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
- 4,973 total complaints in the last 3 years.
- 1,510 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:06/10/2025
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.
I am filing an urgent complaint against Boost Mobile for unauthorized actions, including a severe breach of my minor childs personal information, causing significant distress. I demand an immediate investigation.On April 18, 2025, I visited Boost Mobile at ****************** and switched my phone service stemming from deceptive practices. On June 9, 2025, I discovered my minor child's SIM was swapped to **** Prepaid without my consent, I was charged $20 a month for unrequested insurance (with a $5 per phone insurance removal fee), and an email account was created without my permission. Critically, one affected phone belongs to my minor child, making this data breach particularly alarming. My bank statement shows a $550 charge from Boost Mobile at *********************** (a Total Wireless location), while Boost claims only $120 was charged on my account, there is a $430 discrepancy. I never provided my external banking information but Boost Mobile set up auto pay on my showing obvious access to external banking information. These actionsunauthorized SIM swap, insurance charges, email creation, and fraudulent billing especially involving breach of a minors dataviolate consumer protection laws and require immediate investigation to prevent further harm. Please take immediate action.Business Response
Date: 07/09/2025
July 1, 2025
Ms. **** *****
*****************************************************
Re: BBB Complaint #********
************** - *************
Dear ************************* 19, 2025, we received your complaint, dated June 10, 2025, filed with the Better Business Bureau.
You said that you went to a Boost Mobile retail store and paid $550.00 for a device and service. However, your Boost Mobile account only reflects a payment of $120.00. Due to this, you did not pay your bill and your service was suspended. You also mentioned that your account was enrolled in ******* without your permission, and you maintain that we refused to allow you to port out your phone numbers. You requested a refund.
My attempts to reach you by phone and email on June 4 and 5, 2025, were unsuccessful.
The reason your account only reflects a $120.00 payment is because that is what you paid towards the service. Boost Mobile retail stores are independent and therefore, devices and accessories purchased will not reflect on your Boost Mobile account. Our records show that your account was enrolled in ******* during activation.
Boost Mobile does not have the ability to block your phone number from being ported to a new provider.However, in order to port your phone number(s), your account needs to be active. Once it is active, you will be required to give your new provider your account number **************** and a port-out PIN. The PIN can be obtained by contacting customer care.
The ******************** terms and conditions disclose that payments remitted to Boost Mobile are final and non-refundable;therefore, 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
****** ********Initial Complaint
Date:06/09/2025
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.
n January 2025, I called Boost Mobile customer service to ask about unlocking a phone I legally purchased through ****. The phone is not blacklisted, is fully paid for, and I have had it in my possession since I purchased it. A Boost Mobile representative told me that the phone would be eligible for unlocking in April 2025 and advised me to wait until then to complete the unlock.I followed that advice and waited. However, when I called again on June 9, 2025, I was told that the phone would not be eligible for unlocking until January 2026 a full year after I originally called, and far beyond what I was told earlier.This feels dishonest and unfair. I relied on Boost Mobiles instructions and waited in good faith. Now they are changing the unlock timeline with no accountability. The phone meets their stated requirements, and I have complied with everything I was told.I am requesting that Boost Mobile unlock my phone now, as originally promised, and that they review this situation to ensure customers are not misled by inaccurate or inconsistent information from their support staffBusiness Response
Date: 07/01/2025
June 18, 2025
Mr. **** *******
****************
*****************
Re: BBB Complaint #********
************** - *************
Dear *************************** 11, 2025, we received your complaint, dated June 9, 2025,filed with the Better Business Bureau.
You requested that your device be unlocked because you purchased it outside of Boost Mobile. You expressed frustration with the customer service you received, as you were provided with two different unlock eligibility dates.
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 that the Boost Mobile SIM card is inserted.
Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
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
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:06/09/2025
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.
I order phone phone from boots mobile company as i have account with them on 05/18/2025 until now phone has not shipped they just keep filling some tickets and telling me wait nobody is able to answer question why it was not shipped or what is the problem , in contract it say shipped within 72 hrs , as they can not give me any answer i ask to cancell and refund money but they refused that they still investigating , i made contact many times vis chat phone nothing just keep telling me they investigating Order History Your Order history shows any purchases made on your ************************ $888.09 05/18/2025 inProgress Apple iPhone 16$829.99 Shipping and Handling$0.00 Discounts$0.00 Taxes$58.10 Total Amount$888.09Business Response
Date: 07/01/2025
June 18, 2025
***** *****
********************************************************************;
Re: BBB Complaint #********
************** - *************
Dear ***** *****:
On June 9, 2025, we received your complaint, dated June 9, 2025,filed with the Better Business Bureau.
You said that you ordered your device and when you inquired about the shipping, you were told that we are investigating it. You decided to cancel the order and requested a refund.
A review of your account reveals that we met your request to cancel the order. A refund was issued on June 12, 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
****** SteffaniInitial Complaint
Date:06/09/2025
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.
Over the last ************************************************************************ contact with boost Mobile numerous times over the last 30 days. June 6th I called into boost in the morning and ended up a calling in a total of 17 times that day in an attempt to try to resolve why I am no longer receiving text messages I am able to receive third-party spam texts but not text messages from actual phone numbers. Boost told me that they would work on it they had me go through multiple steps and trying to reset my phone from my own end including dialing a star pound number along with going into my phone's connection settings and ensuring that my phone's call network settings and everything are in the right places. I had a representative tell me that they were going to reset my network that I needed to turn my phone off leave it off for a minute and then turn it back on and it should reset the network I did so it did not fix the problem I called back in to be told by another person that no reset was ever done the last person didn't even leave any notes about what they were even doing. My family has experienced severe tragedies in the last 14 days My mother had a heart attack and I was not able to be notified because I do not receive text messages and my mom was in the hospital and unable to call out. On Thursday June 5th my father was in a severe car accident with my two children and again I was not able to be informed of this accident because within a hospital most phones don't work as far as phone calls go My father sent a text out to me about what had happened and I was not informed because I am not receiving text *********** father is dealing with internal bleeding and is going to have to have surgery I had to end up getting a call from the hospital telling me I needed to come in and get my children to then being finding out what exactly had been happening and I was never informed because again I do not receive text messages.Customer Answer
Date: 06/24/2025
Been fighting with boost Mobile to be able to receive texts as it's a service I pay for and do not receive. I was called today 6/24/25 by a corporate representative. The lady stated that my issue is not with boost as they have no issues and my issue is coming from other people's cell network not allowing the texts to go thru. That is a very bold lie as tech support has told me it's on their end and corporate is not wanting to take accountability and trying to pass off an existing issue they have had for 10 months on another carrier instead of fixing this issue. No acceptable resolution was offered, I was told I can pay the phone off and go somewhere else or I needed to contact the other cell company's and tell them it's a problem on their end. 2 months now that I have not had the ability to receive texts and that's the response from corporate. Still don't have texts
Desired Resolution:
Repair
Business Response
Date: 07/03/2025
July 2, 2025
Ms. ***** ******
***********************************************************
Re: BBB Complaint #********
************ - *************
Dear ************************** 9, 2025, we received your complaint, dated June 9, 2025, filed with the Better Business Bureau.
You said that you have been unable to receive text messages over the last 30 days and customer care was unable to resolve your issue after troubleshooting. You are requesting your issue be resolved.
Our records show that you are currently working with a Technical Case Manager to resolve your issue. If you have further questions or would like an update, please call **************. A credit of $10.00 was also applied to your account on July 1, 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
****** ********Initial Complaint
Date:06/08/2025
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 switched to boostmobile 3 months ago because they advertised ***** per month for 3 months, "bring your own phone and switch to boostmobile" I did exactly that, but was never charged ***** per month. They said I purchased phone through them...so I'm not eligible. I did not purchase phone through them, only services at ***** per month.Business Response
Date: 07/01/2025
June 14, 2025
****** *********
*************************************************************************************************
Re: BBB Complaint #********
************** - *************
Dear ****** *********:
On June 9, 2025, we received your complaint, dated June 8, 2025, filed with the Better Business Bureau.
You said that Boost Mobile advertised $15.00 a month for the first three months, but you were billed the full ********* stated that you contacted customer service and were told that you are not eligible for the offer based on where you purchased your device.
A review of your account reveals that you activated your account through a ******************** store and the offer you refer to is an online offer only. Please refer to ********************************************. Boost Mobile store are independent and set their own policies and procedures. However, in the interest of customer service, I applied a credit of $37.50 to your account to offset $12.50 a month for three months. We regret any confusion.
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:06/08/2025
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.
I ordered a phone from Boost Mobile in January 2025 and used it for about one month before the service was suspended. I recently received an email requesting payment for the suspended device. I paid the balance of $266.98 today (6/8/25), but the service was not restored.I contacted customer service and was informed that the service had been disconnected for over 90 days. When I asked why I wasnt notified via email or mail about returning the device or any additional charges, I was told it was part of the contract. However, the only information displayed on my account was the $266.98 payment to reactivate servicewhich, according to the agent, was incorrect.Despite this, I was told the situation was my fault. I was then informed that I would need to pay off the full cost of the devices before the service could be reactivated. I no longer want the device, as I was unable to use the service. Unfortunately, they refused to resolve the issue and insisted I must still pay for a device I barely used and a service I was never able to fully access.Business Response
Date: 07/03/2025
July 1, 2025
Mr. **** *******
*********************************************
******************
Re: BBB Complaint #********
************** - *************
Dear *************************** 9, 2025, we received your complaint, dated June 8, 2025, filed with the Better Business Bureau.
You said that you purchased a phone and used it for approximately one month before the service was unexpectedly suspended. You stated that you received an email requesting a payment for $266.98 for the device, but the service was not restored after the payment was made.
You filed this same complaint with the ********************************* and the Massachusetts Consumer Protection Program.
A review of your account history shows that you made a payment on February 22, 2025, for $139.21; however, you did not make another payment until the aforementioned $266.98, on June 8, 2025, which was 106 days later. Due to the amount of time that passed, you surpassed the allowable return timeframe of 30 days. This also caused the service to be suspended and there is no guarantee that the phone numbers are still retrievable.
In addition, you have two phones financed on your account, with balances of $833.31 and $1,000.01. These balances must be paid in full and the contracts fulfilled before they will be unlocked for use on another carriers platform.
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: 07/03/2025
Complaint: 23440322
I am rejecting this response because:While I acknowledge your statement that my account showed a payment on February 22, 2025, and a subsequent payment of $266.98 on June 8, 2025, I must emphasize that at no point was I properly notifiedby mail, email, or phoneof the consequences of missed payments, including service suspension or acceleration of the full device balances.
The email I received only mentioned a service suspension but did not explain that suspension would result in an immediate obligation to pay the entire remaining balance on my devices. This is a material omission and deprived me of the opportunity to address the issue under fair terms.
Furthermore, after I made the payment of $266.98 on June 8, 2025, my service was not restored, and no additional communication was provided to explain the reason or next steps.
Regarding the assertion that I exceeded the allowable 30-day return period, I was never informed of this timeframe or how it applied to my account or devices.
Additionally, I dispute the claim that I must pay the full outstanding balances of $833.31 and $1,000.01 on my financed phones before any unlocking can occur, especially given the lack of proper notification about this requirement.
Due to these failures in communication and lack of transparency, I request:
1. A reconsideration of the accelerated device balance demands.
2. Restoration of my service or a clear explanation of any outstanding obligations.
3.Clear, timely, and comprehensive communication regarding my account status and options moving forward.Thank you for your attention to this matter. I look forward to your response.
Sincerely,
**** *******Business Response
Date: 07/15/2025
July 15, 2025
Mr. **** *******
*********************************************
********, ** 01886
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** July 10, 2025, we received your rebuttal, dated July 10, 2025, filed with the Better Business Bureau.
You disputed my response because you said that you were never properly notified the balance of each device would be due and payable once the account is suspended/canceled. You requested an explanation as to why service was not restored after you made a payment, reconsideration of the device payment demands, service restoration and clear communication of your account status going forward.
A review of your account found that you were sent no less than 90 notifications through email and SMS text messaging from January 4, 2025,to June 8, 2025. The content of each message would pertain to the reason it was sent. All other matters are covered in our Terms and Conditions (T&Cs),which you would have had to agree to before the account could be opened or financing could occur. In addition, you electronically signed and agreed to the financing terms. Enclosed are copies of these financing agreements for your review. The notification history, and other relevant information, can be obtained with a subpoena. You can view our T&Cs by visiting: *********************************************************************.
An account must be reactivated within 90 days from the date of suspension; therefore, a new account, with a new number would need to be opened. Please note, financing agreements cannot be transferred from one account to another. In addition, a financed device cannot be paid in full and refinanced on the new account.
As stated in my response to the complaint filed with the ******************************************************, and my conversation with their representative, I agreed to reduce the outstanding balance of each device by $200.00.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Enclosures (2)
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/07/2025
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.
After spending nearly four hours on the phone with Boost Mobile, I was finally able to port my 2 phone numbers away and close my account. Turns out they didn't close my account and continue to bill me for both lines (even though they have no attached phone numbers!). When I call to rectify this, they make me wait and often hang up on me.Business Response
Date: 07/01/2025
June 18, 2025
Mr. **** ******
*************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ************************** 9, 2025, we received your complaint, dated June 7, 2025,filed with the Better Business Bureau.
You said that you ported out both of your phone numbers, but you continue to be billed.
My attempts to contact you by phone on June 14 and 18, 2025, were unsuccessful; however, I left a voice message.
A review of our records show that you have an active account with a line ending in 7202. This has been a single active line for over a year. We have no record of a port-out request for this line. When a phone number is ported out of our network, the corresponding account is automatically closed.
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:06/07/2025
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.
Boost mobile keeps sending me marketing emails and texts stating Im eligible for an upgrade for my line ending in ***** For iPhone 15. Its for in store purchase. I drove 50 mins to the closest boost location and was told its for new customers only. I showed the many emails stating that the promotion my line ending in 4605. The clerk at the store stated it was an error. But offered me an older iPhone at that price. I stated that sounds like bait and switch. I then called the customer service for ********************** and was told the email was sent in error but offered to credit me ***** on my account. I denied the credit and stated I wanted the phone that was marketed to me. They said no and will work with stopping the many emails sent in error.Business Response
Date: 06/30/2025
June 26, 2025
Ms.******** *******
******************
*******,SC 29671
Re: BBB Complaint #********
************ - *************
Dear *************************** 9, 2025, we received your complaint, dated June 7, 2025, filed with the Better Business Bureau.
You said you received emails advertising that you are eligible to upgrade your device to an iPhone 15 for $99.00. However, you were informed this promotion is for new customers only, you were offered an older device and denied a $15.00 credit.
I confirmed the promotion you received is valid and you are eligible to upgrade your iPhone 15 for $99.00. You can visit the following stores in your area to initiate the upgrade:
**************************************************
*************************************** *************************
********************************************
Present the store personnel with the email you received to redeem the promotion. Please note, the device may not be in stock so do call ahead of time. This promotion ends on June 30, 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
****** ********Customer Answer
Date: 06/30/2025
Complaint: 23438078
I am rejecting this response because:This shouldnt have happened in the first place. Why would I now want to get the advertised item at the rate I was advertised originally after wasting an afternoon, and involving the bbb.
the device is on sale at many other carriers for the same deal and even better if I was to switch now as a new line.
Also, the stores are not close so I would again have to take a drive out of my way on a day off, and hope that everyone is on the same page. Thats if the device isnt sold out. I originally showed the advertisement to the stores and they said no So Im not taking the time, gas, and energy to try this again.
at this point, I feel boost should be doing better then just allowing the original sale price after a month.
Sincerely,
******** *******Customer Answer
Date: 07/07/2025
Since boost advertised an iPhone 15 for 99 and had issues with marketing, I expect boost to honor their deal. They tried to in previous correspondence but that sale was ending in 4 days. Now that the phone is often sold out and the iPhone 16 is the newer model, I would like boost to sell me the iPhone 15 at the advertised original price of *****. I also want them to mail it since I do not want to deal with going into their stores which are far from my house in hopes the stores have the stock and honor the deals. Boost can also credit my account a courtesy credit of ****** for the hassle of all this.Business Response
Date: 07/11/2025
July 11, 2025
Ms. ******** *******
******************
*******, SC 29671
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** July 10, 2025, we received your rebuttal,dated July 10, 2025, filed with the Better Business Bureau.
You rejected our response requesting Boost Mobile sell you an iPhone 15 for $99.00 and indicated the stores were often out of stock during the promotional period. You requested the device be mailed to you and to receive a credit of $100.00.
As previously stated, we cannot guarantee stock, which is why you were encouraged to call the store ahead of time.Additionally, the promotion also stated, "while supplies last". The promotion has since expired as of June 30, 2025, so the stores can no longer sell you the iPhone 15 for $99.00. You can find other promotional offers online.
Your request for Boost Mobile to send you the phone by mail or provide you with a credit is declined.
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: 07/11/2025
Complaint: 23438078
I am rejecting this response because:I attempted to purchase the device during the beginning of the promotion over a month ago and was denied and lied to by your stores and your customer service department when they told me it was a marketing error I was told I can pay 599 for the phone or buy an iPhone 12 for 99.99
days before the promotion ended you had the better business bureau send me an response saying I can call around and shop for the phone, and go to the store to try again and to show them the email from you. In hopes they honor it. Well, they didnt honor it when I showed them the many emails boost emailed me and the texts saying my line was eligible for the promotion. I do not ****** and like my time wasted. Boost did that to me when I set out to get the phone. I also didnt receive that response until June 30th from the better business bureau which would have been too late since the stores close at like 6pm and the email came right around at that time.
Another reason I rejected the initial offer was because all you offered was to honor the original sale. Nothing for wasting my time or having your stores either lie, or not stand by their marketing campaign. Bad business in my opinion.
So, Boost lied with their marketing or doesnt know whats its doing when shoppers go to a store to buy the advertised item, and calls the customer service hotline.
Sincerely,
******** *******Initial Complaint
Date:06/07/2025
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 May 11th I purchased a phone online through boost mobile carrier. After receiving email confirmation about the order I waited a couple of days for a shipment email confirmation and noticed i never received one. By Friday May 16th I made a call to the customer service team to get feedback and details about the delayed shipment. On that call I was told extra identity verification was required as I provided that needed Information I would told I should be expecting a shipment email in 2-5 business days. On May 20th I made another call because I have yet to receive an email about my phone being shipped. It had been several business since the last call and I was told by the supervisor that they have to send a ticket to another company to see if the phone could be located. I then was told it could take up to 5 business days for a response. 5 or more business days go by and it is now May 27th another call in and another 5 business days I am told to have to wait. It has been over 20 business days I have asked for updates I have asked for a refund I have asked to speak to HR I was told the ticket that they sent out about my phone had been open 13 hours ago as I had to make ANOTHER call for the 6th time and Im still getting the same results. No phone , no refund , no explanation. This is completely unacceptable and terrible customer service. I am filing this complaint In hoping to get this situation resolved as soon as possible.Business Response
Date: 06/30/2025
June 17, 2025
Santrista Ray
********************************************************************
Re: BBB Complaint #********
************** -2025-06-11696
Dear Santrista Ray:
On June 9, 2025, we received your complaint, dated June 7, 2025, filed with the Better Business Bureau.
You stated that you purchased a device, but you did not receive it after several weeks. You requested a refund.
A review of your account found that when you spoke with customer service, a ticket was created to research the unexpected delay. The ticket resolved the matter and your device was delivered on June 12, 2025, and it is currently active. In the interest of customer service, a credit for one month of service has been added to your account.
We regret any inconvenience experienced.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/07/2025
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.
Complaint Title:Account Sent to Collections After Boost Mobile Refused to Let Me Cancel Without Phone Access Complaint Description:I had a prepaid Boost Mobile plan to keep my U.S. number active while working abroad. A few months ago, while in the ***** my iPhone suddenly stopped working. I went to Best Buy and was told the phone was beyond repair.I visited a Boost Mobile store to finance a new phone and continue service. However, the associate said she needed to send a verification code to my old phonewhich was completely dead and used an eSIM. I couldnt receive texts or access the device in any way.Customer support asked for a ******* PIN I dont recall ever setting. When I couldnt provide it, they transferred me to security and asked me strange questions like What color is your ***** (*** never owned one) and to identify unrelated addresses. I failed the security check and was told the only way to access my account was through SMS or the PIN.Despite offering my ID, Social Security number, passport, and the credit card used to pay for the account, I was denied any other path to verify my identity or close the account. I had no choice but to cancel the card tied to the account to avoid being charged for a service I could no longer **********, five months later, Ive been notified that Boost Mobile has sent my account to collections. This is unacceptable, as I was locked out of my account due to a non-working phone and was not offered any reasonable alternative for account recovery.I am requesting:1.Removal of my account from collections.2.Reversal of any impact on my credit report.3.A review of Boosts account recovery policies for customers without device access. 4. Deactivation of my Boost Mobile account I made every good faith effort to resolve this and should not be penalized for an issue caused by a dead phone and inflexible policies.Business Response
Date: 06/30/2025
June 19, 2025
Ms. **** ******
*********************************************;
Re: BBB Complaint #********
************ - *************
Dear ************************** 9, 2025, we received your complaint, dated June 7, 2025,filed with the Better Business Bureau.
You said we would not cancel your account because you were unable to verify it. You expressed frustration with this process. You also expressed concern your account balance was sent to collections.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.
As a courtesy, I waived the remaining balance of $53.36 on your account. I requested this be removed from collections. Please allow 6-8 weeks for this to be updated on your credit file.
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
****** ********
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