Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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.

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Submit a Complaint

The 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:07/02/2025
Type:Service or Repair Issues
Status:
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 went into the Boost store on June ******* and explained that my IPhone 15 was stolen and I wanted to purchase a phone for around 100 dollars and use my phone number until my replacement phone came in the mail from ******The owner ***** said sure he could do that and asked me if I wanted to add another line I said no.He added another line and gave me an IPhone 16e with a three year contract for ******.I was not told about either.He made it seem like he was taking care of the whole phone situation that I was in regarding my stolen phone.He didnt ask me anything about anything to do with the transaction at all.The contract was signed electronically he must have done it because I did not or would never have agreed to it.I returned the phone on June 26th he told customer service he would return the phone he followed there instructions to factory reset the IPhone 16e and got my iPhone 15 working for me.He returned the phone as proof I got it returned he wrote return on the receipt and his name.He said it would take 24 hours for his manager to process the return.On Monday June 30th customer service advised me to go to the store because the phone was showing still active and not cancelled.Customer service asked him on speaker on my phone if he could show proof the phone was returned and he said yes and instead went in the back room and came and set the phone down next to me.Customer service told me to take the phone and leave and they would return it.I called customer service back and they told me that they dont return in store purchases after they had told me to take the phone out of the store and they would return it.Otherwise I wouldnt have taken the phone.Then I got into the car and customer service said she couldnt garentee that they would be able to return the phone after she had me take it out of the store and said that they would.I just want to return the phone and cancel the contract and additional phone line with the number **********.
Business Response
Date: 07/31/2025
July 28, 2025

Ms. ******* *********
*****************************************
**************************

Re:          BBB Complaint #********
                *************

Dear Ms. ******************** July 8, 2025, we received your complaint, dated July 2, 2025, filed with the Better Business Bureau.

You said that you went to a Boost Mobile retail store on July 16, 2025, requesting a cheap device. However, you stated that you were sold an iPhone 16e with a financing contract unknowingly. You also stated that the store refused to accept the return of your device and were unable to return it through customer *********** requested to return the iPhone 16e and void the contract.

When we spoke, I informed you that because you are now outside the 30-day return window, the store will not accept a return for the device. Additionally, I confirmed you were informed of and agreed to the financing terms for the iPhone 16e, which you initially paid off on July 8, 2025, and you still have the device in your possession. However, because you disputed $583.32 for the device financing on July 26, 2025, those funds were returned to you. The iPhone 16e will now be blacklisted until this valid balance is paid.

We regret any confusion this may have caused.

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

****** ********
Customer Answer
Date: 08/01/2025

Complaint: 23548450

I am rejecting this response because:
I tried to return the device within the 30 days and Boost acted like they were going to and then just kept not following through it is not my fault that this complaint wasnt addressed by Boost until two days after the 30 days and again I was not offered to return the device again and was refused help to when it was all a dishonest transaction by Boost.I am not paying for a phone I never agreed to purchase or even had any knowledge that I had purchased it as the employee signed the electronic signature himself without me even knowing anything and added an additional line without my knowledge also.I am not paying for the outrageous charges for the additional line either that I never gave consent to.I am going to have two IPhones lose my original phone number that I have had for years and have no choice but to go to another retailer with integrity and honesty and get a new device there and a new phone number.I am not giving Boost any of my money that they tried to scam from me fraudulently.And caused me nothing but a great amount of stress for almost a whole month all because of Boosts dishonest fraudulent behavior.I have been a boost customer for over a year and was doing just fine with the phone line I already had and my monthly bill.I could care less about blacklisting a phone u fraudulently put me in a contract for without my knowledge and consent.I will always put the truth regarding this matter that I was fraudulently charged for the whole transaction and I am not paying Boost for trying to steal my money from **** didnt ask for or deserve the way Boost totally committed fraud towards **** cannot see this company being in business for very much longer scamming people like they do and take no accountability or acknowledgment of doing this.U r continuing to keep lying saying that I agreed to the terms when I did not.I didnt even know any of it was being done to me.Boost is a horrible company I will not ever recommend Boost services to anyone or ever have anything to say except that they totally are a dishonest horrible ********** credit is extremely important to **** always pay everything I am responsible for and this I am not responsible for and I am not paying for Boost trying to steal my money from me.What a disgraceful so called company.I dont even comprehend how Boost is legally allowed to do what they have done to me and get away with it.This wasting my energy over and over on this matter is totally unacceptable.Who would pay for charges they never agreed to!I will take the loss of my original IPhone could care less about the additional IPhone I didnt agree to buy and have to get a new phone number and not be able to use the original IPhone that I didnt agree agree to purchase.If the original phone gets shut off that is boost voiding the contract I agreed to not **** paid my monthly bill for my IPhone and bill I was responsible for so shutting it off would just be more unprofessional behavior from Boost.And like I said this was all fraudulent and I am not giving my money away!Nice try though!Boost is nothing but a scam to rip innocent people off of their survival money to desperately take money that they are and never were in titled to take.
Sincerely,

******* *********
Business Response
Date: 08/12/2025
August 9, 2025

Ms. ******* *********
***************************
*******************************;

Re:          BBB Complaint #********
                *************

Dear ******************************* 8, 2025, we received your rebuttal,dated August 7, 2025, filed with the Better Business Bureau.

You continue to dispute not being allowed to return your device, and that you were fraudulently placed in a financing agreement without your consent. You also said you will not be paying for an additional line and disputed another line being added.

I was informed by the retail store that when you initially attempted to return the device within the 30 days, it was denied because your device was damaged. The terms and conditions state, Your Device(s) must be in like-new condition (e.g. no cracks, scratches, liquid damage, or any other damage) and with any locking software or applications disabled or removed. We will not accept any Device returned in used, damaged, or altered condition. When we receive a returned Device,we will determine if it is damaged, used, or altered, and if so, we can reject those returns. The store informed you of this and you left the device on their counter. You returned to retrieve the device and it is in your possession, so no return will be accepted for it. The store also informed me that you were fully aware of the financing agreement for the device and you consented to the transaction.

We regret if you disagree; however, we found no evidence of fraudulent activity conducted by the store in question.

Please note, a review of your account revealed no second line active and you are only paying for one line.

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

                ****** ********
Customer Answer
Date: 08/13/2025

Complaint: 23548450

I am rejecting this response because:That is a lie just like everything the company has been the whole ti**** can take the phone to another Boost store or another retailer and they will verify that the phone is not damaged in any way.I had the phone for ten days the store retailer accepted the phone to return and never followed through with returning it.Boost customer service had me get the phone back and said they would return it by mail which was another lie or the employee didnt know what she was talking about is what another employee told ***** if she wouldnt have had me get the phone back saying Boost would return it by mail I wouldnt even have the phone and none of this would even be going on.I have absolutely no problem taking the IPhone 16e to a retailer to prove the phone is not damaged and Boost is being dishonest.I do not deserve all the stress that this company has caused me since June 16th,2025.I already have an IPhone 15 and a line why they r trying to make me pay for another line and phone I didnt agree to even get is beyond **** returned the IPhone 16e on June ******* and the retailer accepted it so saying it was damaged is just another lie.I bought a screen protector and a case the phone I had for barely 10 days and nothing was or is damaged at all.He just didnt process the return and the customer service person acted like I needed to get the phone and have it returned by mail to them because she said it was showing it was still in my possession and she said I needed to get it back because who knows what he would do keep it or something.This is exhausting and totally energy draining over some greedy company and dishonest workers!

Sincerely,

******* *********
Customer Answer
Date: 08/21/2025
Yes I still have the ********* is in the box that it came in sitting here at my house.I was told by the worker/owner that he would return the phone when I returned it ten days after I had it and he never processed the return so Boost customer service told me to get the phone back and they would return it through the mail which was a lie because they dont return phones purchased at stores so because they did that I got stuck with this phone and a huge bill for totally scamming me completely over it.The person that contacted me about my complaint with you said she wasnt going to help me because it was two days past the 30 days to return it when she called me.She said nothing about the phone being damaged like she put in her reply to this through your business.The phone is not damaged.All they do is lie about anything and everything.The worker/owner at the store on top of fraudulently signing me up with another phone and another phone line also fraudulently changed my plan for my original phone from 30 dollars a month to 60.I even paid for the phone and extra line bill so I could just stop all the stress they caused me for over a month and so I could keep my original phone line on and phone number.They wouldnt let me cancel the fraudulent line they added without me even knowing unless I paid the device they fraudulently charged me for without my knowledge or ********** credit card company wouldnt even pay for the phone and bill because they committed fraud on me.This company is a horrible company.Taking money from innocent hard working and disabled people that they have to scam to get.All I want is for them to return the phone that they scammed me into having and reverse all the charges for the phone the added line and the extra 30 dollars a month on my original phone.
Initial Complaint
Date:07/02/2025
Type:Order Issues
Status:
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 have a Boost Mobile account and recently decided to bring my sons cell phone over to my plan. I began the process to port his number over on 6/27/25. When I received my bill just 4 days later it seemed higher than expected. Upon further investigation, it turned out that Boost charged my sons line a FULL months service for the days of 6/27/25 through 6/30/25. He was charged a full month for 3 days of service, plus the full month in advance. So he was charged 2 full months. The charge was $51.04, $25.00 for each month plus tax. Upon further investigation I learned that the same thing occurred on my wifes line when I ported her number the month before. She was charged 2 full months when I added her phone, even though the first partial month was 13 days, May 18 through May 31, 2025. Total monthly charge *****. The same thing happened when I added my Apple watch a few months before, I was charged 2 full months for 1 day and 1 month ($21.06, $10 x 2 plus taxes.I have worked in customer service for nearly 30 years and Ive never seen a billing policy like this. I called and was very nice expecting them to admit an error, but they said that is the way the policy works, they dont prorate bills, even if it is for 1 day. Obviously if Id known this I wouldve waited until the billing start date to add a line. When I spoke to them, the front line representative even admitted she disagreed with the policy but said she could do nothing about it. Finally a Resolution Specialist came on the line and offered $10 credit as a courtesy. I advised her to please not act like she is doing me a favor because I am still very much in the hole. I simply cant understand how they can charge a FULL month for 1 or 2 days of service and think that is ok.
Business Response
Date: 07/10/2025
July 8, 2025

Mr. ****** *******
***************
***********, OH 45601

Re:          BBB Complaint #********
                ************ - *************

Dear Mr. ****************** July 2, 2025, we received your complaint, dated July 2, 2025,filed with the Better Business Bureau.

You said that you added two lines, but you were charged full price for three days of service and you were informed Boost Mobile does not prorate billing. You indicated that you received a $10.00 credit; however, you requested an additional billing adjustment.

When we spoke, I informed you that Boost Mobile does not prorate billing; therefore, if you add a line in the middle of your billing cycle, you will still be charged full price. As a courtesy, I applied a $52.00 credit to cover the time you were charged, which you accepted.

We regret any confusion this may have caused.

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

                ****** ********
Customer Answer
Date: 07/10/2025

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:07/01/2025
Type:Service or Repair Issues
Status:
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 brother is in a nursing home on the other side of the town and I open the account for him. He has the phone and does not know how to obtain a code. I tried to call in to make a payment and I can't and Boost wants to change me a fee for a payment. Highway robbery! Boost makes it so difficult. My I called and spoke with a customer service agent and she stated I shouldn't have to worry about a code. There's need to be a change.******* ******* ************** My number is **************
Business Response
Date: 07/10/2025
July 7, 2025

Ms.******** *******
19 ***** ****
Cheapeake,VA 23334

Re:         BBB Complaint #********
                ************** - *************

Dear Ms. ****************** July 2, 2025, we received your complaint, dated July 1, 2025, filed with the Better Business Bureau.

You stated that you would like to make payments via the Boost Mobile application without having to confirm a one-time passcode (OTP). You would also like to make payments in-store or by phone with customer service without being charged an agent assistance fee. You requested an easier way to make payments.

When we spoke, you indicated that you would like to visit a local retailer and explore in-store options for a new device. We also discussed adding a credit/debit card to the account to take advantage of AutoPay.

We appreciate your feedback about our payment options and your concerns will be shared internally with the appropriate personnel.

We regret that your experience was unfavorable.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** /******* Better Business Bureau
                *******************************************;
                ******, CO 80210

****** ********
Initial Complaint
Date:07/01/2025
Type:Customer Service Issues
Status:
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 signed up for 15 lines for a project, then decided service isn't great at my house and I want to cancel. Boost has a 30 day money back guarantee (************************************************************************) and my accounts are eligible according to the rules on that page. However I have been on the phone for over 4 hours with support agents repeatedly refusing to refund my 1st month of service.
Business Response
Date: 07/10/2025
July 8, 2025

Mr. ***** ********
********************************

Re:          BBB Complaint #********
                ************** - *************

Dear Mr. ******************* July 1, 2025, we received your complaint, dated July 1, 2025, filed with the Better Business Bureau.

You stated that you recently signed up for Boost Mobile service, but the coverage in your area was not acceptable. You requested that you be refunded for the order via the 30-day money back guarantee.However, you said that customer support would not process a refund for the $260.00 payment.

When we spoke on July 1, 2025, I advised you that since the order was placed at a Boost Mobile store, you would need to return there to request a refund. You understood that you would need to go back to the store where you made the purchase.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ***** Laslo
Initial Complaint
Date:07/01/2025
Type:Billing Issues
Status:
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.
Date of the transaction was 6/30/2025. I paid for an upgrade plan and free phone from Boost mobile for his cell phone. All we were responsible for was the activation fee. we were told the fee is $35.00 plus tax. The business charged me an extra $4.00 for card use. But then another $25 for additional tax. The zip code of this location is ***** and is a 3.5% tax. He charged me a total of $64.20. Why did i paid extra when the activation was only $35? I just want the extra $25 refunded
Business Response
Date: 08/04/2025
August 4, 2025

Mr. **** ***
*************
****************

Re:          BBB Complaint #********
                ************ -2025-07-13861

Dear Mr. ************** July 9, 2025, we received your complaint, dated July 1, 2025, filed with the Better Business Bureau.

You stated that you visited a local retailer to upgrade and activate a device. After the transaction was completed, you noticed an unexpected $25.00 charge. You requested a refund.

Retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. To ensure a satisfactory outcome,our retail liaisons have contacted the location on your behalf and an investigation was concluded. The retailer worked with you to secure a $50.00 account credit and per your request, your plan has been adjusted to the $25.00 Unlimited, effective immediately.

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,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

****** ********
Customer Answer
Date: 08/04/2025

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:07/01/2025
Type:Service or Repair Issues
Status:
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.
Apr 21, 2025 I purchased a Boost Mobile phone and repaid card through *******. I attempted to activate the phone, which never worked. I was never able to create an account and go into a loop of "Your temp password has been texted to your phone number" which was an issue since my phone never activated. I reached out to support several times (at least 5 times) each time the person promised "This will work, just turn your phone off and wait ***** minutes" No one was willing to stay on the line (likely they knew it wasn't going to work). After hours of frustration and support loops I tried to make sure that Boost would not try to charge me on a re-occurring billing cycle since the service did not work and I couldn't get into it. Support insisted that they needed my social security number (which was never part of the setup process) and refused to cancel even though I gave my full name, order number, IMEI, etc. I have twice had my bank cancel their billing. I am not looking for money back since my bank credited me back twice for the (so far) 2 billing cycles. I just want them to STOP trying to bill me for a service I never had.
Business Response
Date: 07/25/2025
July 16, 2025

Mr. **** ********
***************************************
*****************

Re:         BBB Complaint #********
                ************ - *************

Dear Mr. ******************* July 1, 2025, we received your complaint, dated July 1, 2025, filed with the Better Business Bureau.

You said that you were unable to activate your Boost Mobile account, but we continued to try to charge you. You request that attempts to charge your bank account be discontinued.

A review of our system found that autopay is deactivated.

We apologize for any inconvenience this may have caused.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 07/25/2025

Complaint: 23541655

I am rejecting this response because: I would like clarification on the autopay was deactivated part. Was this found to be deactivated before or after this complaint?

Sincerely,

**** ********
Business Response
Date: 08/06/2025
August 5, 2025

Mr. **** ********
**********************
*****************

Re:          BBB Complaint #********
                ************ - *************

Dear ****************************** 1, 2025, we received your rebuttal, dated July 31, 2025, filed with the Better Business Bureau.

You said that you rejected my response because you would like clarification on when autopay was deactivated, i.e., before or after the filing of your complaint.

Throughout the multiple emails we have exchanged, I informed you that the only account I can locate associated with your name and address was opened in 2023; therefore, I requested the last four digits of the card the payments were charged to, so I can research and possibly issue a refund.

You reiterated your frustration about how this all transpired and the only purpose for filing the complaint is to bring awareness to Boost Mobiles unethical business model.

Boost Mobile conducts business following prescribed rules, laws and ethical business standards; therefore, once you provide the information requested, we will perform an in-depth review and properly address the concerns you have raised throughout this process.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 08/06/2025

Complaint: 23541655

I am rejecting this response because: I will respond when I find that information. As previously stated I had to get a new credit card because of Boost and have since shredded the old card. I will get you that information. I also find it puzzling that you stated here that the account was closed and auto billing stopped, yet in the email communications you had to verify the account was no longer being billed.

Sincerely,

**** ********
Initial Complaint
Date:07/01/2025
Type:Delivery Issues
Status:
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 an iPhone 16 Pro from Boost Mobile. *** delivered an unsealed, tampered box with no phone inside. I took photo and video evidence of this. I immediately contacted both Boost Mobile and ********** confirmed that Boost did not require a signature for delivery and that only Boost Mobile, as the shipper, can file a missing contents claim. Boost refused to do this and closed my support ticket based solely on a photo *** took showing a box at my door not proof of contents.I have made multiple attempts to get assistance from Boost Mobile, but they are denying responsibility and redirecting blame. I am requesting a full refund or replacement device.I have documentation, photos, tracking info, and all support call logs if needed.
Business Response
Date: 07/25/2025
July 23, 2025

Mr. ********* ****
****************************************************************

Re:          BBB Complaint #********
                *************

Dear Mr. *************** July 1, 2025, we received your complaint, dated July ******, filed with the Better Business Bureau.

You stated that you ordered an iPhone 16 Pro. However,when it arrived, the box was empty and showed evidence of tampering. You provided pictures and opened an investigation for a lost package with **** but this was closed with proof of delivery. You requested to receive a refund.

Our records indicate that you purchased the device on June 27, 2025, with a payment of $1,085.99, which you disputed through your financial institution. Our billing department has confirmed that this payment was returned on July 5, 2025, through 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

                ***** *****
Initial Complaint
Date:06/30/2025
Type:Billing Issues
Status:
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.
To Whom It May Concern,I am filing this formal complaint against Boost Mobile due to repeated billing errors, unauthorized charges, and a complete failure of customer service that has led to over $600 in losses and significant emotional distress.Over the past three months, I have been wrongly charged for four separate mobile plans and several unauthorized phone linesnone of which I ever requested or approved. These billing errors appear to have resulted from at least five different incidents where Boost Mobiles customer service agents failed to properly manage my account due to language barriers, lack of training, and inconsistent internal systems.Despite my efforts to resolve the issueincluding eight phone calls and six in-app chat sessions totaling over ******************************************* fact, the situation worsened. Instead of correcting the problem, Boost Mobile repeatedly created new lines on my account, charged me again, and failed to cancel the services I did not authorize.Multiple support tickets were opened and escalated, but each time I was told there was no record of prior communication. Some account logs even appeared to be missing altogether. I was ultimately told I could only receive minimal credits, or nothing at all, for the unauthorized chargesdespite clear evidence that the errors were on Boost Mobiles end.This is unacceptable. I am requesting the following:1.A full investigation into my account and billing history for the last 3 months.2.A complete refund or account credit for all unauthorized and duplicate charges.3.Written confirmation that my account has been corrected and is now secure from further errors.Boost Mobiles handling of this situation has been unprofessional and deeply frustrating. I am turning to the Better Business Bureau to help hold them accountable and ensure this issue is resolved fairly and promptly.Thank you for your time and assistance.Account Number: **************************,
Business Response
Date: 07/25/2025
July 16, 2025

Ms.***** ******
******************************
Supply,** 28462

Re:          BBB Complaint #********
                20234614074443-2025-07-13249

Dear Ms. ***************** July 1, 2025, we received your complaint, dated June 30, 2025, filed with the Better Business Bureau.

You expressed concern with the following:

Device plans
Unauthorized lines
Refund/credit
Customer service

You said you were charged for different plans. Our records show that when you added new lines, you put two under the Unlimited plan, one under the Unlimited Plus and the other under the Infinite Access for iPhone. Three of your lines are now on the Unlimited plan.

You stated we created new lines for you and charged you for them without your authorization. Your calls were reviewed and you accepted the lines being added and activating devices on said lines. There is also no record of you requesting to cancel any lines, and I was unable to locate any other account with the information provided. When we previously spoke, I offered to cancel any unwanted lines, but you declined.

You requested a refund or credit for the unauthorized charges; you indicated that you were offered a minimal credit. A review of your account found you have been charged correctly for the lines and plans you have on your account. You received a credit of $27.78 every time you were charged the phone discount reversal. An additional credit totaling $27.78 was applied to your account for the month of July 2025. We regret any confusion this may have caused.

You expressed frustration with the customer service you received. We strive to provide excellent 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

cc:          ****** / ******* Better Business Bureau
                ***************************************************;
                ******, CO 80210

                ****** ********
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
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 offered a free ******* A16 upgrade this month (June 2025) if I went into my local Boost store. I called the store about a week ago, and they confirmed I qualified for the upgrade. They told me there is a $35 activation fee, but they could waive it if I activate the device myself. So I go today (June 30th), since it's the last day of the offer, and I am told that the terms have changed, and I must now pay the $35 fee. Needless to say, I wasn't happy, and I did not get my phone. I called customer support, and they told me I shouldn't have to pay the fee, but the man working at the store was firm on me paying the fee. I just want my free phone.
Business Response
Date: 07/10/2025
July 8, 2025

Mr. ******* *******
*****************************************

Re:          BBB Complaint #********
                ************ - *************

Dear Mr. ****************** July 1, 2025, we received your complaint, dated June 30, 2025,filed with the Better Business Bureau.

You said that you went to a Boost Mobile store to take advantage of a free phone offer; however, you were told that you would have to pay an activation fee. You want the device without paying the activation fee.

Boost Mobile stores are independent and they set their own policies and procedures. We are unable to require them to waive the activation fee. We recommend that you contact another store if you are not willing to pay their fee.

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

                ****** Steffani
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
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.
Employee *** with ** LVQ just wanted to argue. Even had a store employee get on the phone with him and he yelled at her too and refused to help us. My gram bought two phones from them. Tried to pay bill and couldnt get the code so they wouldnt verify her and told her to bring in her **. Brought in the ** and they threatened to hard lock her account and said they cant verify her because she cant remember her ex from 16 years ago birthday. Why is that even a question ??? She havent been associated with him in almost two decades.
Business Response
Date: 07/15/2025
July 11, 2025

Ms. ****** ******
*****************
*********, ** 15022

Re:          BBB Complaint #********
                ************** - *************

Dear Ms. ***************** July 1, 2025, we received your complaint, dated June 30, 2025, filed with the Better Business Bureau.

You stated that you experienced poor customer service while attempting to pay your bill because you were unable to verify the account. You requested to be contacted to discuss this matter further.

My attempts to contact you to discuss this matter via phone call and email were unsuccessful.

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 ***********************************************************.

We appreciate your feedback regarding your experience, and your concerns will be shared internally with the appropriate personnel. 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,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *************************************************;
                ******,CO 80210

****** ********

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