Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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 Complaint

The 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:06/19/2025
Type:Service or Repair Issues
Status:
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 Issues
Status:
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 service
Business 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 Issues
Status:
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 Issues
Status:
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 Issues
Status:
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 one
Business 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 Issues
Status:
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 service
Business 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

****** ********
Initial Complaint
Date:06/18/2025
Type:Product Issues
Status:
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 June 7, 2025, I visited the Boost Mobile store at ********************************************************, where an associate named ******* sold me an iPhone 16E for $472.49, despite the in-store promotional price of $249.99 when adding a new line. He also told me Id be added to *******, which would further reduce my monthly bill. I later found out that he did not enroll me in AutoPay, which disqualified me from returning the phonesomething I was never made aware of.When I contacted customer service, I was bounced between multiple agents including ***** and ****. I also returned to the store multiple times and spoke with *****, who said she couldnt help because it wasnt her transaction. For six days, I was sent back and forth between customer service and store staff, none of whom offered a clear or fair resolution.I was later told the phone cost $299.99, not $249.99, despite my having photo evidence of the original in-store price display. The manager then tried to justify the overcharge by claiming the difference was due to taxes, but my receipt proves this is untrue.This has been an exhausting and unacceptable experience. I am asking for:1.A full refund of the overcharge2.The ability to return the phone without penalty3.An acknowledgment of the misleading behavior at your retail location
Business Response
Date: 07/02/2025
June 25, 2025

Ms. ***** ********* Null
************************************
******************************;

Re:          BBB Complaint #********
                74854892779225 - *************

Dear Ms. *************** June 19, 2025, we received your complaint, dated June 18, 2025, filed with the Better Business Bureau.

You said that on June 7, 2025, you visited a Boost Mobile retail store and purchased an iPhone 16E for $472.49 despite the store advertising a cost of $249.99. You attempted to resolve this with the store and on the phone, but you were unsuccessful.

When we spoke today, I informed you that Boost Mobile retail stores are independently owned and operated, they set their own, individual policies and procedures regarding products and services.

I forwarded your complaint to our retail store escalation team for review. Please feel free to contact me at ************** or *********************** with any questions or concerns you may have.

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 Issues
Status:
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'VE REACHED OUT TO BOOST MOBILE REGARDING MY SERVICES DROPPING CONSTANTLY OVER ***** TIMES A DAY WITH NO HELP. IM NOT GOING TO STAY LOCKED IN TO A RATE THAT DOESNT MEET MY NEEDS WHEN I CANT EVEN BARELY MAKE A CALL. YES THE PHONE WORKS SOMETIMES BUT THE CALLS CONSTANTLY DROP OVER 45 TIMES A DAY. IVE REACHED OUT WITH NO RESOLUTION AND I AM A NURSING SCHOOL STUDENT AND CANT EVEN DO WHAT I NEED TO DO. THIS IS AN HUGE INCONVIENCE. IF THIS CANT BE FIXED I AM WANTING TO CANCEL MY SERVICES WITH NO PENALTY AND OWING NO EXTRA MONEY BECAUSE THE SERVICE IS HORRIBLE AND THE ISSUE HAS NOT BEEN RECTIFIED
Business Response
Date: 07/11/2025
July 10, 2025

Ms. ******* ********
2214 Ibis Ct.
*********************

Re:          BBB Complaint #********
                ************** - *************

Dear **************************** 19, 2025, we received your complaint, dated June 18, 2025, filed with the Better Business Bureau.

You said that calls drop 30 45 times per day and you have received no help from Boost. You request a billing adjustment and to cancel service with no penalty and nothing owed.

Our records show that you called on June *******, regarding this issue but there are no calls prior to, or after this date regarding this issue. Technical Support performed an analysis and found there are no coverage issues at your address and no dropped calls or failures in the preceding 30 days. Therefore, your requests are denied.

If you would like to transfer service to another carrier, your phone numbers can be ported, but the financing for the devices themselves must be paid before they can be unlocked.

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:06/18/2025
Type:Service or Repair Issues
Status:
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 a phone from Boost Mobile from an offer sent via email. This was a post paid account which financed the new phone. The phone broke in April 2025. Numerous calls and attempts were made to replace the phone. Boost uses Likewize for issuring their products. They would not send the phone to a commercial location including a Boost store but could only send the replacement to my home. I work Monday - Friday and we are in audit season. I live in **************, middle aged woman and for safety purposes I need a phone. I was forced to purchase a pre paid account and new phone because they could not help me in store and phoned customer care who stated I would have to purchase a phone but I could not transfer my number. I told them to cancel the other service. They never did. They took $167.91 from my account today. I spoke with numerous **** today but to no avail. My money has not been returned and they refuse to cancel this account. I offered to send the broken phone back so I can take my self out of this situation. They refused. I am at my wits end. I cannot have them taking money for unusable merchandise and/or service.
Business Response
Date: 07/09/2025
July 2, 2025

Ms.**** *******
MD 21207

Re:          BBB Complaint #********
                *************

Dear *************************** 18, 2025, we received your complaint, dated June 18, 2025, filed with the Better Business Bureau.

You stated that you broke your device and submitted a claim under the device insurance on your account. You indicated that your claim with Likewise was approved, but Likewise would not ship a replacement device to your work address or to a Boost Mobile store. Therefore,instead of having the replacement delivered, you purchased a new device that was activated on a different account. You said that you requested that the original account be closed, but this was not completed and a payment of $167.91 was processed on the account. You offered to return your broken phone to resolve the situation. You requested that the original account be closed and you be refunded $167.91.

You confirmed that Likewise approved your claim for a replacement of the broken device and offered to ship the replacement device to you. You refused shipment of the replacement from Likewise as Likewise would not deliver to an address of your choice. Please contact ******** directly for information on their shipping policies.

Our records confirm that you contacted Boost Mobile on several occasions to resolve the situation; however, there is no record of a cancellation request for your previous account. As such, all charges and payments are valid and no refund is warranted.

Per your request, AutoPay was removed from the account. If no payment is made for the service, the account will be closed after the next payment date.

A review of the account shows that the original device (with IMEI ******************************* was financed through Boost Mobile on June 25, 2024, and has an outstanding balance. Please be aware that once the account is closed, the remaining balance due will be charged to the account and you will be responsible for that balance.

Boost Mobile policy allows for return of a purchased or financed device within 30 days of purchase; therefore, return of your damaged device is not possible.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                **************************************
                ******, CO 80210

                ***** *****
Customer Answer
Date: 07/09/2025

Complaint: 23488735

I am rejecting this response because: The business stated my phone was purchased 6/18/2025. That is not true. The new phone was purchased June 2024. I purchased a new phone April of 2025.
If they are not going to refund my money, I would like them to apply the payment to the remaining balance owed on the phone which is $200.

Sincerely,

**** *******
Business Response
Date: 07/15/2025
July 14, 2025

Ms. **** *******
MD 21207

Re:          BBB Complaint #********
                *************

Dear Ms. ****************** July 14, 2025, we received your rebuttal, dated July *******, filed with the Better Business Bureau.

You rejected my original response, as it stated that your phone was purchased June 18, 2025. You said the new phone was purchased in June 2024 and a new phone was purchased in April 2025. You requested that if we would not provide a refund of the $167.91 payment, it be applied to the outstanding balance on the device.

The date of June 18, 2025, was not mentioned in my original response. It stated, A review of the account shows that the original device with IMEI *************** was financed through Boost Mobile on June 25, 2024.

The Boost Mobile Terms and Conditions state that AutoPay is required for your account type and if the automatic payment fails, you give us the right to retry using the given method. We can do this multiple times until we are able to obtain payment.

Our records indicate that the $167.91 is a valid payment made towards the service for the billing period from March *******, to June 28, 2025. In cases where a device is lost, stolen or inoperable,Boost Mobile suggests that the account remain open while the customer initiates repairs or locates a replacement device, to avoid losing the phone number associated.

The charges on the account remain valid,as there is no record of a request to close it; as such, no refund is warranted and the payment will not be applied to the outstanding balance due on the device.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** /******* Better Business Bureau
                ********************************************
                ******,CO 80210

                ***** *****
Customer Answer
Date: 07/15/2025

Complaint: 23488735

I am rejecting this response because: I made several attempts to provide a ***lacement phone. The phone I purchased I was told could not be used as a ***lacement because it was p***aid and my broken phone was postpaid. I informed your *** in the store where I purchased the phone and over the phone when we called in to cancel the service since I could not transfer my number. Your recent message states the payment you took was for service which I did not use or receive because the phone is inoperable. Logically, why would I pay for services not rendered. And you continually attempt to steal from me for again an inoperable phone. You state I owe you for a financed phone. Then apply the payment you stole towards the payoff of the phone which I was quoted by Boost Mobile as $269. What idiot would keep paying for a phone that they cannot use especially when their carrier forced them to buy a new one to have access to cellular service? I have been a Boost customer for years. I'm thoroughly disappointed. The lack of quality customer service is mind-blowing. I feel as if I have been screwed by Boost and your insurance provider. 3 phones were attempted as ***lacements, and all could not be used per your technician.

Sincerely,

**** *******
Initial Complaint
Date:06/18/2025
Type:Service or Repair Issues
Status:
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 June 10 2023 I took my son off of my family plan with Boost Mobile. I took his old phone which had the number ************** and switched to my number **************. I asked the Boost person to REMOVE the old number (1664) and I would just pay for the service for (1065). Fast forward to April 2025. I end up losing my phone so I ported 1065 to another service ********** A month later, I get an automated text from Boost stating I have been charged $45 thru auto-pay.I promptly called customer service and said they have been overcharging me by $45 for almost 2 years. They said we can stop payment as of May 2025, but they cannot refund the overpayment. I asked them to escalate this because that was not acceptable. They assigned me a case number and have since not corresponded. On June 17th, I received another Auto-pay notification for the amount of $45. I have tried to login to the website with my credentials to stop the auto-payment but it states user not found. Please help me to recoup the overpayment and stop the recurring charges. I would also like this information to be made public so that others may not have to endure this. I am listing the case number below.
Business Response
Date: 07/09/2025
July 8, 2025

Mr. *** ******
*******************************************************************
*********************

Re:          BBB Complaint #********
                ************ - *************

Dear ************************** 18, 2025, we received your complaint, dated June 18, 2025, filed with the Better Business Bureau.

You said that you removed your son from your family plan in June 2023, and asked the representative to cancel the line.However, in April 2025, you received a text message informing you that a payment was charged to your credit card account. You indicated that this happened again in May 2025. You request that ******* be turned off and a refund for all the previous charges.

A review of your account shows that ******* has been deactivated. However, we have no record of you calling to dispute any of the charges. It is a customers responsibility to manage their personal finances.

Boost Mobiles refund policy is that once a payment posts to an account, it is non-refundable. However, as a courtesy, I refunded the last three payments for a total of $165.00.

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

                ****** ********

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