Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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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
- 5,032 total complaints in the last 3 years.
- 1,492 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:12/24/2023
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.
Went today on Christmas Eve 12/24 2023 pay $14 on my Boost Mobile payment like we always do the guy didn't give us a receipt or we didn't get a text message saying it's been paid for all the chaos has been going on at Christmas Eve didn't pay attention to Just 2 hours ago asked my husband if he got a text message he didn't get one he didn't get the receipts since he's the one always pays the bill I called Boost Mobile they said there is no documentation of that we paid anything they said we have to wait till Tuesday to go down and file a complaint against the store that leaves us with no phone on Christmas Day that's why we always pay the day early if they can look at my record on my payments and now they're going to say it basically we're going to have a phone on Christmas Day because the guy didn't do his job at the store and post our payment which I think he pocketed all I do is what my payment paid or refund I have a witness my husband is me and my husband there and we can give you a description of the guy we can give you the address what not actually I'll give you the address now address there is ********************************************************************* phone number there is ************ like I said I like to have a refund because I want to switch companies the companies no good we've had so many problems with them and our services but never thought they would take our money thank youBusiness Response
Date: 01/09/2024
January 8, 2024
Ms. *******************
*********************************************************************
Re: BBB Complaint #********
************ - *************
Dear ************:
On December 26, 2023, we received your complaint, dated December 24, 2023, filed with the Better Business Bureau.
You said that you made a payment at a retail store on December 24, 2023,but it did not post to your account. Because it was so busy due to the holiday,you did not receive a receipt or confirmation text message. You requested a refund for the missing payment.
Although Boost Mobile retail stores are authorized to sell Boost Mobile products and services, they are independently owned and operated. Therefore, we did not receive the payment in question, you will need to work with the store management and ownership team to resolve this matter.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:12/24/2023
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 paid for my phone bill and they wont reset my data and give me what Ive paid for or fix the issue. Ive called and gone to the store and no fix. So now I have a phone with no internet even though Ive already paid for itBusiness Response
Date: 01/09/2024
January 2, 2024
*************************
************************************************************
Re: BBB Complaint #********
*************
Dear **************:
On December 26, 2023, we received your complaint, dated December 24,2023, filed with the Better Business Bureau.
You stated that you made a payment for your service, but your data allotment did not reset. You requested assistance.
We are aware of a problem with the data allotment reset on some accounts. Our back office teams are working on a solution and should have one soon. As a courtesy, we applied a one-time credit of $40.00 to your account.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:12/24/2023
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.
Ordered an iPhone 12 on 11/24/2023. Boost Mobile Account #************; Order #********************** was lost in shipping via **** *** Tracking #1Z52A2590314543645. Attempted to file a claim with *** for the value of the phone, but it was denied. *** stated that additional description information was required from the shipper to process the claim, but after numerous attempt to resolve the issue, Boost Mobile customer service has been unable or unwilling to engage successfully with *** regarding my missing package and associate claim. The last time I called BoostMobile customer service, I was told that I was being transferred to a supervisor, but after being on hold for several minutes, the call disconnected.I would like for Boost Mobile to ship a replacement iPhone *********************************************Business Response
Date: 01/12/2024
January 11, 2024
Mr. ***********************
3021 ***********.
***********, ** 20639
Re: BBB Complaint #********
*************
Dear **************:
On December 26, 2023, we received your complaint, dated December 24, 2023,filed with the Better Business Bureau.
You stated that you ordered a device through our website on November 24, 2023. *** tracking information showed that the device was lost in transit. You opened a claim with ***, but it was denied due to a lack of required information. You requested that a new device be shipped to you at no cost.
Unfortunately, we are unable to ship you a free replacement device. We have followed up with *** and the claim has been approved. *** will reimburse Boost Mobile directly.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however, I made an exception and authorized the refund of $158.99. Please allow seven to ten business days for processing.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/15/2024
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.With that said, I still cannot fathom why it was so difficult for Boost Mobile to handle this issue. I'm certain there are many phones lost in transit, and it should not be this difficult for the customer to obtain a refund for an item that was not received.
Sincerely,
***********************Initial Complaint
Date:12/22/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Monday Dec 18-2023 I purchased An IPhone 12 from Boost Mobile Order # ***************** since purchasing this phone on day one is been nothing but problems which **************** Did Not provided me the proper **************** Experiance that is required all they have done was give me the runaround between Boost Mobile and *** regarding a package that I paid with my credit card on top of that instead of sending it to me at ********************************************************************** they send my package to ********************************************************. I was avail to intercept the package at ************ ** *** Location and explain to the *** Representative with *** Representative **** from Boost Moblie On Thursday Dec 21-2023 on a 3 way call explaining to *** how Boost Mobile made this huge error in order and to add insult to injury all Boost Mobile Representatives give me different answers to questions all to avoid to fixed the problem they created and now they want me to fix a problem they created by cleaning their hands of this issue my last day of speaking with Boost Mobile is Today Friday Dec 22-2023 at 10:29am with me advising them for a full refund or send me my phone to my address at ********************************************************************* those were the 2 options I gave Boost Mobile and I have not yet resolve this problem that Boost Mobile created.Business Response
Date: 01/08/2024
December 30, 2023
***************************
************************************** 14-H
Bronx, ** 10472
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 26, 2023, we received your complaint, dated December 22, 2023, filed with the Better Business Bureau.
You said you purchased an iPhone 12, but it shipped to the incorrect address. You also expressed frustration with the customer service you received, as you did not receive a proper experience. You requested for the device to be sent to your ******** address or to receive a refund.
Our records show we have received the returned device and a refund of $213.99 was issued. Please allow 3-5 business days for processing and delivery.
I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 01/08/2024
To Whom It may ******* at Better Business Bereau I wanted to start by saying Happy Belated New Years yes I have received my refund but is not going to go on notice that after purchasing my I-Phone -12 they send it to the wrong address and after all they put me through the headache stress and aggravation they still didnt honor me with a solution to a problem they created their CSR, Manager ******, Supervisor ******* no one at Boost Mobile did not provide me any customer service in general in compensating me to make a wrong a right and do the right thing but all I have to say is thank you very very for your services but with me they need to be put on notice regarding their customer services which receives a F grade from me yours truly ****************************.Initial Complaint
Date:12/21/2023
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 account: ************************************** They refused to unlock this phone even I need to travel back to ***** for a month, since the ** phone number is not acceptable for daily use. And I have been using this phone and paying bills for 8 months, and their refusal is like they can only unlock it until 1 year.Business Response
Date: 01/05/2024
December 27, 2023
*****************
*******************************br>**********, ** 19806
Re: BBB Complaint #********
************ - *************
Dear ********:
On December 26, 2023, we received your complaint, dated December 21, 2023, filed with the Better Business Bureau.
You stated that you requested your phone(s) be unlocked due to an upcoming trip you have planned. You requested Boost Mobile contact you about unlocking your device(s).
When we spoke on the phone today, you gave me the correct information needed, and the two devices were unlocked successfully. You are satisfied with this resolution.
We apologize for any inconvenience this may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Initial Complaint
Date:12/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 17,2023 I made a payment in the amount of $103.25 to reconnect my services. The payment in the amount of $103.25 was for the 12 months of service plan at $8.33 month, which I requested to be switch from the original plan of $15 monthly back in July to the 12 month plan at $8.33. On 12/17/2023, I received an email notification that my services was disconnected and a payment in the amount of $103.62 is needed to restore my services. On 12/17/2023, I called the customer service department at ************* to inform them of the error and was advised that a ticket #******* was created to assist with the issue and was informed that someone from their back office would call me. I provided an alternative phone number ************ to contact me and no one contacted me to date. On December 21 2023, I contacted customer service again to inform them of the issue not being addressed and was advised once again another ticket would be created to assist me #******* with reconnecting my services as the previous ticket was closed. Why would the ticket be closed if the issue was not resolved?At this moment I requested to speak to a manager and was informed that I will be placed on hold while I wait for a manager , at which point the phone was disconnected by the agent. This was the second time for the night that the phone got disconnected while on hold.This is unacceptable that it is taking this long to have my services reconnected as the error was on the company end. I would like an immediate resolution to this issue and an explanation on how this error occurred.I would also like some form of compensation for the inconvenience and unnecessary aggravation caused by this situation. Why would you require me to pay a monthly bill of $103.62 when the company has no monthly current plans at $103.62, this seems unfair and deceptive to me.Business Response
Date: 01/05/2024
December 27, 2023
*******************************
********************************* 312
*********, ** 07202
Re: BBB Complaint #********
*************
Dear ********************:
On December 26, 2023, we received your complaint, dated December 21,2023, filed with the Better Business Bureau.
You stated that you switched to an annual plan and made a payment for it. You noticed that you were billed the full price for the annual plan again in November and December 2023. You disputed these payments with your financial institution. You also mentioned that you had been hung up on several times when calling our customer care department. You requested assistance.
When we spoke by phone on December 26, 2023, I informed you that there is a known issue regarding monthly billing on an annual plan and we are working on a resolution. I restored your service and your next due date is now December 25, 2024.
We appreciate that you brought your customer service concerns to our attention and we will review them internally.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:12/20/2023
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.
Purchased an iPhone 15 pro *** from boost infinite. The phone service was worse on that phone so I filed a return and returned the iPhone inside the window they told me. The iPhone was in perfect condition and now its been 2 months, 14 calls, and several hours on the phone and they still wont refund my money.Business Response
Date: 12/21/2023
December 21, 2023
Mr. *****************
********************************************
******, ** 29456
Re: BBB Complaint #********
************ -2023-12-46259
Dear ************:
On December 20, 2023, we received your complaint, dated December 20, 2023, filed with the Better Business Bureau.
You stated that you purchased an iPhone 15 Pro *** and returned it within the window; however, you have yet to receive your refund despite calling in several times. You requested the refund.
Our records indicate that a refund of $168.00 was applied to your card ending in **** on December 20, 2023.
We regret that your experience was unfavorable.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Initial Complaint
Date:12/20/2023
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 am a new customer with the company. I was ****** charged with my phone and services. I was told by customer care . I wasn't supposed to pay no more than one hundred and ten dollars. We will told to return to the store and receive an refund. This Boost in locted on the ************************************************************************** I had to get the police to get him to give me a receipt of my purchase. He refused twice. I would like a refunf for my eighty dollars or credit to my account. I was sold a screen protector that doesn't fit my new phone that were all purchased the same day. Again refused to fix the problem or refund. There n are two police report because of his blatant disrespect towards women. .Business Response
Date: 01/05/2024
December 21, 2023
***********************
******************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 20, 2023, we received your complaint, dated December 20, 2023, filed with the Better Business Bureau.
You stated that you purchased a phone from a retail store and you were overcharged. You said that you should have only been charged $110.00. You also indicated that you were sold a screen protector that does not fit your phone. You requested a billing adjustment or refund of $80.00.
Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, prices, and set their own return and exchange policies. Please contact the store for further assistance with the return of the screen protector, as well as to inquire about the price of the device you purchased.
We respectfully decline your request for a refund or billing adjustment for $80.00; however, in the interest of customer service, a $25.00 credit has been applied to your account.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:12/20/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/14/2023 I visited the Boost Mobile store to add an additional line. I asked the representative how much my bill would increase by adding the fourth line. The representative advised my bill would go down from $140.00 to $100.00 by adding the additional line. So of course I thought it was a great deal and added the line. I Bought a new phone and got a new number at the store located at **********************************************************************. Today, I looked on the Boost mobile app to see my next bill due January 3, **** is $180.00. I called the 611 Boost Mobile number and was advised I had to go back to the store to have the issue corrected. I requested to file a complaint and they informed me they could only send it to their "back office". Before heading to the store I called to see why my plan was not what I was advised. I spoke with store manager ****** who was quite rude in helping me with the issue. After telling me I selected the wrong plan in the store and taking no responsibility for his sales representative's error he advised he could not make any plan changes at the store. Basically shrugged it off because the sale was already made on their end. Frustrated with the outcome and back and forth, I called Boost Mobile again and requested to speak to their corporate office they provided me with *********** which is in fact not a corporate number. I reached another representative who advised he could not make the plan changes either. So now I am stuck with a plan I did not want and none of the Boost Mobile representatives can seem to fix. In speaking with them this morning they were all very much nonchalant with an "it is what it is" attitude. Yet in an economy where EVERY dollar counts I do not want to be in a situation where I have to choose between groceries and a high phone bill. There are thousands of complaints on the BBB site regarding Boost Mobile yet it seems like nothing is being done. Why are they able to lie to consumers and then not provide any type of resolution? This is not an ethical practice nor do I feel protected as a consumer. The greed associated with this type of business practice ultimately falls back on the consumer negatively. Should businesses' not have to provide resolutions or have a corporate office who is made aware of their consumer complaints ? I am disappointed in how greed has become so much more important than the consumer spending hard earned money. Hopefully this complaint reaches the appropriate person to resolve the ongoing issue with Boost Mobile.Business Response
Date: 01/05/2024
December 21, 2023
*************************************
***************************************
*********, ** 21229
Re: BBB Complaint #********
************ - *************
Dear ******************:
On December 20, 2023, we received your complaint, dated December 20, 2023, filed with the Better Business Bureau.
You stated that on December 14, 2023, you went to a retail store to add an additional line. You said you were informed that your monthly rate would be reduced from $140.00 to $100.00. After adding the line, you noticed your next bill was going to be $180.00. You expressed your dissatisfaction with customer care and the retail store employees you spoke with, and you requested a billing adjustment.
New Boost Mobile customers on the $50.00 or $60.00 Unlimited plans can add up to four additional lines with a $20.00 discount per additional line. For more information on Boost Mobiles multi-line plans, please visit *********************************************************************.
A review of your account reflects you are being billed correctly and there is no evidence you were misinformed, we decline your request for any billing adjustment.
We regret that your experience was unfavorable.
Sincerely,
*********************************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:12/19/2023
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.
Ever since June of this year 2023 I've been paying $7 plus taxes into insurance for boost Mobile for my device to be insured.I just recently damaged my mobile device to the point where it is not usable so I called the insurance to make a claim and they told me I had a $100 deductible, but yet the total price of the phone off of the shelf brand new was $100 so now that the phone is damaged and unusable. Boost Mobile in their third party insurance company has relayed to me that I have to pay $100 in order to get a new device through my insurance which doesn't make sense. Why am I paying into insurance every month if I have to pay the full amount of the device at the moment it becomes defective or unusable? That defeats the purpose of having insurance. Otherwise why not just go by the phone all over again from out of the retailer store.No supervisor from boost Mobile nor the third party insurance company can make relevant sense of any of this you can tell that they are all reading from a prompt or a piece of paper there's no real advice or no real helpful informationBusiness Response
Date: 01/12/2024
January 11, 2024
Mr. ***************************
******************
*********, ** 46774
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 20, 2023, we received your complaint, dated December 19, 2023, filed with the Better Business Bureau.
You stated a device you purchased from Boost Mobile has been damaged, and insurance advised you there would be a $100.00 deductible to replace it. You requested it be replaced at no cost.
Your deductible is determined at the time of purchase and is based on the market price of the make and model of your device. Once enrolled, your deductible does not change even if the store price does. All costs, charges and fees are subject to applicable tax.
Sincerely,
***********************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
**********************************, #***
******, ** 80210
*****************************Customer Answer
Date: 01/16/2024
Complaint: 21030557
I am rejecting this response because: the company is still not making it make sense of how a product can cost $100 but if damaged with insurance still would cost $100. Why am I paying insurance if I'm going to have to pay the full amount that I originally paid for the phone
Sincerely,
***************************
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