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.
- 1,510 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:04/09/2024
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 purchased the ******** Razr 2023 from my carrier, Boost Mobile, in October of 2023. Upon receipt of the phone I activated it according to the instructions and have been using it ever since. In February ******************************************************************************************************* an additional $400 for the phone which they did. I called them immediately and after confirming all the numbers listed in my phone the rep said that this was a known problem and they were working on it. They said I would receive my refund possibly within 5-7 days. Well Ive since placed 6 additional calls and on the last one was told my refund request was refused because I didnt activate the phone. Back to square one. So how does a company this large not have the correct information in their system? I have been with them for 11 yearsthey should have all my info! And 2 reps said this was a known problem however the last person I talked to feigned ignorance of it. And when I asked him who I could speak to in the ************ he told me that there was nobody there to speak witheverything is done by paperworksubmit a ticket and wait for their decisionwhoever they are. So Im obviously getting the runaround here and I am seeking my refund of $400 to my credit cardnot with credits in my Boost Mobile account. Oh and yesterday they suspended my account for nonpayment which was incorrect as Im on auto pay and have the thank you for your payment text from my most recent paymentalways on time and in the correct amount. Theres definitely something very wrong happening with this company.Business Response
Date: 04/18/2024
April 10, 2024
***********************
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 9, 2024, we received your complaint, dated April 9,2024, filed with the Better Business Bureau.
You stated that you purchased a ******** Razr in October **************************************************** February 2024 you received an email advising you that since you did not activate the device, you would be charged $400.00 for it. You said that you contacted customer service and informed them the phone was activated, but you were charged anyway and your efforts to obtain a refund were unsuccessful. You also indicated that your services were interrupted even though your account was on automatic payments.You requested a refund.
Our terms and conditions state that if you purchase a discounted device from us, it must be activated within ************************************************************* other payment method we have on file. A review of your account reflects that the device purchased with order number 5299-819303-9008 was not activated, which is why the $425.01 charge occurred on February 16, 2024.
Our records indicate that your account was briefly interrupted due to a systematic error; however, this was resolved on April 8,2024.
On April 10, 2024, a refund of $425.01 was issued to the card ending in 8577. In the interest of customer service, a courtesy credit of $35.00 has also been applied to your account.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*********************Initial Complaint
Date:04/09/2024
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.
Service was transferred and all fees for activation were pre paid with order, then when my sister tried to activate the two lines they messed up and now they are trying to charge her another activation fee on the primary line on the account. She is on a fixed income and only switched because the *** program was discontinued. She is now not able to pay other bills because of additional fees that should be waived by supervisors and they are giving her lines that they cant waive the fees. Total activation for three lines ***** instead of the 2 lines that were already paid.Business Response
Date: 04/23/2024
April 16, 2024
*********************************
1927 *****************************
**************** 74012
Re: BBB Complaint #********
************ -************
Dear ********************:
On April 9, 2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
You said you attempted to activate two new lines, but you were charged an additional activation fee of $25.00 for your primary line. You requested a billing adjustment.
When we spoke on the phone today, April 16, 2024, you informed me that your second line was now pending disconnection for May 9, 2024. You said you were unsure why this order appeared, and it needs to be canceled. You also advised me that you would like both lines to stay subscribed to the Infinite Unlimited Plan.
A review of your account shows our agent informed you that due to a known system issue, your number ending in 9271 applied to both your lines during the port-in process. To help remedy the issue,they spoke to your previous carrier and requested to cancel the port. This resulted in your number ending in 6434 working as intended, but an order was created unintentionally to disconnect the other line ending in 9271.
I canceled the pending disconnection order for the number ending in 9271, and I ensured both lines on your account will remain under the Infinite Unlimited Plan. As a courtesy, I also applied a one-time credit of $25.00 to your account.
We apologize for any inconvenience this may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
*****************************Initial Complaint
Date:04/09/2024
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.
When I first brought this phone I only had a one *** number and now I have two so there's a third party that's connected to my phone when I try to work it out to customer service she's practically said there's nothing she could do about it the third party is calling me some scam numbers from my contact numbers and Boost Mobile knows about it so they're giving out information to other customers without permission I want to be reimbursed for my services and I'm not no longer want services from Boost Mobile once this case is settledBusiness Response
Date: 04/03/2024
Hi There,
This is mistake with company name. We are boost mobile detailing . We provide auto detailing services.
They want to contact Boost Mobile which is located in ****
Thank you
Business Response
Date: 04/23/2024
April 10, 2024
*****************************
*******************
********, SC 29223
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 9, 2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
You expressed concern with your phone having more than one IMEI number. You also said that you are receiving third-party calls you believe are a scam. In addition, you stated that Boost Mobile is giving out information to other customers without your permission.
Please note, your device, the ******* Galaxy A02s, is a duel-sim device that comes with more than one IMEI number as a factory default.
A review of your account shows that we provided you how to block unwanted telephone numbers with a step-by-step process.
Here are a few things you can do if you believe your phone is compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
We apologize for any inconvenience you experienced.
Sincerely,
*****************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*********************Initial Complaint
Date:04/09/2024
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a cell phone from Boost Infinite and the name of the phone is called Celero 5g plus 2024. The color is Sunshine Orange. Boost Infinite I have spoke to them and they give me the run around. On ******** you will see people like myself have paid for a phone and have not yet received it.Business Response
Date: 04/10/2024
April 10, 2024
***************************
*********************** 1
***********, ** 15063
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 9, 2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
You said that you ordered a Celero 5G+ 2024 in Sunshine Orange, but you have not received it yet. You stated you have not received accurate information when speaking to our representatives; therefore, you requested a refund.
Unfortunately,the particular phone you ordered is a popular model and color. It is currently out of stock, but your order was scheduled for shipment between April 16 and 22, 2024. However, I canceled it as requested, and a refund will be issued.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Customer Answer
Date: 04/10/2024
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:04/09/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sent a broken phone out of the box now they want me to take it to a store not even affiliated with them to pay to have it repaired and say that they are sorry for the inconvenience The phone should have worked out of the boxBusiness Response
Date: 04/29/2024
April 24, 2024
*******************************
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear ******************:
On April 9,2024, we received your complaint, dated April 9, 2024, filed with the Better Business Bureau.
You stated that you purchased a device which was defective out of the box. You expressed concern that you were directed to a location where you would have to pay for it to be repaired. You requested for the device to be replaced, exchanged or refunded.
Our records show the device you purchased was delivered on March 27, 2024. As it is outside of the ten-day return window, please contact the manufacturer for assistance at ***************************** or ****************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:04/08/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a phone online and tried updating my shipping address was lied to that is was. Phone was delivered to an old address. Would not cancel my order. Will not refund money. Phone order was a ******* s24 ultraBusiness Response
Date: 05/03/2024
May 2, 2024
*****************************
************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ********************:
On April 8, 2024, we received your complaint, dated April 8,2024, filed with the Better Business Bureau.
You said you ordered a phone online and tried to update the shipping address; however, the order was delivered to your old address, and we would not cancel it or refund the purchase price.
My attempts to contact you at ************** on May 1 and 2, 2024, were unsuccessful, but I left a voice message with my contact information.
A review of your account confirms the order placed on March 22, 2024, shipped to ********************************, and was delivered on March 26, 2024. To prevent fraud, our system sends orders to the original address listed on your account. Unfortunately, the only option to refund the purchase price is to return the device.
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, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*****************************Customer Answer
Date: 05/03/2024
Complaint: 21546190
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
Date:04/08/2024
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.
Boost mobile keeps taking the payment when I don't have auto pay.Going in the store was of no help actually the person was rude and not helpful.They have taken 2 months phone bill without authorization.Business Response
Date: 04/25/2024
April 22, 2024
***************************************
********************, 1/2
*********, OH 44203
Re: BBB Complaint #********
************ - ************
Dear ********************:
On April 8, 2024, we received your complaint, dated April 8,2024, filed with the Better Business Bureau.
You said that we continued to take payments from you even though you do not have autopay.
Our records do not show autopay was canceled before you requested to cancel your account on April 8, 2024, and the payments in question occurred prior to this date.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*****************************Initial Complaint
Date:04/08/2024
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.
Called boost mobile to activate service. Paid for the service they were unable to activate the phone. However they refused to refund the money. I asked to speak to a supervisor and was disconnected. Then called back was transferred to the wrong ***** Then I get a nick ******** ID 9fm not in the *** asking dumb a** questions put me on hold and never come back. Please explain how the h*** I'm paying for service and the phone is not activated. Refund the money and we will go somewhere else to hv phone service. Your customer service ***** you need representatives that can assist and not representatives that argue with customers and are disrespectful. Put me on hold and never come back or play wirh the time or hang up. If this is boost mobile customer service I do not need service with boostBusiness Response
Date: 04/23/2024
April 19, 2024
***************************
***************************************************
Re: BBB Complaint #********
************ - ************
Dear ************:
On April 8, 2024, we received your complaint, dated April 8,2024, filed with the Better Business Bureau.
You said that you paid for service, but the phone could not be activated and your refund request was denied.
I attempted to contact you at the phone number and email address provided in the complaint, but I did not receive a reply.
The phone with the **** you provided, ***************, is associated with an active account, which does show activity. Your email address is also associated with this account.
The account displayed above was not activated and does not have any payment history;therefore, your refund request was denied, as there is nothing to refund.
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:04/08/2024
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.
Company's customer service over a period of several years has not cooperated to fulfill requests from me for a more powerful or sensitive cell phone because the unit originally provided does not receive enough signal to allow use at my residence. Service is on TMobile, which has documented poor signal in the **************** area. On occasions as late as 3/18/2024 representative "RJ" promised to send a replacement phone and reinstate my account service. To date, I have NOT received a new phone, and my account service has not been reactivated. Note that ************************** does not appear to employ agents who speak english enough to be understood by the average american! This situation has been ongoing for at least ************************** to use my service, I have to commute between 5 and as much as 10 miles to an area where the phone will gain enough signal to be usable.Business Response
Date: 05/01/2024
April 29, 2024
***************************************
********************************************************************************
Re: BBB Complaint #********
************
Dear ****************************:
On April 8,2024, we received your complaint, dated April 8, 2024, filed with the Better Business Bureau.
You stated you have experienced issues with your *************************** You have requested assistance in this matter.
When we spoke today, I confirmed that you do not have an active account with ********************. You said that your service issues are with Assurance Wirelessnot Boost Mobile, and this complaint was filed with us in error.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************Initial Complaint
Date:04/07/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was paying for a phone service for my son(s) since April 2015-2016 we started service with boost mobile approx. that yr. current year 2024 I walked into a boost mobile store located ******************* where the employee said my son(s) current number could not be added to a family plan. I tried twice. I then said forget it and give him a new phone number and line and add 2 more lines/ new numbers for my daughters.(I paid for new line, sim cards, and numbers 1 son/2 daughters/within 1-2 weeks my other daughter) I said cancel the line he is getting new line and new number. we did that and I was told the cost will be $100 for 3 lines if I add a 4th it will still be $100, but my billed said $140. Now today April 7th my bank account was overdrawn because I was still paying for the line I canceled back in Feb. 2024. I also am being charged twice for my bill $50 for this month. I called boost mobile 3 times today and was laughed at, hung up on, and told all this was my fought and they are not returning back the money for my son canceled line I paid for for 2 months after being told it was canceled and my billed be charged twice because on their end it only shows one transaction when I was looking at my online banking. after being hung up 3 times from the company I called my bank customer service and they always said they see the money being taken as well as pending to be taken. I also looked at my phone text messages with confirmation numbers saying my bill was paid in full Thursday April 4th so why is the bill coming out again? I asked numerous times for the money to be sent back. I was told no because it was my fault. In the pass this happened before and the representative sent me the money back. The representative said my sons old account had auto pay and that is why I cont. to be charged. I said how is that when the service has been canceled all together. I then was hug up on. I called to speak with supervisor. She hung up on me when I asked well where is the money going if it's only showing one payment made on my account with the company on their end but my bank and myself see 2? they hung up. Why was the line still active on the same phone? How is 2 lines active on one phone? no answers just all hung up on me. Due to this inconvenience my bank charged me $35 for over-drafted fees.Customer Answer
Date: 05/02/2024
I was called from boost today and they told me I was only charged $50.00 on their end while I showed I was charged $100.00 from my bank account. *********************** ignored me. I was not given the money back: but it shows my account is credited $50 for this month bc I Paid $100. Today I paid my kids bills (family plan) again. On our end it is showing my kids services is restore but none of my kids can use their phone bc it keep saying you have to pay $140.00 to restore. I have been on the phone for over an hour to see why. I again sent the screenshot proof to their main office *********************** and again she ignored me. I am asking for credit to my bill for yet again another issue now 2 months in the row plus months in the pass. And they will not help. They are behaving as a scam. This is horrible. Still have no given me back any extra money I have paid. Causing my bank account to be over drafted. HORRIBLE! THEY ARE SNEAKY THEIFS
Desired Resolution: Billing Adjustment
Business Response
Date: 05/03/2024
May 1, 2024
************************************************
*****************
******, ** 08104
Re: BBB Complaint #********
************
Dear ***********************************:
On April 8, 2024, we received your complaint, dated April 7, 2024, filed with the Better Business Bureau.
You expressed concern with billing discrepancies with your Boost Mobile accounts.You requested assistance.
When we spoke today, I confirmed that you were not charged twice for your account ending in 3733. However, a chargeback occurred for $50.00 on April 18, 2024,resulting in an interruption of service. A payment of $100.00 was made the same day, which restored service with a $50.00 credit balance. You ended the phone call and requested to not be contacted before we could review your other two accounts.
Your account ending in 1776 shows no record of a cancellation request and due to being on autopay, was charged normally on April 3, 2024. However, a chargeback occurred for $60.00 on April 18, 2024, and this account is inactive due to nonpayment.
Your account ending in 9450 currently contains four lines for $140.00 a month, and is interrupted for nonpayment. No issues were found with the billing for this account.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************, #***
******, CO 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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