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
- 4,976 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:02/05/2024
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.
Three days into my monthly plan I received an email stating I had used 85 percent of my monthly data, which is 29 gigs of data, which is absolutely impossible. During those three days I used the phone less than normal, which is around ***** gigs over a whole month. So in short they are saying that I used two months of data in three days.Carrier also showed hotspot usage of over 6 gigs, but I hadn't even enabled hotspot during that time. **************** could not give any explanation or remedy for the situation. I believe these wireless providers should be required to be able to show proof of how they have counted such high data usage in such a short period of time.Business Response
Date: 02/28/2024
February 26, 2024
Mr. *************************
*************************************************************
Re: BBB Complaint #********
************
Dear *************:
On February 5, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You stated that you received an email three days after you entered a new billing cycle showing that you had used ***** of your allotted 35 GB of data. You called in to customer care about it, but no resolution was offered.
This issue seems to have been resolved; your data usage is currently showing ***** GB of data used with five days left in the billing cycle.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 03/02/2024
Obviously the data was reset sometime during the month, but not at the same time the billing cycle reset as it should. I did not look every day to see when it reset, if it did reset, or if it's always just some random number. However, this month I will be watching for the reset.
Here is a screenshot of my Boost Mobile dashboard showing my data usage as of the last day of my billing cycle taken 3/1/24, and one showing the first day of the new cycle taken 3/2/24. Absolute proof it's not resetting with billing cycle.
This is not only poor business practice, but also makes it impossible for one to know exactly how much data they're actually using per month.
Business Response
Date: 03/12/2024
March 11, 2024
Mr. *************************
*************************************************************
Re: BBB Complaint #********
************
Dear **************:
On March 8, 2024, we received your rebuttal, dated March 8,2024, filed with the Better Business Bureau.
You stated that your data allotment does not reset with the billing cycle, as it should. You provided screenshots of your data usage on March 1 and 2, 2024, showing that the data did not reset. You said this makes it impossible to know how much data you are using each month.
We concur that your data had not reset on March 2, 2024.
At Boost Mobile, your data does not reset when the billing cycle changes, or when a payment is made. The data usage resets within a few days after the billing cycle date. In your case, for the current month, your next billing date is April 1, 2024, and your data will reset on April 3, 2024. This is our normal business practice.
Your data usage is visible in the mobile application and through our website, and can be checked at any time during the data cycle to verify how much data has been used in any given month.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:02/05/2024
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 attempted to use the Boost Mobile app, on my phone, starting on Saturday, February 3, 2024 to add a single 1-time 2GB of data for $10 onto my account. Their website wouldn't allow the transaction, even after several attempts. So, on Sunday, February 4, 2024, at approximately, 11:23a.m., I contacted customer service and explained the situation. The representative stated that because of an error on their part, my account can only accept the recurring option to add $10 to my plan, permanently for the extra 2GB of data, or purchase a new device. Being that those options were ridiculous, I asked for a Supervisor or Manager. At that point in the call, I didn't receive a response from the representative, so I hung up and called back. When I finally connected with another representative, I explained the situation again, and immediately asked to be transferred to a Supervisor. This representative was more logical and stated that the options that were presented to me were bizarre, so he transferred me to the Supervisor. After speaking with the Supervisor for almost an hour, she stated that her only option was to add the recurring charge, even though she acknowledged that there's an error on my account, but there's no resolution to resolve it. I needed the add-on, so I gave her permission to add it. Now, my monthly plan is $45 instead of $35, even though they charged me the $10 already, and they won't take the extra charge off or provide me with a credit for the inconvenienceBusiness Response
Date: 02/26/2024
February 20, 2024
Ms. ****** Times
***********************************************************************************
Re: BBB Complaint #********
************ - ************
Dear Ms. **************** February 6, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You said that on February 3, 2024, you attempted to add a one-time 2 GB data pack to your account through the app, but you were not able to; therefore, you called customer service and you were informed that, due to a system error at the time, only the recurring add-on was available. You requested the recurring charge for the 2 GB data pack be removed and to restore your monthly rate to $35.00. You also requested the ability to add one-time data packs and to receive a refund of the $10.00 paid for the data pack on that day.
A review of your account shows that the recurring data pack was removed on February 3, 2024, restoring your monthly rate to $35.00. You are now able to add one-time 1 GB and 2 GB data packs as needed. You received a prorated credit of $8.43 on February 7, 2024.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 02/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** TimesInitial Complaint
Date:02/05/2024
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 bought a SIM card from Boost Mobile and it did not work in my daughters phone. I went into the store and the guy said it would never be able to work in her phone. He then canceled everything because obviously I couldnt use it. Today I receive a charge of $27 on my cash app card and when I called Boost, not only were they rude but they simply saidDispute it with your bank!. I have called a number of times to get a corporate number or email and they keep saying they dont have one! All I wanted was my $27 refund and I would not have made a fuss but this is ridiculous.Business Response
Date: 02/26/2024
February 20, ****
Ms. ***********************
**********************
************, ** 30134
Re: BBB Complaint #********
************
Dear **************:
On February 6, ****, we received your complaint, dated February 5, ****, filed with the Better Business Bureau.
You stated that you purchased a SIM card to activate a line for your daughter, but you were told her device is incompatible and the account was canceled. You were then charged for a new month of service. You requested to receive a refund.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; nonetheless, I authorized a refund of $26.59 as an exception. Please allow seven to ten business days for processing.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Customer Answer
Date: 02/26/2024
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:02/05/2024
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.
Whose mobile did not provide data when the bill was paid they took gaze to add the data back to the phone I'm not the only one there are many other complaintsBusiness Response
Date: 02/28/2024
February 23, 2024
*******************************
*******************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 5, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You stated you were not receiving a data connection. You requested a billing adjustment.
Our records indicate you scheduled your service to be disconnected on March 3, 2024.If you would like to keep your current telephone number, please port it out to your new provider beforehand.
I issued a $25.76 refund of the last payment made; please allow seven business days for processing.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:02/05/2024
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 HAVE BEEN WITH THIS COMPANY FOR ALMOST 20 YEARS AND HAVE NEVER RUN OUT OF DATA. i AM CAPPED AT 35GB WHICH i NEVER WAS BEFORE. 2 MONTHS IN A ROW i HAVE RUN OUT OF DATA. SUPPOSEDLY I HAVE UNLIMITED DATEDBusiness Response
Date: 02/26/2024
February 20, 2024
*******************************
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On February 5, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You said that in your nearly 20 years with us, you have never run out of data. You added that you supposedly have unlimited data.
Your account history shows that you have exceeded your allotted data allowance of 35 GB per billing cycle. In addition, the data packs you have purchased are also capped due to usage.
As previously stated, your plan provides for 35 GB of high speed data. Once you have reached this limit, your data speed is significantly reduced or throttled; however, you still have unlimited access. Once you make a payment on or about your billing date, your data limit is reset. It is highly recommended that you connect to a secure Wi-Fi network as frequently as possible to limit the speed of usage for your allotted data.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:02/05/2024
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.
Purchased a phone from a Boost Mobile store in December 2023 in ******* ** for $180 before taxes and activation fees. Phone quality was terrible so I attempted to return the phone for a refund, however the associate at Boost Mobile told me the phone was sold as-is since it was an in-store purchase and they do not give refunds. She also told me that "you get what you paid for". As in, I purchased a cheap phone so I should've expected a terrible quality device. This phone wasn't usable for my needs so I purchased another better quality phone through the boost mobile website, also for $180. I took the sim out of the old phone and activated the new phone with that sim. Flash forward to February 2024 and I receive an email from Boost Mobile stating that one or more of my phones had not been activated yet, and if I don't activate my phones by a certain date, I will be charged the full price of the phones, minus what I already paid for them. 2 days later, I was charged $583 to my credit card by Boost Mobile for the alleged non-activation fee. Both phones I had purchased were sold as-is at the listed prices. ****** searches for both phones shows that both phones combined values are no greater than the $360 I paid and had agreed to pay. Therefore the additional $583 charge is completely unwarranted, especially because both phones were in fact activated and used at one point. I contacted a Boost Mobile representative through their online chat support, and the representative couldnt even find the charge I was complaining about. He/she told me to file a fraud complaint with my credit card company to receive a refund as he/she can't issue me a refund due to not being able to see the charge on my account. I filed the dispute, but am putting in this complaint to insure that I received the refund as I did not authorize this $583 charge and was never at any point told by a Boost Mobile representative there would be a non-activation charge on a prepaid sold as-is phone.Business Response
Date: 02/26/2024
February 21, 2024
Mr. *********************
**********************************
***********, ** 17301
Re: BBB Complaint #********
************
Dear **************:
On February 5, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You stated that you purchased a replacement device in December 2023 through our website and when you received it, you inserted your existing SIM card and activated the new device. However, in February 2024, you received notice to activate the device or that you would be charged for it. A few days later, you were charged $583.00. You maintain that the charge is unwarranted as the device is valued at $180.00. You requested a refund.
Our records indicate that you activated your current account under telephone number ************** in December 2023 at a Boost Mobile retail store.You then ordered a ******** g 5G device through our website for $201.39, and activated that device. The device for which you were charged $583.00 is not associated with this active account.
The purchase in question was made on account, ************ under the telephone number **************, on April 16, 2023, for $211.99. The device ordered was a ******** Edge+ 2023 (IMEI ***************). This device has never been activated in our system, causing the fee of $583.00 to be charged per the Boost Mobile Terms and Conditions. The **** (Manufacturers Suggested Retail Price) of this device is $799.99.
The fee charged for the purchase of the ******** Edge+2023 is valid and no refund is warranted.
Sincerely,
*************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:02/05/2024
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.
Acct ************ Phone ************** I called Boost Mobile on 2/3/2024 to cancel service before my renewal date on 2/4/2024. On 2/5/2024 I was charged ***** to credit card on file. When I called in today 2/5/2024. Agent #1 - said I can see here in the notes your service was cancelled by the agent but had to transfer me to Agent #2 (in the cancellations department) and was told I did not cancel and was legitimately charged for another 3 months of service and no refund would be given. I asked for a manager and a call pull and was disconnected.Business Response
Date: 02/16/2024
February 9, ****
*********************************
*************************************-279
*********, ** 29707
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 5, ****, we received your complaint, dated February 5, ****, filed with the Better Business Bureau.
You stated that you called in on February 3, ****, to disconnect your account; however, you were charged $46.81 on February 5, ****.You requested a refund.
On February 8, ****, a refund of $46.81 was issued to the credit/debit card ending in 7773.
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: 02/16/2024
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:02/05/2024
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 Jan 9, 2024, $50 was deducted from my account by ******************** for service that I no longer had with them. My phone number ************ was officially transferred to **** on Dec 25, 2023. The service with Boost mobile was prepaid so I owed them nothing for ******** I contacted Boost on Jan 10th and Jan 28th for a refund.Customer Answer
Date: 02/18/2024
I received my $50 refund from Boost mobile on 2/17/24.
Thank you for your assistance
Business Response
Date: 02/26/2024
February 16, 2024
*****************************
************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On February 5, 2024, we received your complaint, dated February 5, 2024, filed with the Better Business Bureau.
You said $50.00 was deducted from your account even though you no longer have service with Boost Mobile. You requested a refund.
Please note, it is the customers responsibility to specifically request their service is canceled and to ensure they are not on automatic payments to prevent this from happening.
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. Nonetheless, I requested a $50.00 refund be issued as an exception to our policy. Please allow ***** business days for processing and delivery.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 02/26/2024
Boost mobile has refunded my $50. However, I would like to make sure it is understood that they did not make an exception for me. I did notify them of my intent to transfer carriers 1 month prior to it actually happening. In fact, AT&T could only take over that number if it was released by Boost Mobile. I have my money back but it galls me that Boost would try to blame me for their mistake or fraudulent behavior. If they did this to me and were so adamant about not giving me a refund after multiple calls, They've probably done it to others.
Initial Complaint
Date:02/04/2024
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.
Been Boost customer for years but as I switched plans & disconnected phones they were still charging me , I started contacting them way back when I 1st noticed the over charges [March 2023] & **** called and ask for reasons of over charges they kept passing me on to other reps& Ive called for weeks and months now & have even been given a false complaint #..And still to date nothing done and many hours of my time wasted on phone , *** asked for supervisors, recorded calls & reasons WHY my plan wont change and WHY I was charged for months for phones that havent been in service and to show records of where they have been..And all calls end with same nonsense.. NOTHING RESOLVED and repeats of IM SORRY FOR INCONVIENCE and I even didnt pay bill and was demanding answers but they would not even give NO INFO until I paid month fee..I want proof of WHY I was charged so much and also why plan wont let me adjust online either as it advertises? And my money back that I was over charged so many months, ** truly tired of calling and just like my account investigated as so many people have told me thats why they quit boost. Ive had business and same number for 18 yrs and perfer not to change my #..Also account now wont let me see all my records and I was told due to other company buying Boost? They cant even go back 3months?? makes no sense to me..Thank YouBusiness Response
Date: 02/28/2024
February 26, 2024
***************************
30 ******* Ct.
******, ** 25428
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 5, 2024, we received your complaint, dated February 4, 2024, filed with the Better Business Bureau.
You said you have been unable to receive an explanation of your bill. You also indicated that you cannot change your plan online and you are unable to access your account history.
My attempts to contact you on February 23 and 26, 2024, were unsuccessful, but I left a voice message with my contact information.
A review of your account indicates you are on a grandfathered three-line $100.00 family plan, and any changes must be made manually.Your charges are $57.00 per month with one line active, consisting of $50.00 for regular monthly service and $7.00 for device insurance. A second line,**************, was active on your account, but it was disabled on May 11,2023, and has not been charged since then.
The inability to access account history is a known issue and we hope to resolve this soon.
Please contact me directly at ************** or ************************ so I can assist you with any account changes.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:02/04/2024
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.
Boost mobile has become a completely unreliable service. Dropped calls, slow data, inability to make and receive calls etc. I decided to transfer my phone services to ******** Boost mobile would not release my number they tried forcing me to keep their service. Not only did I loose my phone number that I had for years it cost me more money to get a new number.Business Response
Date: 02/26/2024
February 22, 2024
*************************
*********************************************************** 409
**********, ** 44503
Re: BBB Complaint #********
************ - ************
Dear ****************:
On February 5, 2024, we received your complaint, dated February 4, 2024, filed with the Better Business Bureau.
You said you were unhappy with our service, and you were unable to port your phone number to your new provider. You requested assistance.
Please note that your account must be active to port out your number, which it was not. Your service has been reactivated until March 6, 2024, as an exception. You will need your account number and port-out PIN to give to the new provider. For your reference, your account number is ************ and your port-out PIN is ******.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
*************************************350
******, ** 80210
*****************************
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