Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,973 total complaints in the last 3 years.
- 1,510 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/20/2024
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 had purchased 3 new Boost Mobile phones I. November 2023 and activated 3 lines. Since activated, we have had extremely poor network service - calls not going through- in or out, dropped calls, slow and lagging network, unable to use internet, download apps, use search engine, use GPS through maps on phone for directions, etc. I have contacted IT department several times and I placed several tickets. The tickets have been closed without and update and without any improvement in service. I am constantly told to wait and call back if issue persists. There has been no resolution to this day. The recent ticket was closed again. Meanwhile, I am charged the full monthly charge of $180 for 3 lines. Due to being told - wait and see, the return policy had expired. One of the IT reps stated that the phone sold during the time period when I bought my phones were faulty. I was not given an option to replace the faulty phones. As of today, I am still told to by IT **** to wait and see if things get better with service and missed calls. The most recent ticket was closed without any improvements. I was told to call back again later. Calling and reporting the same ongoing issue time after time is not reasonable. I would like to be able to terminate my agreement with Boost Mobile, return the faulty phones and be refunded this months charge.Business Response
Date: 04/10/2024
April 1, 2024
*****************************
6317 **************
***********, ** 78233
Re: BBB Complaint #********
************
Dear ************:
On March 21, 2024, we received your complaint, dated March 20, 2024,filed with the Better Business Bureau.
You stated that since you activated your three lines, you have had poor service, including dropped calls and other technical issues. You have called in many times and numerous tickets have been opened, but these issues have not been resolved. You requested to return your devices for a refund and disconnect the service.
My attempts to contact you by phone at ************** on March 27, 2024, and April 1, 2024, were unsuccessful, but I left a voicemail on each attempt. I also sent an email to you at ****************** with a request to contact me.
Our records confirm that a signal issue exists in your area, and mitigation has been implemented to resolve it. If you have any questions or ongoing concerns with the service, please contact me directly for assistance.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:03/18/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband purchased our son an upgraded phone with Boost Mobile a iPhone 12 (he had a iPhone SE for 14 months. He purchase the phone in February of 2024, the phone worked fine the first week and half. Then the phone started giving this SOS message where we had to cut it off and cut it back on for it to work. The week of March 8, 2024 he traveled on vacation for spring break and was unable to use the phone at all. Sunday 3/17/2024 when he arrived back home we went to the local Boost Mobile store in ******* ********* did absolutely nothing stated the tow was down in the area & to call customer service. We arrive home call customer service and was on the phone with them over 16 times that day and up to 2 and half hours at a time. They kept telling us something different each time. Finally we spoke to one agent who attempt to do a **** Card (for two hours they attempting to get a signal to the phone in order to do the **** card which never ever would get a signal). So then we ask them could we just get the pin to the phone number to take it to a different carrier they inform us that we cannot take the phone to a different carrier for a year. Which didnt make any sense because we arent paying payments on the phone we purchased the phone right out. We went to the store the next day they told us we had to buy a new *** card we purchase the *** card and the phone still doesnt work. We asked to just set the *** card up in his old phone, still no service. So we are out of the money we spent for a upgraded phone for my son over $200 plus we are paying for a service my son cant use because they cant get the *** card to work & we cant use a *** card in his ole phone. We have spoken to over 16 agents on the phone 3 agents at the local store, we have tried to speak to account specialist managers and its still no resolve.Business Response
Date: 04/10/2024
April 9, 2024
*******************************
**************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ********************:
On March 19, 2024, we received your complaint, dated March 18, 2024, filed with the Better Business Bureau.
You said you purchased a device from ******************** for your son and have had service issues since its activation. You requested the device be unlocked and you were told it had to be active for 12 months. You paid for the device in full, so you do not understand this policy.
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
When we spoke on April 8, 2024, I confirmed the device was paid for in full. Boost Mobile offers equipment upgrades at a discounted price and therefore, requires devices to be active for 12 months before being eligible for unlocking. This account was activated on January 4, 2023, and the device in question was activated on February 7, 2024. You did not have access to the device at the time, so you will call me with additional information when you can.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 04/10/2024
Complaint: 21452134
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:03/18/2024
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.
The lady who I talked to at boost Mobile customer service changed my phone number without my permission or me requesting it and now I can't got my Old phone number back. I created a new account In my name for my niece with a new device so I would have 2 accounts in my name one with my old number and one with my nieces number and they will not compensate me for their s**** upBusiness Response
Date: 04/10/2024
April 7, 2024
Ms. *********************
***********************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On March 19, 2024, we received your complaint, dated March 18, 2024, filed with the Better Business Bureau.
You stated that a customer care agent changed your phone number without your permission, and you could not get it back. You created a new account in your name for your niece, so you would have two accounts in your name: one with your old number and one with your nieces number. You requested compensation and your old phone number.
When we spoke by phone on March 26, 2024, I informed you that your phone number was not reissued, and I would reach out to my porting team to find a way to attach it again to your account.
When we spoke again on April 1, 2024, I informed you that our porting team required proof of ownership for the number, which I submitted on your behalf to expedite the process. I let you know that I would update you once I had more information regarding this issue.
On April 4, 2024, I called you on the number ending in 1248 and you informed me that your number was now working as before. I let you know that our porting team was successful in reassigning the original number to your account/device, and our backend technical team was finishing up making sure it showed properly on your account going forward. You were satisfied with this resolution.
In the interest of customer service, I applied a one-time $35.00 courtesy credit to your account as compensation.
We apologize for any inconvenience this may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Initial Complaint
Date:03/18/2024
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.
Boost Mobile is holding me hostage to their carrier by keeping my phone locked. My phone is paid in full , Im dissatisfied with the service and would like to change phone carriers . They also are storing my credit card information when I asked them not to do so.Business Response
Date: 03/27/2024
March 19, 2024
*************************
********************************* 503
******, ** 12202
Re: BBB Complaint #********
************ - ************
Dear ************:
On March 18, 2024, we received your complaint, dated March 18, 2024, filed with the Better Business Bureau.
You stated that we are refusing to unlock your device. You also mentioned that we are refusing to remove a payment method from your account. You requested your device be unlocked.
Your unlock request is denied. Our records reflect that you bought the phone at a significantly discounted rate and as such, it is not eligible to be unlocked until January 8, 2025 (as long as it meets the unlocking criteria).
To remove a payment method, you can log into your online account, go to Payment Method and select Remove.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 03/28/2024
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:03/18/2024
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.
From August 2023 - February 2024 Boost Mobile unlawfully took $560 out of our account without authorization. They have confirmed that the lines they said we authorized we're never used after July and we gave them authorization when we were porting our two main numbers out to another service due to poor signal quality. Why would we give authorization for auto pay to a company we were leaving because of poor cell quality?Business Response
Date: 03/27/2024
March 19, 2024
***************************
*************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 18, 2024, we received your complaint, dated March 18, 2024, filed with the Better Business Bureau.
You stated that from August 2023 through February 2024 funds were taken from your account without authorization. You also mentioned that you gave authorization in July 2023 for the two main numbers on the account to be ported to a new service provider. You requested a refund of $560.00.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
Our records indicate that your numbers, ************ and ************, were both ported out to a new service provider in July 2023;however, the numbers, ************ and ************, remained active on the account. Automatic payments were enabled and no cancellation request was received for the numbers ending in 2432 and 6531. Please note that, even in your complaint, you indicated you only ported out two numbers while still leaving two other numbers on the account.
As we did not receive any cancellation requests for these numbers prior to March 18, 2024, the charges remain valid and we decline your refund request.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:03/18/2024
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 am currently a Boost Mobile customer, over the weekend I was trying to transfer my phone number to ATT but Boost refused to transfer my phone number. I feel like they are holding my phone number hostage. I have a new phone with a different phone number from ATT but I really need my old phone number transferred to my new phone since I have over 15 accounts that need to receive a text message to my previous phone number in order to be able to access the information. I don't want to be a Boost mobile customer anymore and changing out ALL my accounts to my new phone number would take me at least 3 months since I would have to call each company to set up the new verification phone number. Please help me with this situation. Thank YouBusiness Response
Date: 03/29/2024
March 26, 2024
*********************************
****************************
***********, ** 60097
Re: BBB Complaint #********
************ - ************
Dear **************************:
On March 18, 2024, we received your correspondence, dated March 18, 2024, filed with the Better Business Bureau
You stated you have experienced difficulty porting your Boost Mobile phone number to a new service provider. You requested assistance in this matter.
Our records indicate your Boost Mobile phone number was ported to a new provider on March 18, 2024, and no issues were found during the porting process.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:03/18/2024
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 have been living as a living human being as the beneficiary of my cestui que vie trust. Every since I pay for a service and havent gotten the service I pay for over 6 months. No discount on my bill. They claim to put in a ticket and nobody ever respond. Isnt this illegal in America to charge one for a service and then dont provide the service?Business Response
Date: 03/27/2024
March 19, 2024
***************************************
*************************************
*******, ** 85018
Re: BBB Complaint #********
************ - ************
Dear **************:
On March 18, 2024, we received your complaint, dated March 18, 2024, filed with the Better Business Bureau.
You stated that you are paying for services you are not receiving. You also mentioned that you continue to be told a ticket has been submitted, but no credits have been issued. You requested a billing adjustment.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
A review of your account reflects that during the current cycle of March 18, 2024, through April 18, 2024, usage across talk and text have occurred.
Our records show that each time you call into customer care,you are doing so from the device that is on the account. You have been advised to use a different device, so that additional troubleshooting steps can be done. To this date, this has not been done. If you are experiencing issues with the services not working as you expect, we would highly recommend contacting customer care from a different device.
In the interest of customer service, a $10.00 credit has been applied to your account.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Initial Complaint
Date:03/17/2024
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 refuses to assist with a carrier issue. My phone is not connecting to their network. I am unable to send and receive calls and text messages. I called in on Thursday to report the issue they said to wait *********. I called again on Sunday afternoon regarding the issue they literally said I have to wait another ***** HRS now. I mentioned that I have already provided them time and have gone 4 days with no phone. Their reply was We cant help you. I then ask to speak with a manager from their call center. I explained my situation and asked him if he can put in a request for a temporary phone and number while mine was situated. He then reply that no and hung up. I am paying a monthly service that now I cant even use.Business Response
Date: 04/10/2024
April 2, 2024
Ms. *****************************
************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On March 18, 2024, we received your complaint, dated March 17, 2024, filed with the Better Business Bureau.
You stated that we refuse to assist you with carrier issues you are experiencing. You mentioned that you continue to be told to wait up to 72 hours for a resolution. You indicated you spoke with a supervisor and requested a temporary phone and number, but your request was denied. You said that you are paying for a service you are unable to use, and you requested assistance with your account.
A review of your account reflects that you are working with our wireless resolution team to determine if this is a carrier issue or a device issue. Please continue working with our team towards an amicable resolution.
In the interest of customer service, you have been provided a credit for one month of service.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:03/17/2024
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.
After cancelling my service I'm still being charged by this company. I cancelled December 18, 2023. I have been charged December 17, 2023, January 17, 2024, February 17, 2024, March 17, 2024. After contacting boost mobile about the discrepancy, they informed me they won't refund my money.Business Response
Date: 04/12/2024
April 11, 2024
*******************************
28649 County Highway A
*****, ** *****
Re: BBB Complaint #********
************ - ************
Dear ********************:
On March 18, 2024, we received your complaint, dated March 17, 2024, filed with the Better Business Bureau.
You stated you were charged for service despite porting your phone number to a new provider on December 18, 2023. You requested a refund of the payments made following the port out.
Due to a system error that has since been corrected, your service was not disconnected on December 18, 2023.
The payment made on December 15, 2023, is not eligible for a refund, as Boost Mobile is a prepaid service, and does not prorate charges; however, a refund of the payments made on January 15, 2024, February 15, 2024, and March 15, 2024,has been initiated. Please allow seven business days for processing.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Customer Answer
Date: 04/12/2024
I received this information. As I currently don't have an active account I'm waiting to see if they refund the card on file.Initial Complaint
Date:03/17/2024
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.
Hello, I've been a boost mobile customer for The last 10 years. I bought a brand new phone from. Boost and was making extra monthly payments on top of my monthly payment. In total I was paying over $80 a month to pay off my phone. The last payment I made was 04/2023. Ever since then I haven't made a payment and my phone hasn't been disconnected. When I realized I haven't paid my bill. I called boost mobile to make that payment. When I called them they told me I didn't have account with them and they. Can't find me in any of their systems. So I left it at that. Now I'm unable to obtain my voicemails. When I call to check my voicemails it's telling me that my account has been restricted and I need to contact customer service. When I call them they Tell me the same thing as before. They can't find me in the system, but was able to tell me that I haven't paid my bill in 3 months and due to this my phone is being shut off. If I don't have account and they can't find me in the system then how do they know I haven't paid my bill. Actually I haven't paid my bill since 04/2023. I just need to know what's going on and have my account back open. Thanks you.Business Response
Date: 03/27/2024
March 26, 2024
Ms. ***************************
2923 **********.
*************, ** 91977
Re: BBB Complaint #********
************
Dear ****************:
On March 18, 2024, we received your complaint, dated March 17, 2024, filed with the Better Business Bureau.
You said that after April 2023, you have not needed to make a payment to retain services. When you realized this, you called in and you were told that you do not have an account. You indicated that you are no longer able to obtain your voicemails and you mentioned an agent told you that your service was shut off due to nonpayment. You requested more information regarding this issue and to have your account reinstated.
A review of your account shows that it has gone unpaid for the last year, and it was canceled once this became apparent. When we spoke on the phone this morning, I explained the situation to you. I recommended that,when you are ready, to visit a Boost Mobile retail location or check online for deals relating to establishing a new account. You agreed to this resolution.
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.
***************************************************************** / ******* Better Business Bureau
*************************************350
******,** 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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