Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,000 total complaints in the last 3 years.
1,499 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:12/02/2023
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 name is ***** and I became a member of **** but whoas my first time and I didn't realize that someone had made an account with bulls. Using my information and so I paid for a phone and lost the d******** that the gentleman in the store with the consumer. Give me a proper *****************. Ask for my phone to be in front of my home, I'm getting descend it to the other female's house. Because I don't receive that so please give me a contact as soon as coming in ***** I would like to be funded and I wanted to do both I've ever gotten. I'm modified that they would allow someone with my information to make an account. And are we going to be charged? ********. do you email me as soon as possible to clear it up? Have a great day.
Business Response
Date: 12/20/2023
December 13, 2023

*************************
*******************************
********, ** 10025

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

Dear **************:

On December 4, 2023, we received your complaint, dated December 2, 2023, filed with the Better Business Bureau.

You stated that your desired settlement is a refund;however, your statement is not clear and you did not provide any documentation,such as a receipt or order number to support your request. In addition, I was not able to locate an account using your name, address, telephone number or email address.

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.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:12/02/2023
Type:Service or Repair Issues
Status:
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 contacted Republic Wireless in early September 2023 and requested that it unlock both cell phones on my account (my phone and my husband's phone). I provided the **** to each phone. I was given a service ticket # for each request. We had been customers with Republic for many years, our account was up to date, and both phones (bought in February 2022) were paid in full. The phones were ultimately NOT unlocked by Republic. Republic then transferred our account to Boost Infinite so I can no longer reach Republic. We cannot change carriers from Boost as our phones are not unlocked.
Business Response
Date: 12/06/2023
December 5, 2023

***************************
*************************************
**********, ** 01072

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

Dear ****************:

On December 4, 2023, we received your complaint, dated December 2, 2023, filed with the Better Business Bureau.

You stated that in early September 2023, you contacted us and requested both devices on your account be unlocked. You mentioned you received ticket numbers, but the phones remain locked. You said you are unable to contact Republic Wireless anymore, as they transferred your account to Boost Infinite. You requested both devices are unlocked.

To confirm, Republic Wireless is migrating to Boost Infinite; therefore, all customers are being transferred to the new platform.

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the *** card is inserted. For the **** ending in ****, please use ******** when your device instructs you to do so. For **** ending in ****, please use ********when your device instructs you to do so.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.

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

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

Customer Answer
Date: 12/09/2023

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.
My phones now appear to be unlocked.

Sincerely,

***********************
Initial Complaint
Date:12/01/2023
Type:Product Issues
Status:
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 Friday December 1, 2023 I go into the Boost Mobile Store at ***************************************************** to upgrade my iPhone 7 to a 10 or 11 since my mother bought it for $150 at another Boost Mobile. The sales rep tells me I can purchase the IPhone 12 at $126 total, and I can make incremental payments for it per month. He sends me a lease receipt showing that I have to pay $126 amount every month for ************************************************** He then proceeds to lie in my face and tell me that I dont have to worry and I dont have to make those payments just the one time. I said send it to me in writing. He couldnt do it and continued to lie to me. He even rejected my claim to get my refund and said that I have to call some other number and it can take a month to get it back, but Im stubborn and eventually got my refund. He wasted his and my time, it was a stressful experience, and I dont want someone else to get scammed like I almost did.
Business Response
Date: 12/20/2023
December 12, 2023

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

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

Dear ******************:

On December 4, 2023, we received your complaint, dated December 1, 2023, filed with the Better Business Bureau.

You said that you wanted to upgrade your phone and you visited a Boost Mobile retail store. An employee there told you that you could purchase an iPhone 12 for a total of $126.00 and make incremental payments. After completing the transaction,you were handed a receipt, which stated you would have to make monthly payments of $126.00 for 12 consecutive months. When you questioned the employee about this, you were told it was just a one-time payment. You were able to obtain a refund and cancel the transaction, but you wanted to let us know so this does not happen to anyone else.

Although Boost Mobile retail stores are independently owned and operated, they are required to meet specified Service Level Agreements (SLAs) to ensure that Boost Mobile, L.L.C. customer service policies and guidelines are followed.

We thank you for making us aware of this incident. We have forwarded it to our *********************** Team to ensure the previously-referenced SLAs are being met at this particular retail location.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

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

Customer Answer
Date: 12/20/2023

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:12/01/2023
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 11/24 I went online to purchase a new phone on the boost mobile website. I saw a brand new I-phone 12 for $172.49. Before I purchased the phone I noticed the address that was on file was my old address, so I changed my address to the new address and proceeded to order the phone. A few days after I ordered the phone I got an E-mail stating the phone would be delivered to my old address. I immediately called boost to let them know I don't stay there anymore. They said they couldn't do anything about it and told me to go to the old address to get the phone. I asked what address they had on file and they told me my new address. When I asked why was it not sent to my new place if that was the address on file they had no answer for me. They then told me I can change the delivery to a store pick up and gave me the tracking number of the package. I proceeded to call *** and gave them the tracking number to see if we could change the order to a store pick up. They told me that boost is the only ones that could change the delivery. I then called boost again to get the delivery changed which they told me they couldn't change the delivery and to call *** to change it. I stated I already spoke with *** and they notified me that only boost can change the delivery. At this point I'm getting frustrated because I keep getting sent back and fourth and nothing is being resolved. I filed a claim with *** when the phone was delivered stating I didn't receive the phone. Today I found out boost mobile cancelled my claim with ***. This has been the worst experience I've ever had dealing with boost mobile and ***. I feel like I was taking advantage of and now I'm out of $172.49.
Business Response
Date: 12/20/2023

December 6, 2023

*****************************
*******************************************. K-10
***********, ** 15146

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

Dear ****************:

On December 4, 2023, we received your complaint, dated December 1, 2023,filed with the Better Business Bureau.

You stated that you placed an order online for a new device, but you noticed that it was being delivered to the wrong address. You indicated that when you contacted our ************************* you were told to contact *** to update the delivery address; however, *** told you that you had to contact Boost Mobile to change the delivery address. You requested that the device be replaced.

Only the recipient of a package may change the delivery address through ***. This can be done while the package is in transit by tracking the package and selecting Change My Delivery. Boost Mobile is not able to process this type of request through ***.

It appears that *** has opened an investigation into this issue. Please continue to work with *** for a resolution.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Initial Complaint
Date:12/01/2023
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 11/19 evening, boost processed an unauthorized automatic payment for my prepaid phone service to the amount of $46.88. This is for the next three months of service that has not even started yet. However, I don't have access to the phone anymore and do not want to continue my service. I immediately contacted boost the next day morning during business to reverse the charge. Chatted with boosted online to reverse the charge, was told to directly contact bank for a refund (see screenshot). Called the support number, was rerouted multiple times, hung up, and was finally told a ticket will be submitted to resolve the issue (ticket number *******). The next day ticket was closed with no refund or change to account. Contacts to customer services were useless.
Business Response
Date: 12/20/2023
December 7, 2023

*************
******************************************* 363
*********, ** 92130

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

Dear *************:

On December 4, 2023, we received your complaint, dated December 1, 2023,filed with the Better Business Bureau.

You said that an authorized payment was taken early on November 19, 2023. You mentioned that you no longer have access to the device,and you would like your account canceled.

The account was activated on August 19, 2023, under a three-month payment plan. The second payment was taken on time, three months after the activation of the account.

Per your request, your account has been canceled.

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 a refund of $46.88. Please allow seven to ten business days for processing.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Initial Complaint
Date:12/01/2023
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 issue is with boost mobile I want to transfer my number and there refuse to give me the information to do so
Business Response
Date: 12/20/2023
December 12, 2023

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

Re:          BBB Complaint #********
                529303803234-2023-12-44886

Dear ****************:

On December 4, 2023, we received your complaint, dated December 1, 2023, filed with the Better Business Bureau.

You said that we refuse to provide the information you need to port your number to another carrier.

Our records show that as of December 1, 2023, the phone number is in the process of transferring to another carrier. However, in the event the initial request fails, I included your port-out information here: account #************, port-out PIN: ******.

Sincerely,

***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:12/01/2023
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 october 31st i was approved for the affordability connection program through getinternet.gov(B29153-15654) and boost mobile service, application id: *******. *************). I was told by 3 separate employees to wait a month before my phone was turned back on. I waited the 30 days and it never came on. I signed into my boost account and it says it was canceled on november 7th for "vip shipping activation failed". I first contacted the acp program and they said its not on our end its on boost mobiles end. So i contacted boost and no one can help me or know what to do. I looked on ******* and people are having the same problem. This is a government program!
Business Response
Date: 12/15/2023
December 7, 2023

**************************
454 **********************
******, ** 01001

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

Dear Mr. ****************** December 4, 2023, we received your complaint, dated December 1, 2023, filed with the Better Business Bureau.

You stated that you attempted to enroll in the Affordable Connectivity Program (***),but were unable to complete the process.

Our records confirm that you applied for the *** under EID #*******, which was created and enrolled on October 31, 2023, but then canceled on November 7, 2023, due to service activation failure. To re-enroll, you will need to visit a participating Boost Mobile store. Please visit www.boostmobile.com to locate a store near you. We recommend that you call the store beforehand to confirm they are participating in the ***.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:11/30/2023
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.
When I first signed up for boost mobile I paid $82.68 for the sales tax on the iPhone 15 pro I purchased plus the first months bills of $60. Of course when the payment time came for the first bill I only owed **** for the taxes is fees which I understand was part of the agreement so I gladly paid that amount then when I saw the amount for my second bill I was charged again for the sales tax of the iPhone $82.68 which I had already paid upfront when placing the initial order so I was confused when I was asked to pay the sales tax again. I contacted customer support explained the problem as I figured it was just a slight billing error and told them I had paid them upfront and I had receipts and card statements to prove it all I asked customer service was the correct the billing error as I assumed it was a honest mistake customer service ended the chat and they DID NOT fix the billing error and I still am being charged for a second time for the phone taxes of $82.68 cents I dont know why my initial contact with customer service did not get the billing issue corrected as it was a simple issue to correct therefore I am filing this complaint to the bbb in hopes that they will simply correct the billing error
Business Response
Date: 12/04/2023
December 4, 2023

****************************
**********************
*******, ** 79423

Re:          BBB Complaint #********
                ************ -2023-12-44726

Dear Mr. ****************** December 1, 2023, we received your complaint, dated December 1, 2023, filed with the Better Business Bureau.

You said you were charged for taxes twice for leasing a phone with us. You requested this error be corrected.

Please review the billing statements enclosed.

On the first statement, you will see a charge for taxes for the phone and one month of service, as in your provided screenshot. This is not a double chargeit is a receipt for what you paid. To confirm this, please look at the credit balance under the Balance Forward section. It reflects the amount you paid in advance for these charges. On the second statement, there are only charges for service for the next billing period.

Sincerely,

*****************************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.

Enclosure(s)

***************************************************************** / ******* Better Business Bureau
                *********************************************;
                ******,** 80210

                *********************
Initial Complaint
Date:11/30/2023
Type:Order 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.
November 19, 2023 Ive placed a down payment of $228 for two devices.Delivery date was scheduled for November 22, 2023 Due to the holidays I missed the delivery.I contacted boost infinite about the issue and they refuse to send me services that I paid for due to *** misplacing my package.I have not received my services I paid for nor has boost infinite, processed a refund due to the lost or stolen property, and deliberately indifferent to customers care.
Business Response
Date: 12/05/2023
December 5, 2023

Mr. *******************
10247 ********************.
*******, ** 60617

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

Dear ****************:

On November 30, 2023, we received your complaint, dated November 30,2023, filed with the Better Business Bureau.

You stated that you placed an order, but missed the delivery of your devices due to the holiday. You indicated that *** misplaced the delivery and you have not received any service. You requested a refund.

A review of the tracking number for the shipment 1Z0R954E3501297363 confirms that the delivery was attempted, but then sent to a facility for pick up. The tracking information shows that you have opened a claim with *** regarding the delivery. Please continue to work with *** regarding this matter.Once you have the devices, you can either return them or activate service. If you choose to return them, please contact our customer care department at *************** for a return authorization. Any refund due will be processed after the devices are received.

Sincerely,

*************************
Corporate Case Manager
Executive Escalations Team
DISH Wireless, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:11/30/2023
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.
I went to the boost mobile store and bought a iPhone 11. It worked everything was fine. Then 3 months later. No longer worked. Couldnt make a call or anything. Did a little research and found out phone was reported stolen. Blacklisted. So I had to go to another company and purchase a different phone. With service. I went to the store and was told that they couldnt do anything that I would have to call boost customer service. I called and they directed me back to the store. I keep getting pushed back and forth. And now out of money. All Im asking for is a phone that works and not illegally sold to me.
Business Response
Date: 12/15/2023
December 7, 2023

*****************************
519 ***************.
************, ** 46375

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

Dear ******************:

On November 30, 2023, we received your complaint, dated November 30, 2023, filed with the Better Business Bureau.

You said you purchased a device from a ******************** retail store.After three months, your device was reported as lost/stolen. You requested for it to be removed from this list.

Your device was locked by AT&T in February 2023. You will need to reach out to them to have the device removed from the lost/stolen list.

We apologize for the inconvenience.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Customer Answer
Date: 12/16/2023

Complaint: 20936936

I am rejecting this response because:
if I purchase a phone from boost and then 3 months it was reported stolen from att. I have not nor ever been affiliated with att so why would they lock a phone that was purchased from boost mobile. No boost mobile sold me a stolen phone and wont make right on the situation

Sincerely,

*************************
Business Response
Date: 01/12/2024
January 11, ****

*****************************
519 ***************.
************, ** 46375

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

Dear ******************:

On January 10, ****, we received your rebuttal, dated January 10, ****, filed with the Better Business Bureau.

You maintain that you have never had AT&T service, and inquired why the phone you purchased was blacklisted.

Because AT&T placed the phone in question on the black list, we were not given a reason why. As previously stated, you must contact AT&T directly to inquire about the reason why this phone was blacklisted and to request for it to be removed from the list.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Customer Answer
Date: 01/22/2024

Complaint: 20936936

I am rejecting this response because:
I did not purchase anything from att. Boost mobile sold me a phone then all they can say is att black listed it. So does that mean boost mobile sold me a stolen phone. I would like a full refund or will be forced to take matters legally
Sincerely,

*************************
Business Response
Date: 02/09/2024
February 8, ****

*****************************
519 ***************.
************, ** 46375

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

Dear ******************:

On February 6, ****, we received your second rebuttal, dated February 6, ****, filed with the Better Business Bureau.

You maintain you did not purchase anything from AT&T:Boost Mobile sold you a phone, and AT&T blacklisted it. You continue to request a refund.

My attempts to contact you on February 7 and 8, ****, at ************** were unsuccessful, and I left a message each time. I also sent an email to ************************** with a request that you contact me, but I have not received a response.

I am willing to escalate your issue to see if a refund is warranted, but I need more information such as proof of purchase. Please contact me at ************** or ********************* at your earliest convenience.

Sincerely,

***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

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

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