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
- 4,971 total complaints in the last 3 years.
- 1,514 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:06/30/2025
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.
Returned a device but never received my refundBusiness Response
Date: 07/15/2025
July 9, 2025
Ms. ******** Mo-******
*****************************************
************, ** 19153
Re: BBB Complaint #********
*************
Dear Ms. ******************** June 30, 2025, we received your complaint, dated June 30, 2025, filed with the Better Business Bureau.
You said that you returned your device, but did not receive a refund.
My attempts to contact you on July 8 and 9, 2025, at ************** were unsuccessful, but I left a message each time. I also sent an email to ************************** with a request that you contact me.
Our records show that a refund of $96.01 was processed on June 13, 2025. A refund of $67.47 for the remaining amount was sent to you via check on July 9, 2025, to the address on file. Please allow seven to ten business days for 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
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:06/30/2025
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 returned a phone back to Boost mobile in perfect condition within the 30 day back money guarantee time frame. The phone was delivered back to their address in ***********, **. They received the phone on 06/06/25. I have yet to receive my money back. Also Im still getting billed for a phone that I returned. Phone was mailed through ***. Boost mobile number: **********Business Response
Date: 07/10/2025
July 8, 2025
Ms. ********* *******
***********************************************************************
Re: BBB Complaint #********
************** - *************
Dear *************************** 30, 2025, we received your complaint, dated June 30, 2025,filed with the Better Business Bureau.
You indicated that a device you ordered was not delivered and it was returned to Boost Mobile. You said that although you received a refund, you are being billed for a phone you did not receive.
A review of your account reveals that the payment you made of $58.00 will be refunded. Please allow five to seven business days for processing.
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:06/29/2025
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 advertises that they offer an unlimited service for a set price. But that is a inaccurate and misleading statement, because after a certain period of time if you use to much data they tell you that you have used all of your 5g service and at this point you have 2 options. 1. Purchase more limited data for x amount of money and when that runs out you can purchase more again and again . It does not stop until your billing cycle ends ! 2. Just live with low data speed ! Thats all of my options! I believe thats false advertisement and they should be made to stop using unlimited service or provide what they advertise!!Business Response
Date: 07/10/2025
July 8, 2025
Mr. ***** ***********
*****************************************
********************
Re: BBB Complaint #********
************** - *************
Dear ******************************* 30, 2025, we received your complaint, dated June 29, 2025,filed with the Better Business Bureau.
You stated that you experience changes in performance when using applications that require data usage.
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 regret any inconvenience you may have experienced.
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
****** SteffaniInitial Complaint
Date:06/29/2025
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 am writing to formally express my dissatisfaction regarding a serious issue with a phone I purchased from your company. The device was sold to me without any disclosure that it was carrier-locked, which directly impacted my daughter while she was abroad and needed mobile access.Due to the phone being locked, she was unable to use mobile data or switch to a local SIM cardcausing major disruptions, stress, and inconvenience during her travel. This lack of proper disclosure about the phones locked status is unacceptable, especially given the critical need for connectivity while overseas.I contacted your company multiple times regarding this issue and even spoke directly with a manager. Despite my efforts, no resolution was offered, and I was left without any support or corrective action. This experience reflects extremely poor customer service and a failure to uphold transparency in your sales practices.I request an immediate resolutioneither by unlocking the phone, offering a full refund, or providing a suitable replacement. I also urge your company to ensure that future listings or sales clearly state the locked or unlocked status of devices to avoid misleading customers.Business Response
Date: 07/15/2025
July 11, 2025
Ms. ****** *********
*********************
****************
Re: BBB Complaint #********
************ - *************
Dear ***************************** 30, 2025, we received your complaint, dated June 29, 2025, filed with the Better Business Bureau.
You said that you were not made aware that the phone you purchased for your daughter was locked and could not be used internationally. You requested that we unlock the phone, offer a full refund or provide a suitable replacement.
Our records show that you contacted us on February 13, 2025, to have your daughters phone unlocked, which was confirmed at that time. I verified that the phone (IMEI ***************) is still unlocked and can be used on another carriers platform. The second phone associated with your account (IMEI ******************************* is eligible to be unlocked on November 2, 2025. However, as a courtesy, I initiated the unlocking of this device. Please be sure that it is powered on and connected to Wi-Fi.
Boost Mobile sells phones for significantly less than the Manufacturers Suggested Retail Price (MSRP); therefore, we require that a phone remain active for 12 months before it will be unlocked.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/15/2025
Complaint: 23535175
I am rejecting this response because:
when I purchased the phone there were no proper disclosures that indicated the phone is unlocked!!
Sincerely,
****** *********Initial Complaint
Date:06/29/2025
Type:Customer Service 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 contacted customer service multiple times over the last few weeks because the phone I pay them for does not work. Several agents have offered solutions that do not help, yet I am still paying for a service I'm not receiving.Business Response
Date: 07/15/2025
July 9, 2025
Ms. *** *******
********************************************************************************
Re: BBB Complaint #********
************** - *************
Dear *************************** 30, 2025, we received your complaint, dated June 29, 2025, filed with the Better Business Bureau.
You said that your service has not been working and you have been unable to get it resolved. You also expressed frustration with not receiving a billing adjustment.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our ************ addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ 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.
When we spoke, you confirmed that your service is working. I offered to apply a credit of $40.00 to your account,which you accepted.
We apologize for any 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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/28/2025
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 into the Boost Mobile store on ****************************** in ************, ***, to inquire about a *** card for my niece. The sales person asked what type of phone I need the *** card for, I said I dont know. Tried calling my niece no answer, the sales person said if I purchase the *** card and it doesnt fit he will give me a refund no problem. I took it back and he refused to give me a refund. He said I have to pay ***** and he will give me the balance. This is in a matter of two hours. He never mentioned that when he said he would give me a refund.Business Response
Date: 07/23/2025
July 21, 2025
Ms. ****** **********
** 19145
Re: BBB Complaint #********
*************
Dear ****************************** 30, 2025, we received your complaint, dated June *******, filed with the Better Business Bureau.
You stated that you purchased a SIM card for your niece at a retail store, but you did not have details on the device,as your niece was not with you. You were told you could return it later if it did not fit in the device. You returned to the store two hours later and you were told a refund was not possible. You requested to receive a refund.
My attempt to contact you at ************** on July 21, 2025,was unsuccessful, but I left a voicemail. I also sent an email with a request for additional information on the transaction, including a copy of the receipt for the purchase.
All Boost Mobile retail stores are independently owned and operated. Your complaint will be forwarded to the management of the store through our relationship management team once we receive the requested documentation.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:06/28/2025
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 phone from spectrum Im trying to switch to to boost I already paid for it and now they cant refund me my money my phone is l olds out of boost and spectrum I cant get phone service through anyone and they keep hanging up on me when I try to cancel my account and get a refund though boost which has locked me out of my iPhone 14 Plus and I cannot use anymore and I need my phone for work Ive also had my phone number for years Id like them to either unlock my phone so it can be used or to send me the money for the full price of my phone so I can buy a new phone and go to a new carrier if they give me a new I phone if they cant unlock this one or fix it Id like that seeing as how the ruined my propertyBusiness Response
Date: 07/14/2025
July 9, 2025
Mr. ******* ******
************************************************************************************
Re: BBB Complaint #********
************** - *************
Dear ************************** 30, 2025, we received your complaint, dated June 28, 2025, filed with the Better Business Bureau.
You stated that you brought your own device and wanted to activate service, but were unsuccessful. You asked for your phone to be unlocked or to be reimbursed the cost of your device.
A review of your account shows that customer care assisted in you finding that your device was locked by your previous carrier. Your device now shows as unlocked, activated and in use.
If there are further questions or concerns about this issue, you may contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********Initial Complaint
Date:06/27/2025
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 an iphone 15 through a promotion during thanksgiving on **********************************. I was promised 12 months of service as part of that purchase. However after receiving just 2 months of free service (Dec 24 and Jan 25), I started getting charged for the service back again. I called up in March when I realized that I am getting charged, and I was told that they will investigate and let me know - but no one called. In June, I called again and I was told that the promotion does not apply to me (when I called up and confirmed before ordering) almost stopped short of calling me a liar and asked me to show proof that I was promised 12 months of free service. I called up again a couple of weeks later and now the representative told me that since I didn't activate the phone (which I couldn't as for my official purpose android phones are better and I realized it later after buying). I told the representative that irrespective of the fact that I activated the phone or not, I have not cancelled the service, nor changed any terms of my service so the promotion should still have been applicable. I was told that I still should have activated the phone (which makes absolutely no sense). This was not what highlighted to me when I bought the phone. All this to a customer who was one of the initial welcome customers of ********************** infinite when they launched their service. Why would anyone now believe anything that this company says or does?Business Response
Date: 07/10/2025
July 8, 2025
Mr. ***** ****
*************
************, ** 19460
Re: BBB Complaint #********
************ - *************
Dear ************************ 30, 2025, we received your complaint, dated June 27, 2025, filed with the Better Business Bureau.
You said that you purchased an iPhone 15 with the understanding that it came with a free year of service. You indicated that after a couple of months, you began to be charged for the service. You stated that when you called in, you were given conflicting information as to why you are being charged for the service. You maintain that you have not canceled your service nor made any changes, and believe the offer should be honored.
When we spoke by phone, I explained that since you removed the iPhone 15 from your account, the charges for service have been applied. I advised you that in order to receive the free service, you must activate the device associated with the promotion. If you decided to reactivate the iPhone 15, I will assist you with reinstating the promotional discount.
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
Complaint: 23530363
I am rejecting this response because: 1. It was not communicated that the phone needs to be active on the account to get the discount. Unlike the agent who spoke to me saying it is common sense, Boost as a cellphone provider is providing the cell phone service and the physical cell phone is just a means to use that service. So the argument that keeping the iPhone 15 active on the line to get the discount doesn't seem to be a common sensical thing Their same service works on all other phones as well and I still use the service. 2. I am still keeping the phone line active which is the actual revenue generating engagement between me and Boost. I have kept it in good standing even paid the bills that I was not agreeing to like this one since Feb 2025. 3 Based on this complaint to BBB they did call to talk to me, but during that call all they did was tell me that I was wrong and they are right not listening to my point of view or concern. They just called to tell me that I should have done my research before signing up for their service/ phone and even though the phone will not work for me, if I activate the phone back again they will give me the discount else they cannot. Take it or leave it and that they are going to tell BBB that the issue has been resolved. That is not how a resolution work.
Sincerely,
***** ****Initial Complaint
Date:06/27/2025
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 enrolled in boost mobile service yesterday phone on my own phone I was told that I could either keep my old number which I was told was NOT an option, so I HAD to take one of their numbers. My service has not worked at all, calling in and out, texting, and data do not work. In fact, they told me it would take up to a weekbefore I could make any calls on this phone with their service. I called back the next day to disconnect my service and to get a full refund. A customer service *** AND supervisor informed me several times, that I am ineligible for a refund, because they had to generate a number for me. I was never told there was a charge or that you would not be able to a refund if you choose to get a number with that company. I was also told that I couldnt use my old number. I had no options. I want to close my account with them, no future payments, and I want a full refund of $52.09. Thank you.Business Response
Date: 07/10/2025
July 5, 2025
***** *****
*************************************
Re: BBB Complaint #********
************** - *************
Dear ***** *****:
On June 27, 2025, we received your complaint, dated June 27, 2025, filed with the Better Business Bureau.
You said that after your attempt to activate a device with ******************** failed, you requested a refund for the $52.34 payment you made. You stated that your refund request was denied and you would like to receive your funds back.
I attempted to reach you by phone on July 3 and 5, 2025, without success; however, I was able to leave a voicemail on each attempt.
A review of your account reveals that it is active. Therefore, no refund is warranted.
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
****** SteffaniInitial Complaint
Date:06/27/2025
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.
This phone that I have from ******** has been giving me issues since I purchased it the first week of October 2024. I had all kinds of issues with the phone. I had to walk to a store to talk to them in person, I don't have transportation. I asked them to look at it and they would not even look at it. I am computer illiterate and asked for help with this phone. It would work for 3-4 days and then go back to not working properly. I have not missed a bill and pay on it every month. I have been asking them to replace the phone and to check it and no one has helped me. I would like for them to replace the phone and to check itBusiness Response
Date: 07/10/2025
July 5, 2025
Ms. ****** ********
**********************************************************
*********************
Re: BBB Complaint #********
************** - *************
Dear **************************** 27, 2025, we received your complaint, dated June 27, 2025,filed with the Better Business Bureau.
You said you are experiencing issues with your device, and you maintain that a Boost Mobile store would not look at your phone. You are requesting a replacement or for someone to look into your issue.
My attempts to contact you on July 3 and 5, 2025, at ************* were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.
Since you subscribe to Boost Protect, you can file a claim for a device replacement or repair at ***************************************************. You can receive assistance with this by calling customer care at **************. You can also address your device issues with the device manufacturer.
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
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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