Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Mobile Phone Service.
Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,003 total complaints in the last 3 years.
- 1,489 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/11/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had canceled my phone plan prior to my September 11th re-up because I had moved states to alaska. I thought the plan was canceled, I had my phone unlocked by boost, and traded my phone in for a new phone. Fast forward to today 9/11/2023 and I was charged again. I get in contact again and they said no note was left to cancel service. I asked to cancel again and for a refund and they canceled but refused to give a refund.Business Response
Date: 10/06/2023
September 16, 2023
***************************
*********************************
*********, ** 99712
Re:BBB Complaint #********
119888245035 - *************
Dear ********************:
On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
You said that you canceled your account prior to your September 11, 2023, billing date. You indicated that the same day you received a charge from Boost Mobile and customer care informed you no refund could be provided. You requested a refund.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
Our records indicate that on September 2, 2023, you requested your device be unlocked. Your account does not reflect any cancelation requests were received prior to September 11, 2023.
We respectfully decline your request for a refund, as we are unable to validate your claim that you requested your account be disconnected prior to September 11, 2023.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************;Initial Complaint
Date:09/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/7/2023 I called Boost Mobile to transfer my phone number. I was told that that my number would be transfered by noon the following day. Here it is four day's later and Boost Mobile still has NOT released my phone number. Let's see you or you business go without phone service for four day's. No thank YouBusiness Response
Date: 10/06/2023
September 22, 2023
*****************************
**************************************************************
Re:BBB Complaint #********
*************
Dear ********************:
On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
You stated that you have been trying to transfer your service to another carrier, but you were unable to. You requested no further contact with Boost Mobile.
Our records indicate that you successfully ported your service to another carrier.
If there are further questions or concerns about this issue, please feel free to contact our customer care department at ****************.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:09/11/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have tried to contact the company multiple times by phone to cancel my service. Each time there is an extreme wait time and never anyone who answers. You cannot cancel ******************. I have tried their chat option- you cannot cancel there. There is no email.I am charged and recharged monthly fees but cannot cancel!Business Response
Date: 10/06/2023
September 16, 2023
*******************
W2952 Beech St
************, ** 49781
Re:BBB Complaint #********
*************
Dear *************:
On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
You stated that you have been trying to cancel your account, but you have been unable to do so due to the long wait times. You requested a billing adjustment.
Our records do not indicate that you have a Boost Mobile account; however, your DISH Network account was disconnected on September 11, 2023.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:09/11/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My services were cut off on 9/10 by boost. But on ,9/8 boost took out ***** from my account but it was not applied to my bill. My bank gave me the authorization # for that transaction. I need this investigatedBusiness Response
Date: 10/06/2023
September 23, 2023
*******************************
304 *********.
*******, ** 27886
Re:BBB Complaint #********
305480565091 - *************
Dear ****************:
On September 14, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
You claimed Boost Mobile took a payment of $58.29 from you and it had not been applied to your bill. You stated that your service was shut off on September 10, 2023.
My attempts to contact you on September 21 and 23, 2023, at ************** were unsuccessful. I also sent an email to ***************** with a request that you contact me.
There are no records of a payment of $58.29. Our records show the last payment was on September 12, 2023, for $62.00, which went towards your monthly service.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:09/11/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spent $287.70 at the Boost Mobile store on *******************, in Warminster, **,on a ******** Moto g 5G phone, case and screen protector in store because the store owner told me the plan was $50 for the first month and $15 from the 2nd month on. The store owner made me come back to the store twice more on 9/1/2023 and 9/8/2023, saying he would then be able to adjust the plan. In the end, when I would get there he would say that he couldn't adjust the plan or refund me for the phone. The phone also had a bad battery and he would not replace it or the phone.Business Response
Date: 10/16/2023
September 29, 2023
*********************************
408 **********.
******, ** 19002
Re: BBB Complaint #********
*************
Dear ********************:
On September 20, 2023, we received your complaint, dated September 11, 2023, filed with the Better Business Bureau.
You stated that you purchased a device and some accessories at a Boost Mobile retail store. You said you were told the first month of service would be $50.00 but it could be lowered to $15.00 per month after that.You found this was not true. You also stated that the battery in the device seemed to be weak.
All Boost Mobile retail stores are independently owned and operated. We are therefore not able to issue a refund for your purchase.
I sent an email to you at ************************* requesting a copy of the receipt for the purchase. If you can provide the receipt, I will forward this information to our retail store liaison office for review. Please reply to the email with a copy of the receipt attached.
There is currently no option to change your service to a lower priced plan. We regret any inconvenience this may have caused. Our records show you were given a $50.00 credit, equal to one free month of service, as compensation for this issue.
You device should have a manufacturers warranty. Please contact the manufacturer for assistance with the battery replacement request.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/10/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My ************************* was switched over to Boost Infinite during a company transition. I was sent an email explaining that I was going to be able to keep my number, get upgraded to 5g data, and that I'd get to keep my current phone. The email also explained how to get started and how to activate my new sim card. On Sept 5 I followed the instructions to switch my over but when I finished I was no longer able to send calls or texts, and even though it said I still had my 4g data I was unable to access it or use the internet/my apps without wifi on. It took three days, four customer service agents, and advanced IT to finally figure out and tell me that the reason my phone didn't work, despite setting everything up correctly, was because my current phone wasn't compatible with their systems. They told me that my best bet to having a working phone was to purchase one from their website. I asked If i'd be able to get a discount since buying a new phone wasn't in my budget and it was advertised that I'd be able to take my previous phone with me in the transition, the current agent I was speaking to said that he was not authorized to say, but that the best they would probably do is a $5 credit. I asked to be transferred to someone more authorized so we could figure out a solution, and after some hesitation was eventually transferred to a supervisor. The supervisor asked what he could help me with and when I went on to explain my issue I was "disconnected", I imediatly called back and asked to be transferred back to that supervisor and was told that he'd call me back in five minutes, two days later I have yet to recieve any calls.Customer Answer
Date: 09/15/2023
I recieved a call from a Boost Infinites Sr. Corporate Case Manager, and was told that the best they could do is either give me my phones information so I can port my number to a new phone provider or that I can buy one of their phones. I'm still not happy that there was no disclaimers that customers may not be able to bring their phones/numbers with them, and I'm even more unhappy that the only actual resolution is to just take my business elsewhere. This has been a huge time consuming inconvenience leaving me without a a working phone for almost two weeks now. I doubt I'm the only one this is happening to and they should have had an acceptable plan in place in case this issue came up.Customer Answer
Date: 09/15/2023
I recieved a call from a Boost Infinites Sr. Corporate Case Manager, and was told that the best they could do is either give me my phones information so I can port my number to a new phone provider or that I can buy one of their phones. I'm still not happy that there was no disclaimers that customers may not be able to bring their phones/numbers with them, and I'm even more unhappy that the only actual resolution is to just take my business elsewhere. This has been a huge time consuming inconvenience leaving me without a a working phone for almost two weeks now. I doubt I'm the only one this is happening to and they should have had an acceptable plan in place in case this issue came up.Business Response
Date: 09/15/2023
September 15, 2023
*************************************
************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On September 11, 2023, we received your complaint, dated September 10, 2023, filed with the Better Business Bureau.
You stated that you were migrated over from Republic Wireless. You were sent an email saying that you will not have to upgrade your device, you would retain your current phone number and receive 5G data, but after following the steps given, your service did not work.
I made attempts to contact you at ************** and I emailed you instructions on how to update your APN settings on the device, which may fix the issue.
A review of your device (Stylo 5) shows that it is data-limited to 4G speeds. We apologize that you were misinformed otherwise. A credit of $37.68 was applied to your account on September 5, 2023, to cover a month of your service.
If you have further questions or concerns, please feel free to contact me at **************.
Sincerely,
*****************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******, ** 80210
*********************Customer Answer
Date: 09/15/2023
Complaint: 20582540
I am rejecting this response because: I longer wish to do business with this company and I'm currently in the process of cancelling my plan with them. The way Boost Infinite is handling this issue is completely unacceptable.
Sincerely,
*********************************Customer Answer
Date: 09/15/2023
After to speaking to a lovely lady when trying to cancel my phone plan with Boost, she let me know that their was an option offered to migration customers where a new phone was provided through the Republic Wireless help line. She was able to transfer me and after speaking with them I now should have a new phone. It would have been nice If Sr. ********* Case Manager would have mentioned this I'm sure a headache would have been avoided for both parties.Initial Complaint
Date:09/10/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile activated an account for my son who is 17yes old without parent or legal guardian permission.Business Response
Date: 10/06/2023
September 20, 2023
*************************
******, ** 85382
Re: BBB Complaint #********
*************
Dear *************************:
On September 13, 2023, we received your complaint, dated September 10, 2023, filed with the Better Business Bureau.
You stated that your son set up an account with ********************, but he is a minor and did not have parental permission to set up the account. You requested that the account be closed and that any payment made be refunded.
Boost Mobile is a pre-paid service and therefore does not require a contract or parental permission to activate an account. No action can be taken in this case.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/10/2023
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.
In June I start dating service with Prince ********************** but the service was unsuccessful. I immediately canceled in June and asked for a refund of my money. They charge my account on September 10th for $26.13. This isn't the first time they have tried to charge my checking account. I have already contacted the multiple times and they assured me that my account was canceled and this would not happen yet they continue to charge me. I want a refund of my money from this companyBusiness Response
Date: 09/15/2023
September 15, 2023
*****************************
***********************************
******, ** 46342
Re: BBB Complaint #********
************ - *************
Dear ******************:
On September 11, 2023, we received your complaint, dated September 10, 2023, filed with the Better Business Bureau.
You stated that you disconnected your service in June 2023, but you continue to be charged.
As I informed you previously, your account will be canceled on September 24, 2023. A refund of $52.26 has been issued as an exception. Please allow seven to ten business days for processing.
I apologize for any inconvenience this may have caused.
Sincerely,
*****************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** /******* Better Business Bureau
*******************************************;
******, ** 80210
*********************Customer Answer
Date: 09/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:09/09/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Several weeks ago we had service to my daughters cell phone on our family plan suspended as her phone was lost. We recently found and called in 9.8.2023 to have that service restored. At the conclusion of the call the representative stated that the service restoration request was submitted successfully and that we simply needed to wait up to 24 hours for service. We waited just about 30 hours and then called back in on 9.9.2023. After sitting on hold for several minutes the new representative stated that we would need to wait 72 hours then placed us back on hold. When he returned he said it would only take a couple of hours and then placed us on hold again. Finally, he returned to say that they had no access to their system and was uncertain as to when our services would be accessible, asking that we call back after a few hours. Our bill is before time every month so there is no legitimate cause for service disruption. We would like service restored to the line posthaste and a credit applied for the time that service continues to be inaccessible. The specific line on our account is ************Business Response
Date: 10/03/2023
September 27, 2023
*********************************
1863 *******************.
*******, ** 30228
Re: BBB Complaint #********
************ - *************
Dear ********************:
On September 13, 2023, we received your complaint, dated September 9, 2023, filed with the Better Business Bureau.
You stated that you had your daughters service line suspended when her phone was lost. When you requested the restoration of the line after the phone was found, it is still without service. You requested that we restore the service line and provide a billing adjustment.
A review of your account shows that the service line in question has been restored and is consuming network resources as expected. As a courtesy, I applied a one-time credit of $50.00 to your Boost Mobile account.Please allow ************************************ your account balance.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/09/2023
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.
For the last 4 months I have been struggling to use my service with boost mobile. My bill is due by the 1st of every month at a cost of $80/month. Before the issues began once I payed, my service and data would refresh immediately as would the other device in my family plan. As of the last 4 months I have experienced prematurely throttled Data and Hotspot, and poor call quality. I have reached out to customer service during these times & have found that customer service can't provide any real support when you have issues. I was hung up on by 5 representatives in a row when I asked for my service to be repaired and to be compensated. Representatives place you on hold and disconnect the call if your problem is too difficult. Each time I've called I've been told that a ticket was placed for slow connection and poor call quality/ no ************ to be resolved, constantly being told "call back in ***** hours" only to call back and find out that no ticket was ever even made. Their have been at least 9 instances of this happening. At this point I would like my services repaired by Boost Mobile, I would also like to be compensated for 4 months of service. I feel this is only fair as I have been given such a run around by representatives and experienced such poor quality service. In the most recent instance (September 1,2023), a ticket was placed on the other line in my plan because the Hotspot/data did not start over, this issue was fixed by the company but my phone slowed down immediately after the other line was fixed, boost has yet to resolve this, I went from 40GB of data to 0GB in less than 24 hours, today is 9/9/2023 and this problem has not been resolved. The representatives keep telling me that I cannot be compensated because although the data is slow it is still being used, this is not how business works, I'm paying for 4/5g receiving 3g. I have been a customer since 2015, please rectify this.Business Response
Date: 10/03/2023
October 2, 2023
*****************************
****************** 13-E
******, ** 29526
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 13, 2023, we received your complaint, dated September 9, 2023, filed with the Better Business Bureau.
You said that your data was not being restored with the renewal of your monthly billing cycle. You also expressed concern about the level of customer service you received.
A review of your calls to us revealed that tickets for this issue were entered.
I found that, while calls were dropped due to system issues,there is no indication that agents were hanging up on you, and most calls were not concluded on Boost Mobiles end.
A review of your account shows that your data has been reset and is being used normally. I applied a one-time $50.00 credit to your account as a courtesy.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.