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
- 4,963 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:06/07/2024
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.
I ordered a phone on 6/4/24. As soon as I hit the order button I realized that I hadn't changed my address with Boost, who I had been a customer of for several years. I called right away and they told me that the product that I had just ordered was going to be sent to my old address in ********. I now reside in **********. I asked if it was possible to change the ship to address and was told that wasn't within their capabilities. So I asked if I could cancel the order and was told that I couldn't do that either. I asked for a supervisor and was told the same thing. I was told to contact *** and change the ship to address. I tried to do that and that isn't possible unless the shipper, which was Boost, allows that. Which they did not. So I paid $158.99 for a product going to the wrong address with no way to correct it.Business Response
Date: 06/17/2024
June 11, 2024
*******************************
***************
************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
You stated that on June 4, 2024, you placed an order;however, after placing it you realized you did not update the address. You contacted customer service, but they were unable to change the address or cancel the order. You requested a refund.
Boost Mobile is unable to cancel or change orders once they are placed. As our records indicate the phone was delivered to the address you provided during the ordering process, we are unable to issue a refund.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*****************************Customer Answer
Date: 06/19/2024
Complaint: ********our customer
I am rejecting this response because: I find it very hard to believe that a company as large as Boost does not have the ability to change an order or cancel an order within 30 minutes of being placed. I can't believe that I am the first or the last person that this has or will happen to again and suggest that Boost change the way they do business. To expect someone to pay for a product they won't receive in my opinion is silly. I admit it was my mistake but to have no option to correct it within 30 minutes is just simply bad business on your part. I also wonder why you don't double check the shipping address and debit card number before the order is placed or check the address or zip code on the debit card which would have been incorrect and the order would not have went through. I have been a customer for over 3 years and was referred to by your customer service as family. I am no longer a customer of yours and choose not to be a part of your family.
Sincerely,
***************************Initial Complaint
Date:06/07/2024
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.
i broke my phone last night so i went to boostmobile.com to see if i could order a phone.i saw that i was eligible for an upgrade so i found a phone a celero for $9.99.i was not sent any corresponding messagr or email.i called today to get my order number and i have called over 10 times and i still havent got it.my monthly bill is $50.when i checked my account,it says my payment is now only $39 and some change.my total foe order with tax was $10 and change so when i add that to my monthly bill which is now $39+,it comes to $50 so instead of putting it to the new phone,they took it off my bill.i checked back the website and the same phine i ordered for 9.99 is now ******.i got tired of these useless foreigners that cant speak or understand english hanging up on me or putting me on hold and not coming back.i got a supervisor a couple of times but they are even more worse than the regular agents.im so fed up with it,i asked for my account and pin number so i can leave and go to a different carrier nd i was given a hard time by agents and supervisors and i still didnt get my account or pin number and the same thing happened before.they make me ogfers to stay and when i refuse,they run me around and not give me my account or pin.they do all this messing around to keep you there.i wish i had took a screen shot of the phone and price but i didnt expect to get cheated.so,with nearly ********************************************* my account and pin number.Business Response
Date: 07/01/2024
June 27, 2024
*******************************
************************************** 4
******, PA 18507
Re: BBB Complaint #********
************ - *************
Dear **********************:
On June 10, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
You said that you purchased a phone for $9.99, but it posted to your account as a payment instead. When you revisited the website, the price had increased to $149.00. You requested to cancel your service, but you were not given the information necessary to port out your phone number.
Because you purchased the phone through the upgrade feature on your account, the funds posted to the account ledger, which was used to pay for the phone. In addition, *** tracking shows the phone was delivered to your address.
If you still wish to cancel your service and port out your phone number,you will need your account number, ************, and port-out PIN, ******.
Please note, as the phone has a Manufacturers Suggested Retail Price (MSRP) of $159.99, it must be active on a Boost Mobile account for 12 consecutive, uninterrupted months before it is eligible to be unlocked to use with another carrier.
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: 07/03/2024
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.i ******** the phone for 9.99 as specified.
Sincerely,
***************************Initial Complaint
Date:06/07/2024
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.
I pay $42.00 month for 10gb. When I got down to 5gb, Boost informed me I would have to pay $5.00 for 2gb. That bought my monthly bill to $47. Now if I want to get back to 10 gb that I originally had I will have to pay $25 more which will make my bill be $72. This is a total ripoff. I just want my original plan back. The phone isn't the greatest, it doesn't hold a charge for more than a day, it gets hot while charging. Several months ago Boost stated I needed more GB's. I paid for them but they removed the charges and put back the 10GB on. Why can't they do that now. The representative I spoke with said that couldn't be done and to just keep buying more GB's which would increase monthly bill.Business Response
Date: 06/18/2024
June 12, 2024
Ms. ***********************
************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 7, 2024, we received your complaint, dated June 7,2024, filed with the Better Business Bureau.
You said you pay $42.00 per month for your plan, which includes 10 GB of data. You had to pay $5.00 for 2 GB of data, which brought your bill up to $47.00 per month. You stated that you would have to pay an additional $25.00 per month in order to receive the original 10 GB of data. You requested a billing adjustment and to be placed on your original plan. You also indicated your device does not hold a charge and gets hot.
You are currently on the $35.00 per month plan, which includes 10 GB of data. You are also paying for device insurance. You added a 5 GB recurring data pack to your account, which increases your bill to $47.00 per month, but you may remove this at any time to bring your bill back down to $42.00 per month. You may purchase one-time data packs, which are not added on to your account automatically and require one upfront payment. If you remove the data packs, your bill will not increase.
Your request for a billing adjustment has been declined.
If you have concerns about your device, we recommend that you visit a local retail store, so the condition of it can be evaluated.
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:06/06/2024
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.
Charged a device setup fee after being told it would be waved. Charged for insurance on phone without being asked if I wanted it or not.Business Response
Date: 07/03/2024
July 2, 2024
***********************************
3714 ***********
*********, ** 61822
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 10, 2024, we received your complaint, dated June 6,2024, filed with the Better Business Bureau.
You said you were charged a device setup fee even though you were told it would be waived. You were also unaware you were charged for insurance.In addition, you expressed concern with the customer service you received,stating the agent stopped your activation.
Based on the receipts you provided, you were not charged an activation fee, as promised: the amount stated next to this item shows $0.00.You were charged for the $35.00 setup fee, which is valid.
As a courtesy, I applied a one-time credit of $12.00 to your account to cover the first month of Boost ****************** You may remove this at any time.
We strive to provide excellent customer service and we regret that your experience was unfavorable. I escalated your issue to our retail escalations team for internal 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, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*****************************Initial Complaint
Date:06/05/2024
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 had no phone service for the month of May 2024. I called to cancel service for month of June 2024 and get a refund. Instead of doing as I asked another months payment was taken out of my account. I have had ********************** for 8 years. The last 5 years I have had poor service and have tried to work with Boost to rectify the situation to no avail they have taken ***** in the last two months and say they cannot reimburse me. Please help with this situation as I am on a fixed income.Business Response
Date: 06/26/2024
June 19, 2024
*******************************
PO Box 84
Chalmers, IN 47978
Re: BBB Complaint #********
************ - *************
Dear **********************:
On June 5, 2024, we received your complaint, dated June 5,2024, filed with the Better Business Bureau.
You said that you had no service for the entire month of May ******************************************* June 2024. However, instead of canceling, another payment was withdrawn from your account. Therefore, you requested a refund for the past two payments, totaling $90.00.
Boost Mobile policy states that once a payment posts to an account, it is nonrefundable.
A review of your account found that you called on May 29, 2024, due to service issues. This is the only interaction you had since January 24, 2024. Our records show that you did request cancellation on June 5, 2024, and the last payment taken was on June 3, 2024.
As an exception, I submitted a refund for one of the $45.00 payments. Your phone is unlocked and can be used with another carrier.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Initial Complaint
Date:06/05/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
********************* went into the boost store in ****** to pay for my service and they said it was canceled I need to get another phone and plan ...they would not sell me a sim card ...than I payed about 200$ and got the 50$ plan...cause she said it should be enough data which it was but I didn't need that much also the ******** g I bought is so slow and lags and it's brand new ...I went in and the lady was **** and said that it's company policy and I should of done my research on the phone and data ...I just want my money back or a different phone ( I'll pay more that's not the issue)....it's so confusing and guarantee if u look into it the retail stores is a scam and is making the boost name Look bad....thank u idk if anyone will get back to me but atleast I triedBusiness Response
Date: 07/01/2024
June 28, 2024
***********************
***************103C
********, HI 96817
Re: BBB Complaint #********
************ - *************
Dear ************:
On June 5, 2024, we received your complaint, dated June 5,2024, filed with the Better Business Bureau.
You said you visited a Boost Mobile store to reinstate your service with a payment, but you were told your account was canceled and you would need to get a new phone and plan. You paid $200.00 for a Moto G phone and $50.00 for a monthly service plan. You later tried to return the device for a refund, but they refused to allow it to be returned.
My attempts to contact you at ************** on June 27 and 28, 2024, were unsuccessful, but I was able to leave a voice message with my contact information. I also sent an email to you at *********************** with a request to contact me.
Boost Mobile retail stores are independently owned and operated, and although they are subject to specific franchise service level agreements, they set their own, individual policies and procedures regarding products and services separate from Boost Mobile Wireless. You will need to contact the store in question to dispute the purchase. However, I want to forward your complaint to my retail escalation team, and I need to obtain specific information on the store location and a copy of your purchase receipt.Please contact me at ************** or *********************** to provide me with this information.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**********************************350
******,CO 80210
*****************************Initial Complaint
Date:06/05/2024
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.
On June3, 2024, an unauthorized cell phone (recurring) payment of $58.00 was debited from my account by this company. As i explained, i normally make payments using the Boost Mobile app for my former cell phone number ************. This month i didn't make a payment because I lost the phone several weeks ago with that number and had difficulty getting it replaced by the company (even though I had insurance). I got a new phone (and number) with a new provider; hence my reason for not making payment this month (usually due on the 1st of the month). I felt my non payment would close the account as it has been in the past when I've been late. When I called the company to advise them of this (illegal) transaction, i was informed that "due to policy, I am unable to be refunded!" This didn't make sense to me and I asked to speak to a supervisor for further clarification. I was hung up on.Business Response
Date: 06/19/2024
June 17, 2024
***************************
10440 Plantain Ct.
*********, NC 28213
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 5, 2024, we received your complaint, dated June 5, 2024, filed with the Better Business Bureau.
You stated that after switching to a new provider, you received an unauthorized recurring charge for the Boost Mobile prepaid service you no longer intended to use. You requested a $58.00 refund.
Our records indicate your account was enrolled in automatic payments. When a payment is made prior to the deduction date, no draft will be made. On June 5, 2024,you spoke with customer service, and removed automatic payments from your account, while simultaneously requesting a refund of the payment. As Boost Mobile is a prepaid service, all payments made are final.
Nevertheless,an exception has been made to issue a $58.00 refund to the card on file. Please allow up to ten business days for processing.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Customer Answer
Date: 06/20/2024
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:06/05/2024
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 May 18 I was offered a credit of one month's service to stay with the cellphone service provider as a final offer after I receive the account information and now my service was disconnected due to none paymentBusiness Response
Date: 06/26/2024
June 24, 2024
Ms. *************************
********************. 171B
*******, MS ********************************************************************** BBB Complaint #********
*************
Dear ******************:
On June 5, 2024, we received your complaint, dated June 3,2024, filed with the Better Business Bureau.
You stated that you were offered a credit for one month of service, but it was not applied to your account; therefore, your service was suspended due to non-payment. You requested a billing adjustment.
We spoke by telephone on June 21, 2024. I advised you that I listened to the call recording and found you had declined the credit in question. I offered you a $25.00 courtesy credit, equivalent to one month of service for one line. You accepted this resolution.
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:06/04/2024
Type:Service or Repair 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.
On May 23rd I went in to ************************************* to transfer from Metro to Boost Mobile looking to lower my monthly burdens. I let the lady know that I wanted to keep my phone number, get a new phone, and get the $25 dollar unlimited plan. The lady upsold me to the unlimited plan $50 and promised that I would be able to switch to the $25 plan the next month if I didn't like it. ( She also told me she gave me insurance for free for the 1st month also a lie). I asked the lady if she was sure I'll be able to switch and she looked in the face and said yes. Fast forward to today I call the customer service number and they inform me that I have been lied to there is nothing they can do. I asked to speak with a supervisor my request was denied the lady on the phone then told me that I could get new line but I would lose my number. After my second request to speak with a supervisor I was transferred to *****. She also told there was nothing they could do for me. I asked if I could get a credit since I was trapped for the next 12 months if I wanted to keep my phone number. That request was also denied I asked to speak with her boss she told there is no one above her. My goal was to ease my financial burdens by only paying $300 a year under the $25 plan but now I am stuck paying $600 a year under the $50 dollar plan. I do not understand why this associate is able to get away with lying and why customer service doesn't care about their customers getting taken advantage of. Overall I a deeply disappointed by this company behaviorsBusiness Response
Date: 06/28/2024
June 26, 2024
***********************
****************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 4, 2024, we received your complaint, dated June 4,2024, filed with the Better Business Bureau.
You said you went to a Boost Mobile retail store to initiate service on our $25.00 unlimited plan. However, the store employee talked you into the $50.00 unlimited plan, and said you could switch to the lower-priced plan once the account was activated. You later contacted us to do just that, and you were told this was for new customers only.
When we spoke on June 26, 2024, I explained that when a device is purchased at a discount rate, it requires activation on a higher-priced service plan. As an exception, I changed your plan to our $25.00 unlimited plan.I also applied a $25.00 credit to your account for the confusion.
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
*****************************Customer Answer
Date: 06/28/2024
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:06/04/2024
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.
4/16/24. Joined Boost Infinite. Ordered new phone. Phone was defective. Returned phone and they sent a new one that turned out to be defective as well. Returned phone. Was told by Supervisor ************ that they do not reimburse for returns even if defective equipment. ($13.50 x 2 = $27.00) We should have been advised in advance that they would not be responsible for THEIR defective equipment.Business Response
Date: 06/07/2024
June 6, 2024
*********************************
**************
******, SC 29018
Re: BBB Complaint #********
*************
Dear **********************:
On June 4, 2024, we received your complaint, dated June 4, 2024,filed with the Better Business Bureau.
You stated that you ordered a defective device. You returned it and got another one that was also defective. You stated that Boost Infinite should be responsible. You requested to receive a refund of $27.00 for the two devices.
********************** does not manufacture the devices you purchased. Please contact ******** for questions regarding the quality of their devices.
Our records indicate that the first device was returned and a refund of $38.30 was processed. The return authorization for the second device is in process, and a refund will be issued once it is checked in successfully at the warehouse.
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
********************************************
******,CO 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
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