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
- 4,964 total complaints in the last 3 years.
- 1,517 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/16/2024
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 bought a iPhone 15 from boost mobile on 4/29/2024. I paid total $589.99. The very next day I noticed that my battery was dying very fast, and the connection on the device was horrible. I waited until day 2 to take it back to the store. When I took it back, they exchanged it and told me I would have to pay an additional $10 for insurance which was odd to me but I paid it. Now the battery issue has been resolved, but the connection is still horrible. I constantly have dropped calls, the phone is always breaking up, and when I am out my phone does not load on Safari. The tech department said that they would work on this issue and it will be resolved. 16 days later, nothing has changed. I called and informed boost mobile I would switch to a new carrier, and I needed my account number and transfer pin in order to make the switch. They told me they were sad to see me go, but proceeded to give me the numbers I needed. I called my other carrier to set up my phone with them and they informed me they can't because boost mobile had my phone locked and they have to unlock it first. I had already paid the other phone carried $67.84 to join with them(only to find out I can't join with them). I called boost mobile back and they told me I have to be with them for 12 months before I can switch, AND I would have to set up a new account with them since the old one was deleted. Causing me to pay an additional $12.58. I refuse to stay with a phone company who does not provide adequate service for an entire 12 months. I need my phone for work and I cannot work with a phone that has no service. I have been inconvenienced from day 1 with this phone.Business Response
Date: 06/11/2024
June 10, 2024
*********************************
IL 60153
Re: BBB Complaint #********
*************
Dear ******************:
On May 17, 2024, we received your complaint, dated May 16,2024, filed with the Better Business Bureau.
You stated that you have had poor service since the account was activated. You attempted to port your phone number to another carrier, but found that your device is locked to our network. You requested that the device be unlocked and you be allowed to port to another carrier.
Per your request, the device with IMEI *************** has been unlocked. Please ensure the phone is powered on, connected to Wi-Fi and a SIM card inserted. Please allow up to 72 hours for this to process.
You may port out your phone number at any time,as long as your account is active and in good standing.
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: 06/11/2024
Complaint: 21721792
I am rejecting this response because:
I am out of a lot of money. I paid for a t mobile account that I couldnt use because of this, and I paid 2 phone bills with boost mobile for service that was never used. I need a monetary reimbursement.
Sincerely,
*****************************Initial Complaint
Date:05/16/2024
Type:Customer Service 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 haven't been able to see my days usage in a month and so I have no idea when my data is gonna show down and even customer care days they can't even see my data use. I have never been with a carrier who wasn't able to allow me to see my data usage for more than a few hours or a day. Boost needs to fix this right away or don't slow down customer data. Is this isn't resolved soon I will go to another provider.Business Response
Date: 05/22/2024
May 22, 2024
*************************
********************** 548
******************, ** 64503
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 17, 2024, we received your complaint, dated May 16, 2024, filed with the Better Business Bureau.
You said that you cannot see your data usage. You contacted customer care, and they cannot see it either. You are concerned because you do not know when your data will be throttled. You requested this be corrected or your data not be reduced.
Your account was impacted by a systematic issue that our teams are diligently working to fix, but there is currently no timeline for when it will be resolved. Your data will still be throttled if you exceed 30 GB of data, but you should be able to view your usage on your phone by going to Settings,Connections and then Data Usage.
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
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Customer Answer
Date: 05/22/2024
Better Business Bureau:I will accept this for now but I'm not confident it will be fixed since it's been going on for a month now.
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:05/16/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost ***** states they do not have contracts of any kind. I called to unlock my phone after 3 months as verbally stated by the sales representative. I was told I have a ************************************************************* form. I was not notified of the contract in any way, and I do not ever remember signing anything stating our phone would be locked for 12 months. One year later I go to remove the lock on the phone to be told they can not because it isnt 12 months yet. It has been 13 months. Boost is refusing to let me out of a contract I had no knowledge of in any capacity. And they are forcing me to pay for another month of service I do not want in anyway.Business Response
Date: 06/12/2024
June 11, 2024
***************************
****************************************
**********************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 17, 2024, we received your complaint, dated May 16, 2024, filed with the Better Business Bureau.
You stated your requests for Boost Mobile to unlock your device has been denied, as it has not been active for 12 months. You mentioned that as you are not under an agreement and 13 months have passed, so the device should be unlocked. You requested to be released from any contractual agreement applicable, to receive a billing adjustment and for the device to be unlocked.
Boost Mobile requires devices to remain active for 12 months prior to being eligible for unlocking. Our records show your device was unlocked when it reached 12 months on May 26, 2024. Furthermore, Boost Mobile is a prepaid service and does not carry any contractual agreements to receive wireless service of any kind.As no issues were found and the device was unlocked on time according to policy, no billing adjustment will be provided.
Please note that 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).
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:05/16/2024
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 have been trying to get Boost Mobile for over 10 days The problem is they do everything backwards and the customer service representatives give out the wrong information I was told by many representatives that I could use an ESIM card on my ******* Galaxy S24 Ultra Android phone but their system is not setup for Android phone now I have lock accounts Their setup accounts before giving out sim cards and make you pay before the account is setupBusiness Response
Date: 05/29/2024
May 21, 2024
Mr. ***************************
************************************************************************
Re: BBB Complaint #********
*************
Dear ********************:
On May 17, 2024, we received your complaint, dated May 16,2024, filed with the Better Business Bureau.
You stated that you have been trying to activate Boost Mobile service for the past ten days. You indicated that you have been unable to activate using an eSim on your Android phone. You are requesting free service for life.
Boost Mobile stores are independently owned and operated,and as such, may charge an activation fee and fees may vary by location. For more information on this, please visit, ******************************************************************************.
Boost Mobile does offer eSim technology. Please visit *************************************************************** for more information on compatible devices.
Our records indicate that both accounts ************* and ************) failed activation, due to the porting information provided.Please note that a refund of $12.96 was provided for each account on May *******.
As both accounts failed activation and Boost Mobile is a prepaid service, you will need to set up a new account and pay for the service prior to activation. If you are unable to set it up online and need further assistance, please visit a store near you.
We decline your request to be compensated with free service for life.
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
*********************Customer Answer
Date: 06/01/2024
Complaint: 21720962
I am rejecting this response because:Your customer service told me esim card would work on my phone and I should be compensated at least two months free.
I should be able to reopen the 2 accounts and use the sim cards I got in the mail
Sincerely,
***************************Initial Complaint
Date:05/16/2024
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.
On 04/28/24 I made a payment to restore service on my cell phone account with ******************** that had been de-activated/terminated for about 6 months. After being unable to restore said service I got in contact with customer support and was told that I would be unable to use the sim card in my phone after the line had been terminated and was instructed to purchase a new sim card and have my account deleted and start a new account with my new sim card and was then told that I would be refunded the $26.17 back to my card within 7 business days. 7 business days comes and goes and I still haven't received the refund that I was told had been processed. I get ahold of CS again and am told that it will be escalated and I will receive my refund within 7 more business days. I still haven't received the refund totaling $26.17 almost 3 weeks later.Account # ************Business Response
Date: 05/29/2024
May 16, 2024
*******************************
5474 N. 800 E.
**********, IN 46731
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 16, 2024, we received your complaint, dated May 16,2024, filed with the Better Business Bureau.
You stated that on April 28, 2024, you made a payment to restore your account that had been deactivated for over six months. You mentioned that you were unable to use the same SIM card; you were advised you would need to purchase a new one and create a new account. You also indicated you were informed you would receive a refund, but, to date, you have not received it.
Our records indicate that the line was not eligible to be restored due to the time frame the account had been disconnected. Please note that once a SIM card is disabled, it cannot be reused.
On May 16, 2024, a refund of $26.17 was issued to the card ending in 6265.
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:05/15/2024
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 called boost customer service on May *******. At ****** regarding my phones being unlocked due to very bad service and issues with the phone bought and getting different solutions and excuses. Just to be told you have to wait another 11 months on the horrible service and deal with whatever issues are happening to you based on some trapping policy. And now they won't unlock my phone and the worker just told me to make sure I continue using the service.(WHICH IS HORRIBLE.)Business Response
Date: 06/06/2024
May 30, 2024
**********************************
******************************************************************
Re: BBB Complaint #********
************ - *************
Dear ***********************:
On May 15, 2024, we received your complaint, dated May 15,2024, 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
When we corresponded via email, I informed you that our records confirm you began service with us on April 4, 2024, and brought your own devices. A review of your account indicates that you have experienced unresolved service issues since then, including dropped calls; therefore, your unlock request has been granted as an exception. Please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).
A refund of $116.00 will be issued back to your payment method on file due to the service issues you experienced. You were satisfied with this resolution and thanked me for my 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
*****************************Initial Complaint
Date:05/15/2024
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.
April 1st I ordered a phone on the Boost Mobile app April 2nd I received an email from B&C management which is the Boost credit management team I assume they're fraudulent Department of some kind anyways the emails stated they had to cancel my order and in 7 to 10 business days I would receive a refund mind you this is April 2nd I have contacted them three more times via the email and I have contacted Boost Mobile at their phone number the email response I received is I will get my refund and 7 to 10 days of the cancellation of my order the response from Boost Mobile when I call into boost is they can't do anything about it all they can do is use the same email I do this is fraudulent this is a scam and it is absolutely wrong they are just stealing blindly and there's nowhere you can complain to no way of getting your money back and they just keep taking the moneyBusiness Response
Date: 05/28/2024
May 21, 2024
*****************************
180 Chesapeake Est.
***********, ** 17364
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 15, 2024, we received your complaint, dated May 15,2024, filed with the Better Business Bureau.
You said that you received an email from B&C Management on April 2, 2024, informing you that your order had been cancelled and that you would receive a refund within seven to ten business days; however, you still have not received it.
As stated in my voice message today, a refund will be issued to your **** credit card ending in 8939.
We apologize for any inconvenience this may have caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
*****************************Initial Complaint
Date:05/14/2024
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 13 I pay boost infinite ***** for my phone payment and month of service and for the last 3 days my phone has not worked 98% of the time unable to make calls text go online or anything. It will work for 10 minutes once or twice a day and than it will cut out. thats it. This has made life extremely difficult as I use my phone sometimes for work. I contacted boost infinite support but so far they have been unable to resolve the issue.Business Response
Date: 06/10/2024
June 7, 2024
Mr. *****************
*************. NW
*******, MN 55304
Re: BBB Complaint #********
*************
Dear **********:
On May 15, 2024, we received your complaint, dated May 14,2024, filed with the Better Business Bureau.
You stated that your service was not working for several days. You requested that this issue be resolved.
My attempts to contact you by phone at ************** on June 4 and 7, 2024, were unsuccessful, but I left you a voicemail on each attempt.
Our records indicate that a change has been implemented on your account that should have corrected this issue.
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: 06/14/2024
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:05/14/2024
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 purchase a phone on **** that's supposed to be unlocked got the phone and realize that the phone is not unlocked trying to return it **** said it was past 30 days I'll call ** spoke to ** ** told me that the phone was locked to boost Mobile I call boost Mobile they said you got to take out a contract all right I decided to call back again speak to somebody else then they tell me this phone is not presently in boost mobile computer and I need to purchase a different phone two of them is telling me two different things and I reached to the realization that they were trying to sell me a phone instead of trying to allow me to activate the phone now the phone is locked to boots Network and cannot be used to any other networkBusiness Response
Date: 05/28/2024
May 20, 2024
*******************************
**************************************************************************
Re: BBB Complaint #********
*************
Dear ******************:
On May 15, 2024, we received your complaint, dated May 14,2024, filed with the Better Business Bureau.
You said that you purchased a phone on **** that was sold as unlocked, but it is not. **** informed you that you are past the 30-day return window, and the phones manufacturer, *** informed you it is locked by Boost Mobile. Upon speaking to two Boost representatives, one said that you must open an account and the other said you needed to buy a different phone.
I could not locate an account for the device with the information you provided.
As stated in my voice and email messages I left for you today, **** is an independent,third party online buying and selling platform. Boost Mobile has no authority or guarantees over the functionality or authenticity of any of its products placed for sale on any such platform. In addition, the promises or claims made by sellers regarding any of our products are done so of their own volition and are not endorsed by Boost Mobile. However, if you provide me with the **** for the phone in question, I will review and determine if it can be unlocked.
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:05/14/2024
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 in a timely fashion and Boost mobile cut my phone off with no warning at all. I normally would have receiBusiness Response
Date: 05/13/2024
May 8, 2024
Customer Relations Advocate
********************** of Chicago & Northern Illinois,Inc.
RE: Customer-***************************
******************** Case # ******** ******************************
Dear Customer Relations Advocate,
We have reviewed the above-referenced complaint after further investigation *************************** is not our customer and the complaint is for ******************** not ******************************.
If you have any questions, or require additional information, please feel free to contact me at ************.
For *****************
***********************
Chief Strategy OfficerBusiness Response
Date: 06/10/2024
June 5, 2024
Mr. ***************************
**********************************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 17, 2024, we received your complaint, dated May 14, 2024, filed with the Better Business Bureau.
You stated your service was interrupted because your due date changed without notice. You requested it be reverted to the previous date.
When we spoke today, I confirmed that your due date has not changed. Our services operate on a 30-day billing cycle; however, this may alter the date, as some months have more than 30 days and others have less than 30 days. We regret any confusion. I also reduced your monthly rate from $35.00 to $25.00 a month, as you requested. You said that you consider the issue resolved.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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