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.
- 1,514 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: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
****** ********Initial Complaint
Date:07/04/2025
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.
I bought phone service through them for my mother two years ago. I paid on a yearly plan of $104. for a year. Back in March of this year I cancelled the service because I switched her to a different company. They charged my credit card $104. this week and claim they can't refund the money because they have no record of her even though the service was in my name and they're charging my card. They claim they have to verify who she is with her social security number,etc, and can't find any record of her. She had nothing to do with this, I ordered and paid for every bill with Boost. They're using any little things to get out of not returning the moneyBusiness Response
Date: 07/15/2025
July 11, 2025
Ms. ***** ******
************************************************************
Re: BBB Complaint #********
************ -2025-07-13636
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 4, 2025, filed with the Better Business Bureau.
You stated that you canceled in March 2025, but you were charged again in July. When you spoke with customer care, they had difficulty locating the associated account and you were unable to complete the verification process. You requested a refund.
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. For more information, please visit ***********************************************************.
A review of your account shows no charges since June 2024, when you made a payment for the next year. When we spoke, you confirmed that you successfully disputed the unexpected charge.
We regret that your experience was unfavorable.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/15/2025
Complaint: 23556405
I am rejecting this response because: I gave the agents my pin number. I have received the money back by my bank. You claim I didn't give a pin number, and that i haven't reached out since last June, that is not so. My point to this complaint is you took money from my account and when I disputed it you claim there is nothing you can do about it because you couldn't verify my mother's ID. I had the pin, it was my acct, she had nothing to do with it. It's the weasely way the agents go about getting out of giving a legitimate refund.
Sincerely,
***** ******Initial Complaint
Date:07/03/2025
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 ******** ****** called in to pay my bill and I was asked for my full social security number which is unacceptable due to they system keep sending my pin to my phone thats home Im outside tryna to pay my bills from my primary phone I verified multiple things there is no reason I cant pay my bill who really pays other people bills on top of they keep over charging me every month! No company should be asking for anyone full social security number for the privacy and security of customers information !all the scams going on in ************* its unacceptable I will file a lawsuit also recorded the conversation where the *** declined to put a manager on the phone and she needs to be fired!Business Response
Date: 07/15/2025
July 9, 2025
Ms. ******** ******
********************************************
**********, ** 23325
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** July 7, 2025, we received your complaint, dated July 3, 2025, filed with the Better Business Bureau.
You expressed concern with being asked for your Social Security number when you were unable to receive a verification pin.
******************** takes account security seriously and when a customer is unable to receive a verification pin, we generate questions from their credit report in order to verify their identity, including obtaining the customers Social Security number. We regret that you are unhappy with this process.
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
****** SteffaniCustomer Answer
Date: 07/15/2025
Complaint: 23554797
I am rejecting this response because:
Sincerely,
******** ******Initial Complaint
Date:07/02/2025
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.
When I switched to Boost Mobile I ordered a blue iphone 15 plus, what I received was a white iphone 15 plus. When I called Boost aout it they said to send the phone back and cancel the account which I didn't want to do. From that day til now I have had nothing but trouble from them. I had 2 lines on that phone and I have spent almost a year trying to cancfel one of he lines as I no longer need it. I m on the phone now trying to cancel it. I called 3 days ago to cancel a line and was told it was cancelled. My phone wouldn't text so I called back and they did somehing to mu account.Business Response
Date: 07/15/2025
July 14, 2025
Mr. *** *****
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** July 3, 2025, we received your complaint, dated July 2, 2025, filed with the Better Business Bureau.
You stated that you need assistance ensuring the accuracy of a line cancellation.
My attempts to reach you at the phone number and email address provided were unsuccessful.
A review of your account shows that the iPhone 15 Plus (IMEI ending in 3721) currently associated with the phone number ending in 9246 is scheduled for disconnection on August 2, 2025.
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: 07/28/2025
I had a phone with 2 lines on it Ive been trying to cancel one of the lines for several months and on July 2 Boost finally cancelled it. However it was not taken off my bill for the month of July. They suspended my service until I paid my entire bill including $52.85 for the phone line I cancelled on July 2. I had no access to that line after July 2 yet they will not reinstate my service until I paid for that line for the month of July. So I paid for something I didnt have and had no access to.
Desired Resolution
Refund
Business Response
Date: 08/15/2025
August 12, 2025
Mr. *** *****
***************************************************************
Re: BBB Complaint #********
************ - *************
Dear *************************** 12, 2025, we received your rebuttal, dated August 12, 2025, filed with the Better Business Bureau.
You rejected our response stating that you experienced difficulty canceling a line and you were charged an extra month of service for it. You requested a refund.
A review of your account revealed that your billing cycles on the second of every month. You initiated the disconnection of the line associated with the phone number ending in 9246 on July 2, ******** were informed the disconnection would be processed on August 2, 2025. 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. Although you are ineligible for a refund, a $50.00 one-time credit was applied to your account in the interest of customer service. Meaning a refund is not warranted.
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
****** ********
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