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:08/20/2025
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.
In July, I called in to disconnect my sons line that had not been used in months. I spoke with a representative about disconnecting the line and unlocking the phone. He is he could not unlock the phone but he could disconnect the line. I advised him to go ahead and disconnect the line. On July 30th, I received an email that boost mobile was going to deduct the monthly bill from my account again. I chatted with an agent that advised I would have to call back in. I called back in on August 8th and they actually disconnected the line, but I was charged for another full bill. I called in again today and spoke with a manager and he told me there was nothing that could be done. His ID is nfk and his name is *******. They keep saying that they can see I called but the representative did not note that I wanted the line disconnected. I want the payments reversed. I wasnt using the line for about 5-6 months at that point. I want the refund from the first time I called in or I will be taking legal action. This is ridiculous, that in this economy, companies are still trying to get over on us. You guys have the call, listen to it.
Business Response
Date: 09/15/2025
September 3, 2025

Mr. **********
********************************************************************************

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

Dear **************************** 21, 2025, we received your complaint, dated August 20, 2025, filed with the Better Business Bureau.

You stated that you called in to unlock and disconnect a device, but you found out it is ineligible to be unlocked. You requested that the account be canceled on July 15, 2025, and then you requested a port-out PIN on August 8, 2025. You would like to receive a refund for July and August 2025.

A review of your account found that your billing statements generate on the 13th of every month. Although you have the ability to cancel service at any time, please note, as stated in our terms and conditions (available on our website), upon cancellation, you remain responsible for outstanding charges, including those for the current billing cycle and any financed devices. Service will continue until the end of the billing cycle, and no refunds or prorations will be issued for early cancellations. You are therefore responsible for the payment withdrawn on July 14, 2025.

We appreciate your feedback regarding your experience and your concerns will be shared internally with the appropriate personnel. Autopay has been removed and a refund of $25.54 has been initiated to the credit/debit card ending in 9504. 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:08/20/2025
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.
amount of money paid is ******* this amount t was obtained by fraud
Business Response
Date: 09/15/2025
September 3, 2025

Mr. ****** *********
PA 18064

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

Dear ******************************* 20, 2025, we received your complaint, dated August 20, 2025, filed with the Better Business Bureau.

You said we charged you a fraudulent payment of $1,947.49.

My attempts to contact you at ************** on September 2 and 3, 2025, were unsuccessful, but I left a voice message with my contact information. I also sent an email to *********************** with a request to contact me.

I was unable to find an account to your name, email address or phone number in our system; therefore, we recommend that you dispute the transaction with your financial institution.

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:08/20/2025
Type:Product 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.
So, last month, I ordered a phone from boostmobile . The phone was broken right out of the box. After days of calling and posting here, they told me they will not replace the phone; I have to send it back and get a refund. Today, I called to inquire about the refund, and they told me the phone was free. Even though I canceled the service and never used it, they will not refund my $52 because they do not refund service, even though I canceled and never used it. So now what do I do? They just robbed me.
Business Response
Date: 09/15/2025
September 4, 2025

Mr. ******* Tornilllo
************************************************************

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

Dear Mr. ******************** August 20, 2025, we received your complaint, dated August 20, 2025, filed with the Better Business Bureau.

You stated that you ordered a phone through our website, but the device was broken when you received it. You were told we could replace the device and you returned it for a refund. However, you were told that the device was free and the payment of $52.00 made for the service was not refundable. You requested a refund for this.

Our records confirm that the device you ordered has been returned to the warehouse.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. I made an exception nevertheless and authorized the refund of $52.33. Please allow seven to ten business days for processing.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Customer Answer
Date: 09/15/2025

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.

Sincerely,

******* Tornilllo
Initial Complaint
Date:08/20/2025
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.
I ordered a phone from boost mobile for ****** on Friday 8/16. I was adding a phone to my plan for my husband and thought that was a great deal (this was going to be his first iPhone and we were going to switch him from metro to boost). I went on today 8/20 to check the status of my order and it said cancelled. I went to the live chat and they said they could not give me the information I was requesting but I could call this number ************ and they would tell me the reason why my ordered was cancelled, why I didnt receive a cancellation email, and why I havent been refunded. I called the number and the representative, who was polite, informed me my order was in fact cancelled but that he could not tell me WHY it was cancelled and I should look for a refund within the week also mentioned I was eligible to repurchase said phone. I went on my boost account and it still says I have a pending shipment of a blue apple iphone 15. I also have lost the ability to add a line to my account for some reason and the phone has now gone up to ******. I dont think I have ever encountered a less helpful help section for a company. I have been a customer at ********************** for years. I bought my first iPhone there and have never had any issues like this. The phones price miraculously increasing to almost 800 dollars when mine that I just bought from there a couple months ago was only 384 is RIDICULOUS!!!! Very disappointed.
Business Response
Date: 09/15/2025
September 4, 2025

Ms. ****** ******
******************************************************************************

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

Dear **************************** 20, 2025, we received your complaint, dated August 20, 2025, filed with the Better Business Bureau.

You said that you purchased an iPhone on August 16, 2025, for $149.99, but the order was canceled without explanation and you have not received a refund. The price also increased to $729.99, and you request the phone be sold to you for the original $149.99 (plus applicable taxes).

The phone in question was ordered on August 15, 2025. Once this was placed, it was submitted for a secondary review and security check, which is standard operating procedure. Depending on the results of the secondary review, the order is either processed for delivery or canceled. For security reasons, the results of this review cannot be disclosed at this time; a refund is in process, however.

If you have further questions about the purchase of the device, please contact Consumer Protection at **************.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Initial Complaint
Date:08/19/2025
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.
I have service with boost mobile. Bought I phone and watch. Always paid weeks before due date. Have not had service since July 22, 2025. Tried numerous times to find out why? ****************** says working on problem. Loosing money not being able to make calls or send text messages. They cannot tell me why or fix problem. Will not take back phone or watch so I can go to another company. I held up my end but not any **** will explain why. Had notes of each person I spoke with and just say working on issue. Been a month without being with service. Cannot call family or friends or text. ***** will help with problem. Just want them to provide service to be able to use phone or watch. If they cannot provide service take back products. Only had watch since June 16th and service stopped July 22. They say I only had 30 days to return. Have been loyal customer but they are not holding up their end. What can I do?
Business Response
Date: 09/15/2025
September 4, 2025

Ms. ********* ********
*****************
********, NJ 08361

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

Dear ****************************** 20, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.

You stated that you signed up for service with an iPhone and then bought an Apple Watch on June 16, 2025. You said that you have not been able to make calls or send text messages since July 2025. You contacted customer care about it, but you were unable to resolve the issue and told the window to return the watch had passed. You requested for the problem to be fixed, or that you be allowed to return the devices.

The ******************** device return policy states that a device purchased through our website may be returned within 30 days from the shipment date of the device. As such, the Apple Watch does not qualify for return.

Your technical issues have been reported to our case management team. A member of this team should reach out to you directly to assist in resolving the technical issues you are experiencing.

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:08/19/2025
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.
Hello,Boost Mobile issued a statement on August 17th in the amount of $99.13 for two lines. I originally had 3 lines with this company and they have not honored any promotion I originally signed up for service with. In response, I have switched companies for my two BRING YOUR OWN DEVICE lines. One line ported out on August 15th and the other line ported out on August 18th. Boost is insisting I continue to pay for a full months service for a line that was ported less than 24 hours after the statement was generated. The company should have issued a credit for the remaining 29 days, yet refused. I have had non-stop issues with this company not honoring fair billing practices and new customer promotions. I am filing a complaint because this company is attempting to steal my money by not issuing a credit in the small amount of $26.67 for the ported out phone number ending in 0939.I have attached the boost mobile billing statement along with my new service provider service details to correspond the start date of new service which was August 17th the SAME day Boost generated their statement!
Business Response
Date: 09/15/2025
August 28, 2025

Ms. ****** ******
405 **** **.
**********, ** 62221

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

Dear **************************** 20, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.

You expressed concern regarding your request for a refund being denied. You stated that Boost Mobile should provide a credit and refund for unused service.

If services are terminated before the end of your invoicing cycle, we do not prorate charges to the date of termination and you will not receive a credit or refund for any unused services. However, in the interest of customer service, you were provided with an account credit of $26.67 on August 19, 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 80210

                ****** Steffani
Initial Complaint
Date:08/19/2025
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.
Hello I purchased a phone August 12, 2025 for $171.53 which included a iPhone 16E and the first month payment. Phone had to be shipped in two - 3 days I called and they said it got canceled which is fine. I called once again a couple days later they said its in process and I should have gotten a tracking number. I wait a couple more days I call today and they see it was canceled but now saying its back ordered. Its too many excuses. I been waiting for a refund as they mentioned they were going to give me but now its saying process and they dont have a clue what happened.
Business Response
Date: 09/12/2025
September 3, 2025

Mr. ****** ********
*************************
*********************

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

Dear ****************************** 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.

You said that you ordered an Apple iPhone 16e on August *******. You were informed the order was canceled, then that it was in process and finally that it is on back order. You requested a refund or store credit.

A review of your account found an order for an iPhone 16e placed on August 5, 2025, and delivered on August 8, 2025. This device is now showing as active on your account; therefore, a refund/credit is not warranted.

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:08/19/2025
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.
I tried porting my phone number to another carrier but the number remains stuck with Boost mobile. I have spent a total of 6 hours on the phone with customer service to resolve the problem to no avail. My account remains active and paid in full with ***** while trying to get my phone number of 30 years released from their company. **************** has been good awful
Business Response
Date: 09/12/2025
September 5, 2025

Mr. ******* **********
*******************************************************************

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

Dear ******************************** 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.

You stated that you had trouble porting your phone number to a new carrier. You requested to be contacted to help complete the process.

You were first contacted by the Issue Resolution team on August 29, 2025. They confirmed on September 2, 2025,that the root of the issue is a port request from Visible which needs to be canceled. To complete a successful port-out, resume communication with the Issue Resolution team.

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:08/19/2025
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.
The dispute is between likewise, the insurance company for protection and Boost Mobile. I am requesting Boost Mobile to refund or credit. My account sense likewise not replacing my mobile phone which was stolen.Actually my car was stolen and my phone was ********* has been since August 7th of that's a try to get a phone to go to ******* and get me a phone in just 20 minutes and they activated it very quickly..Likewise, you should not be in the customer service line of work very unprofessional . So is there not going to send me a replaced phone that is advertised in their ADS? I want a complete refund of all the premiums from boost mobile my account.
Business Response
Date: 09/12/2025
August 27, 2025

Mr. ***** *********
***********************
*******, GA 30223

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

Dear ******************************* 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.

You said your phone was stolen and you have been unable to open a claim with Likewize. If your device is not replaced,you would like a refund of all of the payments you have made for device insurance.

Boost Protect is a comprehensive device protection program that combines a service contract and an insurance policy to protect your phone in case you lose it, have it stolen or accidentally damage it. We partner with Likewize Device Protection to offer you this service. Your deductible is determined at the time of purchase and is based on the market price of the make and model of your device. Once you are enrolled, your deductible does not change even if the store price does. You should be the primary account holder on the account and report a lost or stolen claim within 60 days of the loss, unless otherwise required by state law. If you receive a replacement for an approved damage or malfunction claim, you will be provided with detailed information on how to return the damaged phone. If the phone is not returned within ten days after receiving your replacement, you will be charged an unrecovered equipment fee up to the **** of your phone at enrollment. All costs, charges and fees are subject to applicable tax. Please visit *************************************************************, 24 hours a day, seven days a week to file a claim. You may also call **************** from 6:00 am to 10:00 pm CT, seven days a week.

The Boost Mobile Terms and Conditions disclose that payments remitted are final and non-refundable.

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:08/18/2025
Type:Customer Service 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.
On 8/13/25 I contacted Boost via email to let them know my mother, the account owner was deceased. Their customer care team asked for an email with her death certificate which I promptly sent and they confirmed receipt. On 8/14/25 they let me know the line was disconnected with no further balance due. On 8/18/25 I got charged for another month of service. I tried calling them this time but their phone agent barely spoke English and Im fairly certain he typed an incorrect number in because he said there was no record of the email chain or death certificate received. I asked to speak to a supervisor and 30 minutes later was disconnected on THEIR end. The process is so frustrating and if they are going yo outsource their customer service to take calls from the ** they better be FLUENT in English. The only acceptable conclusion to my complaint would be a refund and no more billing for a line for a dead person. Absolute failure of a company.
Business Response
Date: 09/12/2025
August 23, 2025

Ms. **** *****
*************************************************;

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

Dear *************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.

You said you requested to cancel your mothers line and provided a death certificate, but you were still charged. You also expressed frustration with the customer service you received. You requested a refund.

On behalf of Boost Mobile, please accept my condolences for your loss.

When we spoke, I informed you that a refund of $25.57 was issued to the card ending in 0248 on August 22, 2025.Please allow 3-5 business days for processing and delivery. You accepted this resolution.

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

                ****** ********
Customer Answer
Date: 09/12/2025

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.

Sincerely,

**** *****

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