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
- 4,969 total complaints in the last 3 years.
- 1,513 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:08/19/2025
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.
Hello I purchased a phone August 12, 2025 for $171.53 which included a iPhone 16E and the first month payment. Phone had to be shipped in two - 3 days I called and they said it got canceled which is fine. I called once again a couple days later they said its in process and I should have gotten a tracking number. I wait a couple more days I call today and they see it was canceled but now saying its back ordered. Its too many excuses. I been waiting for a refund as they mentioned they were going to give me but now its saying process and they dont have a clue what happened.Business Response
Date: 09/12/2025
September 3, 2025
Mr. ****** ********
*************************
*********************
Re: BBB Complaint #********
************** - *************
Dear ****************************** 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.
You said that you ordered an Apple iPhone 16e on August *******. You were informed the order was canceled, then that it was in process and finally that it is on back order. You requested a refund or store credit.
A review of your account found an order for an iPhone 16e placed on August 5, 2025, and delivered on August 8, 2025. This device is now showing as active on your account; therefore, a refund/credit is not 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:08/19/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried porting my phone number to another carrier but the number remains stuck with Boost mobile. I have spent a total of 6 hours on the phone with customer service to resolve the problem to no avail. My account remains active and paid in full with ***** while trying to get my phone number of 30 years released from their company. **************** has been good awfulBusiness Response
Date: 09/12/2025
September 5, 2025
Mr. ******* **********
*******************************************************************
Re: BBB Complaint #********
************** - *************
Dear ******************************** 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.
You stated that you had trouble porting your phone number to a new carrier. You requested to be contacted to help complete the process.
You were first contacted by the Issue Resolution team on August 29, 2025. They confirmed on September 2, 2025,that the root of the issue is a port request from Visible which needs to be canceled. To complete a successful port-out, resume communication with the Issue Resolution team.
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:08/19/2025
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.
The dispute is between likewise, the insurance company for protection and Boost Mobile. I am requesting Boost Mobile to refund or credit. My account sense likewise not replacing my mobile phone which was stolen.Actually my car was stolen and my phone was ********* has been since August 7th of that's a try to get a phone to go to ******* and get me a phone in just 20 minutes and they activated it very quickly..Likewise, you should not be in the customer service line of work very unprofessional . So is there not going to send me a replaced phone that is advertised in their ADS? I want a complete refund of all the premiums from boost mobile my account.Business Response
Date: 09/12/2025
August 27, 2025
Mr. ***** *********
***********************
*******, GA 30223
Re: BBB Complaint #********
************ - *************
Dear ******************************* 19, 2025, we received your complaint, dated August 19, 2025, filed with the Better Business Bureau.
You said your phone was stolen and you have been unable to open a claim with Likewize. If your device is not replaced,you would like a refund of all of the payments you have made for device insurance.
Boost Protect is a comprehensive device protection program that combines a service contract and an insurance policy to protect your phone in case you lose it, have it stolen or accidentally damage it. We partner with Likewize Device Protection to offer you this service. Your deductible is determined at the time of purchase and is based on the market price of the make and model of your device. Once you are enrolled, your deductible does not change even if the store price does. You should be the primary account holder on the account and report a lost or stolen claim within 60 days of the loss, unless otherwise required by state law. If you receive a replacement for an approved damage or malfunction claim, you will be provided with detailed information on how to return the damaged phone. If the phone is not returned within ten days after receiving your replacement, you will be charged an unrecovered equipment fee up to the **** of your phone at enrollment. All costs, charges and fees are subject to applicable tax. Please visit *************************************************************, 24 hours a day, seven days a week to file a claim. You may also call **************** from 6:00 am to 10:00 pm CT, seven days a week.
The Boost Mobile Terms and Conditions disclose that payments remitted are final and non-refundable.
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:08/18/2025
Type:Customer Service 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 8/13/25 I contacted Boost via email to let them know my mother, the account owner was deceased. Their customer care team asked for an email with her death certificate which I promptly sent and they confirmed receipt. On 8/14/25 they let me know the line was disconnected with no further balance due. On 8/18/25 I got charged for another month of service. I tried calling them this time but their phone agent barely spoke English and Im fairly certain he typed an incorrect number in because he said there was no record of the email chain or death certificate received. I asked to speak to a supervisor and 30 minutes later was disconnected on THEIR end. The process is so frustrating and if they are going yo outsource their customer service to take calls from the ** they better be FLUENT in English. The only acceptable conclusion to my complaint would be a refund and no more billing for a line for a dead person. Absolute failure of a company.Business Response
Date: 09/12/2025
August 23, 2025
Ms. **** *****
*************************************************;
Re: BBB Complaint #********
************ - *************
Dear *************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said you requested to cancel your mothers line and provided a death certificate, but you were still charged. You also expressed frustration with the customer service you received. You requested a refund.
On behalf of Boost Mobile, please accept my condolences for your loss.
When we spoke, I informed you that a refund of $25.57 was issued to the card ending in 0248 on August 22, 2025.Please allow 3-5 business days for processing and delivery. You accepted this resolution.
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: 09/12/2025
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:08/18/2025
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.
On August 10, 2025, I purchased a phone ********* edge plus 2023) and phone plan (unlimited premium) for a total of $126.62. Order number: 9679-129949-2140 On August 11, 2025, I received an email from boost mobile stating your order could not be delivered and it was sent back to the warehouse as the sender (boost mobile) requested the item back.I called boost mobile the same day to see why. They would not provide me with any information stating they could not provide any info. as per policy. I was told I would get a refund. As of today's date August 18, 2025 I have not received a refund. I would like a refund in the amount of $126.62.Business Response
Date: 09/12/2025
September 3, 2025
Mr. ***** ******
***********************
*************************
Re: BBB Complaint #********
************** - *************
Dear **************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said that you purchased a ******** Edge Plus on August 10, 2025, but the order was canceled without explanation. You were told you would receive a refund for the $126.42 you paid on July 23, 2025, but you have not.
A review of your account did not find an order on August *******; however, I did locate an identical order on July 23, 2025, for the same amount. We show that a $61.63 refund was issued on July 29, 2025; therefore, a refund for the remaining $66.43 is currently being processed.
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:08/18/2025
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 phone at a discount deal from Boost Mobile last November because I needed to replace a phone that would not charge. The only reason I switched my satisfactory at the time phone service provider to Boost was the deal on the phone. So instead of $800 or more, I paid $300 and change for the phone. I now own the phone. In order to get this deal, I was told it is required to start with Boosts most expensive unlimited plan, at $77 per month on my bill. I later found out the salesperson mislead me and told me after like a month or two, basically after a billing cycle, I could change to only the $25 monthly plan. That is the first issue. Secondly, I later found out that not only was that false, I must remain with Boost at the full premium plan for an entire 12 months, with no flexibility. About 3 months into my service I was dissatisfied with the strength of the signal and complete loss of signal indoors or in certain areas I never had an issue with prior with my cheaper phone service before Boost. Now at monthly payment 9 of 12 coming we reach this week. I called Boost to get the exact amount of approximately $232 it would cost to buy out the rest of my payments and release my phone early, so that I can use better service with another company for work, but Boost still gets the entire contract length of the money. Everyone wins. They refused and cited policy. I asked for a supervisor who I argued with about the difference between CANNOT vs WILL NOT for several minutes, and explained I am very dissatisfied and will never do business with them again, if they continue this way. They are unnecessarily trapping me in bad service with bad customer service even though I attempted to pay all I owe to release the phone I was told I own. Terrible business practice Ive never encountered with previous providers. What is the benefit to Boost if I am willing to pay it all vs monthly? They also need to tell the truth upon a sale.Business Response
Date: 09/12/2025
August 28, 2025
Mr. ****** ******
*******************
*********, FL 34746
Re: BBB Complaint #********
************** - *************
Dear **************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said you purchased a device with the understanding that you would be able to change your plan after your first billing cycle. However, you found that you would be unable to change it for 12 months. You want to cancel the account and take your device to a new provider,but found it was locked.
Devices purchased at a discount can be prevented from making some changes, like plan downgrades, until the device has been active on an account for a certain amount of time. As an exception,you may change your plan.
The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.
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:08/18/2025
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 tried to cancel my cellphone account on 3 different occasions during Aug 2025. All three times I have called customer service, given my credit card details to pay off the balance on my iphone. All three times I have been told "transaction did not go through" even though I have up to 8K available on that card. I have called my bank and the boost never attempted to run the card ( no declined or pending charges from boost). Today Aug 18 I called customer service again:-they refused to let me speak to a manager or supervisor -refused to transfer my call to someone else -asked for my credit card details again (i am enrolled in auto-pay, they have my card details on record and I have already provided them the details 3 times to 3 different agents)-said I could not cancel my account as I owed money on my iphone -claimed my card was the problem (its not I have 8k available on the card and Boost has never made an attempt to run it (no pending or denied transactions). I want to cancel my account before Sept ********* so it stops renewing. Boost makes it ridiculously hard to cancel an account so you forcefully have to stay with them as a cell phone provider. I am at my wits end and just want to pay off what is owed on the IPHONE ($750.00) and cancel my account asap. I greatly appreciate any support you can give me to get this done.Business Response
Date: 09/12/2025
August 28, 2025
****** ********
***********************************
******************************;
Re: BBB Complaint #********
************ - *************
Dear ****** ********:
On August 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said that you have been unable to make a final payment for your device loan despite repeated attempts. You requested to pay off your loan and port out your phone number before September 10, 2025.
A review of your account found that the device loan has been paid in full as of August 18, 2025, and your phone number was ported out on August 22, 2025.
We apologize for any inconvenience this may have caused.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
****************
****** ********Initial Complaint
Date:08/18/2025
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 visited the boost mobile store in *********** on 7/8 or 7/9/25. I took my phone that I owned in attempts to receive boost mobile service. The worker at the store, after hours trying said that my phone is not compatible and there is problems with the boost mobile sim cards she tried. I left the store that day assuming everything was cancelled. I did receive a refund for my activation fee. However a month later, autopay was still withdrawn. I never used the boost service because the worker said it did not work. Fast forward 8/14/25 at 2:13pm, autopay was withdrawn for $53.34. I called customer service for a refund due to the fact I never had boost service and the worker at the store said that my iphone 12 could not activate!!! I sat on the line with 7 agents for TWO hours for a error that was not caused by me. With no resolution. However, I was advised it had been over 30 days so no refund. I attempted to advise them that I did not know the worker activated a line even though the worker could not get the phone activated. If I had known that 30 days ago, I would have called. If the bills come out every 30 days, how would I have known that I had a pending autopay in 30 days because my autopay was not cancelled during activation? That is a boost problem and a customer could not have possible known that! **************** and manager **** with employee ID number HJR. Also stated that even though activation did not work in the **************** store worker forgot to cancel the autopay that I enrolled in while there- that I cannot receive my money back that came out for the monthly payment that came out. I also have recordings of the phone conversation of me asking for my money back. I even asked them either activate the phone or refund. I never had boost service, my phone was never activated in the store!! How does the 30 day policy apply to me? I am seeking legal action, however, this is not right and I want others to know about it before activating service with boost.Business Response
Date: 09/12/2025
August 27, 2025
Mr. ********** *********
******************
******************
Re: BBB Complaint #********
************** - *************
Dear ******************************* 18, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You stated that you went to a retail store to activate your iPhone 12, but it was unsuccessful. You later noticed an autopay charge and contacted customer care for assistance. After several attempts, you were advised to troubleshoot your device with the manufacturer. You requested the autopay payment be refunded.
Please be advised that an ***** is sent to the registered email address prior to the completion of autopay. A review of your account indicates that the call initiated from the retail store to customer care in an effort to cancel your account on July 14, 2025, was terminated prematurely, resulting in an incomplete account cancellation.Autopay has since been suspended on the account and a refund totaling $53.34 has been issued to the credit/debit card ending in 2084. Please allow 710 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
****** ********Initial Complaint
Date:08/18/2025
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.
The phone was accidentally locked and is useless now and I have called and called trying to cancel the account but I am still being charged by the auto pay and I don't have any account to turn it off , so I am being charged every month for service I don't have, also I have filled a complaint with the *** , I just want the money I was charged for the last 3:months this was charged with out my consentBusiness Response
Date: 09/12/2025
August 26, 2025
Mr. **** ********
*************************************************************************************;
Re: BBB Complaint #********
************** - *************
Dear ****************************** 18, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said that you continue to be charged after your phone was accidentally reset three months ago, and you were unable to close your account and stop the billing because you cannot pass account verification. You would like a refund for the last three months.
Please note that if a customer is unable to verify their account by receiving a PIN, we offer an alternative method by generating questions from their credit report. If this information is not accurate, we suggest contacting the credit bureaus to update it.
A review of your account reveals that you contacted us on August 18, 2025, verified your account and removed autopay. If no payment is made by your due date of September 16, 2025, your account will be disconnected.
As the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable, your refund request is denied.
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
****** SteffaniCustomer Answer
Date: 09/15/2025
Complaint: 23760667
I am rejecting this response because:
Sincerely,
**** ********Initial Complaint
Date:08/18/2025
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.
Business is advertising ***** Iphones at discounted rates if new customers bring over old number or come as new customer. Went to purchasd phone and was told does not see that deal and then asked to provide proof. screen shots attached are what I provided and store clerl stated they dont have that deal yet , but it has been being advertiswd kn commercials on television , in store on their screen and posters. store refused to provide me with a receipt for what was showing in his system , denied to speak with manager and just denied to honor deal that is posted. This continues to happen where there are advertised deals with proof that theh refuse to honor. iphone 16 pro was stated to be 960 after paying for plan althouhh advertised as free with infinite access plan Iphone 15 woud have been around 475 although advertised as 99$Business Response
Date: 09/15/2025
September 3, 2025
Ms. *** ******
******************************;
Re: BBB Complaint #********
*************
Dear **************************** 21, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.
You said that we advertise iPhones at discounted rates for new customers. You visited a retail store to take advantage, but the personnel told you these offers were not available. They also refused to escalate your concerns.
My attempts to contact you at ************** on September 2 and 3, 2025, were unsuccessful, but I left a voice message with my contact information. I also sent an email to you at ************************ with a request to contact me.
Boost Mobile retail stores are independently owned and operated, as such they set their own individual policies and procedures regarding products and services.However, I will forward your complaint to our store escalation team for an internal review.
You can find another store location by using the search function here, ****************************************************************, or you can access offers online.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********
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