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
- 5,038 total complaints in the last 3 years.
- 1,504 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:10/06/2025
Type:Product 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 September 25, 2025, I placed an online order with Boost Mobile for a ****** Pixel 10 Pro, along with the $60 Unlimited Premium plan. The device was delivered on September 29, 2025.After initiating the port in process, I was able to activate the device around October 3, 2025. However, after using it for a few days, it became clear that Boost Mobile would not work for me due to poor reception in the areas where I work or visit frequently.On October 6, 2025, I contacted Boost Mobile to initiate a return under their "30-day money-back guarantee." I informed the service representative that I wished to return both the device and the ********************** plan. I was able to obtain a return label for the device fairly easily however, after spending an hour on hold, the customer service representatives refused to honor the 30 day money back guarantee for the service plan despite the fact that I meet all the *********** account is new, I ported my number in, I am enrolled in autopay, and I requested a refund within 30 days.I would like Boost Mobile to honor their guarantee and refund both the service plan and the device for a total of $488.05, as I meet all the requirements.Business Response
Date: 10/28/2025
October 23, 2025
Mr. *** Rintaniemi
**************************
*********************
Re: BBB Complaint #********
************ - *************
Dear Mr. ********************* October 7, 2025, we received your complaint, dated October 6, 2025, filed with the Better Business Bureau.
You stated that you would like a refund for your initial service payment.
A review of your account found that you are eligible for the 30-day money-back guarantee, and a refund of $61.06 has been approved for the credit/debit card ending in 8606. Please allow 7-10 business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Customer Answer
Date: 10/28/2025
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,
*** RintaniemiInitial Complaint
Date:10/06/2025
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 trying to see if their coverage was better than the plan I had they said I could try it for 30 days and I never got to use it they said I could keep my number and they would issue me another number no mention of anything about charging me for the new number. When I couldnt get anything done to make it work I canceled it. Thats when they said I couldnt get the money back guarantee. They lied !!!Business Response
Date: 10/28/2025
October 24, 2025
Mr. ****** *******
***************************************************************************
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** October 6, 2025, we received your complaint, dated October 6, 2025, filed with the Better Business Bureau.
You stated that your service does not work. You called in to customer care about a refund under the ****** Money-Back Guarantee promotional offer, and you were refused.
When we spoke today, I informed you that the terms for the 30-Day Money-Back Guarantee state that only phone numbers that are ported in from another provider will qualify for a refund. A new phone number was generated when your account was created, thus disqualifying you from this offer. Therefore, no refund is warranted.
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:10/06/2025
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 have been a customer for almost 3 years i didnt use my real name for this form. boost is false advertising. Boost advertises unlimited data talk and text when its not true. the data slows up. i spoke with a *** today and all the data plans have a data cap which means its not unlimited. i have had tmobile and att and there was never a cap to how much data when i have the unlimited planBusiness Response
Date: 10/28/2025
October 8, 2025
Ms. ****** *******
************************************************************************************;
Re: BBB Complaint #********
*************
Dear Ms. ****************** October 6, 2025, we received your complaint, dated October 6, 2025, filed with the Better Business Bureau.
You said we advertise unlimited data, but it is throttled.
The Boost Mobile website states that when you are on the ************** plan, your speeds are throttled to 2G after the 30 GB data allotment is exceeded for the remainder of the billing cycle. This is to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, You can find more information at *********************************************** you need more data, you can always purchase additional data packs or upgrade your plan. We regret if you disagree with our policy.
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:10/05/2025
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've had my cell phone number for 20 years I've been trying to Port my number to a different cell phone company and the past 6 months boost mobile refused over and over and over and over to let my phone number be ported every time I call customer service it's in a different country and those people refuse to help and this is why our jobs need to stay in *******. I tried parting my number to Cricket to US Cellular to ******* and **** in every single one of those cell phone companies come back and said the information that Boost Mobile's giving me cannot be verified it is so hard to get somebody in ******* for customer service they're all in a different country who barely speaks any English who refuses to help they won't even lower my data plan I'm stuck at $55 for no reason and I've been trying for 6 months because Boost Mobile is horrible I don't want to do business with them and they were feeding to release my number that I've had for 20 years please help so I can get my number ported out to a different cell phone company Boost Mobile is nothing but immigrants from a different countryBusiness Response
Date: 10/28/2025
October 8, 2025
Ms. **** *******
******************
*********, WA 99336
Re: BBB Complaint #********
************** - *************
Dear Ms. ****************** October 6, 2025, we received your complaint, dated October 5, 2025, filed with the Better Business Bureau.
You said that we refuse to assist you with porting your phone number to a new provider, and the other providers are saying the information could not be verified. You also expressed frustration with being stuck on the $55.00 plan.
When we spoke, I offered to assist you with porting out your phone number and provide you with a new port-out PIN, but you refused. You were also unable to clarify what information the other providers were unable to verify. When you are ready to port out your phone number, you may contact me directly at **************.
Because you purchased your device at a highly discounted rate, we require you to stay on the Unlimited + plan for 12 months. You will be able to downgrade your plan after December 17, 2025. You may find more information here: *****************************************************************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/05/2025
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.
Boost mobile is charging me $50 for a whole month of service from October 3rd-October 5th and another charge of $50 for October 5th - November 5th I added a new phone to my account on October 3rd and I paid $60 over the phone with an agent and I was told that when my bill regenerates on October 5th that I would be charged for a prorated amount for the 2 days of service from October 3rd to October 5th but instead they are charging me for a whole month for only 2 days instead of prorating it and I spoke with an agent today to have it fixed and I spoke to a supervisor and neither of them helped me solve my problem and instead told me there is nothing that can be done and that is not right that is fraudulentBusiness Response
Date: 10/28/2025
October 24, 2025
Mr. ******* ******
************************************
*****, ** 75119
Re: BBB Complaint #********
67580892613612 - *************
Dear Ms. ***************** October 6, 2025, we received your complaint, dated October 5, 2025, filed with the Better Business Bureau.
You said Boost Mobile charged you $50.00 for a whole month of service for two days and then another $50.00 for the next month.
When we spoke today, I explained that the activation of the new device caused your account to be charged twice for the monthly service charge. As a courtesy, I issued a one-time $55.00 credit to your account.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 10/29/2025
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,
******* ******Initial Complaint
Date:10/05/2025
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 placed an order with boost for new service and a new phone which they said was free.i placed the order on october 3 2025.i got an email stating my order was ready to ship on october 4 ********** oct 5 i got an email from boost saying thanks for activating ********* all ************* they messed up because i have not recieved device which they said would take 3 to 5 business days to arrive but yet it was ready to ship on oct 4 and activated on oct 5.makes no sense.when i called boost about it,they want ti send me a 1 time passcode to my number which i havent yet recieved and dont even know new number.they transferred me to verification **** and that didnt work.i told them cancel my order and refund thr charge to my card.they said they cant without getting verified which i cant.i want my refund of $52.34.they are some dirty thieves with deceptive dirty practices.they should be investigated and shut down.ive added the dates and messages from emails.Business Response
Date: 10/28/2025
October 23, 2025
Mr. **** *********
************************************
******, PA 18507
Re: BBB Complaint #********
************** - *************
Dear Mr. ******************** October 6, 2025, we received your complaint, dated October 5, 2025, filed with the Better Business Bureau.
You said that on October 3, 2025, you placed an order with Boost Mobile for new service. On October 5, 2025, you received an email stating your account was activated, but you had not received your new device. You would like to cancel the order for a refund.
When we spoke today, I informed you that your account was activated when your device shipped. It was delivered on October 8, 2025, and you confirmed the service was working. I advised you that there is a 30-day money-back guarantee on your order; once the device is returned in acceptable condition, a $52.34 refund will be issued. I offered to issue a one-month service credit if you decide to keep the service. You decided to accept the credit and keep your service active.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:10/05/2025
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 September 13, 2025, I decided to use my yearly new iPhone upgrade to get the iPhone 17 ProMax. On September 18, 2025 the phone shipped and was scheduled for delivery the following day, however it did not come. On September 22, 2025 *** made contact with me and admitted to losing the package, On September 25, 2025 I filed a claim with *** myself, because after contacting Boost Mobile multiple times no one there seemed to be able to help. Nearly two weeks later I have still not heard anything back from ***, and after talking with Boost Mobile multiple times since filing the claim have been unable to get them to help with the issue. They tell me that I need to contact ***, *** tells me I need to contact Boost Mobile and have them login to their shipper portal. Boost doesnt know what to do. At this point I just want to return my current phone to y'all and part ways because i have been with both ******* and **** and they would have had a phone in my hand already regardless of where the original one stood with ***.Business Response
Date: 10/28/2025
October 24, 2025
Mr. ******* ******
*************
**********, SC 29817
Re: BBB Complaint #********
************** - *************
Dear Mr. ***************** October 6, 2025, we received your complaint, dated October 5, 2025, filed with the Better Business Bureau.
You stated that *** lost your shipment during delivery. You filed a claim, but you are frustrated with the process. You attempted to port your phone number to a new provider, but learned your device is tied to a loan agreement and ineligible for unlocking. You requested to return your device.
When we exchanged emails, I provided you with a return label; however, you asked to change your plan as an alternate solution. Your plan was changed to Unlimited as requested. Please note you will lose your included access to the following features: North America Connect, Global Talk & Text, $0 Global Talk & Text and $0 North America Connect. A one-time customer loyalty credit of $25.00 has been applied to your account.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:10/04/2025
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.
My monthly payment was made on 9/8/2025 you will see that in my attachments please review is very unprofessional from customer service to not help or have a email ro confirm widrawl payment days from bank I asked for a adjustment of my days that should be covering the 30 day payment day if I paid you on the 8th why do I have to pay you on the 4th no adjustment was made they laughed it off which give me ignorance vibes..in here I will have attached bank information and day of payment if service get cut off on the 4th I will no longer have business with boost.Business Response
Date: 10/28/2025
October 16, 2025
Ms. ******** **********
************************************************
Re: BBB Complaint #********
*************
Dear Ms. ********************* October 6, 2025, we received your complaint, dated October 4, 2025, filed with the Better Business Bureau.
You stated that you made your monthly payment on September 8, 2025. You said that you would cancel the service if it was not active on October 4, 2025. You requested a billing adjustment.
Our records indicate that technical issues were reported. A billing adjustment was applied to cover the full month of service from October 6, 2025, to November 6, 2025. The service is currently active. However, if you require additional technical assistance, please contact our customer care department at ****************.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
***** *****Initial Complaint
Date:10/04/2025
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.
My phone service I pay for each month does not work on the network I pay for each month. I have to always connect it to a wifi source close around no matter where I go or I will not have internet service.Business Response
Date: 10/28/2025
October 16, 2025
Mr. ****** ******
********************
**********, LA 71109
Re: BBB Complaint #********
************ - *************
Dear Mr. ***************** October 6, 2025, we received your complaint, dated October 4, 2025, filed with the Better Business Bureau.
You said that your service is not working unless connected to Wi-Fi and no matter where you go, you do not have data.
When we spoke, you said that your service is currently working; however, you found the data was capped last month. You were not aware of any caps, as you understood the service to be unlimited. I explained that the data is unlimited; however, the data speed is capped at 40 GB. 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 Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 40 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.
As a courtesy, I applied a $50.00 credit to your account.
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
****** SteffaniInitial Complaint
Date:10/04/2025
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 bought a new cell phone as a replacement phone. I dont owe any money on it. I recently was going to switch my phone service to spectrum and I was told my I phone is locked and cant be used anywhere else. That I have to keep their crappy service for another 10 months just for my phone.Ans they wont give me my money back for the phone since it will be useless. What can I do? When I bought the phone I was never told I cant use my phone anywhere else. I could see if I still owed money on the phone, I could understand, but I bought the phone and it is completely paid off.Business Response
Date: 10/28/2025
October 16, 2025
Ms. Vel-**** ******
************************
******************************
Re: BBB Complaint #********
*************
Dear Ms. ***************** October 6, 2025, we received your complaint, dated October 4, 2025, filed with the Better Business Bureau.
You stated that you wanted to transfer your service to another carrier, but found your device is locked. You requested to receive a refund.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked.
Our records indicate that the device associated to the phone number you provided has an IMEI ending in 7882. This device was purchased at a Boost Mobile retail store on June 18, 2025. As such, it is not currently eligible for unlocking.
No refund is warranted for this issue.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
***** *****
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