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
- 4,971 total complaints in the last 3 years.
- 1,524 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:07/09/2025
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.
My phone service does not work. I have called them multiple times (even from land line phones) and have been hung up on saying they can not hear me. Have not been able to fix my phone after more than 5 hrs and at least 20 calls on phone with them. Now they say it's my Sim card but random things will come through like telling me I have voice mail. From around 10pm- 6pm the next day phone shows no service, emergency calls only and shows a circle with a line through it. Then from 6pm til around 10pm it shows 2 bars and that it works but no one can hear me. This is not just my phone. It is there service! My phone has not worked for 4 days. So I asked if I can be refunded money I just paid 4 days ago to be refunded, since it has not worked since my last payment and I will go to a different provider and was told no. They said they have fixed it. I asked how if it still does not work? And was hung up on. Im going in circles with them and require a working phone for my job. This is not OK.Business Response
Date: 07/31/2025
July 23, 2025
Ms. ******* ******
*******************
Dowagiac, MI 49047
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 10, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You said that you are having problems with people being able to hear you and vice versa. Although you have had numerous calls with customer care, the issue has not been resolved. Therefore, you request a refund.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************),coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls,and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
However, as stated in my email to you, one of the options is to switch your network. I can also provide the information you need to switch to another carrier. As a courtesy, I applied an additional credit of $35.38 to your account. This, along with the $15.00 credit applied on July 9, 2025, will cover the next two months of 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:07/09/2025
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 used to work for boost a week ago. I say this because I know how our systems work and how they messed my boost account up.They record all calls and I know if you request my calls from then you will hear them admit to the mistake.I requested a transfer pin and to cancel a few lines we arent using anymore.Instead they removed my number instantly and to the point I can NOT recover the number. It is attached to several important things such as bank info and my stock trading.Over the course of the call to correct this they fully admitted several things.1. My service was shut off a full day early.2. My numbers were not transferred and should have remained on the boost account for 90 days minimum to give me time to transfer out. (Note: I know this because I worked there for over 6 months and left on GOOD terms, two week notice and everything and I left to take a vacation out of country for a few months)3. They claimed there is nothing they can do and told me I would be receiving a call back within the hour and I still have not received the call over 24 hours later.Business Response
Date: 07/31/2025
July 29, 2025
Mr.***** *******
************************************
Re: BBB Complaint #********
*************
Dear Mr. ****************** July 10, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You stated that you requested a transfer PIN and to cancel a few lines that were not in use. You said that the lines were cancelled immediately with no ability to restore them. You requested that the lines be restored.
Our records indicate that you called customer care on June 30, 2025, and requested port out PINs for two lines. These port out PINs expired after four days and were not used within that timeline.
On July 7, 2025, you contacted customer care and requested three lines on the account to be disconnected at the next billing cycle. The billing cycle was from June 8, 2025, through July 7, 2025.This caused the three lines to be disconnected later in the day on July ******. Unfortunately, it is not possible to restore these lines.
We apologize for any inconvenience you may have experienced.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
***** *****Customer Answer
Date: 08/04/2025
Complaint: 23578546
I am rejecting this response because: you should have the ability to restore my number, there is NO EXCUSE and NO REASON why my number was unable to be restored. I worked for this company for over 6 months so I know how it works. If you actually reviewed the calls you will also know that one of the workers admitted to canceling it early and nobody could figure out why. At this point you are targeting me as a former employee. If your backend team is so bad you cant even access your own data base you should not be allowed to port someones number in as you take zero liability.The bare minimum is someone needs to know why the phone line could not be restored and NOBODY at boost can offer an explanation. The line should have read disconnected- eligible to reactivate as Ive done NOTHING against the terms and services to be refused service.
You lost a number that has caused me large amounts of grief and have zero explanation for why.
Sincerely,
***** *******ex-account security *** for the Tulsa branch.
Initial Complaint
Date:07/09/2025
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 on vacation a lost my boost SIM card. Returned to the ***, call boost CS on 5/11/25 to cancel my account, account was cancelled. Fast forward to today 7/9/25, I saw a pending charge of $46 on my bank account. Called ********************** to find out whats going on, I was told they couldnt help me after verification of identity; who told me she couldnt give me my telephone number. Got transferred to cancellation ***** I was told he couldnt pull up my account. Now Im stuck paying for a product Im not using, have no interest utilizing.Business Response
Date: 07/15/2025
July 11, 2025
Ms.Mynah ******
******************************************** D
***********, FL 32065
Re: BBB Complaint #********
*************
Dear Ms. ***************** July 9, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You said you called in May 2025 to cancel your service, but you were charged $46.00 on July 9, 2025. You indicated that you received no assistance from customer care because you were unable to verify your account.
When we spoke, you said that you did not want to keep the phone numbers ending in 5884 and 1619. These lines were canceled at your request. A $46.05 refund was issued to your card ending in 1307. Please allow 3-5 business days for processing and delivery.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account.If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.Please note: this has no effect on your service.
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
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********Initial Complaint
Date:07/09/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered the sim cards June 27 & received them on the 2nd.I ported my number from Cricket wireless to boost.I lost cell service on the July 3 & back on July 5 by going back to Cricket Wireless.Boost Mobile customer service is horrible.Business Response
Date: 07/31/2025
July 24, 2025
Ms. ******* *** *****
********************
Murrells Inlet, SC 29576
Re: BBB Complaint #********
************** -2025-07-13919
Dear Ms. **************** July 9, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You said that on June 27, 2025, you ordered SIM cards from Boost Mobile and ported your phone number over. You lost service on July 3, 2025, and you went back to your previous service provider on July 5, 2025, but you have been unable to procure a refund.
When we spoke today, July 24, 2025, I informed you that a review of your account indicates a $40.08 refund was initiated July 9, 2025, for the payment made. However, the refund process was not completed since you stated the payment card was no longer valid and you would need a paper check. Our system requires the refund to be processed by the original payment method. If it is not accepted by your financial institution, a paper check will be mailed out to you.
I submitted a new request for the $40.08 refund; please allow up to two weeks for processing.
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,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/09/2025
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.
I paid my call phone bill for the month but the new phone they sent me ***** work with the **** card so when the insurance company sent me a credit the physical store said they couldnt take the card or look at my account without me paying the bill so I paid the bill and had to wait for another phone and when I got the phone and activated it they would not honor the $65 I already paid for my bill and told me they couldnt t answer the plan to the new phone because the billing cycle started but the store rep ***** mention any of this so I gave them $65 for nothing and I want it credited to my next bill.Business Response
Date: 08/01/2025
July 23, 2025
Mr. ****** *****
***************
************************;
Re: BBB Complaint #********
************** - *************
Dear Mr. **************** July 11, 2025, we received your complaint, dated July 9, 2025, filed with the Better Business Bureau.
You said that when you put the *** card into your new phone,it did not work; therefore the insurance company sent you a credit, which was placed on a card for use at a retail store location. The store representative there informed you that you would first need to make a $65.00 payment before anything could be done, which you paid. However, after receiving the replacement phone,the store would not honor the $65.00 you had already paid because a new billing cycle just started.
The payment in question was applied to an entirely different account ending in 7623, with a different phone number ending in 1965, in your name. We cannot transfer payments from one account to another. You would need to work directly with the store in question for a credit/refund.
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: 08/04/2025
Complaint: 23573760
I am rejecting this response because:
Sincerely,
****** ***** **Initial Complaint
Date:07/08/2025
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.
I switched to Boost Mobile in May 2025 after seeing a promotion that offered an iPhone 13 for $100 if I switched providers in-store. According to the store representative, I would only need to remain on their premium plan for 3 months. I have now made those 3 payments, but when I asked Boost about canceling the service or paying off the phone, I was told Im locked into a 12-month plan, something I was never informed about at purchase.I contacted customer service multiple times and was told the store that sold me the phone was independently run, so they could not provide details about my contract. When I contacted the store, I was told they didnt remember the promotion, couldnt help me unless I came in person, and suggested I call random other Boost stores for help.I am now paying $72 a month for a plan I no longer want, with no way to confirm my remaining obligation or even whether I still owe money on the phone.Boost has failed to provide any clear, written information about my contract. I simply want to know:What I actually agreed to When I can switch plans or cancel Whether I can pay off the phone and move on I have chat screenshots and my original receipt to support this claim. I believe this is an issue of deceptive advertising, lack of contract transparency, and poor customer support.Business Response
Date: 07/31/2025
July 19, 2025
Ms. ****** Vanbaba
***************************
**********, ** 22315
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** July 9, 2025, we received your complaint, dated July 8, 2025,filed with the Better Business Bureau.
You said that when you purchased your phone, you were advised you would have had to keep our Premium plan for three months; however, when you inquired as to when you would be able to change your plan, you were told you were under a 12-month contract. You request that we allow you to change your plan after three months, as advised.
When we spoke by phone today, I informed you that you are not under a contract with Boost Mobile; however, the device you purchased does have a 12-month plan requirement. I agreed to forward the details to our retail team for internal investigation once you forward me a copy of your receipt.
Unfortunately, you do not have the option to pay off the device,as you are not financing it.
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: 08/06/2025
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.Someone from Boost Mobile reached out to me and helped me through my situation. They were able to help me lower my bill and answered the questions I had to the best of their ability.
Thank you for the support and for following up.
Sincerely,
****** VanbabaInitial Complaint
Date:07/07/2025
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.
On or about May 14, 2025 I bought phone services and accessories from Boost Mobile. The services is the worst that I've ever had. I paid $172 down payment and $73 a month phone bill. That's outrageous and down right stealing. The phone or Bluetooth won't stay connected. There are areas, (it's the same areas most of the time) that's not going to connect. It's like going to h*** and back. This is awful. I've talk with the internet specialist over & over, changing towers, restarting my phone many many other gimmicks. Nothing is working and I want ALL my money back. I tried to remedy this from the start but they refuse. I intend to file a claim in small court.Business Response
Date: 07/30/2025
July 21, 2025
Mr. ******* ******
*********************
*********************
Re: BBB Complaint #********
************** -2025-07-13738
Dear Mr. ***************** July 8, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You stated that you experienced poor service in select locations and troubleshooting efforts have not remedied the problem. You requested a full refund for all products and service rendered.
In an effort to help improve your service experience, our technicians sent you a new SIM card to optimize your network capabilities. You said you would call the direct number provided to complete the process at a later time.
In the interest of customer service, the device with the **** ending in 3036 (associated with your account ending in 9363) has been unlocked in our system, allowing you to port your number to another carrier. A $184.00 refund was issued to the credit/debit card ending in 1161. Please allow 7-10 business days for processing.
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:07/07/2025
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.
Have wrote to this company over 4x about calls dropping. It just seems I am never in a good area. When I applied for this account I was not made aware you would be locked in for 12months. Ive paid over $400 for my phone so it should belong to me 100% without incident. I was made aware of this just last week or I would not have signed up for the service. I also went into the store for this and was charged twice with the *** saying they couldnt do the transaction without charging me for a screen cover and phone case. Never heard of that. Then was charged double for insurance. When someone contacted me they offered me $30 which doesnt even cover 1 month of my service. The service has been nonexistent Im paying for dropped calls and bad service areaBusiness Response
Date: 07/31/2025
July 17, 2025
Ms. ********** ****
***********************************************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. *************** July 7, 2025, we received your complaint, dated July 7, 2025,filed with the Better Business Bureau.
You said that you are still experiencing service issues and expressed frustration with the unlock policy. You stated the store you went to would not sell you the device without charging you for a screen protector and phone case. You also added you were charged twice for insurance and disputed being offered a credit of $30.00. You requested your device be unlocked or to receive a refund.
My attempts to contact you on July 11 and 12, 2025, at ************* were unsuccessful, but I left a message each time. I also sent an email to **************************** with a request that you contact me.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. In addition, data coverage is not available everywhere and service speeds are not *************** service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. When we spoke previously, you informed me your service was working. If you continue to experience issues, please reach out to customer care at ****************.
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.Because your device has not been active with Boost Mobile for at least 12 months, we cannot 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.
We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation.
Our records show you are not being charged for insurance and you received a $60.00 credit on July 8, 2025, and an additional $10.00 credit on July 10, 2025.
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 80210Initial Complaint
Date:07/07/2025
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.
During the span of 06.20-06.30 I went on vacation in ***** and paid for cellular, data coverage. I couldnt call anybody and the data was awful!! Couple access gps or make any phone calls without it failing!!Business Response
Date: 07/30/2025
July 23, 2025
Mr. ******* *********
******************************************************************************;
Re: BBB Complaint #********
************ -2025-07-13706
Dear Mr. ******************** July 7, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You said that you were unable to use your phone to call people and your data connection was extremely poor while you were on vacation abroad.
When we spoke on July 23, 2025, I apologized for the experience and informed you we are unable to troubleshoot the issue at this time. I encouraged you to contact customer care whenever you are experiencing a service issue.
As a courtesy, I issued a one-time $50.00 credit to your account.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/07/2025
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 purchased a second-hand iPhone 15 Pro Max locked to Boost Mobile. I am the current legal owner of the device but do not have purchase proof or the original account information. ******************** refuses to unlock the device, stating they require access to the original account, which I do not have and cannot access. I am not seeking to access the original account, only to have the device unlocked for normal use. I have contacted Boost Mobile multiple times via customer service chat, ********, and *******, but they continue to deny assistance without providing a valid reason. Their refusal to unlock the device is unfair and prevents me from using my legally owned phone. I request Boost Mobile to unlock my device immediately. Thank you for your assistance.Business Response
Date: 07/15/2025
July 11, 2025
Mr. ******* *****
******************************************
*******, ON M5H 2N2
Re: BBB Complaint #********
*************
Dear Mr. **************** July 7, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months
A review of your device (IMEI ******************************* reveals that it has been blacklisted as lost/stolen. In order to change this status, we require proof of purchase before your unlock request can be considered.
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
****** Steffani
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