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:04/16/2024
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.
Purchased iPhone 12 on 4/13/2024. Scheduled for delivery by *** on 4/15 - no delivery Rescheduled for 4/16/2024- no delivery Now changed to 4/19/2024. Contacted boost mobile and there was no explanation or trying to figure out what happened?Customer Answer
Date: 04/17/2024
Here is the confirmation of the iPhone 12 ordered 4/13/2024.Business Response
Date: 04/23/2024
April 19, 2024
*****************************
*****************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 17, 2024, we received your complaint, dated April 16, 2024, filed with the Better Business Bureau.
You said you purchased an iPhone 12 on April 13, 2024, but the delivery date is rescheduled each day. You attempted to resolve this issue through customer care, but no one was able to offer an explanation of what is going on with the delivery. You requested for the device to be delivered to you or to receive a refund for it.
Our records show the device was delivered to your address and has been activated on the account.
We apologize for the inconvenience. Unfortunately, once *** receives the device from ********************, we have no control over the delivery.Because the device was delivered and activated, a refund is not warranted.
We strive to provide excellent customer service and 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,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Initial Complaint
Date:04/16/2024
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 pre-paid phone with a Boost Mobile sim card. When I tried to activate the sim card online, I got an error over and over again about having to come into a retail location to have it activated. So, I go to a retail location on *******************. and the person there barely speaks any English and can't help me at all. So, I call the number listed online. The person on the other side tries to activate the sim card, but keeps getting the same error as I did, but says that it's an issue with my credit and debit cards getting declined (even though both of them work everywhere else). So, I call ***** Fargo afterwards to confirm: Nope, there are no locks on my account and they can't even see the attempts by Boost Mobile, meaning the charges were NOT declined, it looks like Boost didn't even try to charge the cards. So, yes, there's a system error at Boost, and now I can't get a refund for the $25 I paid for the Boost prepaid card, because it was a digital purchase.Business Response
Date: 04/23/2024
April 20, 2024
*******************************
************************ 242
*****************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On April 16, 2024, we received your complaint, dated April 16, 2024, filed with the Better Business Bureau.
You said you purchased a prepaid device, but you were unable to activate the *** card online or at a store. You were informed your credit/debit cards keep being declined. You requested a $25.00 refund.
My attempts to contact you at ************** on April 19 and 20, 2024, were unsuccessful, but I left a message each time. I also sent an email to ***************************** with a request that you contact me.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. If the purchase was at a store, you will need to address this issue with them. If the purchase was made online, we would have a record of it on your account.
If you would like assistance with purchasing a plan, having a *** card sent to you and a device activated, you can call into customer care at ************** or reach me directly at **************.
As there are no purchases/charges on your Boost Mobile account, no refund is warranted.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*****************************Initial Complaint
Date:04/16/2024
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.
So I decided to go through boost mobile thinking the service would be better. It was not. The internet quickly ran out. When I called in, they offered me more gigabytes for a certain price so the few times that I called in for the extra gigabytes of **************** I had told them specifically not to save my card on file, and then became more frustrated when my **************** ran out so I looked into other phone companies, and decided to go through ***** So fast forward a few weeks and ** seeing a charge to my account today for $30.69 so I called in and I tell them that I did not set up for auto pay, I dont know why they kept my card on file and they illegally charged my card without my authorization, I reached two different people because the first one I ended up hanging up on because she couldnt understand what I was saying and I couldnt understand what she was saying and she clearly wasnt comprehending what I was trying to say. All I wanted was my money back on my card and in my car to be removed from the account . Thats when the advise me that since they charge my card that I cant get my money back I would have to go through my bank so that extra half of that I would have to deal with. I shouldnt have to go the whole 9 yards for somebody who fried in my account I cant willingly give me back the lousy $30 . This company cant be hurting that bad where they just take peoples money fraudulently. Complete bsBusiness Response
Date: 05/02/2024
April 26, 2024
***********************
1416 *****************.
********************
Re: BBB Complaint #********
************ - ************
Dear Ms. ********************* April 16, 2024, we received your complaint, dated April 16, 2024, filed with the Better Business Bureau.
You said that your data ran out quickly and when you called to purchase more, you made it clear that your credit card information not be retained on file. A few weeks later, a payment was taken from this card via autopay without your authorization. When you requested a refund, it was denied.
As stated in my email to you today, when you opened your account, you selected the $25.00 Unlimited plan requiring autopay; without it, the plan is $35.00 per month.
As an exception, autopay has been deactivated on your account and your rate remains at $25.00 per month. As a courtesy, I can refund the payment in question, but doing so will suspend your service. I can also credit your account to cover the next month of service. Please respond to my email with your decision or any questions you might have.
To ensure that your allotted data is not rapidly used up, make sure that you are connected to Wi-Fi when streaming, websurfing, etc.
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
**********************350
******,CO 80210
*****************************Initial Complaint
Date:04/16/2024
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 have a had an account with ********************** for over a year and I've always made my payments. I pay by using the app. The app has an autopay option that I know that I set for non autopay. I guess when the app was updated, the app was reset and the autopay was reactivated. They also have a spin game that gives you credit for playing on daily bases. The algorithm is set for a return rate of five cents a spin 80% of the time. I think it goes up to five dollars, which I have never seen. And I've played everyday for over a year. My point is that I didn't even get an opportunity to apply my credit to this month's bill because of the autopay problem. The app has other issues. I paid an extra month by accident because in my haste to chat with customer service. The slide button for payment was used. And more money was dispersed. I pay monthly and told chat that was a mistake and would like next month's bill returned being on a fixed income and using a joint account. This is very upsetting being the loyal customer that I am. I told the chat tech that I was going to file a complaint if my demands wasn't met and they froze my chat support. I have no problem paying this month's bill but, I would like to have next month's bill refunded. Please help me get the results that situation requiresBusiness Response
Date: 04/23/2024
April 17, 2024
Mr. *********************
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 16, 2024, we received your complaint, dated April 16, 2024, filed with the Better Business Bureau.
You stated that you have had an account for over a year and always make your payments manually. You indicated that autopay was enabled on your account causing issues with your Boost coins applied towards your bill.You also expressed your dissatisfaction with the algorithm set for the return rate on the daily spins, as you indicated you have never been able to reach the $5.00 maximum amount. In addition, you mentioned that when chatting with customer care, you accidently made a second payment that they refused to refund. You requested a billing adjustment.
Once a payment is applied to an account, it is not refundable, transferrable or exchangeable and it has no surrender value. Please visit ************************************************************** for more information. Our records indicate when you made your payment through the app on March 15, 2024, autopay was enabled. The account currently reflects it has been disabled.
Each Boost coin is worth $0.01 when redeemed towards your Boost Mobile service payment. Boost coin has no retail value. Please note you must have at least $2.00 in Boost coin to redeem a payment credit. The $6.65 that you redeemed from your Boost coins on April 15, 2024, will be applied towards your next months bill.
We decline your request for a billing adjustment; however, in the interest of customer service, a refund of $47.00 was issued to your card ending in 8272.
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:04/16/2024
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.
My 30 mg hot spot has never worked & technical support can't fix issueBusiness Response
Date: 05/10/2024
April 30, 2024
***************************
*******************, #1D
Palatine, IL 60067
Re: BBB Complaint # ********
************ - ************
Dear ****************:
On April 16, 2024, we received your complaint, dated April 16, 2024, filed with the Better Business Bureau.
You said that your hotspot has never worked and that technical support cannot resolve your issue. You requested a refund.
A review of your account shows that you are currently on the $25.00 Unlimited w/Autopay 30GB of 5G/4G Data (TE) plan, which does not include hotspot service.
Please visit a Boost Mobile retail location, or call into the customer service line at **************** to discuss changes to your plan.
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:04/15/2024
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.
Boost has everything such as making updates,changes,upgrading,etc. all done in their BoostOne app. I have been unable to login to my account since 4/8/24 approx.I called customer service twice and both times was told it they would take care of it. The 3rd time I contacted them via a comment section on a ******** ad. They texted me to pm them, which I did. After explaining the problem, they said they would turn it in to their IT ***** That was on the 10th. As of 4/15/24 it still not functioning.I have seen many other people commenting that they are also being denied access to their accounts also. No reputable company should take this long to fix a customers account . It's not right that they put your control all in their app, and then not fix it where you can access it.Business Response
Date: 05/02/2024
April 30, 2024
***********************
***************************
*********, ** 74017
Re: BBB Complaint #********
************
Dear **************:
On April 16, 2024, we received your complaint, dated April 15,2024, filed with the Better Business Bureau.
You stated that you could not log in to the BoostOne application. You contacted customer care, but they were unable to resolve this for you.
Our records indicate that there was a known issue affecting customers ability to log into the application, which has since been resolved.
If you are still experiencing issues with the BoostOne application,please contact customer care at ****************.
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
*********************Customer Answer
Date: 05/02/2024
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:04/15/2024
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.
Bought Boost Mobile phone at store. Employee was high on drugs and lied to me about everything including cost. Overcharged me and scammed me out of my money which was twenty six dollars. I'm a widow on social security and can't afford that. Told me if I went with Boost, I'd get free sim card, free activation, free case. They charged me. Told me monthly bill is ***** flat rate. Yesterday I was told there's a 4.00 service fee also. Too afraid to go back to store. They really scammed me. Boost Mobile customer service number doesn't care. Employee is a drug addict. Please help.Customer Answer
Date: 04/17/2024
Employee was high on drugs. Told me to go with Boost Mobile and I'd get free activation, free sim card cause the one that came with the phone didn't work. Free case. He lied about it all. I was charged for all those things. I didn't even want the phone case. He also lied about the monthly 4.00 service charge. He knew I am a widow on social security and don't have a lot of money. He didn't care. The manager didn't care. I just want the money back that they scammed from me.Business Response
Date: 04/30/2024
April 25, 2024
***************************
19341 Beechwood Ln.
**********, VA 23430
Re: BBB Complaint #********
************
Dear ****************:
On April 15, 2024, we received your complaint, dated April 15,2024, filed with the Better Business Bureau.
You stated that you bought a phone at a retail store and they scammed you out of $26.00. They indicated that you would get a free SIM card, case and activation. You were told it would be $25.77 per month, but then advised of a $4.00 payment fee. You requested to receive a refund.
We spoke by telephone on April 25, 2024. I informed you that all Boost Mobile retail stores are independently owned and operated, and set their own pricing and policies, but I would forward this information to our retail store liaison for follow up.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:04/14/2024
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.
They said that my package was supposed to come on Monday. My package did not come on Monday. It came on Friday and I did not receive it.Business Response
Date: 04/23/2024
April 18, 2024
*********************************
***************************************************
Re: BBB Complaint #********
************
Dear ********************:
On April 15, 2024, we received your complaint, dated April 14, 2024, filed with the Better Business Bureau.
You stated that your package was supposed to be delivered on Monday; however, it did not come until Friday and you did not receive it. You requested a replacement.
We have been unable to locate an active Boost Mobile account with either your name, phone number, email address or physical address.
My attempts to contact you via email on two occasions have been unsuccessful. To date, I have yet to receive a response from you.
Please note that we can revisit this matter once you contact me.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*********************Initial Complaint
Date:04/14/2024
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.
Purchased phone on 1/2/24, phone was delivered wit immediate issues with activation. Issues from day one persisted with fail calls, no service, other customers info being migrated to my phone, drop calls. Called and reported issues over 6 times. Was informed on 1/8/24 of the corporate issues with the new company, and was told it would be fixed. As of 4/14/24 all issues continue to happen even. more aggressively than before. Receive another (Ticket# *******) of on going issues. Would like to cancel and return phone due to fault of the seller.Business Response
Date: 04/18/2024
April 17, 2024
*********************************
****************
**************************;
Re: BBB Complaint #********
************ -************
Dear ********************:
On April 15, 2024, we received your complaint, dated April 14, 2024, filed with the Better Business Bureau.
You said that ever since you purchased a device and activated service, you have had ongoing unresolved service issues.You would like to return the device, cancel your account and the device financing.
When we spoke on April 16, 2024, I informed you a review of your account found some improvements were recently completed that should have improved the service in your area. The voice problem you described is a known issue, and we expect this to be corrected with the next software update; however, I am unable to provide a date as to when it will be released. I also confirmed the standard 30-day return window has passed.
As an exception, I will obtain a return authorization to allow you to return the device. Once the device is received,the financing agreement will be canceled. I also provided you with your account number and port-out PIN, and explained you will need to set up new service and port out your phone number prior to returning the device. Once your number is ported out, your account will be canceled automatically.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Initial Complaint
Date:04/14/2024
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 filed a complaint on 03.25.2024 with the BBB Re: Complaint #******** through Business Consumer Alliance.The claim went unanswered. I did get an email from a representative with BOOST Mobile and they asked me to send pictures of my unopened phone which I did. They asked me to send the phone back which I did. I have asked these questions several time with no response. Boost Mobile is still trying to charge my card. I have not received any refunds because I never used the service. I am not requesting anything unreasonable. I am going to try to file this one more time. I have only received responses regarding sending the phone back and no answers to my other questions. The initial conversations I had with the online representatives they were rude and no one was willing to help me. Now I am requesting a refund of all of my money for since I have had to wait so long its over $200.00 plus the penalties I am incurring every time they tried to charge my card and now I am going to have to get a whole new card number. The tracking number for the phone I sent back was: 1Z2R88619094258422 delivered on 04/09/2024 Receieved by: *****.Business Response
Date: 04/30/2024
April 25, 2024
*************************
************************************
**************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. ***************** April 15, 2024, we received your complaint, dated April 14, 2024, filed with the Better Business Bureau.
You said that we continue to attempt to charge your account, which has cost you penalty charges. You indicated that you returned the phone. You requested a refund of $290.00, a billing adjustment and no further attempts to charge your card. In addition, you said that your complaint to the Business Consumer Alliance (***) was not answered.
A review of your account shows the last payment posted on February 8, 2024, and was completed by you through the app. The phone was returned/received and a refund was issued for the initial charges totaling $100.18. Autopay has been deactivated,the account canceled and a refund for the $161.21 payment made on February 8,2024, will be issued.
The *** is an independent, non-profit organization offering the same or similar services as the BBB. Boost Mobile does not recognize the *** and receives their correspondence as a direct-from-customer complaint, which is why responses are through voice and email channels.
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: 04/30/2024
Complaint: 21573838
I am rejecting this response because: I sent have not received refund and sent an email to *********** and asked what payment method was the refund being issued to and have not received a response. I also received a text saying I have another bill that is due. When can I expect to see my refund and why am I still getting texts saying my bill is due?
Sincerely,
*********************Business Response
Date: 05/10/2024
May 9, 2024
*************************
********************************* SE
**************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** May 8, 2024, we received your rebuttal, dated May 7, 2024, filed with the Better Business Bureau.
You said that you still have not received your refund and you received a text message that another bill is due.
As stated in my email to you today, for accounting purposes, a credit is first applied to the account and a refund is issued from that balance. We have confirmed that the $160.21 refund in question, was received and accepted by your financial institution/card issuer on April 25, 2024, and applied to the account ending in 8822. You subsequently replied with confirmation that the refund was received.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
*****************************
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