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
- 4,962 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:02/25/2024
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 two phones from them. I cant get them unlocked their policy is ******** because they are basically controlling your phone because you cant unlock it and they want to make you buyer service to unlock it.Business Response
Date: 03/11/2024
February 29, 2024
*********************************
******************************** 15
****************, ** 80916
Re: BBB Complaint #********
************
Dear ******************:
On February 26, 2024, we received your complaint, dated February 25, 2024, filed with the Better Business Bureau.
You said you purchased two devices from Boost Mobile that you are unable to unlock. You requested a refund.
My attempts to contact you on February 28 and 29, 2024, at ************** were unsuccessful, but I left a message each time. I also sent an email to **************************** with a request that you contact me.
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 was unable to locate your account, so I cannot confirm how long your device has been active with us. We require customers to have service for 12 months because we offer devices at a highly discounted rate.
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:02/24/2024
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.
Ive purchased my iPhone SE 2nd gen July 9th of 2022 and I had my boost service for almost a year and a half I dont remember my phone number I had with them but I fully paid for my device and I didnt have any unpaid balance and Ive requested for a carrier unlock multiple times and have been told I need to go thru the process of having it active on another account for a year and I can request for the unlock after that time is up its completely rediculous Ive purchased the phone and had their service already and they still havent unlocked my phone my IMEI number is 35 ****** ****** 8 the device is a iPhone SE 2nd generation can you guys please advocate for me and help me unlock this deviceBusiness Response
Date: 03/15/2024
March 11, 2024
*****************************
OH *****
Re: BBB Complaint #********
************
Dear ******************:
On February 26, 2024, we received your complaint, dated February 24, 2024, filed with the Better Business Bureau.
You said you purchased an iPhone SE on July 9, 2022, and had active service with Boost Mobile for over a year. You recently requested we unlock your device, and we told you to activate the service for another year before we can do so.
My attempts to contact you on March 7 and 11, 2024, were unsuccessful, but I left a voice message with my contact information.
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
A review of the **** number listed in your complaint reveals your unlock request has been granted and is currently in an unlocking state. This means the device has not received the unlock command. Please ensure your phone is powered on, connected to Wi-Fi and the Boost Mobile *** card inserted.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210Initial Complaint
Date:02/23/2024
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.
On 2/22/24 around 9 AM my phone service was not working. Because boost mobile is not taking any responsibility and has kept me on the phone for 35 minutes because they feel like the DOCTOR *********** and INTERVIEW I lost due to the towers not working and who they choose to partner with. Either give me a credit or I can go somewhere else! Metro ******* Prepaid is better anyway.Business Response
Date: 03/11/2024
February 28, 2024
***********************
*********************
******, ** 25951
Re: BBB Complaint #********
************ - ************
Dear ************:
On February 26, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated that on February 22, 2024, you were unable to use your phone for a period of time due to a network outage. You requested a credit.
When we spoke on February 28, 2024, I advised you that your credit request is denied, as the outage that occurred on February 22, 2024, did not affect your account. Please note that the network impacted was that of AT&T, and you are currently on the **Mobile network.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:02/23/2024
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 have a hotspot device through them and pay the ***** per month for that, however recently I have tried to add additional data to my account when it was close to being out but it never ends up working. Most recently on 2/17 I paid them $15.00 for additional data and when my original was out I was stuck without data, contacting customer service proved to be yet another waste of time and headache as it usually is.I was told that I cannot add any data to my plan for hotspot, even though right in the description of the add on it states it is for 5g high speed data to be used with hotspot. The support person told me that I was confused and incorrect so fine. I then ask for a refund and I'm told that i cant recieve a refund since the payment is for my service? Are you kidding me?!? You offer a service that doesnt work and you wont fix it but im not allowed to get my money back ?I'm just tired of the c*** at this point I'll just get a hotspot through ******* my actual service provider. Boost is absolutely the shadiest company and it's blatantly obvious they are a deceitful company that relies on making it impossible to get refunded in hopes that most will give up. I have screenshots of all of this for proof as wellBusiness Response
Date: 03/11/2024
February 28, 2024
***********************
************ 44667
Re: BBB Complaint #********
************ - ************
Dear ************:
On February 26, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You said that you paid $15.00 to purchase an additional data pack for use with your hotspot device, but then you were *********** could not be used. When you asked for a refund, your request was denied.
I confirmed that additional data packs can be purchased for use with your hotspot device and we apologize for the misunderstanding. Therefore, in the interest of customer service, we are issuing a refund for the $15.00 you paid on February 16, 2024.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:02/23/2024
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.
The told me that this was an unlimited plan. That I will get 30gb before the speed is lowered. The internet portion was shutdown right after reaching 5b. So my complaint is about false advertising. I'm requesting a refund no greater that $100 to cover activation, one month of service and SIM card purchase.Business Response
Date: 03/11/2024
March 6, 2024
*****************************************
**********************************************************************
Re: BBB Complaint #********
************
Dear ******************:
On February 26, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated that you were told you are on an unlimited plan with 30 GB of data usage before your speed would be lowered. You mentioned that after using 5 GB, your internet is interrupted. You said Boost Mobile is falsely advertising, and you requested a $100.00 refund.
When I attempted to call you at the phone number provided, I was not able to reach you or leave a voicemail. I sent you an email requesting that you contact me.
I was unable to locate an account with the information provided. However, 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. Your request for a refund is not 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, L.L.C.
cc: ****** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Initial Complaint
Date:02/23/2024
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, my name is *******************************, I am making a complaint on boost mobile and am hoping to get a refund of $40 that I accidentally post onto one of boost mobiles reboot/reuse card.
So I ported my number from boost mobile to metro pcs a little while back because I wasnt getting good service from them. Me thinking that once I port my number over to a different network the account would be shut down but boost mobile has told me that is not how their system works, that even if there is no number on the account they still leave the account active just in case the customer wants to come back to them as a customer.
So yesterday on 2/22/24 my phone had gotten cut off me forgetting that I had an extension and yesterday was the last day for the extension. I had to be back at school at a certain time as well as having a family emergency making me have to pay the bill yesterday (metro pcs) so I wasnt paying close attention and forgot Im no longer with boost mobile I loaded $40 onto one of boost mobiles reuse reboot cards, went to pay my metro bill and they said I had the wrong card. So I called boost mobile and asked them how could I get my money back because Im not longer a customer of theirs, they told me I couldnt get a refund because the $40 had already posted to the boost mobile account, so I asked them how did you all accept my payment if the account no longer has a number on it or an account number on it, I never called in and gave them permission to post the money to the account like I usually did and I had never given them permission to set the reboost reuse card as an auto payment method because I used multiple different methods of payment. First they told me they didnt know how it got posted to the account then they said it was posted to the account because the account had the card as one of my previous trusted payment methods which again I have NEVER told them to save the reuse reboost card onto my account. So today 2/23/24 I literally called to ask for someone over the supervisor multiple times and they at first said they had nobody over them which everybody answers to somebody, so then they turned around and said that their superior doesnt have anymore access to anyones account then they do which if its somebody over you they have access to more things than just a regular supervisor, so I went back and fourth with them for awhile and they still told me that they wouldnt be able to refund me my money because it was already posted to the account and they dont do cash refund so I asked could they just put the money back onto the reuse reboost card and Ill go to the dollar general and theyd be able to refund me they money they told me no. I literally just want my money back from this account I havent had in months that doesnt have an number on it and at first didnt have an account number on it until they set one to even access the account. They also tried telling me to find anybody with a boost mobile account and have the funds transferred to their account but I honestly dont no anybody with a boost account if I did I would I have just transferred it over.
I even went to the boost mobile store asking for help and they were rude, I asked could they try to access the account she told me no, that I needed to call customer service I told her I had did that already she shrugged her shoulders so I asked for corporates number .. she gave me the same customer service number yet again shrugging her shoulders and saying she couldnt do anything and that I needed to leave their store, and in the mist of our conversation she started helping another customer while Im asking questions basically disregarding me and talking to the customer in Spanish .
I havent had ****************** in I want to say about 6 months and will never go back to them, they are extremely rude, act like they dont like helping people and have made things harder than what they need to be I really just want the $40 back Im homeless and barely have money as it is .. I cant just let $40 go down the drain that needs to go towards me getting food and gas .
Customer Answer
Date: 02/23/2024
I loaded $40 onto a boost mobile card, before I realized that I don&#**;t have an active account. I&#**;m trying to get a refund. I use different payment methods. They don&#**;t have a number on me or a pin numberBusiness Response
Date: 03/11/2024
March 1, 2024
*************************************
****************************************************************
Re: BBB Complaint #********
************
Dear ********************:
On February 26, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated that you loaded $40.00 onto a Re-Boost card, but then realized that you no longer have a Boost Mobile account. You requested a refund.
Our records show that the funds were applied to your closed account on February 22, 2024. We issued a check refund for $40.00. Please allow up to three weeks for processing and mailing.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:02/23/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I switched to boost from cricket which was the biggest mistake ever. I was on an unlimited plan and payed 65$ a month. Paid my phone bill and two weeks later my service is suspended?? So I call to find out why, the reason was I used to much UNLIMITED DATA in which they say I had to many calls text or conference calls????? After a month or two with no phone I agreed to let the dealer for them change my number and start over. Well another two weeks after getting phone back my account again suspended?? Same reason. So I took screen shots and have it all saved. How do you use too much unlimited data? So no phone again but will not ever go back to boost ***** I'll deal with no phoneBusiness Response
Date: 03/07/2024
February 29, 2024
*******************************
***********************
**********, ** 35077
Re: BBB Complaint #********
************ - ************
Dear ******************:
On February 23, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization despite having unlimited data. You requested a refund.
A review of your account activity shows that it was in violation of our terms and conditions, and it was suspended indefinitely due to concerning SMS spamming content. To review our Acceptable Use Policy, please visit *************************************************************************************************.
For any additional concerns regarding this issue, please email ************************************
Please note, the Boost Mobile terms and conditions also state that if you use more than 35 GB on your unlimited plan, you may experience throttling. In addition, they 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.
We regret any inconvenience you may have experienced.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 03/07/2024
Complaint: 21336011
I am rejecting this response because:
I have read the terms and conditions as you requested and have not found one thing I have violated in it could I please get a better explanation as to what I done
Sincerely,
***************************Initial Complaint
Date:02/23/2024
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 purchased the service with boost mobile and the phone. My phone only worked 4 days.. I've been calling to boost mobile they had me troubleshoot.. we done that. It didn't work. Finally they said I gave a bad phone. I'm from ************ and bought the phone in *********, and now in Fla. So they said take it back to the store. On the receipt there's no address. And the drive is over 8 hrs.. so I keep calling in just about everyday. They keep hanging up on me. The screen freeze, or it's jumping, and the Hotspot might work..all this within 3 weeks..my 1st payment didn't come up yet.. and there's nobody I can contact. Keep sending me in a circle.. the service is terrible.. need help. They should have the records of my callsBusiness Response
Date: 03/11/2024
February 28, 2024
********************************
********************************************************** 19141
Re: BBB Complaint #********
************ - ************
Dear **************:
On February 23, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated you purchased a device that only worked for about four days. The screen freezes or jumps around. You were advised to return to the store where you purchased the device, but that was in ********* and you now live in *******. You also expressed your dissatisfaction with the customer service received.
******************** stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies.
As you elected to decline the insurance when you purchased the device, you would need to contact the manufacturer to inquire about a replacement. The only other option is to go back to the store where you purchased it.
We decline your request for a refund.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 03/11/2024
I would love to take it back... but by you being boost mobile and a bad product your stores don't put the address on the receipt... and on top on that i gave to drive back up to TN... if i was ripping out people i could afford to drive 12 hrs to get there..Initial Complaint
Date:02/23/2024
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 10:30 am Thursday 2/22/24, I found out my phone was losing signal. It shows "no service" , then the banner "emergency call only".Cannot access data.After calling the customer service representative, the representative confirmed a system wide outage.This is poor service. I had been with Republic Wireless since 2015, until Boost infinite took over in 1st quarter 2023. 8 years with no issue with Republic Wireless, and only not a year with no boost infinite start to have issues.I asked boost infinite to apply 6 months of billing credit to my current monthly bill rate.If boost will not take care of my concern, I will move to ***** (*****.com) offers $15/mo unlimited talk text data. $10/mo talk text 2 GB data.I may consider switching to a $10/mo ***** plan, since 2 GB is all I need monthly.Thank you BBB for facilitating my concern, I appreciate it.Business Response
Date: 02/28/2024
February 26, 2024
************************
*************************************************************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. ****************** February 23, 2024, we received your complaint,dated February 23, 2024, filed with the Better Business Bureau.
You expressed concern that you experienced a total loss of service on February 22,2024. You requested a credit for six months of service or you will switch to another provider.
On February 22, 2024, AT&T, ******** and ******* experienced nationwide network service issues, which affected millions of cellphone users that rely on their networks for service. Boost Mobile, an MVNO, uses both AT&T and ******** networks for coverage. Based on your location, you are on the AT&T network. On The day of this occurrence, you were granted a $10.00 courtesy credit; therefore, no further credits will be granted. In addition, I did confirm that your phone is unlocked; therefore, if you choose to switch to a different carrier, you will only need to provide your account number and port-out PIN, which can be obtained by calling customer service at ****************.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Initial Complaint
Date:02/23/2024
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 blocking calls from Securus and Walla Walla State penitentiary. My son's calls are being blocked . I called Securus and they told me that Boost is blocking calls from jails and prisons. This happens intermittently. I called Boost Mobile and they admitted that they are blocking calls and there's no solution for me.Business Response
Date: 03/15/2024
March 13, 2024
*******************************
PO Box 344
**********, ** 98051
Re: BBB Complaint #********
************ - ************
Dear ******************:
On February 23, 2024, we received your complaint, dated February 23, 2024, filed with the Better Business Bureau.
You stated you have been unable to receive calls from a state penitentiary. You requested this be resolved.
As Boost Mobile is a prepaid service, calls involving a charge are unable to be received. We regret any inconvenience this may cause.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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