Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,978 total complaints in the last 3 years.
- 1,512 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:04/07/2024
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.
Im having issues with boost mobile transferring my number to mint mobile its been 3 days since the request and so far nothing has been resolved, I contacted the boost customer service line 5x and they said there is nothing they can do, Im at loss I feel like Im going insane and I need my old number back.Business Response
Date: 04/23/2024
April 15, 2024
***********************************
***************************************************************
Re: BBB Complaint #********
************ - ************
Dear ********************:
On April 8, 2024, we received your complaint, dated April 7, 2024, filed with the Better Business Bureau.
You stated that you experienced difficulties porting out your phone number to a new provider. You requested this process be completed.
Our records indicate that you contacted customer care and received your porting information on April 4, 2024. The same day, your phone number was ported to a new provider.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
*************************************350
******, ** 80210
*****************************Customer Answer
Date: 04/23/2024
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:04/07/2024
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 ordered a phone apr 4 and after a day i got an email telling me my order has been shipped and when i tracked it it says my oredr as been requested for refund for no reason please why what is wrong and what should i do .
Desired Resolution: Delivery
Customer Answer
Date: 04/07/2024
my order order #****-470969-1280 was placed april 4 after 1 day i got a notification telling me my order has shipped i tried to track it but it says the number is new i cant do it now and later when i tried it says the sender request it to be returned for no reason at all . what sort of prank is that if you dont want me to get a line you shound denied me or tell me directly it has been canceled before going behind my back to do that without a proper notification . my husband use this service as well and it has not been a good experience becuase the customer care are clueless they have power over nothing i really dont know why you have them . i need a resolution because this is the most confused i have been the agent told me nothing is showing on my account like a canceled memo or something .. i can verify if i need to thats what order carrier do to protect business transactions . i was really exited about my new phoneBusiness Response
Date: 04/12/2024
April 12, 2024
***************************
***************************
*****, ** 88240
Re: BBB Complaint #********
802064452516 - ************
Dear ****************:
On April 8, 2024, we received your complaint, dated April 7, 2024, filed with the Better Business Bureau.
You said you placed an order and later found out it was returned with no notification. You expressed frustration that you have not received an explanation for the return.
My attempts to contact you on April 11 and 12, 2024, were unsuccessful, but I left a voice message with my contact information.
A review of your account revealed that your order was canceled due to an email address match on another account. I confirmed the cancellation of the order and issued a $157.50 refund. Please allow 7-10 business days for processing.
If you decide to order a device again, you will have to use a different email address. Please contact me at ************** or ************************ so I can monitor the order placement and fulfillment.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Customer Answer
Date: 04/20/2024
They said I need to contact him I sent him an email for resolve but no response they treat you like they dont want you solve your problems for youBusiness Response
Date: 05/10/2024
May 10, 2024
***************************
****************
*****, NM 88240
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 8, 2024, we received your rebuttal, dated May 6, 2024,filed with the Better Business Bureau.
You said you sent an email, as requested, but you did not receive a response.
On May 9, 2024, you responded to an email I sent you asking that I address your concerns directly through email.
I sent you an email, as requested, to inform you that the original order you placed on April 4, 2024, was intercepted by our *************** Team due to an email match on another account and an address mismatch. A $157.50 refund was processed on April 12, 2024. Please contact me if there is any problem with your refund.
I was unable to find the email you sent requesting assistance.
You are welcome to order the product again. If you provide me with your new order number, I will work with our *************** Team to get it processed and shipped to you in an efficient manner.
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
*****************************Customer Answer
Date: 05/10/2024
Yes I was been refunded but I am not able to get a line it has affected my credit I cant get phone else financed because they already did something to make it show on my credit report that I already got a phone which I didnt I was approved for att but I just wanted to try boost because its cheaper now I cant. Even have no phoneBusiness Response
Date: 05/20/2024
May 16, 2024
***************************
****************
*****, NM 88240
Re: BBB Complaint #********
802064452516 - *************
Dear ****************:
On May 15, 2024, we received your second rebuttal,dated May 15, 2024, filed with the Better Business Bureau.
You said that Boost Infinite has affected your credit by showing that you financed a device, and now you are unable to finance a device through another service provider.
Boost Infinite runs a soft credit inquiry/check,which does not affect your credit score. Soft credit pulls are conducted for informational purposes and are not used to make loan-related decisions. Additionally,they have no impact on your credit score, as they are not associated with a specific credit application.
We are unable to comment on other service providers credit qualification process.
While we regret that you do not agree with the information in our previous correspondence, we respectfully consider the issue closed.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
*****************************Initial Complaint
Date:04/06/2024
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.
Good evening, I am emailing to let you know that I am a new boost mobile customer. I have a question for the office of the president about their products and services, and policies. Thank youBusiness Response
Date: 04/18/2024
April 9, 2024
***********************
**************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ************:
On April 8, 2024, we received your complaint, dated April 6,2024, filed with the Better Business Bureau.
You said you have questions regarding products, services and policies, and you requested to speak to someone. You also requested a billing adjustment.
When we spoke, you requested a refund, as you stated you were misinformed about our service and whether or not your current device would be compatible. I informed you that the device listed on your account is compatible with Boost Mobile, and I attempted to obtain additional information from you, but you were not receptive and ended the call.
Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. Please request a refund from the store where you made payment.
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
*****************************Customer Answer
Date: 04/18/2024
Good afternoon, I am requesting a full refund of fifty dollars. They're website is misleading as was their store representatives *** and Oais. They never answered the phone when I called the store. And I had to ask for a receipt and account through the customer service department. *** entered someone else's name on my account the woman at customer service told me. There's scammers! I asked him and *** denied it! I need the fifty dollars back. Thank youCustomer Answer
Date: 04/21/2024
Good afternoon, I had an account with ****************** #************ the store representative *** and oais lied located at ************************************ that he needs proof from corporate *** when **** said to contact the store. I'm asking boost mobile to give me the refund of fifty dollars or I'll take them to court.they lied and misled me it's my money not there's! Call the store corporate talk to *** the manager and Smeer, and osis. I'll keep contacting them until they give refund the fifty dollars
Desired Resolution: Refund
Initial Complaint
Date:04/06/2024
Type:Service or Repair 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.
In fall 2023 we purchased a phone through Boost and activated it immediately. In February we were charged $216 for supposedly not having activated the device (receiving the notice on the phone that was supposedly inactive). We called, provided the device info, and after much arguing about the fact that yes, in fact, the device was activated etc., were told we would receive a refund. No refund. In March we called, reiterated the situation, and were told that we would receive a refund. No refund. In April I'm calling again, reiterating the situation, providing ticket reference numbers, etc. and they are mysteriously disconnecting me from the help center calls.Business Response
Date: 04/23/2024
April 18, 2024
Ms. ***********************
*****************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On April 8, 2024, we received your complaint, dated April 6,2024, filed with the Better Business Bureau.
You said that you were charged for your phone because it was not activated even though it was. You requested a refund.
As we discussed via email, the original shipment did not include a SIM card or instructions, which prompted your husband to transfer the card from your old phone to the new one. It was determined that because of this, the system did not recognize the new phone; therefore, it was not recorded as being activated.
I offered to unlock the phone or issue a refund; you elected for the refund. I also applied a two-month service credit to your account.
I apologize for any inconvenience this has caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Customer Answer
Date: 04/23/2024
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:04/06/2024
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 was charged 50$ by boost mobile. I dont have phone service through boost mobile. I dont even know who the phone belongs to that showed up on my recent transactions. I called their online division to be refunded whereby was told I would not get my money back, even thought the service is not mine nor do I know who used my credit card information to do the purchase. They still stand firm in NOT REFUNDING my money.Business Response
Date: 05/23/2024
May 15, 2024
*****************************
*************************************. J3
************, IN 46203
Re: BBB Complaint #********
*************
Dear ******************:
On May 14, 2024, we received your complaint, dated May 6,2024, filed with the Better Business Bureau.
You stated that you were charged $50.00 even though you do not have an account with us. You said that you contacted customer service and your refund request was denied.
As we are unable to validate if the payment took place fraudulently, we are unable to issue a refund. We recommend that you work with your financial institution to dispute the transaction, if it was made without your consent.
We regret any inconvenience.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*********************Initial Complaint
Date:04/05/2024
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.
Hello, I ordered a new iPhone on the 18th of March; the boost policy says that the item will be shipped between 1 and 5 business days. I got a *** tracking number, and the tracking said, "The delivery date will be provided as soon as possible." I let a week pass, and there was no update. I contacted a Boost agent, who told me to wait 24 hours for an update because they would send a new tracking number. I contacted ***, too, and they said that Boost did not send the package. Twenty-four hours passed, and I contacted Boost again, and this agent told a different story. I contacted another agent the same day and also a different story; this time, they said that *** lost the package, and at the same time, the tracking stopped working; the agent said that there was going to be an investigation so far two weeks passed at that time, right now I'm on my third week and still don't have my phone, I have contacted multiple agents from Boost, and none of them can give me an answer all of them have a different story. I can not cancel and order a new phone, which I needed about three weeks ago. I have been a loyal client, and I can only see bad service and no reasonable offers for existing clients; customer service could be better. Delivery Date 03/19/24 Tracking Number 1Z52A2591216681369 Order Number 6568-896104-4965 Order Date 03/19/24 Ticket Number: ******* Date Created: 2024-03-28 Description: Boost Mobile - Missing Shipment ***********************Business Response
Date: 04/18/2024
April 12, 2024
***************************
TX 77339
Re: BBB Complaint #********
************ - ************
Dear ************:
On April 8, 2024, we received your complaint, dated April 5,2024, filed with the Better Business Bureau.
You stated that on March 18, 2024, you ordered a new iPhone;however, it did not ship within the five business days that it should have. You indicated you received a tracking number, but the delivery date never updated.You contacted *** and you were advised that the package never shipped. You said that despite calling in to customer service several times, you have yet to receive your phone.
Our records indicate that order #****-896104-4965 shipped on March 19, 2024, via *** tracking number 1Z52A2591216681369.
As you did not receive the device, on April 11, 2024, we placed the **** on the blocked list and issued a $216.49 refund.
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:04/05/2024
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.
This company took $59 a month for 5-6 months out of my account and I do not have any accounts or received services with this company. I have tried calling the company and they are unable to tell me why they were taking my money, I keep getting the run around.Business Response
Date: 04/10/2024
April 9, 2024
*********************************
****************************
******, ** 63014
Re: BBB Complaint #********
************
Dear **************:
On April 8, 2024, we received your complaint, dated April 5,2024, filed with the Better Business Bureau.
You stated that you have been charged $59.00 per month for the past six months when you do not have an account. You contacted customer service several times, but they were unable to provide a refund. You requested a refund.
Our records show that the monthly payments were actually $30.57 and not $59.00 as you noted. We are unable to validate that the charges took place fraudulently; therefore, we are unable to provide a refund. We would recommend working with your financial institution to obtain a refund if you are indicating these charges were fraudulent. We also suggest you replace your credit card if you feel it has been compromised.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:04/05/2024
Type:Product 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.
On April 4th 2024 I made a purchase on boost infinite's website for two smartphones totaling $112.89. My payment was then processed but the next morning I got an email stating that there was a problem processing my order. When my wife called customer service she was told she could not be given a reason for the order cancellation. She also spoke with risk management and they could not tell her why the order was canceled. At this point our money is in the process of being refunded but we would want to know why our order was canceled. I believe it is bad business practice to charge somebody and then not provide service and not tell them why. Please assist us with this matter as soon as possible.Business Response
Date: 04/12/2024
April 12, 2024
***************************
*************************A
*********, ** 24517
Re: BBB Complaint #********
************ - ************
Dear ************:
On April 8, 2024, we received your complaint, dated April 5, 2024, filed with the Better Business Bureau.
You said that you purchased two phones on April 4, 2024; however, the order was canceled due to a processing error, and you would like an explanation as to why.You indicated that it is a poor business practice to be charged for a service/product and not receive it.
The processing error that you were informed of previously is still under review.
It is a common business practice for companies to charge for a service/product in advance. However, at times, there are unforeseen circumstances that delay or prevent their delivery.
We apologize for any inconvenience this may have caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Customer Answer
Date: 04/12/2024
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:04/04/2024
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.
On 3/18/2024 I ordered an IPhone 15 Pro *** from Boost Infinite I received my order confirmation and change of plan confirmation and nothing after that. I reached out to them multiple times about where my order was. Each time their story changed. I was told for weeks my phone never shipped and it wasnt marked as fraud. Now today theyre saying it was shipped out and supposedly delivered. I never received any tracking information from them. They told me to reach out to *** to file a claim. *** cant help me without the tracking information Boost Infinite refuses to give me the tracking information. This is ridiculous. I am attaching screen shots of conversations emails from them and what I paid them to ship the phone.Business Response
Date: 04/10/2024
April 9, 2024
Ms. ***********************
*************************** 1320
********, ** 19530
Re: BBB Complaint #********
************ - ************
Dear ********************:
On April 4, 2024, we received your complaint, dated April 4, 2024, filed with the Better Business Bureau.
You stated that on March 18, 2024, you ordered an iPhone 15 Pro **** however, you never received confirmation that the device shipped. You contacted customer care numerous times, but they were unable to provide assistance. You also said you were unable to file a claim with **** as you did not have any tracking information. You requested a refund.
According to tracking number 1Z0R954E4201931083, *** was unable to deliver order number 7996-861037-9891 to your address, and it was rerouted and returned. On April 9, 2024, a $72.00 refund was issued to your card ending in 1360.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:04/04/2024
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.
**** and said that the phones were new and gave my phone rebate to her family member over charge for phonesBusiness Response
Date: 04/16/2024
April 5, 2024
***********************************
********************** 2
*******, IL 60649
Re: BBB Complaint #********
************ - ************
Dear ********************:
On April 4, 2024, we received your complaint, dated April 4,2024, filed with the Better Business Bureau.
You stated to have been lied to regarding the device you purchased and that you would be getting a new phone. You also mentioned a phone rebate was given to a family member and you were overcharged for your devices.
The iPhone 11 has not been in production since 2022, so the device you purchased was refurbished.
There is no record of a rebate being offered by customer care; therefore, no rebate was given to a family member.
There is no record of you addressing any overpayment for your devices. Because you purchased them from a Boost Mobile retail store, you would need to address this where you purchased the phones. Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
Your request for a refund has been declined.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
*****************************Customer Answer
Date: 04/17/2024
Complaint: 21529549
I am rejecting this response because:
Sincerely,
*******************************
Boost Mobile is NOT a BBB Accredited Business.
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