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
- 5,035 total complaints in the last 3 years.
- 1,493 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:01/17/2024
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 bought a 2023 Moto G on 12/26/2023. I had the phone less than a week an the battery keeps draining its charge I went into boost to disucss the matter on 01/05/2024. ******* stated it was the settings and helped me with the settings. After another week there is no change in the matter and I went in again on 01/14/2024 and was told they could not help me and I would need to contatc Motorolla directly. This is a brand new phone and I want an exhage or refund. It is faulty.Business Response
Date: 02/08/2024
February 6, ****
Mr. ***********************
*******************************
*********, ** 46143
Re: BBB Complaint #********
************
Dear ******************:
On January 19, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
You stated that you purchased a new device from a ******************** retail store on December 26, 2023. You found that the battery was draining very quickly, and you returned to the store several times for assistance. They directed you to contact the manufacturer of the device. You indicated that the device is faulty and you requested to exchange it.
Please note that all Boost Mobile retail stores are independently owned and operated, and set their own return/exchange policies. If you are beyond the retail stores time frame for return or exchange of the device, you will need to contact the device manufacturer for exchange options under the standard warranty. They *** also have additional troubleshooting steps for the device that *** resolve the issue without you having to replace it.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/17/2024
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.
Per their policy, refunds can only be issued within 10 days & that's why they will not issue a refund or provide credit. However, the dates and actions on their part are important. On 12/21/23, I purchased an iPhone 8 & 1st months service through Boost Mobile online order, for $114.44. When I looked up the *** tracking for the phone, it showed that Boost requested it be returned to *********** was delivered back to them on 12/29/23. On 1/2/24, I called Boost to determine what happened. They didn't know, but I was advised to create a *new* *************** the phone again because the special was only for new accounts. I did as advised and paid another $114.44 for a phone & 1st month service. On 1/3/24, I noticed the *old* account showed they processed a refund for only, $72.75. I called back on 1/4/24 to inquire about the remainder. They told me I had to wait 3-5 *business* days to receive the full refund. 5 business days is 1/11/24. The only refund I received was for $72.75. I called back on 1/12/24. They told me they could not process the refund for the remainder but it was being escalated and could take another 3-5 days. So, I called back on 1/16/24 to determine the status of the escalation. I was told there was nothing they could do because it was outside of the refund period. I understood mistakes can happen & I understand their policy but I requested the refund within the appropriate time frame after seeing the phone was delivered to them on 12/29. If the full refund would have been correctly processed on 1/3/24, then it would not have been outside the refund period. The mistake was on their part and they will not return my $41.69. Desired resolution is to refund the remaining $41.69 to the card that was used during original purchase. Old account # is ************.Business Response
Date: 02/09/2024
February 6, ****
*****************************
*****************************
*********, ** 29072
Re: BBB Complaint #********
************ - ************
Dear ******************:
On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
You stated that on December 21, 2023, you purchased an iPhone 8 and the first month of service on our website for $114.44. We requested that the order be returned before it could be fulfilled. You were then advised to open a new account, which you did, and you paid another $114.44. You received a partial refund of $72.75 from the old order, and you requested the rest ($41.69) be refunded.
Our records indicate a new Boost Mobile account was successfully initiated on January 4, ****, and a refund of $72.75 processed on January 3, ****. I applied an adjustment of $41.70 to your new account bringing the total amount by means of a refund and adjustment to $114.45. Please allow 24 hours for this adjustment to appear on your account.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Initial Complaint
Date:01/17/2024
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.
In February 2022 I financed an Apple iPhone 12 to upgrade my sons phone. My normal boost mobile bill was $50 a month adding this new phone was 18 payments of $23 so my bill was $73. Per my contract that I have my last $23 payment should have been July 26th 2023. Boost charged me the extra $23 Aug 2023 September 2023 October 2023 November 2023 December 2023. So thats 5 payments equals $115 extra they should not have taken. Starting in Aug 2023 my bill should have went back to $50 but it did not. I contacted boost and they only would refund me $69 thats only 3 months not 5 months that they overcharged me. I have contacted them 3 times regarding them still owing me $46 two months of overcharging and they say they are putting a ticket in and I havent heard anything. I have my contract through boost stating my extra $23 payments ended in July and I have my bank statements showing they overcharged me for 5 months not 3 months. I just want my $46 dollars refunded to me.Business Response
Date: 02/06/2024
January 25, ****
***********************
307 **************.
*********, ** 21090
Re: BBB Complaint #********
************
Dear **************:
On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
You stated that you financed an iPhone 12 in February 2022 on an 18-month payment plan that added a $23.00 charge to your original monthly bill of $50.00. The last payment (according to your contract) was to be made on July 26, 2023, but you were charged $73.00 for the next five months. When you contacted customer care, you were provided a refund of $69.00 equating to three months of overpayment. You requested a refund of the remaining $46.00 you overpaid.
My attempt to contact you today was unsuccessful, but I left a voicemail.
After reviewing your account and the documentation you provided, I applied a credit of $46.00 to your account. Please allow ************************************ your billing.
We apologize for any inconvenience 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, L.L.C.
cc: ****** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Customer Answer
Date: 02/06/2024
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:01/17/2024
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 promised to unlock my phone so I could access international data on my 6 month trip in central and South America. They told me on 1-12-24 it would take 24 hours to complete the request. By Friday, it still hadnt been fulfilled, and they told me they were unable to unlock my phone because I hadnt had an account with them for one year yet, which is inaccurate. I have had an account with them since 2020. I contacted them again on Monday, and they promised the issue would be resolved within another 24 hours. Still, my phone remains locked. I am in ********** without cellular data, which is an incredibly dangerous situation to be in as a young woman. I have tried contacting them today regarding the same issue, and am being ignored. It has been one week since they told me the phone would be unlocked in 24 hours.Business Response
Date: 02/06/2024
January 30, ****
***************************
*************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
You said that you were told your phone could not be unlocked because you have not been a customer for one full year.
A review of your account shows that your phone was unlocked in our system;however, if it is still locked, this might be because you are not currently in ***************** which was stated in my email to you on January 30, ****. Therefore, if it is not,turn it off for approximately ten minutes, restart it, and connect to a Wi-Fi network. This should allow the phone to complete the process. You should be able to go to Settings, General, About and scroll down to "Carrier Lock". If unlocked, it should state "No SIM restrictions".
We apologize for any inconvenience this has caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:01/17/2024
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.
Boost has been cutting people's services and such as dropped calls missed call that never come through text messages that either don't show up or come in 4 hours later cutting off your data after only three days of it being on saying you have used it all when in three months nothing has worked they are stealing service that have been paid for but never given and are refusing to return money for service that has been paid for but was unable to useBusiness Response
Date: 02/09/2024
January 31, ****
*************************
*****************************************************************
Re: BBB Complaint #********
************ - ************
Dear **************:
On January 18, ****, we received your complaint, dated January 17, ****, filed with the Better Business Bureau.
You said you have been experiencing dropped calls and text messages are not going through. You also said your data has been shut off after three days. You requested a refund.
Our records show some local site issues in your area since January 5, ****. These issues showed as degraded service, which may have impacted you.The issue was reported for review and should now be resolved.
Data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control, which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
While we were researching this issue, you ported your phone numbers to another provider.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.
We apologize for the inconvenience.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210Customer Answer
Date: 02/09/2024
Complaint: 21156502
I am rejecting this response because: I left due to the continuation of issues that where never resolved and have been reported for more than a year and they are only giving excuses to the issue and not actually doing anything about it I want my money back in a check for the months of the issues as it is considered theft of service that where supposed to be render
Sincerely,
*********************Initial Complaint
Date:01/16/2024
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 tried to switch from Xfinity Mobile to Boost Mobile on July 16th, 2023. I paid both Boost and Xfinity while waiting for my cell phone # to be ported to Boost. I took me several months and then I discovered that Boost did not port my # over. I said I have been paying for months but they couldn't find my account. I made many calls to fix this issue with Boost and they continued to bill me. I told them to stop billing me and asked for a refund. I wrote to the ************************* and finally Boost stopped billing me, so they apparently found the account. However, I still need a refund for the six payments of $25.78 per month that I paid Boost. I have attached the six statements that showed I paid both Boost and Xfinity for six months.Business Response
Date: 02/06/2024
January 29, ****
Ms. ***********************
*********************
************, ** 21146
Re: BBB Complaint #********
************ - ************
Dear ******************:
On January 17, ****, we received your complaint, dated January 16, ****, filed with the Better Business Bureau.
You said that on July 11, 2023, you made a payment to Boost Mobile while transferring your service from Xfinity Mobile. You thought the transfer was completed, but later found out you were paying for both Boost Mobile and Xfinity. When you contacted us, we were unable to find your account.
When we spoke on January 29, ****, I informed you that I found your account and it was set up with automatic payment, which was removed on November 28, 2023. The account was disconnected on December 18, 2023. As an exception, I issued a $128.92 refund; please allow two weeks for processing.
.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:01/16/2024
Type:Delivery 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.
On December 29, 2023, I made an online purchase for the new iPhone 15 Pro **** The total tax amounted to $123, and the monthly payment was set at $65.56. The phone was dispatched via **** who claimed to have made a delivery attempt. However, despite being at home during the alleged attempt, I found no evidence of it. Instead of a second delivery attempt, *** redirected the package to a CVS location an hour away.I undertook two separate trips, totaling over four hours of driving, to the **** only to find that my phone, signed for by someone named *******, could not be located. Despite multiple calls to both *** and Boost Infinite, assuring me that I would receive my phone, my efforts proved futile. To my dismay, I recently discovered a credit for the amount I had paid.Upon inquiry, I was informed that I could not obtain the same phone I initially ordered at the original price. The alternatives offered were to either downgrade the phone and incur an additional $10 per month or purchase the iPhone at the full price without any discounts. My sole desire is to receive the original phone I ordered at the price I initially paid.According to **** Boost Infinite was responsible for delivering my phone to a third party without my authorization. I was also issued a credit of $5.56, which was subsequently deducted without explanation or reimbursement.Customer Answer
Date: 01/19/2024
This issue has been resolved to my satisfaction, you can close this complaint.Business Response
Date: 01/23/2024
January 23, ****
*********************************
*****************************************************************************************************************************;
Re: BBB Complaint #********
************ - ************
Dear ******************:
On January 16, ****, we received your complaint, dated January 16, ****, filed with the Better Business Bureau.
You said you purchased a device online. Your package was sent to a CVS store and they were unable to locate it. You indicated that the solution you received was to purchase a downgraded device, and you were also issued a credit of $5.56, which was deducted. You requested the device and a billing adjustment.
Our records show the original device you ordered was delivered and signed for by ****.
A review of your account confirms that the $5.56 credit was never removed.Additionally, you received a refund of $123.00 on January 15, ****.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
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.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*****************************Initial Complaint
Date:01/16/2024
Type:Order 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 migrated from Republic Wireless to Boost Infinity last September 2023. My phone is working but my online account is not accessible. I've opened a ticket *******, but I cannot get anyone at Boost Infinity to fix my online account. The account thinks I do not have an activated phone. I've called numerous times and I've escalated the ticket, but nothing has been done. I want boost Infinity tech support to please fix my online account.Customer Answer
Date: 01/26/2024
My ticket ******* was finally addressed by Boost ****************** staff today 1/26/2024. Thank you.Initial Complaint
Date:01/16/2024
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 have been a Boost Mobile customer for years starting in CA-over 10 years. I have just retired, on ssi and have qualified for the Affordable Connectivity Program (***) enrollment #*******. Spent 3 hours at Boost Mobile Store while manager tried to sign me up with *** discount. We rescheduled having found the problem but were tired so we were to meet in a week. Manager ****** cancelled bc had to cover for staff in *********. He hasnt responded to any of my attempts at contacting him. I have followed instructions on Boost Mobile site to rectify on my own since I have NO one to assist me. I submitted more than enough verification and still REJECTED. ****** once stated there is no available regional manager so again, no help. Not even online chat nor by telephone with boost customer service. I am very frustrated, do not want to change providers. I love the service but not customer service, which I never needed til now. Bill due 1/21 but want the *** discount before I have to pay it again.Customer Answer
Date: 01/17/2024
I originally recieved eligibility status in October23. The deadline to apply/reapply or become eligible is February 7,24Business Response
Date: 02/09/2024
January 31, ****
Ms. *************************
**************************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 16, ****, we received your complaint, dated January 16, ****, filed with the Better Business Bureau.
You said you qualify for the Affordable Connectivity Program (ACP) and need assistance with enrollment.You stated that you were working with a Boost Mobile retail office manager, but you are no longer able to contact him.
After reaching out to our Boost Mobile ACP representatives, I was informed that your application was rejected due to your Photo **; the reason being that the address shows as a mismatch between what is shown on the ** and what was provided in the application.
Please ensure that the information you provide on your Boost Mobile ACP application is the same as you provided on your ACP application. Please visit a participating store or reapply online at **************************************************. Once the required documentation is submitted and completed correctly, you should be approved for the benefit.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*****************************Initial Complaint
Date:01/16/2024
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 claims that I violated their ****************** so they shut off my service 3 hours after taking my monthly autopay payment. When I called their office, their reps had no idea this was happening. I will have to take my business elsewhere but they should not get to keep the ***** they charged my card on 1/15/23.Business Response
Date: 02/06/2024
January 24, ****
***********************************
****************** 11
******, ** 01749
Re: BBB Complaint #********
************ - ************
Dear **************************:
On January 16, ****, we received your complaint, dated January 16, ****, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization. You requested to be refunded the last payment of $35.00 you made on January 15, ****.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.
For any additional concerns regarding this issue, please email ***********************************.
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.
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: 02/06/2024
Complaint: 21150477
I am rejecting this response because:They can not be within the law to take a payment from my bank account for a full month of service and then cancel that service 3 hours later and not refund the money they took. That is theft. They stole ***** from me. They cannot be allowed to get away with this. Who else are they doing this to? Is there a class action suit that I can get on board with? I will gladly join it. I want my money back. They stole ***** from me and they are getting away with it.
Sincerely,
*******************************
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