Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,000 total complaints in the last 3 years.
- 1,500 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:11/29/2023
Type:Billing 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.
There was a charge on my credit card that was placed on my account on ****************** online. I did not authorize this payment and order. I called the customer service and was on the phone for over ************************************************************************************************************************** a refund for the order.Business Response
Date: 12/15/2023
December 1, 2023
************************************
926 *********************.
***********, ** 97477
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 30, 2023, we received your complaint, dated November 29, 2023, filed with the Better Business Bureau.
You stated there was an unauthorized charge and order on your Boost Mobile account, and customer care did not address or acknowledge the issue. You requested a refund.
The only order we have any record of is from July 2023. There is no evidence of you calling in to address any fraudulent charges or orders;therefore, a refund is not warranted.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 12/19/2023
Complaint: 20933886
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:11/29/2023
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 my cell phone bill on the 27 of November instead of data reset it stopped working I called boost and was told that used up all the data in less then a day even thought I'm on wifi I have been with boost for 20 years never having this issue. They took my money and now are refusing to *************** as paid for. I was told it's no way there system could be and error when technology is always making errors this is why they hire techs.Business Response
Date: 12/15/2023
December 5, 2023
*************************
******************************************************
Re: BBB Complaint #********
************ - *************
Dear **********:
On December 1, 2023, we received your complaint, dated November 29, 2023, filed with the Better Business Bureau.
You said you were told that all 10 GB of data were used on your prior billing cycle. You disputed this information.
Our records show that on November 28, 2023, a new month of unlimited talk, text and 10 GB was purchased. I reviewed and confirmed the data has been used within this service cycle.
Sincerely,
*****************************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:11/29/2023
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.
I was a Republic Wireless Customer and they switched everyone to ************* ************ has been unable to activate my service but they are billing me for service they do not provide. I even bought a new phone from them after being assured that they would be able to transfer my Republic number and activate the new phone. I want to return the non working phone and they deny that request. I want ************ to stop billing me for service they do not provide.Customer Answer
Date: 11/30/2023
This complaint is primarily against ********************** While Republic started the problem by pushing their clients to Boost Infinite.. Boost has been unable to provide the cell phone service for which they continue to bill customers. I have had to block them from continuously charging my credit card without providing service!Business Response
Date: 12/04/2023
December 1, 2023
*************************************
600 Valencia Cir. SW
**********, ** 32968
Re: BBB Complaint #********
************ - *************
Dear ********************:
On November 29, 2023, we received your complaint, dated November 29, 2023, filed with the Better Business Bureau.
You said you were migrated from Republic Wireless to Boost Infinite. Since the transition, you have been unable to use the service. You requested the billing stop.
When we spoke, I advised you that I am happy to assist you with either completing the activation or preventing further billing. You are currently working with me to activate your account and I will backdate the service to when the transition took place.
Sincerely,
*****************************
Senior Corporate Case Manager
Executive Escalation Team
Republic Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/12/2023
Boost Infinite has resolved this problem.Initial Complaint
Date:11/29/2023
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.
November 16th 2023 my auto pay didn't go through so I got on the app and paid it. Phone worked for about 3 hours... stopped working I called boost first time it was a tower down complaint ticket made. second time it wasn't my phone but they didn't know why it didn't work ticket made third time they said everyone that added money from the 15th to the 17th was having issues with no service ticket made Nov 27th call #4 almost 2 weeks without a phone I paid for they still have no idea why it isn't working and yet another ticket made.. I ask for the transfer number to I can go else where ( this is my work phone for my business and I haven't been able to get any calls... lost money) they tell me they can't give me the transfer # because they can't call my phone to verify who I am.... so I have to find a boost store to get my phone number back.. an hour or more north from me so it's going to cost me yet more money.. November 30 marks 2 weeks without a working phone I've had no email or any kind of communication from boost unless I call to check on any of the 4 complaint tickets I've made.. phone cell phone doesn't work I can't get my transfer pin to switch and when I ask for my money back they tell me they can't ill have to gobto my bank to ask them to get my money back. This is putting a strain on my business and my lifeBusiness Response
Date: 12/15/2023
December 5, 2023
Ms. ***********************************
*****************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On December 1, 2023, we received your complaint, dated November 29, 2023, filed with the Better Business Bureau.
You said that you experienced technical issues and expressed concern with the port-out process. You requested a refund.
Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account ******'s name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
Our records show your phone number has been successfully ported to a new provider.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
We regret any inconvenience you may have experienced.
Sincerely,
*****************
************* Case Manager
Executive Escalation Team
Boost Mobile, L.L.C
cc: ****** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************Initial Complaint
Date:11/28/2023
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 purchased an iPhone 12 through boost mobile along with my fianc and they are refusing to unlock the phones although they are paid in full unless we have 12 continuous months of service. This is a pre-paid service and I am under no contract with this company so now my phone cannot be used through a different carrier. I have had the phone for 7 months now and have always had my account in good standing. I dont see how this is fair to keep a consumer under an obligation to carry services for 12 months.Business Response
Date: 12/15/2023
December 11, 2023
*****************************
*********************************************************
********, ** 49071
Re: BBB Complaint #********
************ - *************
Dear *****************************:
On November 29, 2023, we received your complaint, dated November 28, 2023, filed with the Better Business Bureau.
You requested your device be unlocked.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card inserted.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:11/28/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile charged my bank card for something I didnt agree with & will not refund me my money. And wont let me talk to a superviserBusiness Response
Date: 12/15/2023
December 12, 2023
*******************************
*********************************
****, ** 30165
Re: BBB Complaint #********
************ - *************
Dear **************:
On November 29, 2023, we received your complaint, dated November 28, 2023, filed with the Better Business Bureau.
You stated that you were charged for something you did not authorize,and your attempts to resolve this with customer care were unsuccessful.
I tried to contact you at **************, but there was no answer. Your complaint neither specified what the charge in question consisted of nor was I able to locate any additional charges in your Boost Mobile billing history.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:11/27/2023
Type:Billing 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 I switched services from boost and they still autopay my account .They apparently cannot cancel payments and I have to call my bank to dispute. Every month, they try to put your card on autopay! If I decline the first time, dont ask again!No information for corporate, no supervisors can do it! I literally just got robbed!!!Business Response
Date: 12/15/2023
December 1, 2023
***************************
**************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 29, 2023, we received your complaint, dated November 27, 2023, filed with the Better Business Bureau.
You stated that you were charged for a month of service after moving to another phone provider. You also said that our agents could not cancel autopay, and told you to call your bank to dispute the payment.Additionally, you indicated that you were not given contact information for our corporate office.
We spoke on November 30, 2023. I informed you that we took your payment of $60.72 on the morning of November 18, 2023 and you transferred your phone number to another provider the same day. I advised that if you had transferred your number to another provider before the due date, then the account would have been disconnected and autopay canceled. I made an exception and issued a refund check for this payment.
When we spoke again today, I informed you that the refund is being processed. It will be sent to the mailing address on your account, which you confirmed as correct.
Sincerely,
*********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/27/2023
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 pay for a phone plan that is supposed to give me 30gb of 5g data. I specifically bought a new phone that is capable of receiving 5g as well as being compatible with this phone company. For the past 2 months, I see 5g pop up on my signal bar for a second or two, but it's always 4g lte after that. I contacted customer service and was told that my phone that I've been using for a few months (only started experiencing issues past couple of months) actually isn't compatible with their service. I asked for Access Point Name information, and customer service rep was confused what I meant. I ended the convo there and searched for it myself and got my phone working again. I feel I am owed for the little service I've received over the last two months. I also had another line that I just used for hotspot data, which is extra. That device also stopped receiving 5g data and then the hotspot capabilities stopped working all together. Contacted customer service and was told it's a known issue and is being worked. Days went by with nothing so I ended up cancelling that line, yet still got charged multiple times for it. This company is a scam. Their charges make zero sense and I did not get what I paid for.Business Response
Date: 11/30/2023
November 29, 2023
*********************************
************************************ 17
******, ** 61350
Re: BBB Complaint #********
************ - *************
Dear ******************:
On November 28, 2023, we received your complaint, dated November 27, 2023, filed with the Better Business Bureau.
You stated that your cell phone service switched between 5G and 4G LTE intermittently; therefore, you believe you are owed for service that was not provided.
As stated in the Boost Infinite Terms and Conditions (which can be viewed on our website www.boostinfinite.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Infinite employs network prioritization on the Boost Infinite network. When customers on unlimited data plans use more than 30 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
A review of your account shows that on-network data was used and on-network hotspot was capped due to the amount of data used in the billing cycle. Therefore, no refund will be issued as services were rendered.
Sincerely,
*****************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 11/30/2023
Complaint: 20922628
I am rejecting this response because: I did not say my signal went in and out from 4g to 5g, I said I was getting 5g perfectly fine at home, at work, wherever I went. Then one day, on two separate lines, I am no longer receiving 5g, only 4g. 5g will flash for a split second, that doesn't mean I am receiving it. I did not move and I did not switch jobs so which excuse from that list you gave does this situation fall into? As for the hotspot, I capped the data the first month, not the second month. I was told by your customer service that hotspot data being down was a known issue. Are you saying I was lied to? It never came back on that second month which is why I just ended up shutting the line down. Also I can't help but notice your list of excuses didn't include devices randomly not being compatible with your service, even after months of use. Was that another lie I was told by customer service?
Sincerely,
*****************************Initial Complaint
Date:11/27/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am on a 3 month payment plan where I pay every 3 months $45.45. The company charged me over a month early and reset my billing schedule to another 3 months. I last paid on 9/26/2023 as the uploaded file shows and now I was charged again on 11/22/2023 less than 2 months later. I called customer service 11/22 and they said they would submit a ticket and refund me and reset my account to being due again on 12/26 in 3 days. I called again on 11/27 after nothing was fixed and they told me they can't do a refund because it will shut off my service so they will escalate it to billing and I should hear back in 3 to 5 days. I need the money refunded to my bank and I need my billing cycle reset to not being due until the 12/26/2023 while still having the service I paid for until that date.Business Response
Date: 12/15/2023
December 6, 2023
***********************************
4815 *********.
*********, ** 89169
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 29, 2023, we received your complaint, dated November 27, 2023, filed with the Better Business Bureau.
You stated that you paid for a three-month plan on September 26, 2023, but you were charged $45.45 on November 22, 2023, for another three-month plan. You indicated that this charge was a month early and it reset your billing timeline. You requested a refund.
When we spoke on December 5, 2023, I advised you that a refund of $45.45 would be issued for the payment received on November 22, 2023,and that the current three-month plan would remain on your account. You thanked me for the resolution provided and you consider your issue resolved.
Sincerely,
*********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 12/16/2023
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:11/27/2023
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.
I bought a phone for my daughter's birthday, after completing set up and activating a month service plan the phone still did not work. I called in to boost and they said they would send a new Sim card and that would fix my issue. it did not. I called back in and was told that they wanted to try another Sim card. this still didn't work and at this point I was promised by the rep that I would be reimbursed for any lost service days. I was told at this point they were escalating to tech support. after 10 days of not hearing back I called back in, this time w a ticket sent to back office. I called back in 2 days later as directed by the rep and was told by supervisor **** that I would need to pay for another month so they could work on it because the service plan ran out. I'm beyond frustrated, disappointed, and feel like I have been sold a phone that does not work so I do not see why I have to pay them more money. I request that either a new, same phone i have, w a pre-installed service plan w a return postage for my non working phone and if this can't be provided I request a full refund for every ***** I ever spent with this horrible company. the phone has not been usable since day 1 and I keep being reassured that it will work yet it does not and they are asking for even more money although I was promised a refund for unused service time. I honestly just want to be able to get a reliable provider at this point since they have let my 8 year old daughter down on her birthday. worst experience I ever recieved from any company in my entire life ticket # ******* **** operator id - ocsBusiness Response
Date: 12/15/2023
December 13, 2023
Mr. *********************
*****************
*********, ** 18255
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 29, 2023, we received your complaint, dated November 27, 2023, filed with the Better Business Bureau.
You said you purchased a phone but after setup and activation, you were unable to get it to work. We have been working on the problem, your account was interrupted for non-payment and we want you to pay for another month to continue working on it.
When we spoke on December 13, 2023, I offered to issue a credit to restore your account while we continue to try and fix this issue. If we are unable to get your service to work properly, you can return the device to me with a copy of your purchase receipt, and I will issue a refund for the device purchase amount and the first month of service paid. You accepted this resolution.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************
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