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.
- 1,504 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:03/02/2024
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,
*******************************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 called to update my shipping address on 2/10/2024. Even Boost verified that. I'm 67 & am currently in a homeless shelter for women. I have difficulty charging my phone using the port. I was eligible for an upgrade. My son called originally to pay for that. He communicated that & Boost charged my debit card causing me to overdraft! They then sent my replacement phone to my previous address i haven't lived at in over 2 years. I called they told me to update the address with **** I couldn't do that,l. They said they can't refund me unless the phone is sent back. They then told me someone has to sign for it which is a lie because it dropped off in ****. I can't retrieve it to return for a refund since I no longer live in ****. Even though it's on record thar I called & updated the address they would t refund me or resend the device to the updated address that was present before the phone was sent. Next I will contact the news outlets because this is a nightmare. They basically were happy to tell me anyone can get the phone & switch it to their boost plan & there's nothing anyone can do. Please help me!Initial Complaint
Date:03/01/2024
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.
I purchased my phone's on February 8th I have two phones both phones were messing up and they told me in 30 days I could downgrade my service to the $40 plan but they had to put me on the $60 plan for me to get the phones that I have now when I call back they say I cannot downgrade to the $40 plan that I need to call customer service for that to be done. When I call customer service they say I need to call the store that I got the phones from to downgrade my service so nobody's helping me and putting the finger and everybody elseBusiness Response
Date: 03/18/2024
March 12, 2024
***************************
********************************************* 21
***********, ** 65807
Re: BBB Complaint #********
************ - ************
Dear ************:
On March 4, 2024, we received your complaint, dated March 1,2024, filed with the Better Business Bureau.
You stated that you purchased two phones on February 8,2024, at a retail store. You were told that in 30 days you would be able to downgrade your service from the current $60.00 per month plan to a $40.00 per month one. You said that when you called the store back, you were told to speak to customer care about switching plans. You called in and you were told to contact the store again. You requested a refund.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies, as well as promotional campaigns. Please visit the store where you purchased the devices for further assistance if you want a refund.Otherwise, you can make plan changes by calling in to customer service or the app.
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: 03/19/2024
Complaint: 21371922
I am rejecting this response because:the store said they can't do anything and that nobody has contacted them about it.
Sincerely,
***********************Initial Complaint
Date:03/01/2024
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 February 28th I decided to get my wife a new phone as her screen is damaged. I went to the Boost Mobile website where we have our service. Happily it indicated that her phone line was eligible for an upgrade. I followed the link provided it took me to where I could shop for an upgraded phone. I chose the Galaxy a fifteen 5G. When attempting to process the order it came back with an error and would not allow it to process. Using their chat service on the website I explained my problem. The agent attempted to process the order for me and received the same error. It was postulated that it was a system error so I decided to try again the following day. I received the same error follow the same steps with the chat service and got the same result. At this time I emailed the company through the address provided in the error message. Received an e-mail on March 1st stating you are not eligible for an upgrade at this time. I would like Boost Mobile to honor their offer of an upgrade at the indicated price of $39.99 plus tax with free shipping as indicated in the offer.I have included documentation as proof of the offer and all these steps that I have taken.Business Response
Date: 03/25/2024
March 20, 2024
*********************************
******************************** 128
******************************
Re: BBB Complaint #********
************
Dear ******************:
On March 6, 2024, we received your complaint, dated March 6, 2024, filed with the Better Business Bureau.
You stated that you have experienced difficulties upgrading your device and requested assistance.
My attempts to reach you at the phone number you provided on March 18 and 20,2024, were unsuccessful. So that I may better assist you with your concerns,please contact me directly at **************.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:03/01/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up to receive Boost **************** received phones in the mail 1 had a bad sim card so i sent both phones back in the same box. They received 1 one and not the other. HHHMMMM I never had service with them and was still getting billed monthly for services. 4 months in a row I've dealt with their customer service over being bill for services not rendered and with their lack of controlling Inventory I've filed and fraud case with the state AG.Business Response
Date: 03/05/2024
March 4, 2024
*****************************
**********************************************************
Re: BBB Complaint #********
************
Dear ********************:
On March 4, 2024, we received your complaint, dated March 1, 2024,filed with the Better Business Bureau.
You stated that you signed up for service, but you returned both your devices prior to activation and your payment card was charged even though the service was never activated. You requested to receive a billing adjustment.
Our records indicate that both devices were ordered on an installment billing plan, with tax for the purchase due at the time the order was placed. The devices have been received in our warehouse. A refund for the initial charge of $142.50 was processed on January 4, 2024.
The subsequent payments taken on the account were for monthly payments toward the installment billing plan for the devices. A payment was made on December 27, 2023, for $52.78 and a second payment was taken on February 13, 2024, for $83.34. We submitted a request to refund these two payments. Please allow seven to ten business days for processing.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:03/01/2024
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.
I was a boost mobile customer for about 2 years. On February 2 2024 I wokewithout any service. I looked at my account and it said make a payment to reinstate service. So I made the payment and it said it may take up to 15 minutes to complete. After about hours I began to contact Boost mobile about the issue. After being diverted several times I was told I violated the user agreement and could not have my service reinstated. Aside from everything else I went through. Now they refuse to refund my payment. So they lied told me to make a payment and then told me I could not have my service reinstated. I received 0 service that I paid for. I missed work because I couldn't receive any messages. I couldn't get the address besides this event costing me almost $2000 dollars. They refuse to give me a refund. I just want my $27.33 refunded.Business Response
Date: 03/11/2024
March 6, 2024
*****************************
7310 ********************.
******, ** 36575
Re: BBB Complaint #********
************ - ************
Dear ********************:
On March 4, 2024, we received your complaint, dated March 1,2024, filed with the Better Business Bureau.
You said that on February 2, 2024, you lost service. While reviewing your account online, you were instructed to make a payment to restore it; however, as your account was suspended due to a violation of Boosts Terms and Conditions,service was not reactivated and your request for a refund was denied.
After reviewing your account, I agreed to refund the payment of $27.37 that posted on February 22, 2024.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 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,
*************************the charge was disputed with my bank and refunded. I would just like people to know of the awful customer service that ****************** provides it's customer's.Initial Complaint
Date:02/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 2, 2023 I purchased an iPhone 15 Pro via Amazon.com. The purchase was $0, and I signed up for a $60 monthly service plan. The order was cancelled, the iPhone was never picked up from Amazon, and Amazon returned the item. No Boost Infinite activation occurred at any time. I did not possess the item at any time.Come 02/09/2024 Boost Infinite billed me $947.19 for the cost of the device. Again, I never received, activated, or used Boost service. I contacted Boost and was told repeatedly I would not be charged for service as I have no activated the account or received the phone.A ticket was filed after the charge #******* by a customer service agent requesting a refund. This ticket has gone unfulfilled. Follow up calls have been unresponsive. I was told I may need to provide a tracking number showing the item was shipped back. It was never delivered; I can't show it was shipped back if I never received the item. Amazon has told me they do not retain shipping information over 90 days old and cannot provide additional details.Business Response
Date: 03/07/2024
March 6, 2024
*******************************
****************************************
********, ** 97225
Re: BBB Complaint #********
************ -************
Dear ******************:
On March 1, 2024, we received your complaint, dated February 29, 2024, filed with the Better Business Bureau.
You stated that on October 2, 2023, you placed an order on Amazon for an iPhone 15; however, prior to receiving it you canceled the order. On February 9, 2024, you were charged $947.19 for the cost of the device. You requested a refund, as you never received the order or activated your account.
Our financing terms state you will be in default of the agreement if you fail to activate your device within 30 days of receiving it. If this occurs, you are charged the full amount owed. Our records show we received no indication from Amazon that the order you placed through them was canceled. As such, the device showed as not activated within the 30 days,and on February 9, 2024, you were charged $947.19 as a result of defaulting on the finance agreement.
After additional review, we were able to verify that the order was canceled and the phone returned. On March 6, 2024, a refund of $1,007.19 (includes your initial $60.00 payment) was sent to the AmazonPay account linked to the email address **********************************.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:02/29/2024
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 cannot or will not depopulate a family plan. Families change over time, but they refuse to break up my plan into individual plans like all other carriers. They will cancel my family plan and sign me up with individual accounts, but I cannot keep my numbers. Also, they will not unlock my phones so that I can switch carriers and keep my phones that I purchased, paid in full, and own. They were not purchased on a promotion. Although it is reasonable that life happens, Boost mobile has stopped allowing customers to make changes to their existing plans. Don't get divorced, let anyone die, or let anyone leave the nest. With Boost family plans, you are stuck together forever!!Business Response
Date: 03/25/2024
March 18, 2024
***************************
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 29, 2024, we received your complaint, dated February 29, 2024, filed with the Better Business Bureau.
You stated you have had difficulty modifying your Boost Mobile family plan. You requested assistance and to have your devices unlocked.
When we spoke today, I confirmed that you may only break up a family plan by porting one of the phone numbers to a new account. Please visit www.boostmobile.com to see available plans. I regret that you do not agree.
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
I unlocked all four devices on your account, as an exception.
Please note, unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*************************************350
******, ** 80210
*****************************Initial Complaint
Date:02/29/2024
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 use the service for 2 months and after that forget to disconnect, they charge me for next 3 months, i ask them for refund since i am not using that service anymore, they refuse to do soBusiness Response
Date: 03/18/2024
March 12, 2024
*********************
6542 **************************************
******, ** 80016
Re: BBB Complaint #********
************ - ************
Dear *********************:
On February 29, 2024, we received your complaint, dated February 29, 2024, filed with the Better Business Bureau.
You said you used our service for two months and then forgot to cancel your account. You ended up being charged for the next three months,and your refund request was refused.
A review of your account indicates that on November 16,2023, you signed up for our service online under a three-month unlimited plan with AutoPay. On February 21, 2024, $47.60 was collected for the next three-month service period.
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.Therefore, your refund request is not warranted.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************
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