device to the correct address.
When we spoke today, you confirmed that you have received the device you ordered.You stated this issue is resolved.
We regret any inconvenience.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
*****************************Customer Answer
Date: 08/12/2024
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.
Sincerely,
*************************Initial Complaint
Date:07/22/2024
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 placed an online on march 13 from the boost store there was a special on a ******* Galaxy A25 5G for 99.00.I received confirmation and noticed that it was going to be shipped to my old address when I noticed contacted Boost was told they couldnt do anything would have to contact *** which I did.Long story short I changed the address with boost and **** It took forever for the phone to come to the *** store where I live.When it finally arrived I never picked up the phone as I had went to the store a bought a phone.I have been a customer with ********************** for many years always paid my bill on time never had any problems until now.I have been waiting paitently as I was told that it takes several weeks for the phone to be returned back to them.I contacted *** and was told they phone was sent back to Boost.Contacted Boost was told they do not have the phone I never picked it up and I dont have the phone either.This is not right I would never lie about something like this.Business Response
Date: 08/05/2024
July 30, 2024
*********************************
*********************************************************
****************************
Re: BBB Complaint #********
************ - *************
Dear ************************:
On July 23, 2024, we received your complaint, dated July 22,2024, filed with the Better Business Bureau.
You said you ordered a device online, but you never picked it up because you got a device elsewhere. You said you have not received a refund despite the device being sent back to Boost Mobile.
I confirmed that on April 10, 2024, a refund of $108.74 was issued to the card ending in 5698. Please contact your financial institution for further assistance.
If there are any 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:07/22/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid my bill on July 15 at 10:44 online. My service was interrupted on Saturday July 20th. I called customer support to see what was going on with my account, to be told there was a dispute about a transaction back I February which I didn't have any knowledge of, and my service was interrupted because of that. Given that my mom was taken to the hospital I decided to go ahead and pay the additional 50 dollars but when I tried to make a payment online it said ****** dollars. I go to the nearest boost store to see if the amount was correct they said yes but they couldn't help me because I did everything online. So basically boost just took my money, suspended my service and said forget me.Business Response
Date: 08/05/2024
July 25, 2024
*******************************
***************
*******************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On July 23, 2024, we received your complaint, dated July 22,2024, filed with the Better Business Bureau.
You said you paid your bill on July 15, 2024, but your service was suspended on July 20, 2024, due to a charge back, which you had no knowledge of. When you attempted to pay the $50.00, a payment of $100.00 was required. You requested a refund.
Because the charge of $50.00 on July 19, 2024, was disputed,these funds were returned to the card used to make the payment, and the balance remained on the account. The chargeback also resulted in your account being suspended, as a $50.00 payment needed to be made.
Please note, the attachments you provided did not include payment dates.
Our records show you have since ported your phone number to a new provider. 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.
We apologize for the inconvenience.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Initial Complaint
Date:07/22/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July 17,2024 went into this boost store to inquire about my mothers phone line being suspended was told that she needed to email the back team which they did in the store returned on the 18th to check and see if they reviewed the complaint and got back to the store. They the back team did not , I was told to wait another day which I patiently did. I told the manager **** how about will call him the next day instead of coming to the store as it is not tht close to my home. So here it is Friday I am calling they answered me told me **** was in the restroom to call back I called back all day every single time he was in the restroom. I feel like that is not good business at all Ive been going to this location since they opened . I as a valued customer am hurt over how this business was conducted. They told me lies all dayBusiness Response
Date: 08/05/2024
July 30, 2024
**************** ******
***************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 24, 2024, we received your complaint, dated July 22,2024, filed with the Better Business Bureau (BBB).
You said that you were appalled by the customer service you received when you visited a store to inquire about your mothers account being suspended. You requested the BBB look into these customer service practices.
When we spoke earlier today, you said that your mother is in the process of switching carriers.
Boost Mobile retail stores are independently owned and operated; therefore, they set their own policies and procedures. Our *********************** Team will review this matter.
We regret any inconvenience.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************
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