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
- 5,003 total complaints in the last 3 years.
- 1,489 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:11/06/2023
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.
Was automatically signed up for autopay without my knowledge or consent upon activating and paying for a monthly, no-contract wireless service plan. Received payment confirmation and immediately attempted to contact them via their website and customer service department and was not assisted in any way whatsoever.Business Response
Date: 12/01/2023
November 10, 2023
*********************************
** 96720
Re: BBB Complaint #********
************ - *************
Dear ********************:
On November 7, 2023, we received your complaint, dated November 6, 2023, filed with the Better Business Bureau.
You said you were automatically signed up for autopay without your consent. You attempted to address the issue with customer care,but you were unable to resolve the issue. You requested a refund.
The Boost Mobile Terms and Conditions state, Once activated, you authorize Boost Mobile to charge your card or PayPal account to auto pay your monthly total fee plus any additional taxes and surcharges. You are not currently enrolled in autopay. Payments remitted to Boost Mobile are final and non-refundable;therefore your refund request is denied.
We regret that your experience was unfavorable.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/06/2023
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.
Account # ************. I reached my data cap last billing cycle. I patiently waited until 11/4 until my new billing cycle started. The Boost Mobile App still shows that my data is capped. I am unable to use my data due to the slow speeds. I contacted Boost Support today and spoke with 4 different people. I even went to the local store. Nobody can help me. Why is my data still capped if I am 2 days into a new billing cycle? And, most importantly, why can nobody fix it?! I have no choice but to port out my number to a new provider within 48 hours if this issue is not resolved. I use my phone for business and I cannot operate like this. Why am I paying for a service that I cannot use? Again, why is my data still capped from last month when I am 2 days into a new billing cycle? Can someone please answer that?! I have wasted more than 3 hours today trying to get this resolved. Very frustrating!Business Response
Date: 12/01/2023
November 7, 2023
Mr. *******************
****************************************************************************
Re: BBB Complaint #********
441142172155-2023-11-42853
Dear **************:
On November 7, 2023, we received your complaint, dated November 6, 2023, filed with the Better Business Bureau.
You stated that your data is showing as capped, despite making your monthly payment. You said that even two days after your bill date,you still are unable to use the data. You mentioned that if this is not resolved within two days, you are switching to a new service provider.
Your account reflects that it has been impacted by an open incident where the monthly recharge occurred but the data did not replenish.Please note that your account has been added to this incident and our teams are diligently working on a fix; however, at this time, there is no estimated date on which this will be resolved. Please note that your account has received a credit to cover the full month of service due to this.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:11/06/2023
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 have been trying for 2 weeks to get my phone number back from boost infinite but they refuse to let me transfer it to a different company. First I tried to transfer it to cricket but every time I tried my request was denied by boost. I have spent hours and hours on phone with boost with no luck. They finally told me was cricket fault so I tried us ***** with same out come then I tried red pocket with same outcome. I have even had one phone in each hand with boost on one phone and cricket/us*****/redpcket on other phone trying to get this accomplished. Boost gives new company transfer pin and account number. New company requests transfer, ********************** denies it saying invalid pin even though it is the pin ********************** just gave them. Have gone through this process more times than I can count but boost continues to deny transfer. When I first switched to boost I ask 3 times if I would be on att towers as that is the only tower that serves where my family lives in ************. Twice he told me yes, third time he said"i guarantee you it will work" when I did transfer to boost they messed up something and I was 4 days with no service at all. When I went to ****** ** service was so bad videos were foggy and it took 1 to 3 minutes to load one email. When I went to ******** I had same problem. When I went to my brothers in pa. phone had 5 bars 5g but said you are not connected to a network so I had no service for the full week. Since then I have been trying (2 weeks now) to get this transfer done. I can't even go visit my family because I am disabled and afraid to be without a way to get help when I need it. All I want is to get my phone transferred to cricketInitial Complaint
Date:11/06/2023
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 am a retired 69 year old female. I have been with Boost Mobile for many years and I am not happy with the way they are handling my problem. Up until July my account ran smoothly. I started a new plan that they offered me in July that consist of unlimited call, text and 30 gigabytes. The first month of my new plan I got 30 gigabytes. The next month I got 23, the next month 23, the next month 21 and this month it's 21 gigabytes again. Every month I call and I keep getting the same thing. I've purchased gigabytes, but, I shouldn't have to purchase any if I had my 30 gigabytes that is part of my plan. I've sent a letter and gave them time to respond. Without the gigabytes the applications on my phone will not work. A few of my applications are important for me to have. All I want is for them to fix this. I do not want to switch companies and this is not the only phone I pay for here and I also have a free tablet that I will need to purchase gigabytes for eventually. I just want what my plan calls for and compensation for the gigabytes I had to purchase due to this. Please help me get this fix.Business Response
Date: 12/01/2023
November 10, 2023
*********************************
******************************
************, ** 17701
Re: BBB Complaint #********
*************
Dear **************:
On November 7, 2023, we received your complaint, dated November 6, 2023,filed with the Better Business Bureau.
You stated that you changed to our $25.00 30 GB plan in July 2023. Since then, your available data has dropped each month. This month it is only showing 21 GB available on your account. You requested that this be corrected.
My attempt to contact you by phone at ************** on November 10, 2023,was unsuccessful, but I left you a voicemail with my contact phone number.
We will investigate this issue and make corrections to your account. Please feel free to contact me with any questions you may have at **************.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 12/05/2023
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:11/06/2023
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 2 i phone 11s on 10/30. I have been trying to return them. Going by Boost mobile *************), there is a 7 day grace ******* I have been trying to retun them for 5 days now. This is with in the grace ******* I have the boxes, reciet and phones all in the condition i recieved them. I been told no by the store multiple times with no reason. I was told online by a Boost representative that another store should take them. *************** refused as well with no explination. As for Boost corporate, there answer was a store can ajust and make there own policies. As you can see there is nothing on the reciet referring to a return policy.Business Response
Date: 12/01/2023
November 22, 2023
***********************************
23 **********.
**************, ** 22401
Re: BBB Complaint #********
*************
Dear ******************:
On November 7, 2023, we received your complaint, dated November 6, 2023, filed with the Better Business Bureau.
You said that you purchased two iPhone 11s on October 30, 2023, from a Boost Mobile retail store in **************, ** and you have been attempting to return them for five days, but denied by the store each time without explanation.
When we spoke on November 22, 2023, you said the first day you attempted to return the phones was November 2, 2023, and each subsequent attempt to return them was denied. I explained to you that Boost Mobile retail stores are independently owned and operated and Boost Mobile, L.L.C. did not receive the funds;therefore, we cannot issue a refund. I did agree to refer this issue to Retail Wireless and *********************** for review, but made no guarantees, which you understood. As a courtesy, I did unlock each phone to be used on another,compatible system if a refund is not granted.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/05/2023
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 purchased a Galaxie cell phone on 10/152023. Boost Mobile representative admitted they shipped to the incorrect address. I verified the correct shipping address. I did not receive the item(phone). I waited approximately 10 days to contact them again. The Boost Mobile representative admitted that they shipped wrong address for the second time and informed me they would ship it, within 2-3 days, to the correct address which I verified with the rep. I did not receive the item. I contacted them about 7 days later to find out the status. The representative would not give me the shipping information. I verified my correct shipping address and the address the item was shipped to incorrectly. The rep stated that I would need to contacted the shipper(UPS). I stated to him that they (Boost) will need to contact them since it was them who shipped to the incorrect address. I explained to the representative that I would like to cancel the order and get my money refunded. He stated that Boost does not give refunds. I asked to speak to a supervisor or manager. He stated that I will be wasting my time because the supervisor will not refund me either. I got disconnected through this process several times. I attempted calling back to no avail. I explained to the rep that I would like to cancel the order and get a refund for the third time. The rep refused to continue as I was becoming agitated and asked for a supervisor and was disconnected again. I decided to contact BBB in reference to this matter. I simply asked for a refund and was refused. I do believe that I am *********** a refund. Especially for an item that was shipped incorrectly by the vendor (Boost). Please advise as to if I am *********** a refund and have the right to cancel the order? I attached the link to my payment C:/Users/Bowks Thinkin Box/Desktop/Order History.mhtmlBusiness Response
Date: 12/01/2023
November 17, 2023
******************************************
*******************************************
*******, ** 19061
Re: BBB Complaint #********
************ - *************
Dear ****************:
On November 6, 2023, we received your complaint, dated November 5, 2023, filed with the Better Business Bureau.
You said you ordered a device in October 2023, which you never received because it was delivered to the incorrect address. You requested a refund, but you were informed that Boost Mobile does not issue refunds. You also said you were unable to get a resolution from customer care.
As a courtesy, a refund of $209.39 was submitted and will be sent to the card ending in 9453.
We strive to provide excellent customer care and we regret that your experience was unfavorable.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:11/04/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Nov. 4, 2023 I needed to buy a new phone from Boost Mobile so I went on their online website "Shop" and looked at the different phones. I came across the diffent phones and came upon a ******** A 23 5G" that was listed for *****. I tried to place an order online and the screen read * error*.I called boost mobile customer service and they told me the phone WAS ON SALE BUT IF I GO TO THE STORE MAYBE THEY WOULD STILL HONOR THE ***** I called the store and they said the online price is always ***** but the in store price is around 300$. I called Boost again and I talked to a ******. She said the prices online had expired. First she said she didn't know when they expired then she said about two weeks ago. That's how long they supposedly have been listing the sale prices for. I asked her if she would honor the sale price for me as that is the price that it was listed for online and she said she couldn't. I asked to speak with a supervisor and she said the supervisor wouldn't honor th sale price as well. I've been a customer since 2016. My phone is broken apart and I really needed a new phone by now. I just feel like this is a scam to reel customers in the store and to get them to pay more in store.Business Response
Date: 12/01/2023
November 15, 2023
*******************************
****************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On November 6, 2023, we received your complaint, dated November 4, 2023, filed with the Better Business Bureau.
You said that you attempted to purchase a ******* A23 5G phone through our website for the advertised price of $19.99, but you received an error. You were informed by an agent that the sale price had expired and neither the representative nor their supervisor would honor it.
I attempted to contact you at the phone number and email address we have on file on November 14, 2023, but I did not receive a response to either message I left.
As stated in my November 14, 2023, email, the ******* A23 5G phone is currently available through your online account and at www.boostmobile.com. However, as a current Boost Mobile customer you will need to purchase the phone through your online account. This can be done by accessing the Shop feature in the My Plan tab on your online account. This will list all devices available for you to purchase.
Please note: all phones available for you to purchase at a discounted price are subject to product availability and promotional price expiration timelines.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:11/04/2023
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.
The business has committed to providing me with a working device and phone service. I ordered an IPHONE 15Pro with $60 unlimited plan on Sep.23. Order number: 2551-956784-5811. My device was activated on Oct.20, but my device was unusable since Oct.30 when I was travelling in ******. The company has continued to create and "resolve" tickets while I remain without a working device till now. I would like the carrier to accept the phone for return and refund the money I have paid. A ticket number ******* was created on Nov.3, and the same day I received an email rejected the return request. They won't accept the phone for return because it has been 10 days, and I would have to pay the full price of the phone. I have been contacting them since I first had problem with the phone and haven't had a working device. My phone number: ********** My account number with them is: ************************ I was told that several ticket had been created and escalated, but there was no resolution. I have to switch my number to other carrier since they failed to provide me a working device and service. I would like them to allow me to return and cancel the service.Business Response
Date: 11/07/2023
November 7, 2023
***********************
22097 ************.
****, ** 48374
Re: BBB Complaint #********
************- *************
Dear **************:
On November 6, 2023, we received your complaint, dated November 4, 2023, filed with the Better Business Bureau.
You stated that on September 23, 2023, you ordered an iPhone 15, which you activated on October 20, 2023. You mentioned that on October 30, 2023, you experienced issues with the service while traveling to ******. You indicated that on November 3, 2023, you requested to return the device, but the ticket customer service submitted was rejected because you were outside the ten-day window. You said you switched to a new service provider.You requested to return the device for a refund.
Our records indicate that the iPhone 15 was delivered to you on October 20, 2023. The phone would have been eligible to return for a refund until October 30, 2023.
As you attempted to return the device after October 30, 2023, we decline your request, as you are outside the ten-day return window. For more information on Boost Infinites return policy, please visit ********************************************************.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*********************Customer Answer
Date: 11/07/2023
Complaint: 20825516
I am rejecting this response because: Boost Infinity failed to provide a working device and service as committed. Boost Infinity's technician told me the **** is not supported" problem can be solved in 72 hours when I first reported the issue on Oct.30. See long distance call history from ****** hotel and cost. I had been spending hours on the call with Boost Infinity every day from Oct.30 to Nov.3 following up the status of issue. I was told on every call that there was a leadtime to solve the issue, however, the issue was never solved even after I returned to US. Boost Infinity sold me a non-working device and misled me by saying the problem can be solved is the reason I'm outside the return window. I want the device returned and refunded.
Sincerely,
*******************Initial Complaint
Date:11/04/2023
Type:Sales and Advertising 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 called boost mobile on may 4, 2023 to take advantage of a deal that was service for cell phone service. On may 10, 2023 I called boost to cancel the service. The representative had a northern accent like from ********** or ********, basically he was clearly ********. He said, you actually want to cancel this amazing deal, I am not going to cancel. I said it's been a few days and within the 30 day return period, cancel. He said, "No, dispute the charge on your credit card." I was very shocked at how rude this person was but I had faith in Citi Mastercard that they would reverse the charge accordingly. On June 6, 2023, I called boost mobile again to ask them to stop charging my credit card. I spent hours on the phone because I never opened the *** cards that were received in the mail. I had no account or phone number. Never used the service or made a phone call. To my utter shock and dismay, **** has charged me and keeps reversing the credit for the disputed charge. It has been months. Boost mobile cannot prove that I used the service. I can prove that I called and am spending countless hours attempting to get my hard earned money refunded. I called boost mobile again on November 4, 2023 and they cannot find an account so how am I being charged when I never activated an account and never used the service. I want a full refund and an apology from both Boost mobile and Citi Mastercard.Business Response
Date: 11/30/2023
November 14, 2023
Mr. ******************
******************************************* 8
************** 20018
Re: BBB Complaint #********
************ - *************
Dear ******************:
On November 6, 2023, we received your complaint, dated November 4, 2023, filed with the Better Business Bureau.
You said you called in and requested to cancel your service in May 2023, but the agent refused to cancel your account. You requested Boost Mobile to stop charging your card, and requested a refund.
There is no record of any additional payments beyond May 2023. Your card is not enrolled in AutoPay, so you will not be charged for service.
A refund of $50.32 was issued to the card ending in 9914.
We strive to provide excellent customer care and we regret that your experience was unfavorable.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:11/03/2023
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 have been a loyal customer with this company for at least 4 years. I have 3 lines and have never missed a single payment because I've always used auto-pay. At the end of October, I reviewed my contract with Boost Mobile for my Iphone XR. I discovered that my contract ended on May 28, 2023. The contract was for 18 monthly payments of $22 that began on December 28, 2021. For the months of June, July, August, September and October I was charged $22. My contract for monthly payments ended in May so, I've been over charged $22 for 5 months. I reached out to customer service and was told that a claim would be submitted for a refund to my account for the total of $110. I received an email from Boost Mobile stating that I would receive a credit of $66 towards my account. I did not receive my full credit of the amount I was charged. I am still owed $44.Business Response
Date: 11/30/2023
November 14, 2023
***********************
**********************
***********, ** 63118
Re: BBB Complaint #********
*************
Dear **************:
On November 6, 2023, we received your complaint, dated November 3, 2023, filed with the Better Business Bureau.
You stated that you should have paid off your device in May 2023, but you were charged through October. You indicated that you received a credit of $66.00, but are still owed $44.00.
We have submitted a refund request of $44.00. 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
*********************Customer Answer
Date: 12/06/2023
Complaint: 20824180
I am rejecting this response because:
Boost mobile issued me a credit for $44 to my bank account. As of today, I have not received the remainder of my credit of $66 yet.
Sincerely,
*******************Customer Answer
Date: 12/14/2023
attached is a copy of my ******** statement showing the refund of $44Business Response
Date: 02/01/2024
January 23, ****
***********************
**********************
***********, ** 63118
Re: BBB Complaint #********
************
Dear **************:
On January 9, ****, we received your rebuttal, dated January 8, ****, filed with the Better Business Bureau.
You stated that you received the refund of $44.00, but not the credit of $66.00 you were told you would.
We applied a credit of $66.00 to your account, and apologize for any inconvenience this may have caused.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************
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