Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,978 total complaints in the last 3 years.
1,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Having trouble with boost Mobile try to port my number from boost Mobile to ****** Fi and they are not responding
Business Response
Date: 07/09/2025
June 21, 2025

Mr. ***** *****
********************* 3J
********, ** 10065

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

Dear ************************* 16, 2025, we received your complaint, dated June 14, 2025,filed with the Better Business Bureau.

You said that Boost Mobile is not allowing you to port your phone number to a new provider. You requested that we allow the port to go through.

Please note that the ********************************* (FCC)regulates phone number portability 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 holder's name, phone number, five-digit ZIP code,passcode or the PIN 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 *** guidelines.

A review of your account reveals that the port was completed successfully on June 15, 2025.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an ** K22 (original carrier is Boost Mobile) that I am trying to use with Boost Mobile however it doesnt work, it requires unlock to be used with Boost Mobile services.
Business Response
Date: 07/09/2025
July 3, 2025

Mr. Em Bellevue
**********************************
*********************

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

Dear Mr. ******************* June 16, 2025, we received your complaint, dated June 14, 2025, filed with the Better Business Bureau.

You said that you have an ** K22 phone that was once used on a Boost Mobile account, and you need it to be unlocked by Boost Mobile.

When we spoke today, you provided the **** (***************)for the ** phone. Although I initiated the unlocking process, I found that the phone is still tied to the T-Mobile system. I advised you that you would need to contact T-Mobile about completing the process and you understood.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/13/2025
Type:Billing 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 May 13th 2025 Boost sent me an offer to my email account stating that if I came back to them they would give me a 50% discount off of my next TWO months of renewed service. The message said I had until 5/31/2025 to redeem the offer.I used this service as my carrier but had not reactivated my service in the month of April because I was considering using another company.On May 14th I redeemed the offer and used the ePin they provided in the email from the day before.The deal even stated that once I paid the balance ($ ***** which is 50% of the $50.00 I usually pay) that the next month would be reduced by the 50% off they promised for the two months before the next due date.After I redeemed the offer and paid the %***** I looked into my Boost account and saw that two installments of $***** had been added to my account with just the description label of "payment" from Boost mobile.I also noted that MY payment had been described as a monthly RECURRING(?) charge! Boost labelled MY payment as having been $50.00 dollars instead of the $***** that I had actually paid. I did not pay much mind to this listing. I just thought them listing my payment of having been $50.00 instead of $***** with a 50% discount was there way of keeping their ********** yesterday, my bill was due for this month and I paid the $***** as expected because the two month discount was still in ************ I received a notice from Boost saying I still owed $*****!When I called to ask what was going on an agent named RAD told me I had to "call again tomorrow to get the discount!. I asked "Why? Your deal said the discount would be automatically applied the next month!" "Call back tomorrow!" he yelled! I called back and spoke to a ******* to tell them what they were trying to do to me amounted to FRAUD. He hung up on me! BBB, would you please call Boost and tell them they have to honor their online agreement with me and provide my next month's service to me with the 50% discount applied?
Business Response
Date: 07/02/2025
June 24, 2025

Ms.****** *********
******************************************** 4AN
*****,** 10468

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

Dear ***************************** 19, 2025, we received your complaint, dated June 13, 2025, filed with the Better Business Bureau.

You said you were offered half off for the next two months of renewed service, but you never received the discount despite redeeming it. You indicated there were two "installments" of $25.00 labeled as "payment". You expressed frustration with the customer service you received and requested the discount be applied.

My attempts to contact you on June 21 and 24, 2025, at ************** were unsuccessful, but I left a message each time. I also sent an email to ************************** with a request that you contact me.

We have no record of a promotion matching what you described. If you want me to look into this, send a screenshot of the advertisement to **********************

A review of your account reveals that you ported out your phone number on June 14,2025.

We apologize for any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 07/02/2025

Complaint: 23466602

I am rejecting this response because: Boost purposefully refuses to unlock my phone. They KNOW it is impossible to call me because they have made it impossible for me to transfer my phone to another carrier. Boost saying they tried and tried to call me at a number that they know can't possibly be in service is just more lies coming from them!

Sincerely,

****** *********
Business Response
Date: 07/11/2025
July 10, 2025

Ms. ****** *********
******************************************** 4AN
*****, ** 10468

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

Dear Ms. ******************** July 8, 2025, we received your rebuttal,dated July 8, 2025, filed with the Better Business Bureau.

You rejected our response stating Boost Mobile is refusing to unlock your device and were unable to take it to a new carrier. You said Boost Mobile lied about reaching out to you as the number does not work.

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update, and the Boost Mobile SIM card is inserted. You will need to enter code ******** when prompted to do so.

The contact attempts were made to the phone number you provided on your complaint, which was **************.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone number ************ was illegally ported from att to Dish wireless which is doing business as boost mobile. Complaint cm20250609-166060925 was filed and att has done everything to get the number back (provided all evidence and proof of ownership documents).Dish has been unresponsive. This is now a week that I do not have phone and all my financials are in jeopardy. Today att notified me that scammers tried to transfer my number from dish to somewhere else and att actually blocked it! But dish is jut doing absolutely nothing! I also filed *** complaint against Boost mobile.
Business Response
Date: 07/07/2025
June 20, 2025

Mr. ******** *********
**************************************************
**************************;

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

Dear ***************************** 13, 2025, we received your complaint, dated June 13, 2025, filed with the Better Business Bureau.

You said that your phone number was illegally ported from AT&T to Boost Mobile. You would like it transferred back to AT&T.

In order to port a phone number from AT&T to Boost Mobile, your AT&T account number and port-out PIN must be provided to you by AT&T. We do not have the ability to obtain the information necessary to port a phone number without a customer's involvement.

Your account reflects that your phone number ending in 2490 was ported out on June 17, 2025.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:06/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted boost mobile at ************ on 6/10/25 at 9:04AM. The boost *** told me about a promotion where you get 1 year of free service on 1 line when you activate 3 lines. The *** charged my card $56.23 for the promotional price for the 3 lines and mailed *** cards. I received the *** cards on 6/13/25 and contacted boost at ************. The boost *** informed me the promotion was no longer valid. I asked how this is possible when I was already charged for the promotion. They stuck to their statement that the promotion was not valid, so I asked for a refund. The *** transferred me to their loyalty **** who stated they could not refund me and told me to dispute it with my bank. I again questioned how could they charge me for this offer and not follow through. I was then transferred to the deactivation ***** I spoke with a *** and their supervisor who both claimed I could not receive the promotion I paid for because it ended, and they recommended contacting my bank to dispute. After filing the dispute with my bank, I noticed the ************************** website is still advertising the promotion for getting one year of free service on your third line if you sign up with three lines. The very same deal that four different boost mobile ***s told me did not exist today. It seems like they are deceptively offering promotions and then lying to customers when they attempt to activate them, or they are not updating their website when a promotion ends which is also deceptive. Either way I would like help getting the $56.23 returned that they are refusing to refund to me. (I attached screenshots from their website that were taken today)
Business Response
Date: 07/09/2025
June 28, 2025

Mr. ****** *******
************************br>************************

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

Dear *************************** 13, 2025, we received your complaint, dated June 13, 2025, filed with the Better Business Bureau.

You said that you inquired about a promotion that included a third line free for a year and you paid $56.23 for service. You stated that when you received the *** cards, you were informed the promotion is no longer valid. You then requested to cancel your service and asked for a refund, but it was denied. You would like to receive a refund.

When I spoke with you, I informed you that this offer is available and would be honored should you establish service, but you declined. As a courtesy, a refund of $56.23 was issued on June 18, 2025, and a check will be sent to your address. Please allow seven business days for processing and delivery.

We apologize for any confusion or inconvenience this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/13 I went to boost mobile to purchase a SIM card after speaking with customer service. *** in store did not say money was non refundable before trying to purchase activation and once money was taken transaction could not be processed. *** called store owner and he was adamant that money could not be refunded even though I paid cash..
Business Response
Date: 07/11/2025
July 10, 2025

Ms. ******* ******
***********************
************, ** 28311

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

Dear ************************** 17, 2025, we received your complaint, dated June 13, 2025, filed with the Better Business Bureau.

You said you purchased a SIM card from a retail store and you were never told the money was non-refundable. You added the transaction could not be processed and requested a refund.

My attempts to contact you on July 9 and 10, 2025, at ************** were unsuccessful. I also sent an email to *********************** with a request that you contact me.

I confirmed the transaction did go through, but because the payment was not made through autopay, you do not qualify for a refund under the 30-day money back guarentee.

I found a payment of $15.79, which was refunded back to you on June 9, 2025.

We appreciate you for bringing this to our attention. I forwarded this to our retail team for internal investigation.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/12/2025
Type:Billing 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 phone was recently lost. To access my account at ********************, I was asked security questions they received from my credit rating. In spite of answering the questions correctly, they showed that I failed the questions and have locked me out of my account for a ******* fear is that the same thing will happen when I get a chance to try again.They have locked me out of my account, making it impossible to replace my phone, or even to cancel my account, or change companies in a way that lets me keep my phone number. I have a Driver's License, a passport, and the order number ( ek-bepp-********* ) from initial enrollment and they state that is insufficient to verify my identity.
Business Response
Date: 07/08/2025
June 20, 2025

***** ****
****************************************************************************************;

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

Dear ***** ****:

On June 13, 2025, we received your complaint, dated June 12, 2025, filed with the Better Business Bureau.

You said that you lost your phone, and you contacted us because you could not access your account. You were asked questions from your credit report and answered them correctly; however, you were told they were incorrect. As a result, you have been locked out of your account and are unable to make changes.

My attempts to contact you by phone on June 18 and 19, 2025, were unsuccessful;however, I left a voicemail each time.

We regret that you are unable to access your account through our alternate verification process. If you believe that you answered the questions correctly,we recommend you contact the credit bureaus to update your information.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for service with Boost Mobile this morning on their website. I gave my credit card information to begin the process. Only after doin that was I then given info on checking to make sure that my current phone is compatible( I selected the option of carrying over my current phone number )Upon checking my phone with the information they gave me, it turns out that my phone is not compatible.I called Boost toll free number and was told by an employee in their refund department that I was unable to receive a refund. Was told that refunds are given only if there was a malfunction.What?!!! I have nothing from them, I cant even use their service and Im unable to receive a refund?This seems all kinds of wrong and just doesnt make sense. I just want a refund, thats it. I cant even use the service!
Business Response
Date: 07/09/2025
June 20, 2025

Ms. ******* *******
********************************
**********, ** 12189

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

Dear *************************** 13, 2025, we received your complaint, dated June 12, 2025,filed with the Better Business Bureau.

You said you signed up for service, but your device was not compatible. You expressed frustration with not receiving a refund.

To be eligible for a full refund (including taxes and fees) under the 30-day money-back guarantee, you must have: created a new Boost Mobile account, activated one or more lines and transferred or "ported" your number in from another carrier. It is also your responsibility to confirm your device is compatible with Boost Mobile at ********************************************************** prior to establishing service.

A refund of $17.25 was initiated to the card ending in 9199; please allow 3-5 business days for processing and delivery.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed in phone for hours and still don't have pin or account information from ********************** to transfer. I have a disabled child. I need a phone service that works
Business Response
Date: 07/08/2025
June 18, 2025

Ms. ****** ******
*************************************

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

Dear ************************** 13, 2025, we received your complaint, dated June *******, filed with the Better Business Bureau.

You said that you spent several hours on the phone with Boost Mobile attempting to obtain your account number and port out pin to move your service to a new provider. You stated that you were unable to get the information you requested.

Boost Mobile does not have the ability to block you from porting your phone number to a new provider. However, in order to port out your phone number(s) your account needs to be active. Once your account is verified,an SMS message is sent to your number with your port out information.

A review of your Boost Mobile account shows that all lines were ported to a new provider and your account has been disconnected.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:06/12/2025
Type:Delivery 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.
Ordered a phone from the company and scheduled delivery. Day of delivery I wait for the delivery and they reschedule. I'm an adult I have other things to do, so i call delivery line to request to have it left at my home they say it has to be delivered to me which is understandable. I let him know i have other stuff to do when he also says they have to activate the phone with me, this also infuriated me because first I'm not a child, I know how technology works I don't need anyone to help me activate a phone nor should I be forced to receive MY product I paid for. In my eyes them withholding a product I paid for is like theft. If they left the package and someone took it it would be so for you to deny to give me something I paid for after verifying my identity doesn't sit right with me. I'm not a child your not goin to control my day. So I request to cancel the delivery which i was met with the response stating I would have to go through more verification which is funny because the first ****** told me a H*** OF A LOT without any birthdate or ss verification. I am connected to verification and I verify my birth and social after which she says I have to answer security questions which is fine. The first security question she asked was about an uncle first of all why am i being asked to verify my credit profile with info about other people. Let alone my grandmothers brother that I barely know other than his name. She kept arguing with me talking about she cant do anything just answer the question and a bunch of ******** when im trying to explain why would I have to answer questions unrelated to me to verify MY CREDIT REPORT. Dumbass clearly didn't understand logic and refused to go against AI. I had to make a report to my bank to reverse the payment after calling the regular boost and the representative literally telling me there is no way to anything because verification has more control than management and literally said they were management actually THIS IS CRAZY.
Business Response
Date: 07/08/2025
June 20, 2025

Mr. ******* ****
**********************************************************************************************;

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

Dear ************************ 13, 2025, we received your complaint, dated June 12, 2025,filed with the Better Business Bureau.

You said that you wanted to cancel an order, but you were unable to access the account due to failing the verification process. You would like the order canceled and a refund issued.

Boost Mobile will utilize your credit report to generate questions for identity verification. If you feel the information is inaccurate, we recommend that you contact the credit bureau(s) to update your information.

I requested that your order is canceled and a refund of $185.90 issued; please allow five to seven business days for processing.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 07/08/2025

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,

******* ****

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Boost Mobile is NOT a BBB Accredited Business.