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.
- 1,509 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:03/04/2024
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.
I purchased an iPhone 12 on ***** The phone got lost filed a complaint with *** and boost mobile Boost mobile had the phone sent back to their company on 1/6/2024 They sent proof of delivery I have yet to receive my refund for my phone that the company received on 1/6/2024 I have called numerous times providing tracking number of the delivered phone to their warehouse house and they keep saying either call back in so many business days First I was told February 27th Id have the refund in my account Called back February 14th then told call back in 10 business days the refund was still processing Called today 3/4/2024 now Im told they dont have the phone file a claim through *** I told them they send proof of delivery gave the tracking number to them they checked There is nothing they can do I paid $211.99 and have no phone or no money Its been almost 3 months since I mad the purchase almost 2 months since they received proof of delivery to their ********** ***** location I just want my money back Tracking number and proof of delivery is 1ZX662910342934401Business Response
Date: 03/11/2024
March 5, 2024
Ms. *****************************
*********************************
**********, ** 21740
Re: BBB Complaint #********
************ - ************
Dear ********************:
On March 5, 2024, we received your complaint, dated Mach 4,2024, filed with the Better Business Bureau.
You stated that you purchased an iPhone 12 on December 12,2023, that was lost during shipment. The device was eventually sent back to Boost Mobile on January 6, 2024, but you have yet to receive a $211.99 refund of the purchase price despite several calls in to customer care.
Our records indicate that the device was returned to the Ceva Headquarters in **********, ** rather than the **** Ceva return location located in ************** causing the delay.
On March 5, 2024, a $211.99 refund was issued to the card ending in 6504.
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:03/04/2024
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's system automatically applies AutoPay even after I uncheck AutoPay. Nearly every month I have to spend 10 minutes or more on their customer service chat to get them to remove it. It got to the point where I take screen shots of the unchecked AutoPay boxes then the e-mails that tell me I'm enrolled in AutoPay. The service is so-so but this forced AutoPay is shady.Business Response
Date: 03/18/2024
March 12, 2024
Ms. *********************
**************************
**********, ** 08036
Re: BBB Complaint #********
************ - ************
Dear **************:
On March 5, 2024, we received your complaint, dated March 4,2024, filed with the Better Business Bureau.
You stated that Boost Mobile automatically applied AutoPay to your account without your authorization. You attempted to remove it multiple times, but every month it is applied again. You requested AutoPay be removed from your account going forward.
AutoPay was removed from your account on March 4, 2024, and as of today, it is inactive.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*****************************Customer Answer
Date: 03/19/2024
Complaint: 21384330
I am rejecting this response because:I have received this assurance several times only to have AutoPay automatically applied to my account in spite of the fact that I unchecked the box for AutoPay. Boost ***** appears to have either a policy to force AutoPay and hope that the customer doesn't notice or they have a system issue that reverts the account to AutoPay after AutoPay has been unselected.
Attached should be a Word document on which I have been documenting this experience over a period of about a year.
Sincerely,
*********************Initial Complaint
Date:03/04/2024
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.
Hello, to whom it may concern I am reaching out regarding Boost Mobiles misleading $12.59 first time customer offer that have, it says unlimited everything but in actuality its not no where on the site does it make clear how much data you get or receive for the price your paying, boost mobile failed to notify me or explain in FULL detail the amount of data and everything else a customer would be receiving each month or for that month, also they activated the *** card before I could even do it myslef? so while the card was still being processed/shipped so was my data and everything being used. Im also adding $50.00 for damages, being mislead, lied to, etc the service is also garbage as well. Number ************Business Response
Date: 03/11/2024
March 6, 2024
***************************************
1940 ****************.
*************, ** 86442
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 5, 2024, we received your complaint, dated March 4,2024, filed with the Better Business Bureau.
You stated the new customer offer is misleading as it advertises unlimited data, but the website does not make it clear how much data you would actually receive. You also expressed frustration with your SIM card being activated before you could do it yourself. You requested someone contact you, and $50.00 for damages.
In our email correspondence, I informed you that our website clearly states that customers using more than 35 GB of data on their unlimited plan are subject to reduced speeds. You can find additional information at ***********************************************************************. You accepted this agreement when you activate or use the service. Additionally, your service will not begin until your SIM card is activated, which is done automatically within 2-3 days of your order. We regret that you do not agree.
Your request for compensation has been declined.
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:03/04/2024
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.
The Boost mobile store I went to is ************************************************* is where I didn't get a receipt for the $180 I paid in cash. The other boost store on w lexington in **** is where I bought 2 phones on 2.9.24 and both were hacked right away. I think they rip other people off, and my son. I gave them $2000 in cash for the two phones and I have those receipts. When I returned to the store about 2 weeks later because I can't use my ******** app, nor could I access my email. ******* said he couldn't do anything about the app, but changed my email address. I want these phones replaced with new phones. I was told I was buying new phones, but I don't think they are. They have open wifi there and they should not allow it.Business Response
Date: 03/18/2024
March 12, 2024
Ms. ***************************
439 ***********.
Eton, ** 45320
Re: BBB Complaint #********
************ - ************
Dear ******************:
On March 6, 2024, we received your complaint, dated March 4,2024, filed with the Better Business Bureau.
You said that you paid $180.00 in cash in a **********, ** retail store, but you did not get a receipt. You also purchased two phones from a store in ****, **,which you paid $2,000 cash for and then attempted to return because the Apple App could not be accessed. You want the phones replaced because you are under the impression they were not new when you purchased them.
Although Boost Mobile retail stores are authorized to sell our products and services,they are independently owned and operated. Therefore, any disputes arising from a store transaction/purchase must be handled directly with the stores management team. Boost Mobile did not receive any of the funds transacted at either of these stores.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/03/2024
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.
This happened 03/02 at 3:11pm, I bought data from their app. 2 gigs cost 10 dollars. I didnt receive it after I bought it. I called the company. They didnt believe and said they dont do refunds. They can only give me credit. This also happened to me a few months back. The lady on the phone said if I purchase 10 more dollars work of data. It will go threw for sure cause Im doing it with her on the phone. It didnt go threw. They wouldnt refund me that . At this point they have 20 dollars and tell me I cant get a refund. After being in the phone with them for a hr in a half I spent 20 dollars, no data, 10 dollars worth of credit. As a company it makes no sense to not do refunds. They are stealing. They also stole from me a few months aback the same exact thing happened. But those times I didnt receive credit or a refund. I tried to find the date for those incidents but it seems as if the history was deleted.Business Response
Date: 03/26/2024
March 18, 2024
***************************
*****************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 4, 2024, we received your complaint, dated March 3,2024, filed with the Better Business Bureau.
You said you added a 2 GB data pack to your account that you did not receive. You contacted us and we tried to add it again, with the same result, and only issued a credit for the charge, but we would not refund it.
My attempts to contact you on March 14 and 18, 2024, were unsuccessful, but I left a voice message with my contact information.
A review of your account indicates that on March 2, 2024, a 2 GB data pack was added to your account at a cost of $10.00 and a $10.00 credit was issued. This credit was used when you made your monthly payment on March 16, 2024.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. However, on March 18, 2024, I added a new one-time $10.00 courtesy credit to your account.
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 Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:03/03/2024
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.
I overpaid 3 months of my installment plan because they kept telling me that it would go back to the $50 a month instead of the $77 that I was paying, I changed providers to T-Mobile a couple weeks ago and they are still trying to charge my card for a line I no longer have. I have been in contact with customer service more times than I can count and they have been useless every time, and I still continue to have the same problem. I overpaid $81.Business Response
Date: 03/11/2024
March 8, 2024
*********************************
**********************
******, ** 01826
Re: BBB Complaint #********
************ - ************
Dear ******************:
On March 4, 2024, we received your complaint, dated March 3,2024, filed with the Better Business Bureau.
You said you overpaid your installment billing by $81.00,and you recently changed providers and we are trying to charge you despite you not having service. You requested a refund of the overpayment.
Our records show an $81.00 refund was issued. Please allow ***** business days for processing and delivery. As your account is disconnected, you will not be charged anymore.
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:03/02/2024
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.
On 03/02/2024 I went into the ************** location to get a Z Fold 5 and switch from XFinity to Boost Mobile. The gentleman behind the counter informed me that he could make all of that happen. He charged me for the activation and down payment on the phone and quoted me $1899 for the phone. He charged me $380 as down payment and then the smart billing for the phone bein $80 a month then the $60 a month plan. He stated, after charging me for everything, that he didn't have the phone in stock in his store and that he would have one in a couple days. I informed him that I, as a GM for another business, rely on my phone and can't go that long. He made a quick call and the spoke, in non-english, and then after the phone call he said someone would be bringing it today and to come back at 7pm (30 minutes before close) to pick it up. At this point my S22 I had was disabled as it was transferred already. I said "okay" and waited until 7pm to come back.A few minutes after I arrived (the phone wasn't there yet) a guy came in and handed him a phone that was in a ziplock bag. The employee quickly plugged it in, put the sim card in, and called the store showing me it was my number on the store phone. He quickly unplugged it and said it had no charge and that I'd need to charge it. I asked him if it was a new phone as it had no box, cables, or anything. He said "yes, of course it's a new phone" and rushed me out as they were closing and him and the other guy were talking back and forth in their native tongue.On my way to the car I noticed it didn't fold flat like Z Fold 5's do, and when I turned around to look at the store it was closed. I got it home, charged it for awhile, and turned it on to discover it was a USED Z Fold 2 in the "about phone" and had calls in the call log, when I hadn't transferred my data over yet.As a new customer, I find this horrifying that I got scammed into a used 3-year old phone at the price of a new phone and newer model.Business Response
Date: 03/11/2024
March 5, 2024
*******************************
********************************
***********, ** 70811
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 4, 2024, we received your complaint, dated March 2,2024, filed with the Better Business Bureau.
You stated that on March 2, 2024, you went to a store and purchased a device. You indicated you were quoted $1,899.00 for the purchase price and charged $380.00 as a down payment. You agreed to pay the remaining balance in installments of $80.00 a month plus your $60.00 monthly plan.However, after you paid for the down payment and an activation fee, you were informed they did not have this particular phone in stock and you would have to return later to pick it up. When you came back to do so, you noticed it was not new. You requested a replacement.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. Please visit the store where you purchased the device for further assistance.
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: 03/11/2024
Complaint: 21377271
I am rejecting this response because:Allowing franchises to run scams and illegal activities under your business name still holds the business accountable.
I will be taking this information as well as the response here to the media as well as authorities.
Thank you for your negligence to hold franchise owners responsible.
Sincerely,
***************************Initial Complaint
Date:03/02/2024
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.
Date of transaction was 1/28/2024. Amount was $91.84. Verbiage of an "automatic payment" was not clear. Once I received the charge on 1/28, I was able to call Boost and spoke to someone for cancellation and refund. **************** agreed to do so, but I never got the refund. I had to call back numerous times. At one time, a CS advised me to contact my vendor (PayPal) and ask them to step in and void the transaction. It is weird that Boost charge me via PayPal, then asked me to contact PayPal to void this transaction. Although case #******* was eventually opened on 2/14 with a description "Boost Mobile - Refund Request", it was closed shortly after on 2/15; yet, no refund was received. I called Boost again on 2/27 and was told even though ticket has been closed, a refund will be issued. I cannot trust what was said to me if the ticket was closed on 2/15; yet no refund has been received as of 2/27.Business Response
Date: 03/26/2024
March 17, 2024
Mr. *************************
***************************
********, ** 91016
Re: BBB Complaint #********
************ - ************
Dear ************:
On March 4, 2024, we received your complaint, dated March 2, 2024, filed with the Better Business Bureau.
You stated there was an unauthorized charge of $91.84 that was supposed to be refunded but has not. You have requested it be processed.
Our records indicate the charge of $91.84 was reversed March 2, 2024. Please contact your financial institution for further assistance.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:03/02/2024
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.
I cancelled my boost account two months ago. The phone was successfully shut off, but they charged me again. When I called they stated the phone was still active. I said it is not as I just tried making a call and it said the phone was not connected to a network. It was cancelled two months ago!! They claim they cancelled it today but refuse to refund my money.Business Response
Date: 03/18/2024
March 12, 2024
Ms. ***********************
51 *********., Apt. 1
**********, ** 05201
Re: BBB Complaint #********
************ - ************
Dear ****************:
On March 4, 2024, we received your complaint, dated March 2,2024, filed with the Better Business Bureau.
You said your account was canceled two months ago, but you continued to be charged.You requested a refund.
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. As a courtesy, I searched for any record, including account memos and recorded calls, back to December 1, 2023,of a cancellation request. I did not locate one; therefore, your refund request is denied.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:03/02/2024
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 have been a boost cusatomer since It was virgini mobile. I was recently sick and had to let my number go. I tried before i had to let it go to change to the less costly plan ut their system never let me. My best friend told me i could use her card so i was going to do it today but when i called they said it would be 60 dollars to get my old number back and I said then change the number they ***** about to procceed but then asked for an email. i gave them mine and they said i had to make a new one. I dont want to make a new one. Thats the email i know and use. They told me there is nothing they could do. At this point i feel like they are trying to get money out of me i dont wanna pay.Business Response
Date: 03/11/2024
March 6, 2024
***********************************
***************************************************************************
Re: BBB Complaint #********
************
Dear ********************:
On March 4, 2024, we received your complaint, dated March 2,2024, filed with the Better Business Bureau.
You stated that you would like to restore your service, but you do not want to be on the $60.00 plan you had previously. You were told you would have to pay $60.00 on the old plan to restart your account, which you refused to do; therefore, we tried to set you up a new account, but you only have one email address and we could not. You requested assistance.
We spoke by telephone on March 6, 2024. I restarted the account with a $60.00 credit and found that it could be switched to a $25.00 monthly plan with unlimited talk and text and 30 GB of high-speed data. I made the change and you confirmed your device is active and working normally.
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
*********************Customer Answer
Date: 03/11/2024
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,
*******************************
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