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
- 5,008 total complaints in the last 3 years.
- 1,503 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:09/26/2023
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.
They say that you can earn a free months bill when you login daily BUT WHAT ISN'T SAID IS HALF THE **** THE *** ISN'T WORKING, WORKING PROPERLY BUT WHAT IS VERY CLEAR IS WHEN YOU SPIN THE ***** YOU ONLY GET EITHER 5 OR 10 POINTS NOTHING MORE ITS COMPLETELY RIGGED AND WHEN YOU LOGIN DAILY IT DOESN'T REGISTER FOR THE ADDED POINTS AT THE END OF THE **** SO YOU HAVE TO START OVER ALL AGAIN AND I HAVE OTHER FRIENDS WHO SAID THE SAME ****************************** KNOWS AS I HAVE GIVEN FEEDBACK SEVERAL ****S. Half the time the app isn't working I'm not receiving my credits for my daily spins and not being credited for logging in each day and it's been a repeated issue and hasn't been fixed or addressed. If you're not going to offer a fair app to earn money off your monthly bills and then take away your daily points for my weekly 75 bonus points for logging in 7 days in a row and or keep the wheel only offering only **** points and never anything higher then please just delete the app because it's clearly a issue for hundreds of customers from not just myself but according to the reviews the your not even taking the time to respond to because it's clearly a problem. But I've addressed this twice with customer service with no response but I requested a manager to call me because according to the customer service department a manager wasn't available????? But a manager never called me back after I left my phone number twice and was promised that I would receive a response from a manager within 72 hours but didn't and then the final time the third time the customer service department hung up on me and was was over it by then because I see this is how they like to treat there customers who pay their bills and that's pretty sad for a phone company.Business Response
Date: 10/23/2023
October 19, 2023
*****************************
******************************
********, ** 27510
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 27, 2023, we received your complaint, dated September 26, 2023, filed with the Better Business Bureau.
You stated that you have been unable to earn points from your Boost Mobile application. You mention that you are only getting five to ten points when spinning the wheel and your daily login does not always register. You requested to have the application fixed to make the odds fairer, to receive more points and to register your daily logins correctly.
The issues with the Boost Mobile application are known issues and they are being looked at by our application team. We thank you for bringing this to our attention.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Customer Answer
Date: 10/23/2023
Complaint: 20661173
I am rejecting this response because:
He's not offering a solution for my problem only wanting me to contact him directly from what I can tell and is not addressing the issues of my original complaint??
Sincerely,
*************************Business Response
Date: 11/01/2023
October 30, 2023
*****************************
*****************************
****************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On October 30, 2023, we received your rebuttal, dated October 27, 2023, filed with the Better Business Bureau.
You stated that your complaint was not addressed in my previous response and that I only requested you to reach out to me directly.
As I have previously stated, the issues with the Boost Mobile application are known issues, and are being researched. Once our application team is able to resolve the issue, a communication will be sent to all affected customers.
There is no credit warranted for this issue.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*****************************Initial Complaint
Date:09/26/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile acted in poor faith by overcharging me for a device that was advertised as costing $200, the purchase summary stated $200, yet I received a text shortly after that I was charged $650 for the device. I made this purchase on the Boost Mobile Website. I have documentation supporting this allegation. I immediately contacted Boost and they told me to return the device upon receipt, and that I would be issued a refund. Upon receiving the device, I contacted ************************* different times attempting to return the device and never got information on how to return the device. On the 10th phone call, they told me I could not return the device despite my efforts. This happened despite their many promises that I could return the device, get a refund, and have the issue resolved. Upon sending this message, Boost has also charged my card multiple times without consent for services not rendered. This company is acting recklessly with fraud and malice and should be held accountable for its actions. I have suffered great monetary damage and would like assistance in this issue being resolved. If possible, I would like information on the Companys registered agent in ******* as well in order to potentially serve the agent with a lawsuit as well.Business Response
Date: 10/19/2023
October 17, 2023
Mr. ***************************
576 **********.
*****, ** 34761
Re: BBB Complaint #********
************ - *************
Dear ******************:
On September 27, 2023, we received your complaint, dated September 26, 2023, filed with the Better Business Bureau.
You stated that you purchased a device online from ******************** that was advertised at a price of $200.00, but you were charged $650.00.You said the device was returned back to us, but a refund was not processed.You also stated that you were charged for services that was not rendered during this process.
This issue was previously addressed and resolved on September 27, 2023. When I spoke with you at that time, a total refund for $840.94 was processed, which included the cost of the device that has since been returned, the shipping cost to send the device back to us, and the $70.00 in charges for services that you were unable to use.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:09/26/2023
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.
False advertising Incorrect charging ********** provided Over chargingBusiness Response
Date: 10/19/2023
September 27, 2023
***********************
******************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 26, 2023, we received your complaint, dated September 26, 2023, filed with the Better Business Bureau.
You stated that you were incorrectly charged on your account resulting in an overpayment of $85.51. You would like a refund.
A refund of $85.51 has been submitted. Please allow **** business days for processing.
We apologize for any inconvenience this may have caused you.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
**********************************, #***
******,** 80210
*****************************Initial Complaint
Date:09/25/2023
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.
On December 4, 2022 I took advantage of an advertised offer and switched my cell phone service to Boost Mobile. The advertisement was for receiving $200 after being a paying costumer for 3 months. I am still a costumer in good standing with never late payment status. It is now ********************************* March *************************** **************, ** that sold me the phone and service and they told me it was too early but to watch my email. In May 2023 they said they can't help but to call costumer service. **************** was not helpful at all. In June 2023 I went to another Boost mobile store in ***********, ** with the same result. This is unacceptable because if you empower the stores to make sales and promises, they should have the power to service the promises. Here Are the details of the transaction:Sale receipt: ****** Date: 12/04/2022 Cashier: ****************** to: ************************* I will consider filing a complaint with the ******** Attorney General an possibly with the ** ********** of ********* Yes, it is only $200 but the difficulty to resolve the issue IMO suggest possible intentional practice. This should be an easy case to resolve. I have the offer, the receipt and the service records. There should not be much to argue over. Thank you!**************Business Response
Date: 10/19/2023
September 28, 2023
*****************************
***************************************
**************, ** 60056
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 26, 2023, we received your complaint, dated September 25, 2023, filed with the Better Business Bureau.
You stated that you signed up for an offer to receive a $200.00 rebate after beginning your Boost Mobile service. You mentioned that after several months, you were unable to redeem the offer through multiple retail locations or through Boost ************** You requested to receive the $200.00 rebate.
The Boost Mobile Terms and Conditions disclose that this offer was only available to customers who activated a new line of service on a $50.00 or $60.00 unlimited plan in which your e-gift would be received after your third successful monthly payment. As you are on a $25.00-Per-Month, 12-Month Unlimited Talk and Text plus 12 GB Hotspot plan, your account did not qualify for the $200.00 e-gift offer.
We respectfully decline your request for the $200.00 e-gift rebate.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Customer Answer
Date: 10/19/2023
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:09/25/2023
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.
Sept 6, 2023. I authorized one payment from my credit card for one (1) $40 wireless telephone card and they charged me 5 times on September 7 for the same thing .Business Response
Date: 10/19/2023
September 28, 2023
Ms. *******************
*****************************
**************, ** 20659
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 26, 2023, we received your complaint, dated September 25, 2023, filed with the Better Business Bureau.
You stated that on September 6, 2023, you authorized a one-time payment for $40.00, but you were charged five times on September 7,2023. You requested a refund for the extra payments.
Our records indicate your financial institution is disputing these charges. Therefore, we are unable to process a refund. Once the dispute is resolved, we may revisit the matter.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Customer Answer
Date: 10/19/2023
Complaint: 20654072
I am rejecting this response because: no solution.
Sincerely,
*******************Initial Complaint
Date:09/25/2023
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 Wednesday at 4:48 am I attempted to buy a phone because I am eligible for an upgrade I tried to purchase an iPhone 12 for $199 as per my upgrade after entering card information I was met with an error message to which I attempted to enter the card number in again to which I was met with a message for insufficient funds to which I checked my account to noticed a pending payment to boost mobile for $215.99 to which I checked my email and there was no confirmation email for anything retaining to ordering a phone or a phone being shipped out there is also no payment attempt or payment completed on my order status for 5 days now the transaction has been pending to which I havent received my money back nor an email about the phone being sent out customer support has been unable to assist me with the issue because they claim to have no information about it but my bank is saying that the merchant has to finalize at this point I am very frustrated with boost mobile as being a 7 year customerBusiness Response
Date: 10/19/2023
September 28, 2023
*******************************
************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On September 26, 2023, we received your complaint, dated September 25, 2023, filed with the Better Business Bureau.
You stated that you were eligible for an upgrade and attempted to purchase an iPhone 12 for $199.00. You then encountered an error message for insufficient funds, and after checking your account noticed a pending charge from Boost Mobile for $215.99. You would like a refund of this pending charge or to be able to purchase the phone.
Our records indicate that a payment was never received or processed, and your account is currently on an authorization hold. It can take anywhere between **** business days for a pending transaction to fall off. Once this is done, you can try to repurchase the device.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*****************************Initial Complaint
Date:09/24/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Thursday, September 14th 2023 I purchased an iPhone 12 from Boost Mobile website. It is their policy to ship their merchandise to their customer either same day or next day. On Saturday September 16th 2023 I contacted customer service to let them know I had not received even an email with tracking information. I was told that my order was still being processed and if I did not receive an email on Monday with my tracking information, to call back. I called them on Tuesday, September 19th ************************************************************ any tracking information. I asked for a refund and was told it could not be issued. I asked to speak with a supervisor and she told me she could not refund me because my merchandise was already shipped to **** She gave me a tracking number ( 1z14YA569090181008 ) and told me I could reach out to *** for more information. I called *** customer service Wednesday, September 20th and provided tracking number and was told they never received my merchandise from the carrier. I called my bank to dispute the charge and though they are now investigating the dispute they also did not offer to refund my money and said this particular case doesnt qualify for temporary credit. I paid $216.24 for an item I never received and Boost Mobile REFUSED to refund me for the phone even though its never been shipped and *** is saying they never received it. I want my money refunded to me expeditiouslyBusiness Response
Date: 10/19/2023
October 12, 2023
***************************
**********************************************************************
Re: BBB Complaint # ********
************ - *************
Dear ****************:
On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.
You said that you ordered a phone on September 14, 2023, through www.boostmobile.com, but it was never delivered and your request for a refund was denied;therefore, you filed a dispute with your credit card issuer.
Once we confirm the status of your phone has not changed to in transit or delivered,we will not challenge the dispute you filed with your credit card issuer and the funds will be returned to you.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:09/24/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was canceling my service after not having service for the last 5 days. I requested a refund due to not being able to use my service and due to the fact that I still have 20 days left on the days that I had paid for. I was told that they could not give a refund, that all that they could do was give me a credit if I would stay with boost.Business Response
Date: 10/19/2023
October 17, 2023
Mr. *******************************
** 26801
Re: BBB Complaint #********
************ - *************
Dear ******************:
On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.
You said that due to issues with your device, you decided to cancel your Boost Mobile service and we refused to refund your final payment.
A review of your Boost Mobile account indicates the last payment received was on September 10, 2023, which covered service through October 10, 2023. You contacted customer care on September 22, 2023, to report issues with your device, and you disconnected your account and ported out your phone number on September 23, 2023.
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. Your refund request is denied.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:09/24/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Thursday September 21st I ported out of my previous phone plan with the expectation that Boost Mobile would provide all the features that it offers especially Wi-Fi calling and internet service my device is perfectly compatible and working, so far 4 days later I have no internet service I cannot use maps or data Wi-Fi calling is not available on my phone which I absolutely need for my business, I have suffered economic loss .all I'm asking them to do is either resolve my problem or provide me with the port out account number and pin so I can change to a different company they seem to be unavailable to help me, all their customer service agents are overseas and of no helpBusiness Response
Date: 10/18/2023
October 5, 2023
*********************
************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ************:
On September 26, 2023, we received your complaint, dated September 24, 2023, filed with the Better Business Bureau.
You said that you were experiencing issues with your data and Wi-Fi calling.
A review of our records indicate that you ported your number out and canceled your account.
We sincerely regret any inconvenience this issue may have caused and we appreciate your feedback.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/22/2023
Type:Delivery 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 order a phone from boost infinite on July 14 2023 order # ************** for $112.75. This order had a *** tracking number 1Z0R954E0200705216 and was delivered to *******************************************. On July 18th 2023 I called boost infinite to turn on my new phone. They transfered my boost mobile service to the the boost infinite service an a hour later they turn off service and I haven't had service since. I have tried talking to various reps from boost infinite to come up with e resolution but they have never came back with a resolution. I have tried calling them every day for the last month and have wasted more than an hour or two at a time trying to get this fixed. Please help me out with this matterBusiness Response
Date: 10/17/2023
October 17, 2023
Mr. *********************
*******************************************
Re:BBB Complaint #********
*************
Dear ****************:
On September 25, 2023, we received your complaint, dated September 22, 2023, filed with the Better Business Bureau.
You stated that you purchased a device through ********************** Infinite on July 14, 2023, and you wanted to port your phone number over from Boost Mobile. You found that we were not able to do this and you requested assistance.
We spoke by phone on October 13, 2023. You stated that the device has been activated with Boost Mobile and you were hoping to keep it. I said that I would look into options for you to do so and I gave you my contact information.
I called back later that day and left a message advising you to either return the device or pay off the remaining purchase balance. If you decide to return it, please contact me to arrange for shipment.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
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