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

4,969 total complaints in the last 3 years.
1,516 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:07/10/2024
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.
when i got the servicei wanted the ***** plan like i told them. and i get a text saying *****. i dont even pay 68 for my main phone lie so why would i pay ***** for this plan. **************** is terrible if i would have known this i would have went to metro pcs. Never paid this much for a service and i get a run around saying the store can change it an then i get there an they say customer service can do it im not for the games i need someone to call me asap. *************
Business Response
Date: 07/23/2024
July 13, 2024

*************************
***************************************. SE
*******, ********

Re:          BBB Complaint #********
                705080531107-2024-07-15265

Dear ************:

On July 11, 2024, we received your complaint, dated July 10,2024, filed with the Better Business Bureau.

You stated that when you signed up for the service you wanted the $25.00 monthly plan, but you received a text informing you the plan is $68.00 per month. You indicated that you do not pay this for your other account. You requested your plan be changed to the $30.00 monthly one.

Our records indicate that as you purchased the iPhone 11 at a highly discounted rate, the lowest plan we show available is the $60.00 monthly plan. Please note that a Boost Mobile retail store *** have additional plans only available in-store.

As the $30.00 monthly plan is not available, we decline your request to make this change.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                **************************;
Initial Complaint
Date:07/10/2024
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.
My mother contacted a boost mobile over phone to get her number swapped to a new phone. The service member mistakenly removed my number from my phone and transferred it to hers and weve spent many hours talking with them and the issue has not been reversed. So we are both with out cell service and they wont reimburse us for new **** cards that they caused us to have to get. The last person I talked to was online chat through there website and she said its not there fault that if I want service now I need to go buy a SIM card. She then immediately ended the chat after arguing with me about it. Im extremely upset about the whole situation when my phone and my number should not have been involved. They messed up on there end and now want me to pay for it not to mention completely disregard the situation.
Business Response
Date: 08/05/2024
August 1, 2024

***********************************
**************************************************************

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

Dear ************************:

On July 11, 2024, we received your complaint, dated July 10,2024, filed with the Better Business Bureau.

You said your mother attempted to swap her phone number to a new device, but your phone number was transferred to your mothers phone instead. You expressed frustration with not being reimbursed for the *** cards you purchased. You also expressed concern with the customer service you received. You requested a billing adjustment.

Your account was impacted by a systematic issue that our teams are diligently working on to fix; however, there is currently no estimated time when the issue will be resolved.

As a courtesy, I applied a one-time credit of $15.00 to your account for the *** cards you purchased.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate 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:07/10/2024
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 filled out all the things I was told to. They took my money now days later when I had received no phones decided I was ineligible and still have no refund of my funds
Business Response
Date: 07/17/2024
July 16, 2024

*******************************
***********************************************************;

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

Dear ****************:

On July 10, 2024, we received your complaint, dated July 10, 2024, filed with the Better Business Bureau.

You said you paid for service, but you did not receive your devices and then you were informed you were not eligible. You requested a refund.

Our records show the devices you ordered on July 12,2024, were returned on July 15, 2024. A refund of $228.00 will be submitted once they are inspected. Please allow two to five business days from the 15th for this refund to be processed.

Please contact me directly at ************** or ********************* if you would like to be updated on the refund status.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Customer Answer
Date: 07/17/2024

Complaint: 21970309

I am rejecting this response because: the devices never even made it to me so what are we waiting for them to be inspected for?

Sincerely,

***************************
Business Response
Date: 07/24/2024
July 24, 2024

*******************************
****************************************************

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

Dear ****************:

On July 22, 2024, we received your rebuttal, dated July 19,2024, filed with the Better Business Bureau.

You rejected my response because you did not understand why you needed to wait for the devices to pass inspection before receiving your refund, as you never received them.

The inspection is part of the return process for the devices regardless of whether you received them or not. I confirmed both devices were received and inspected; therefore, you were issued a refund of $228.00 on July 18, 2024. Please contact your financial institution for further assistance.

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

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

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

                *****************************
Initial Complaint
Date:07/10/2024
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 received the I phone 15 plus on July 3rd 2024.. on July 7th I contacted boost to let them know I would like to return the phone. I was on the phone for an hour. They created a ticket and told me I would receive an email with return slip in 24 hours. I received nothing. I contacted boost twice yesterday and was told it would take several days instead of 24 hours. To which I replied would be past the return policy what am I supposed to do? I was told sorry for the inconvenience and was disconnected from the chat on the first contact when I asked to speak with a supervisor.
Business Response
Date: 07/30/2024
July 25, 2024

***********************
****************
***********, ** 61704

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

Dear ****************:

On July 10, 2024, we received your complaint, dated July 10,2024, filed with the Better Business Bureau.

You said that on July 3, 2024, you ordered an iPhone 15 Plus.On July 7, 2024, you contacted us to return it. When you did not receive a return label, you contacted us again and you were told that you would receive the label after several days. This would put you past the return policy, so you were left without a resolution to your issue. You requested to be refunded for your purchase.

Our records confirm that on July 1, 2024, you were charged $1,011.36 for the purchase of an iPhone 15 Plus. On July 15, 2024, the device was returned and a refund of $1,011.36 applied to your account. On July *******, two additional credits of $50.00 and $39.71 were applied for customer satisfaction due to the delay in you receiving a return label.

We apologize for any inconvenience 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, L.L.C.

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

              *********************
Customer Answer
Date: 08/02/2024

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:07/09/2024
Type:Delivery 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 ordered a phone from boost mobile for $169 and it was delivered to the wrong address because a boost mobile Rep did not properly update my new address. When I called company I was told that I need to file a claim with **** *** said that I need to go to the sender as the delivery was made to the address that boost mobile put in. I was told by supervisor ***** employee ID N1F at ********************** number that there was nothing they can do and that I had no resolution to the lost phone and $169. I asked for a corporate number and was denied. No claim ID was given to me by boost mobile employee and problem is still unresolved. I want my money back or a phone reshipped as it was an error on a boost mobile representative for not updating my address.
Business Response
Date: 07/23/2024
July 12, 2024

*******************************
849 ******* Ct.
****************

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

Dear ******************:

On July 10, 2024, we received your complaint, dated July 9,2024, filed with the Better Business Bureau.

You stated that you ordered a phone for $169.00. It was delivered to the wrong address, as a customer care agent did not update the address as you requested. You mentioned that when you reached out to customer care, they advised you to contact **** however, *** advised you to contact us,as the delivery was completed to the address on the order. You requested a refund

We are unable to validate your claim that you requested the account address to be updated prior to the order being placed on July 2, 2024.Customer care received a request on July 9, 2024, to update your shipping address.

Please note that the order, 9470-455382-0298, is showing as placed online. During the ordering process, it does have you verify information,including the address.

As the device shows it was delivered to the address you provided during the ordering process, we are unable to provide a refund.

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:07/09/2024
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.
On June 21/2024 I purchased a $16 phone plan from boost for 5gb of data plus unlimited talk and text. 6/25/24 the *** card arrived and I activated the card with the help of boost. We were very busy with company for a couple of days and so my son did not use his phone alot. After, he came to me on the 28th saying he can't go online, nor access any ****** features as well as missing calls and texts from his friends. I called boost and spent 3 hours trouble shooting the issue with 3 different people. I had asked for a new *** card and they said they have to send it up to escalations first and I had to be patient. Couple of days later I called back and asked for a *** card yet again since there was nothing still on the phone. This time I was granted the *** card that would take 2 days to arrive. I had repeatedly asked for compensation.. refund the time we are not able to use the phone. I was always told they can do nothing until it is up and running. 3 days later I call stating I had not received an email with tracking showing it was sent. I was told to be patient again. I asked for compensation again and was told not until it is up and running. I asked again about the escalation, they knew nothing. I called back on the 8th and asked for account number with pin and to cancel the whole thing as I had still not received the *** card. I transferred companies and asked for a refund since the phone did not properly work from the start and it actually did a complete crash to my son's phone loosing some of his content work ********** I just wanted my money back since the *** card was corrupt..they said that could only happen in the first 10 days. I had been trying to get compensated since the 3rd day in. They are thieves. They tell you to wait until the 10 days are up. I just want my money back. I did the work, they didn't provide the service. Scam. The last lady said they had a lot of the same issues in June (internet was frozen) Scam.
Business Response
Date: 07/30/2024
July 19, 2024

*********************************
*****************
************, ********

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

Dear ********************:

On July 10, 2024, we received your complaint, dated July 9,2024, filed with the Better Business Bureau.

You said that you purchased a $16.00 monthly phone plan on June 21, 2024, for your son, but after activating it, it did not work. You requested a new SIM card,but one never arrived; therefore, you switched carriers and requested a refund,but it was denied.

After a review of the account records, I requested a refund for the $16.35 payment made on June 21, 2024.

I 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:07/09/2024
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.
Hello,Started service in March 2024 with Boost Infinite. Since the day that I started service there have been connectivity issues, including dropped calls, missed messages, etc.Reached out in June 2024 to report issues and was walked through a service update with a representative which did absolutely nothing.Reached out in 07/9/24 to inform them that I would like to cancel service due to their lack of accountability and return my phone that is in perfect condition to them. They are giving me the run around saying that I can not return the phone or I will be charged for the remaining balance.I have literally been paying $90 a month for the worst service on the planet. Whatever you do do not get Infinite Boost, they are not even based in the country and they give you the runaround on every single call
Business Response
Date: 07/15/2024
July 12, 2024

Mr. *****************************
RI 02832

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

Dear ********************:

On July 9, 2024, we received your complaint, dated July 9, 2024,filed with the Better Business Bureau.

You stated that you have experienced technical issues with the service since you signed up in March of 2024. You called on July 9, 2024,to cancel the service and return the device, but found that you were beyond the deadline to do so. You expressed concern, as the device is financed. You requested assistance.

We spoke by telephone on July 12, 2024. I offered to see if we could correct the technical issues, but you said that you needed a phone for your business and already went with another service. You are not using the Boost Infinite service at all. I will arrange for the return of the device and the cancellation of the account.

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

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.

cc:           ****** /******* Better Business Bureau
                **********************************350
                ******,CO 80210

                *********************
Customer Answer
Date: 07/15/2024

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:07/09/2024
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.
My phone was disconnected so therefore I made a payment through Cashapp on June ******* for $27.19 and my service still wasnt restored. I then made a payment with an agent on July 1st for $31.19 as of today I still have no service and its been over a week. Every time I call they say a they put a ticket in but nothing is being done. I asked for a refund and they refunded me the $27.19 but kept the other payment. I asked for my account number and the transfer pin and I keep getting the run around. I pray that I can get some resolution to this issue.My phone number is ***********.
Business Response
Date: 07/23/2024
July 12, 2024

*************************
*************************************************************

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

Dear **************:

On July 9, 2024, we received your complaint, dated July 9,2024, filed with the Better Business Bureau.

You said your service was suspended after making payments of $27.19 and $31.19 and it has not been restored. You indicated customer care was unable to help you and you were also unable to obtain your port-out information.

When we spoke, you informed me you received your port-out PIN, but you requested to keep your service and it is currently active.

I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate 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:07/08/2024
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.
Monday July 8th. I am being charge 80 dollars a month for 2 phones with unlimited talk and text. First line is 50 and second line is 30 more. I get a 5 dollar credit for auto pay so my bill is really 75. On the website it states new customers get what I get for ***** a month. Pretty annoying considering I've been a customer for over a decade but get treated worse than new people with a higher price. However it states below that I can switch to a 25 dollar a month plan. So my bill should be 50 dollars for 2 phones. I am bein over charged by 25 dollars each month. That is 300 dollars extra a year. Sure it isn't much but for being a loyal customer you would think I'd get the better deal for the amount of phones I've bought and the fact for 10 plus years I've paid every month on time never late. I talked to about 12 different people and they all give me the run around with poor customer service. There is also currently an outage in my area so I'm paying more money than your average *** for a service that isn't usable. I want the better price of 50 a month. It is clearly stated that it is for existing customers yet I was repeatedly told they can't due that on my account. There is asterisks and little marks everywhere with no details on what they mean. I feel like I am being scammed and pushed around by a service provider that is dropping the ball. At the very least I'd like for them to meet me in the middle at like 60 or so. I feel like that is reasonable. I attached the pictures with what I'm talking about clearly highlighted. They have a 1 star on BBB which should speak for itself.
Business Response
Date: 07/31/2024
July 30, 2024

*************************
MI 49009

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

Dear ****************:

On July 9, 2024, we received your complaint, dated July 8,2024, filed with the Better Business Bureau.

You stated that you have two lines and your monthly rate is $80.00 per month. You have seen advertising for plans that are much lower in price. You requested that both of your lines be changed to the $25.00 unlimited plan.

My attempt to contact you by phone on July 30, 2024, was unsuccessful, but I left a voicemail.

In my message, I informed you that a review of your account confirms that both lines are eligible to be switched to our $25.00 unlimited plan. I suggested that you change it through our BoostOne application, but feel free to call me directly for assistance.

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: 08/01/2024

Complaint: 21959545

I am rejecting this response because:
I have called multiple times, talked on the chat on website. You finally want to do something for me after I complained. Glad your owning up to your mistake but I'm beyond annoyed at the fact your employees told me the opposite of what you said. Shady business practice. Your gonna save me 25 dollars a month all of a sudden? Like this is the problem I'm talking about. Scamming people until they fight back is wild. Also my phone never rang or showed a missed call. They didn't want to talk to me and dialed it straight to voicemail. I'll change my plan but I'm not changing my review of this terrible company and I would not recommend you guys to anyone
Sincerely,

*********************
Initial Complaint
Date:07/08/2024
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 July 3 or 4 of 2024 75 dollars and ************************************************** 3976 I did not authorize these charges they were made online and I would like my card refunded back it's my social security money and I don't have a boost mobile account
Business Response
Date: 08/01/2024
August 1, 2024

***********************************
****************
*******, MS ********************************************************************** BBB Complaint #********
                *************

Dear ********************:

On July 9, 2024, we received your complaint, dated July 8, 2024, filed with the Better Business Bureau.

You stated that on or around July 3, 2024, $75.00 and $68.00 were withdrawn from your debit card, despite you not having a Boost Mobile account. You requested these charges be refunded.

I was unable to locate any payments with the information provided. As you do not currently have an active Boost Mobile account, we recommend that you contact your financial institution for assistance.

If you would like to provide additional documentation supporting your request,please contact me directly at **************.

Sincerely,

***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                *****************************

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