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
- 4,978 total complaints in the last 3 years.
- 1,512 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/20/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered 2 phones and service for those phones. Received an email saying they couldn't be delivered and would receive a full refund. Almost a month later still no refund and boost is refusing to refund me saying they don't refund service only devices. So basically I was robbed by boost mobile and they are refusing to do what they said in the email.Business Response
Date: 07/02/2025
June 26, 2025
Mr. ****** ******
***************
***************************;
Re: BBB Complaint #********
************** -2025-06-12653
Dear ************************** 23, 2025, we received your complaint, dated June 20, 2025, filed with the Better Business Bureau.
You said you ordered two devices with service from Boost Mobile. You received an email stating the order could not be delivered and you would receive a refund. You received a refund for the device cost, but not the monthly service charge. You contacted customer service and you were told a refund would not be issued for the service charge.
When we spoke on June 26, 2025, I confirmed a refund was issued for the device charges. ******************** is a prepaid service and monthly service charges are non-refundable; however, your account was never activated. Therefore, I submitted an $81.26 refund; please allow up to two weeks for processing.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/20/2025
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.
This is copied from the email I received on 6-19-25: "To ensure you can enjoy a 5G-compatible device, we have reserved a ******* Galaxy A16 5G for you at no cost. Device Setup Fee up to $35 may apply." I was skeptical and called before driving down. I asked all the necessary questions to ensure I would get my needs met, and I left zero ambiguity, so I thought. I was promised a new phone for no more than $35 and tax. I was promised I did not need to bring my phone in. No assumptions. This was stated as fact to me. She did say $35 + tax "and such," then couldn't explain "and such," ultimately agreeing $35 + tax would get me a new phone, out the door. I was talking to her in person less than 15 minutes later. She was very pleasant, we conversed, I didn't interrupt her working on her computer in my account, but mentioned I had more business with her after the phone purchase. Long and short, after 20 minutes standing there, I did have to have my phone in hand. Good thing I brought it. The new phone totaled $76 and change. I reminded her of our agreement, and she did that thing where she looked at me until I caved. I didn't. She then said she could take the case off the charge, and that got it to $46 and change. Tax in my Tennessee county would be less than $3.50, but I know phones have weird taxes, so I agreed. Then she said they only took debit cards. I have never used a debit card, only credit. I have never had that happen in my life. WOW. So I left, promises unfulfilled, gas and time wasted, and that "more business" I was going to do after getting my "free phone," well we didn't get to that. I told her she was losing the extra business as I left. FYI This was a 100% "cordial conversation," start to finish. Both completely calm and polite, but I guess we did part, both disappointed. I would have set up a new account with them, if we had gotten to it. I came in also needing it. Finally, I pay my monthly bill by credit card, so the debit card thing made no sense to me.Customer Answer
Date: 06/30/2025
"To ensure you can enjoy a 5G-compatible device, we have reserved a Samsung Galaxy A16 5G for you at no cost." Copied and pasted directly from the email they sent me and their in-store agent promised me by phone before I went there. They did everything at the store NOT to honor this, until I finally gave up and left. Even though I pay my bill with a credit card every month, they refused that card at the store. I am out time, gas, and another line I needed to buy, because after all the guff, I wasn't going to reward them with new business.
I want my free phone. This is the job I want finished.
It's like they make an offer because they want more business, and they treated me like they want less business?!?Business Response
Date: 07/31/2025
July 24, 2025
Mr. ******* *****
***************************
*****************************************;
Re: BBB Complaint #********
************ -2025-07-13694
Dear Mr. **************** July 7, 2025, we received your complaint, dated June 20, 2025, filed with the Better Business Bureau.
You said you received an email from Boost Mobile stating you were eligible to receive a ******* Galaxy A16 at no ******** contacted a retail store to confirm the offer was available, and you were told it would be $35.00 a month for the service. When you went in, they initially tried to charge you $76.00 and then changed it to $46.00; however, they would only take a debit card for payment and you usually pay your bill with a credit card
My attempts to contact you at ************** on July 23 and 24, 2025, were unsuccessful, and I was unable to leave a voice message with my contact information.
Boost Mobile retail stores are independently owned and operated and set their own, individual policies and procedures regarding products and services separate from Boost Mobile Wireless. Please note that when you pay your bill through autopay, the app or with a phone agent, the payment is processed through Boost Mobile Wireless directly and not a retail store.
Your complaint did not list any information about the store.Please send information pertaining to the location to ************** or ************************ so I can forward it to our retail escalation team for review.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/19/2025
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.
I had 2 pre-owned phones activated today at Boost Mobile in *********, **. The salesperson added additional items into my purchase without my consent, amounting to an additional $40.00 on both of my phone activations. She used deceitful practices even telling us the headphones she placed in our bags were free when in fact she charged them along with the activation fees.Business Response
Date: 07/09/2025
July 9, 2025
Ms. ****** *******
**************************************************
Re: BBB Complaint #********
************** - *************
Dear *************************** 20, 2025, we received your complaint, dated June 19, 2025, filed with the Better Business Bureau.
You said that you initiated service at a Boost Mobile store, and you were charged $17.99 for headphones that you were told would be free. You are requesting a refund.
When I spoke with you, you informed me you previously received a refund of $17.99. As a courtesy, I offered to apply a credit of $20.00 to your account, which you accepted as a resolution.
We appreciate you for bringing this to our attention. I forwarded this to our Retail Team for internal investigation.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/19/2025
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.
Me and my wife just joined boost mobile not even 3 weeks ago on the deal they have of second line being half off for a year if you bring 2 lines (which we did). It keeps showing my next months bill is $50 the full amount and I have contacted support 3 times and nothing has changed. I just want my bill to reflect the deal we signed up for.Business Response
Date: 07/02/2025
June 27, 2025
Mr. ****** *******
***************
************, ** 62234
Re: BBB Complaint #********
************** - *************
Dear *************************** 20, 2025, we received your complaint, dated June 19, 2025,filed with the Better Business Bureau.
You said you accepted an offer for the second line being half off for one year, but the bill shows you are being charged the full amount for two lines. You requested a billing adjustment.
Your bill will show the promotional price around 5 days before it cycles. We apologize for any confusion this may have caused.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************************;
******, CO 80210
****** ********Customer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Complaint Against Boost Mobile Number Porting Failure, ***************** and Unprofessional Treatment My name is ***** ****. On June 17, 2025, I signed up for Boost Mobile through a promotional offer at the Apple Store, which included a free phone. Because I didnt yet have my transfer PIN from Straight Talk, a ********************** *** activated my phone with a temporary number *************) and told me I could port in my original number later without issue.On June 18, I returned with my PIN. I was told by multiple agents and supervisors that I would have to cancel my current line, start a new one, and pay againlosing my free phone in the process. I was simply following Boosts own instructions and should not be penalized for ***** make matters worse, my service is nearly unusable. Im missing over 80% of calls, texts fail to come through, and I often cant hear people on the line. This makes the phone useless.I even visited a Boost Mobile store, where the *** was rude and unprofessionalmaking inappropriate comments like you probably paid full price and look at all the apps you have, which felt invasive and ************* requesting:Immediate port-in of my original number without canceling or paying again.Retention of my promotional free phone.Compensation for the inconvenience and poor treatment.Accountability for the unprofessional in-store ***.Please contact me at ************ (my wifes phone due to service issues) or email ***************************************,***** ****Business Response
Date: 07/09/2025
July 2, 2025
Mr. ***** ****
****************************** NW
***********, NM 87114
Re: BBB Complaint #********
************** -2025-06-12558
Dear ************************ 20, 2025, we received your complaint, dated June 19, 2025, filed with the Better Business Bureau.
You said that on June 17, 2025, you signed up for Boost Mobile through the ***** store. You indicated that your
account was activated with a new phone number and you were told that you could port your phone number in later.
However, when you attempted to port your phone number in to Boost Mobile on June 18, 2025, you were advised
that you would need to cancel your existing account and restart the process, and that you would lose your free phone
promotion. You also mentioned that you have had multiple service issues since activation.
I attempted to contact you at ************** and ************** on July 1, 2025, and I was able to leave a voice
message with my contact information. I also sent an email to you at *********************** with a request to
contact me. You responded to my email stating your phone was not working and requested a response via text
message.
On July 2, 2025, I responded to your email and explained that accounts opened directly through ***** cannot be
modified to allow the port in of a phone number after activation. If you decide to keep the phone number, we can
work on the service issues. Your only other option is to return the device (within ******* from activation) to *****
under the 30-day money back guarantee.
We appreciate that you brought your customer service concerns to our attention for internal review, and we
apologize for any inconvenience this issue may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have no service on our phones and are paying 2 phone bills with zero resolution from boost mobile, all they are doing is telling us we have service in our area. There are two accounts with 3 phones under 2 different names and none of the phones work they stay in SOS MODE. I want out of all three device payments by returning the phones, I want my account number and PIN number to port my numbers to a carrier with serviceBusiness Response
Date: 07/09/2025
July 2, 2025
Mr. ******* ******
*********************
******, IL 61483
Re: BBB Complaint #********
************ - *************
Dear ************************** 20, 2025, we received your complaint,dated June 19, 2025, filed with the Better Business Bureau.
You said that you are not receiving service and your device is showing SOS. You stated that you have other accounts experiencing the same issue. You would like a refund.
I contacted you by phone to explain that our ******************** will be reaching out to you in order to address your concerns, but I had to leave this information on your voicemail.
We are unable to approve a refund outside of our policy at this time, as our records reflect that your service is being used.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My problem is that boost will not unlock my phone I've been with them for a week I spent 45 minutes in a Boost store yesterday morning and they're still not unlocking it as I stated I have a son with stage five kidney failure and I need to have a phone now I have to turn around and buy a phone and I believe Boost should pay for it. Since they refuse to unlock my phone.Spectrum can't get my phone activated because boost has it locked boost is saying it's not locked. Spectrum can't get to it because it's locked. Any assistance you can give me would help. Me very much thank you appreciate your time.Business Response
Date: 07/02/2025
June 24, 2025
Ms. ***** ******
************************************
****************************************
Re: BBB Complaint #********
************ -2025-06-12516
Dear ************************** 23, 2025, we received your complaint, dated June 19, 2025, filed with the Better Business Bureau.
You stated that you visited a retailer in an attempt to unlock a device, but you were **************** requested we provide you the cost of a new phone.
A review of your account found multiple unlock PINs were generated and provided upon your request, and you did not use the initial PIN before it expired, causing a series of complications. When we corresponded via email, I again provided you with your unlock PIN and you confirmed the device has been unlocked resolving your complaint.
As a courtesy,your card ending in 5304 was removed from autopay.
We regret that your experience was unfavorable.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been receiving both text message and the attached email from Boost Mobile for over two weeks now, all providing this message/offer: "It's Time To Upgrade Your Old Device Hi ****, As one of our most valued customers, we want to ensure you are receiving the best service possible. Our records indicate that a line on your account is using an older Android phone. We are contacting you because this device is not compatible with our 5G network, which means you are not experiencing the fastest speeds and best performance available on our ********** ensure you can enjoy a 5G-compatible device, we have reserved a ******* Galaxy A16 5G for you at no cost.This is an exclusive in-store offer that expires on June 30, 2025. To claim your free upgrade, please visit your nearest Boost Mobile store before this date.Our in-store team can also show you other available devices at special upgrade prices if you prefer a different model.Thank you for being a Boost customer.Upgrade Eligible Line(s)Line Ending in 3862"In an attempt to accept this free offer and receive the promised free, new 5G phone offer (******* Galaxy A16), I've contacted over 10 Boost Mobile stores in my state to inquire about this " in store only" offer and NONE of them have heard about this offer, will honore this offer or can provide any information as to why. Furthermore, I've called Boost Mobile customer support several times as well, and not a single phone *** has any knowledge of this offer via text and email to me many times now and could provide no further help. I want these issues explained, since NONE of your customer facing staff (in store and customer service number) have any clue about. I want an explanation and I want the FREE phone promised to me multiple time. Next step would be a small claims suit, I suspect in ********. I'm certain that there are plenty of new firms/attorneys that would accept my money to take the 10 minutes to file. Please advice.....My name is **** ******Business Response
Date: 07/02/2025
June 28, 2025
Mr. **** ******
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear ************************** 19, 2025, we received your complaint, dated June 19, 2025, filed with the Better Business Bureau.
You said that you were receiving text messages informing you that you were eligible to receive a free ******* Galaxy A16, but the stores and customer service were unaware of the offer. You requested to receive the free device.
When we spoke, I informed you that in order to receive a Galaxy A16 for free, you must be on the $60.00 Unlimited Premium plan, but you refused to upgrade your plan. Unless you upgrade your plan, you will not be eligible to receive the free device. You requested to stop receiving promotional text messages and per your request, you have been removed from the marketing list.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/19/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
J?une 14 2025 my phone wouldn't let me make calls or receive them so I went to a boost mobile retail store,the lady told me that my phone had been discontinued and I needed another phone so I purchased the phone but something just didn't feel right so when I got home I contacted boost live chat, and I ask the agent was my phone discontinued he said no it wasn't so the sale person lied to me just to make a sale all I needed was a new Sim card so he told me to take my receipt and the phone back within 30 days and get my refund,so I went by there yesterday but she wasn't there the other *** told me to come back and see her I ask him why he couldn't do it he said he didn't know how she did it then he said why don't I just keep the phone because I would have to pay restocking fee I will go back tomorrow but I wanted to let you know how many other people they are scamming into buying a phone when they don't need oneBusiness Response
Date: 07/02/2025
June 23, 2025
Ms. ***** *******
*********************
**********************;
Re: BBB Complaint #********
************ -2025-06-12480
Dear *************************** 19, 2025, we received your complaint, dated June 17, 2025, filed with the Better Business Bureau.
You said that on June 14, 2025, your device stopped working. You visited a retail store and you were told your device was discontinued and you needed a new phone. After purchasing a new device,you contacted us on the phone and you were able to resolve the issue with a new SIM card. You returned to the store to obtain a refund, but they told you to return later.
The phone number listed in your complaint is incomplete (*********). On June 20 and 23, 2025, I sent an email to you at ************************ with a request to contact me.
Boost Mobile retail stores are independently owned and operated set their own, individual policies and procedures regarding products and services. I forwarded your complaint to our retail store escalation team for review. Please contact me at ************** or *********************** to discuss your concerns.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile offered $15 a month for first 3 months and $25 there after so on June 16th 2025 my boyfriend and I called and went through all the steps and was told are phone was compatible and we qualified for there services so I put up my credit card for the amount of $15.10 and waited for the *** card to b mailed ( this was for phone/ internet service so we revived the *** card on June the 18th 2025 and called to activate the card for what they had told us we were qualified for so we went through all the steps the phone service that we did have (airtalk wireless) they disconnected and then told us sorry we cant pervide you with our service with boost mobile so I asked for a refund since we were not going to b able to use there service and the previous service was cut off to to there doings they said I would have to file a dispute with the instructions I used that yes they wouldnt provide us with internet service even though we went through everything step by step there was no longer anything they could do so now were without phone or internet serviceBusiness Response
Date: 07/02/2025
June 24, 2025
Ms. ***** *****
************
*******************************;
Re: BBB Complaint #********
************** -2025-06-12484
Dear ************************* 19, 2025, we received your complaint, dated June 18, 2025, filed with the Better Business Bureau.
You stated that you were unable to activate a device despite previously confirming its compatibility. You requested a refund.
A review of your account found that although the device in question is compatible, it remains locked to your previous carrier. After returning with an unlocked device (per our activation requirements), you were able to successfully activate your phone with the continued help of our customer care agents on June 18, 2025.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********
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