Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,967 total complaints in the last 3 years.
- 1,590 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:07/07/2025
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
****** SteffaniInitial Complaint
Date:07/07/2025
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.
Boost Mobile disabled my phone number following 90 days of inactivity. Upon re-activating the phone, they disconnected the line citing inactivity a couple hours later. After a payment of $60 on the 1st of July to re-activate my number. I received a confirmation message stating that the account was reactivated, after which my number was then disconnected.Attached is the last correspondence I received before they disabled my account.Business Response
Date: 07/30/2025
July 22, 2025
Mr. ***** Abdullah
*****************
***************
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************* July 7, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You said that your phone number was disabled due to 90 days of inactivity and after reactivating your account, it was disconnected a few hours later. You indicated that you made a $60.00 payment on July 1, 2025, and received a message stating it was reactivated, but it was disconnected. You enclosed the communication chain received from us. You requested a refund.
You filed this same complaint with the ***************************** on July 17, 2025.
Upon review of the attached communication chain, it appears as though one message concerns a $60.00 payment made on March 6, 2025, and a subsequent message informs that you added autopay to your account and the next charge would occur on April 2, 2025. Additional messages only say that the account has been updated and do not specifically state it has been reactivated.
Our records show your account is active and the July 1, 2025, payment is for the current service. Your request for a refund is denied because doing so would cause his phone number to be immediately lost and irretrievable.
In addition,autopay is active; therefore, if you do not want any further charges applied to the card ending in 5324, or you do not want to continue with the service, you would need to cancel before the next bill cycle begins on August 1, 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
****** ********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.
On 12/12/24 - I signed up for international calling, so I could phone my Mum in ********Every month since 12/12/24 Boost mobile charged me $10.00 + tax monthly for international calling, which did not work.I phoned Boost international calling help center ****************) multiple times from 12/12/24 to 07/07/25, and they said they couldn't fix it, and would file a ticket to get it fixed. It never got fixed. They said multiple times they would phone me back, but they never phoned me back.I chatted online with a Boost Mobile representative on their official website on 07/07/25 and they person I spoke to had no clue how international calling worked!In my opinion Boost Mobile made no attempt to fix my issue in the 7 x months they were charging me for international calling.Business Response
Date: 07/30/2025
July 23, 2025
Mr. ****** *******
**********************
*****, UT 84404
Re: BBB Complaint #********
695543176073 - *************
Dear Mr. ****************** July 7, 2025, we received your complaint, dated July 7, 2025, filed with the Better Business Bureau.
You said that on December 12, 2024, you signed up for international calling. However, you were unable to get it to ******** contacted customer care several times about this, but it was not resolved.
When we spoke on July 23, 2025, I informed you that a review of your account indicates you called in December 2024 after adding Global Talk & Text and our agents attempted to troubleshoot the issue. I could not find any other call records reporting ongoing issues with your service. Please note, this add-on is minute-based and affected by agreements with wireless and landline carriers in the country you are calling.
The service has been removed from your account. As a courtesy, I issued a one-time $50.00 credit.
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:07/06/2025
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.
Ive called numerous times to get a transfer pin and both have been incorrect after Ive had to argue with the **** about why I want my transfer pin. They gave me two pins and neither one has worked. I just want my phone numberBusiness Response
Date: 07/15/2025
July 11, 2025
Mr. ***** ********
********************
*****************
Re: BBB Complaint #********
************ -2025-07-13643
Dear Mr. ******************* July 7, 2025, we received your complaint, dated July 6, 2025, filed with the Better Business Bureau.
You stated that you were unsuccessful in porting your phone number to a new carrier. You requested help with the port-out process.
A review of your account revealed that your phone is locked, which is preventing the port-out. The unlocking policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it.We offer devices at a highly discounted rate, which is why we normally require customers to have their device active with us for 12 months before we are willing to unlock it. However, your phone has been unlocked in our system as a customer service exception, nonetheless. When prompted, use PIN code **************** to complete the process.
Please note, 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).
You should have no problem porting your phone number out now. If you do, please contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:07/06/2025
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.
Despite Auto-Pay being turned off, Boost MobileBusiness Response
Date: 07/15/2025
July 15, 2025
****** ****
***********************
**********************
Re: BBB Complaint #********
************ - *************
Dear ****** ****:
On July 7, 2025, we received your complaint, dated July 6, 2025, filed with the Better Business Bureau.
You stated that funds were withdrawn despite removing your payment method from autopay.
A review of your account found there is no payment method assigned to autopay at this time. Our records show all transactions to date were completed via a retailer, phone call or the Boost Mobile application. ************* communicated this to you on July 6, 2025. Your account data usage has continued as normal, and you are not eligible for a refund for prepaid services rendered.
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
****** ********Customer Answer
Date: 07/15/2025
Complaint: 23562364
I am rejecting this response because I was in fact charged despite having auto-pay off. As a matter of fact, it was brought to my attention that I wasn't the only one experience this. This thread on reddit shows other people facing the same problem as well:********************************************************************************
I will not change until I get my refund. I don't care if my service turns off and they give me my refund... I just am owed a refund.
I took out my debit card on the same day I got charged, thats why it "didnt show any card on file that got charged by auto pay". It might have charged me by force and made it look like i paid but i didnt, that could be another reason why it "didnt show any card on file that got charged by auto charge". Whatever the case is, the proof is on the reddit thread. If multiple people say the same thing, you better consider if theres a problem on your end.
Initial Complaint
Date:07/05/2025
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.
Boost mobile is refusing to unlock a device that I own they said its gotta be 12 months to unlock it from the network well Ive had them since 6/26/24 so that means it been over a *********** still refuseBusiness Response
Date: 07/30/2025
July 25, 2025
Mr. ****** Fry *****
***************************
*********, FL 33896
Re: BBB Complaint #********
*************
Dear Mr. *** *****:
On July 8, 2025, we received your complaint, dated July ******, filed with the Better Business Bureau.
You stated that you activated the service on June 26, 2024, and you requested for your device to be unlocked, as it meets the requirements.
Our records indicate that the device associated with the phone number you provided has IMEI ***************. This device was activated on February 21, 2025, and deactivated on July 9, 2025. As such, this device does not qualify for unlocking.
The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock a device. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock 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
***** *****Initial Complaint
Date:07/05/2025
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.
In February I bought two cell phones from Boost Mobile. I was misled into thinking the phone for me would work for everything I needed it to and purchased the phone (and was never given a receipt even though I have an account and one could have been emailed or printed). Now it has been too long to get a refund, and I am not even currently using the phone I bought. I want to sell the phone, but they have it locked to their carrier for a year even though I OWE NOTHING FOR THE PHONE. Making it even that much harder to get rid of this thing.Business Response
Date: 07/25/2025
July 24, 2025
******* ********
************************************************************************
Re: BBB Complaint #********
*************
Dear ******* ********:
On July 7, 2025, we received your complaint, dated July ******, filed with the Better Business Bureau.
You stated that you bought two phones in February 2025 from a retail store, but you were not given a receipt. The phone model was not adequate for your needs and you are beyond the return window. You indicated that you are not using the device and you want to sell it, but it is locked to Boost Mobile. You provided a picture of the device box with IMEI ***************. You requested that the device be unlocked.
The device with IMEI *************** is currently active on your account with the phone number ending in 9700.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked. As the ******** Razr devices were purchased on February 24, 2025, they are not eligible to be unlocked at this time.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:07/04/2025
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 called June 9th to cancel my service with Boost Mobile. The call went alright where I refused all their deals to keep me with them. I said no. I do not need them anymore. I am moving to ****** and need better service. I had to call them again in the beginning of July to tell them again that I have canceled my service. They gave me a run around where I had to call repeatedly to talk to someone to do their job. Told me that it's canceled. Told me they would send a confirmation email that never came. And now are telling me I owe them money for their service. They refused to cancel my service with them when I currently do not use them anymore because they don't work in ******.Business Response
Date: 07/15/2025
July 10, 2025
Ms. ******* ******
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 4, 2025, filed with the Better Business Bureau.
You stated that you requested to cancel your service on June 9 and early July 2025, but your service was never cancelled. You maintain that you were given the run around.
Per your request, your line was fully cancelled on July 9, 2025.
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
****** ********
Boost Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.