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:04/06/2024
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,
*******************************Initial Complaint
Date:04/03/2024
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 sold me a phone at their store and said that they should be able to unlock it because I have been such a loyal customer for so long. They also told me that I could use my phone overseas. That was a lie. They are now saying that they will not unlock my phone. They have lied twice about their service. They will not unlock my phone. They say , as they have in other BBB complaints, that it was purchased at a substantial discount. I asked them to state what the discount was, and that I was willing to pay the difference. Individual on the phone hung up on me. Another lie,Business Response
Date: 04/29/2024
April 28, 2024
*************************************
********************
******************
Re: BBB Complaint #********
************ - ************
Dear ******************:
On April 4, 2024, we received your complaint, dated April 3,2024, filed with the Better Business Bureau.
You stated that you purchased a device at a ******************** retail store, and you were informed it would be unlocked. You also said that you were advised your Boost Mobile service would work overseas. You requested for your device to be unlocked.
My attempts to contact you at ************** were unsuccessful.
Boost Mobile will unlock a device under the following circumstances:
The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months
Our records indicate your device was activated on November 5, 2023, and is not currently eligible for unlocking. Please be aware that Boost Mobile's network does not provide service overseas. We apologize if you were advised otherwise.
A review of your account shows that your phone number was ported to a new provider as of April 11, 2024.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*****************************************350
******,CO 80210
*****************************Initial Complaint
Date:04/03/2024
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.
In August 2023, Boost Mobile issued a $10 credit to my account. I pay for cell phone service once a year in late April for the entire year. While logging into my Boost Mobile account, I noticed that the $10 credit vanished from my account, which should be impossible as it couldn't have been used for anything since my yearly payment isn't due until late April 2024. Also, Boost Mobile only issued the $10 credit after I contacted the BBB.So here I am again as when I asked Boost Mobile where my $10 credit went, they had no answers...Attached is a photo of proof that Boost Mobile did apply a $10 credit to my account back in August 2023 (as per their statement with the BBB resolution team. That complaint # was 20312183).I am requesting that Boost Mobile put the $10 credit back onto my account in time for it to be applied to my payment in late April 2024. Also, it would be very considerate if Boost Mobile issued an additional courtesy credit due to the fact that I have to once again contact the Better Business Bureau to have my issue resolved.Business Response
Date: 05/03/2024
April 10, 2024
*************************
1672 *********************************
*******************************
Re: BBB Complaint #********
************ - ************
Dear ************:
On April 9, 2024, we received your complaint, dated April 3,2024, filed with the Better Business Bureau.
You said that you were issued a $10.00 credit; however, it did not appear when you logged into your account. You reported this issue to customer care, but they were unable to resolve it. You requested this credit be reapplied to your account.
Due to a lack of payment activity, your account became dormant and your payment history and credit balances are unavailable for viewing.Please note that this has no effect on your service and you still have a $19.22 credit balance. You can reactivate your account by making a payment of at least one *****, which I have already done so you can see your balance.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*******************, #***
******,CO 80210
*****************************Initial Complaint
Date:04/03/2024
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 full monthly balance and I was enrolled on ACP program. There was charges of ***** deducted from my account as wellBusiness Response
Date: 04/11/2024
April 4, 2024
***************************************
***************************br>**********, ** 71108
Re: BBB Complaint #********
************ - ************
Dear ************************:
On April 3, 2024, we received your complaint, dated April 3,2024, filed with the Better Business Bureau.
You said you are charged the full monthly balance despite being enrolled in the Affordable Connectivity Program (ACP). You also stated there was a charge of $25.08 deducted from your account. You requested a refund.
When we spoke, I informed you that the account ************ has no history of receiving ACP benefits. I requested the account number associated with your ACP benefit and your ACP enrollment number, but you were unable to provide either.
It is necessary for you to visit a local participating Boost Mobile store for further assistance with ACP enrollment. Please use Find A Store on our website to locate one in your area. We recommend that you call beforehand to confirm they are active participants in the ACP.
I was unable to locate any payments of $25.08. Please send me a bank statement showing this payment, so I can look into this further. If you retrieve the account number and/or enrollment number associated with your ACP benefit, please send that to me as well. You can send the requested information to ********************* or 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
**************************************
******,** 80210
*****************************Initial Complaint
Date:04/03/2024
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 decided to switch my mobile phone carrier to save money. This switch was to occur in March. I am switching to Spectrum Mobile. In order to switch I had to ask Boost for a carrier unlock. My phone, which I purchased in full with no lease, was purchased either the end of March and definitely eligible for carrier unlock since purchase on or about April 2 of last year. I was told by Boost I must wait 1 year, the which I was told was the end of March, since my purchase. I have called again and again for a carrier unlock to switch carriers. That day came and went. I called again and was told it be April 2 to get my requested carrier unlock. I called today and was told I cannot receive a carrier unlock although it has been 1 year. Also, I have been with Boost since January of 2020. I have faithfully paid my bill on time with auto debit. I feel I had no choice but to turn to the BBB for help.Customer Answer
Date: 04/06/2024
I appreciate your instruction regarding your process intending to help me understand youre somewhat of a mediator instead of me thinking youre taking sides. That would be very hard to help resolve these issues. With that said, my phone has yet to be carrier unlocked when there is absolutely no reason they are holding me hostage by refusing to release me and my phone. It seems sort of discriminatory to me. I was told that I would have to wait a year for carrier unlock per company policy. That date has come and gone. So what else could it be except discrimination.Customer Answer
Date: 04/09/2024
This has nothi
g with a repair issue. Boost mobile needs to carrier unlock my phone so I can switch cargo. Their company policy is if you purchase not a lease but a purchase from them you must wait one year before your phone can be unlocked with that ************ year has come and gone and they refused to release my phone. My phone is broken. Nothing needs to be repaired. I just need it to be unlocked.h
Business Response
Date: 04/11/2024
April 4, 2024
*****************************
***********************
***********, ** *****
Re: BBB Complaint #********
************ - ************
Dear ******************:
On April 3, 2024, we received your complaint, dated April 3,2024, filed with the Better Business Bureau.
You stated that you purchased a device around the end of March 2023 and therefore, it would be eligible for unlocking in April. You indicated that you contacted customer care several times and requested your device be unlocked, but we refused. You requested it be unlocked.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card inserted.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* 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.
Boost mobile released their carrier lock of which I am thankful for.
Sincerely,
*************************
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