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
- 4,967 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:03/14/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Location: **************************************************************** I was not told that I couldn&#**;t return my device for a refund before I purchased it. It is printed on the bottom of your receipt and you don&#**;t get your receipt until after you purchase the product. They said I couldn&#**;t return the device or get another device. I want to return this device because it is not working for me and I was not satisfied with it.Business Response
Date: 03/27/2024
March 22, 2024
**************************************
*****************************************************
************, ** 62040
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 18, 2024, we received your complaint, dated March 14, 2024, filed with the Better Business Bureau.
You said that you purchased a phone from a Boost Mobile retail store, but you were not told prior that it could not be returned for a refund and the disclosure on the receipt was not provided until after purchase.
Although Boost retail stores are authorized to sell our products and services, they are independently owned and operated. They procure and manage their own product inventory. Boost Mobile, L.L.C. did not receive funds or any other compensation for the purchase you made; therefore, we cannot issue a refund or exchange. You must work directly with the stores management team to resolve any disputes arising from this transaction, within the time limit presented in the terms disclosed on the receipt.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/14/2024
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.
Boost Mobile terminated my account i May 2023 supposedly for fraudulent use and has continued to charge my account since last June which I was not aware and states there is nothing they can do to refund my account. I was forced to go to another carrier.Business Response
Date: 04/08/2024
April 4, 2024
********************************************
************************
******, ** 07050
Re: BBB Complaint #********
************
Dear *******************************:
On March 14, 2024, we received your complaint, dated March 14, 2024, filed with the Better Business Bureau.
You said that we disconnected your account last year due to the violation of our terms and conditions. You recently found out we continued to charge you and we refuse to issue a refund.
My attempts to contact you on March 28, 2024, and April 4, 2024, were unsuccessful, but I left a voice message with my contact information.
I was unable to find an account with the information provided in your complaint. I need additional information to provide help.Please contact me at ************** or ************************ so I can assist you.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/14/2024
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.
I purchased through the Boost Mobile website a phone (Galaxy S15) and 1 year of unlimited service on Feb 19, 2024 as part of their President's *** sale. I received the phone a few days later and went through the process of activation but it failed. I called Boost Mobile multiple times in the past few weeks to port my existing number to their service. They assured me they could do this and their technicians were working on it and I could continue to call back to find out when my number would be ported over. At one point they said I was sent an orange *** card but needed a black *** card for my service to be activated and they would mail it to me. The card didn't arrive, I called 4 times asking when the *** card would arrive, and on the 4th call after a week and they said the *** card was never sent, but they would mail it. Over a week later the black *** card arrived and the activation failed again. I called again, again they said their technicians would work on it and I could call back to find out when the phone would be activated. On March 9, 2024 I called and I was told they can not port over my number. Boost said they would refund my money for the service and I could return my phone to a Boost store. I was then told I can't return my phone because it is now 10 days after I received the phone. March 14 I called and was told they will not refund my money and I need to dispute the charge with my credit card. I have filed a dispute with my credit card. I have several ticket numbers from contacting Boost about activating my service and asking for a refund. The ticket numbers in chronological order are *******, *******, *******, *******, *******. I would like a refund and for BBB and others to be aware of this poor service and bait and switch tactics used by Boost Mobile.Business Response
Date: 03/27/2024
March 25, 2024
**************************************
*****************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On March 14, 2024, we received your complaint, dated March 14, 2024, filed with the Better Business Bureau.
You said that your phone would not activate and your phone number would not port in. You were originally told you would receive a refund for the phone and the service you paid for, but then it was denied due to being too far out from the purchase/receipt date and to dispute it with you credit card issuer, which you said you did.
Due to your lack of telephone service, we communicated via email and I informed you that the refund in question has been issued. You requested to unlock your phone,which I did. I also emailed you instructions on completing the unlocking process.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 03/27/2024
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:03/14/2024
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 bought a new iPhone 12 on 10/31/2023 for on sale from $629.99 to $149.99. 5 months passed and I was charged $480.01 (without notice) for never activating the new phone even though I switched the *** and have used this new phone every day since I received it. Ive put in several support tickets through the chat and by calling, even though they verified Im calling from the new phone 12, my support tickets continue to get closed and I dont receive my refund.Business Response
Date: 03/27/2024
March 20, 2024
*****************************
**********************************************************************
Re: BBB Complaint #********
************
Dear ****************:
On March 14, 2024, we received your complaint, dated March 14,2024, filed with the Better Business Bureau.
You stated that you were charged $480.01 for a device you purchased from our website five months ago. You stated that you have used this device every day since you received it back then. You requested a refund.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however,we made an exception and authorized a full refund of $$480.01. Please allow seven to ten business days for processing.
We regret any inconvenience experienced.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:03/14/2024
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.
Bought a phone in boost mobile store owned by and said his name *** usman * He lied about phone plan and promotion* Am not the only victim and person he has lied to as his ****** review also shows others he has lied to* I contact boost mobile customer service and they are not helping me in this situation as the customer* They dont seem to care and only saying they will investigate*Business Response
Date: 03/27/2024
March 16, 2024
*****************************
*************************************** 207
**************, ** 33025
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 14, 2024, we received your complaint, dated March 14, 2024, filed with the Better Business Bureau.
You said you purchased a device from a ******************** store,and the store employee lied about the phone plan and promotion. You indicated we have not assisted you in resolving this issue.
When we spoke, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Because you purchased the device at a retail store, you must address your issue with the store management directly.
We apologize for the inconvenience.
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
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/13/2024
Type:Billing 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 03/12/2024 I added a new line for 9.99 plus taxes for the first month. On 03/13/2024 I was charged again for the same line telephone number **********. The promotion stated 9.99 for the first month which has not occurredCustomer Answer
Date: 03/13/2024
Boost mobile has resolved the issue for me. Please close the case #********Initial Complaint
Date:03/13/2024
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 plan states I receive unlimited high speed data but after 35 gigs,monthly,boost slows it down so much it will barely load a basic web page and this can take several minutes.It basically is as slow as the old dial up speeds of 20 years ago.I don't consider this high speed per my agreement with boost mobile.Futhermore they want to sell my additional high speed when I should be getting it anyway.I have complained to no avail.I don't know if this is a common practice in this industry but I feel it's a ripoff and would like something done about it one way or the other.Thank youBusiness Response
Date: 03/27/2024
March 19, 2024
***********************************
**********************************
*********, ** 37184
Re: BBB Complaint #********
************ - ************
Dear ***********************************:
On March 13, 2024, we received your complaint, dated March 13, 2024, filed with the Better Business Bureau.
You said that you are supposed to have unlimited high-speed data, but after 35 GB it slows down significantly.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
We recommend that you connect to Wi-Fi as frequently as possible to reduce the amount of allotted data used at any given time.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:03/13/2024
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 went online to boost mobile to order a Moto G phone deal for $19.95 and somehow end up paying for a $40. Per month plan and two add on for $11.37 each. I contact boost mobile immediately about the mistake and asked them to cancel the service that they active and give me a refund. I got no resolution as yet.Customer Answer
Date: 03/21/2024
I went online to order a boost mobile phone instead on their end I end up paying for $40 unlimited monthly plan and two add on phone account that I never activate. So I told boost mobile to cancel but instead they activate my account without my permission taking my money and then finally canceling the three account claiming Due to nonpayment. Why I am going to pay for something I never activate? They activate my account without my permission and refuse to refund me. Help.
Desired Resolution: Refund
Business Response
Date: 03/27/2024
March 21, 2024
***************************************
********************************************************************************************. 26L
********, ** 10039
Re: BBB Complaint #********
************
Dear ********************:
On March 13, 2024, we received your complaint, dated March 13, 2024, filed with the Better Business Bureau.
You said you attempted to purchase a Moto G phone deal for $19.95, but ended up purchasing a plan for $40.00 and two add-ons for $11.37.You immediately called in for a refund, but you have not received one.
When you make a purchase online, you are able to confirm the items being purchased, as they are listed on the cost breakdown section when you enter your payment information. Additionally, you purchased three SIM cards with a month of service. Because you initially requested a refund within the ten-day money-back guarantee, I submitted a refund request, totaling $64.69, to the card ending in 2520. Please allow ***** business days for processing and delivery.
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
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/12/2024
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 is offering me an upgrade for my phone. Yet I'm unable to upgrade my phone do to the fact that they have the wrong shipping address and are not able to update it in their system. When I first started service with Boost Mobile I was a homeless veteran and so I had to sign up with a PO box address from the *** store. I since have gotten section 8 housing and have been at the same residence for over a year now. I also updated my mailing info when I first moved in here. For the last month I've been trying to order a new phone and have spent over 5 hours of my own time in trying to do so. I've made several phone calls to boost mobile and also online chats. I kept getting tun arounds though with every call. I'm not able to purchase a phone on my end because their online app and website keep missing error codes do to the wrong shipping address on file. They said they are not able to update my shipping address which is the old PO box I had while I was homeless. I'm also not able to purchase a new phone talking to boost mobile on the phone directly. They said the only way to upgrade my phone is to activate and purchase a new account. And that I would have to pay for 2 different phone services. This is totally wrong. Being disabled and living in section 8 housing, I'm not able to afford an additional phone account. So essentially they are saying I can't use their services of purchasing a new phone die to their policy. Yet they will gladly except payment each month for my phone service. This is very unjust and I feel like I'm being taken advantage of. Also they keep sending me false in-store advertisements saying I can upgrade my phone for $39.99. Yet when i go to the store they won't honor their own advertisements and say they can sell me the phone for $100. I normally never complain but this is our right ludicrous. I would appreciate in additional help that I can get pertaining to this matter. Thank youCustomer Answer
Date: 03/13/2024
So today I walked to their store at ***************************************************************************** which is 2 miles away,(and im disabled by the way), and I ask to upgrade my phone and then they said, sorry but we don't speak any English. So then I walked another 2 miles home and still have no phone.Customer Answer
Date: 03/14/2024
3/14/2024
So today I talked to an agent in trying just to purchase a new device. She said the reason why an error code comes up when trying to make a purchase is because the phone is not in stock. So we went thru all of their phones that they offer and tried to purchase each one. They all came up with error codes. So Boost Mobile has absolutely no phones for sale for their customers. Sound really crazy but it's true. Or I'm just being lied to.
Customer Answer
Date: 03/14/2024
3/14/2024Customer Answer
Date: 03/14/2024
3/14/2024Customer Answer
Date: 03/14/2024
3/14/2024Business Response
Date: 03/29/2024
March 27, 2024
*********************
************************* 113
*************, ** 93101
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 13,2024, we received your complaint, dated March 12, 2024, filed with the Better Business Bureau.
You stated you have been unable to purchase a new device due to an ineligible shipping address on your account. You requested assistance updating your address and ordering a new device.
My attempts to reach you at the phone number you provided on March 24, 26 and 27, 2024, were unsuccessful.
Our records show that your address has been updated to a valid shipping location. Please contact me directly at ************** for help with ordering a new device.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:03/12/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Despite NOT having an account, I have been charged $45.66 and $45.67 on November 27, 2023 and February 27, 2024 for service. I have attempted to stop payment and get reimbursed for services NOT received, but because I do not have an account, they refused to refund my money.Business Response
Date: 03/27/2024
March 16, 2024
*******************************
** 65803
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 12, 2024, we received your complaint, dated March 12, 2024, filed with the Better Business Bureau.
You said that you were charged for service in November 2023 and February 2024 despite not having an account. You indicated that we refused to refund these payments. You requested a refund.
There is no record of you calling in to cancel this Boost Mobile account. If you do not wish to continue service with Boost Mobile, you must call in and request for your account to be canceled. Additionally, you were on a three-month plan and enrolled in AutoPay, so you were automatically charged for service when your plan renewed on February 25, 2024. When you enroll in AutoPay, you give Boost Mobile permission to withdraw the whole account balance on your billing due date.
Per your request, your account was canceled and you confirmed you no longer want the phone number associated with your account. You will no longer be charged for service.
When we spoke, I offered to submit a refund of $45.67 as an exception, since payments are normally nonrefundable. You accepted this offer.
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
*****************************
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