Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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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
- 4,999 total complaints in the last 3 years.
- 1,490 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:09/09/2023
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.
Order number: **************** Contacted Ticket numbers ******* & ******* I am an existing customer at ****************** and when I ordered a phone, I accidentally paid new monthly service as a mistake. When I contacted boost mobile to just to refund the monthly bill (not the phone) to my account, they submitted a claim for my refund. Its been 3 times the requested refund got rejected. Boostmobile make it so hard to get a simple refund I paid extra for the phone bill.Business Response
Date: 10/06/2023
October 2, 2023
Khin Mar ***
***************************************-D
**** Park, ** 11374
Re:BBB Complaint #********
264674700831 - *************
Dear Khin Mar ***:
On September 15, 2023, we received your complaint, dated September 9, 2023, filed with the Better Business Bureau.
You said you inadvertently made a payment by mistake. You requested a refund, but it was denied.
Your complaint was filed on September 9, 2023; however, a refund was issued on September 2, 2023. This process can take up to 12 business days to complete, so you should have received it just after you filed this complaint. If you have not received it, please contact Boost Mobile ************* at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:09/08/2023
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.
the phone was lost I called boost and the guy said let's suspend the line he did it and then I went to my a insurance claim and the the insurance people after 2 to 3 weeks they tell me that since the line was suspended that I can't claim insurance and to get the line turned back on so then I call boost and they tell me they will fo it within 24 to 48 hours that has now been 2 weeks ago and they keep telling me we are working on it but with no result I'm paying for 3 lines and have been with boost for over 3 years I need this line turned back on so I can do the claim and I also should get a month of service free for boost and the insurance people should know how to do this I've never been treated like this and I think it absolutely ridiculous my phone # is ************ I need to get this resolved today please .. thank youBusiness Response
Date: 10/03/2023
September 19, 2023
*******************************
PO Box 207
**********, ** 25314
Re: BBB Complaint #********
*************
Dear ****************:
On September 12, 2023, we received your complaint, dated September 8, 2023, filed with the Better Business Bureau.
You stated that you lost one of the devices for your account. You called in and it was suggested you suspend that line. You contacted the insurance company to open a claim, but you were eventually told that they could not process a claim as the line was suspended. You contacted us again to restore the suspended line, but you have not been able to have this done. You requested that the line be restored and to receive a month of service free of charge.
Our records indicate that the line was restored on September 8, 2023.
As a courtesy, a credit of $33.00 was applied to the account. This is equivalent to one month of service for one device on your three-line account.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/08/2023
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.
For over two months, I faced a series of issues with my phone service. It all began when my number was mysteriously unlinked from my family plan account, a plan I had been on for years. Hours spent on the phone with customer support led to temporary fixes, but the problem recurred the next month. When I tried to get help, they instructed me to visit a store, which meant relying on someone else for transportation.At the store, an employee explained the situation to customer support on my behalf. After much effort, they submitted a ticket to address the issue, something I should have been able to do myself. Unfortunately, the problem persisted, and I had to pay for my service to ensure my medical needs were met. The same issue arose the following month, prompting me to consider changing service providers. I ordered a new SIM card but discovered my phone hadn't been unlocked, and I needed a transfer pin.Hours of trying to get help ensued. I contacted various customer support chats, but the responses were inconsistent. One person suggested contacting a local store, which I did, but they couldn't assist with the transfer pin. Customer support continued to be unhelpful, with some saying I needed to visit a store and others unable to send me the pin due to my suspended service.Frustration grew, and I eventually gave up on getting the transfer pin. Instead, I just wanted my phone unlocked. After a few days, I reached out to support again, only to be told they couldn't find any submitted tickets for unlocking my phone. Another ticket was submitted, with the promise of resolution within approximately 24 hours. However, even after two weeks, my phone remained locked. In the meantime, I switched to a new phone company but couldn't use their service due to my locked phone. Yesterday I contacted both Mint Mobile and Boost Mobile support, but the conversation with Boost Mobile ended abruptly. My phone was finally unlocked but I wasn't notified so I didn't know, still no pinBusiness Response
Date: 10/03/2023
September 21, 2023
******************
1233 *************************.
******, ** 46902
Re: BBB Complaint #********
************ - *************
Dear ******************:
On September 12, 2023, we received your complaint, dated September 8, 2023, filed with the Better Business Bureau.
You expressed frustration with the customer care you received, as you stated your phone number was separated from a family plan. You also indicated that the time it took for your device to be unlocked was excessive.You stated that it has been unlocked, but you need the PIN.
I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
Our records show your device has already been unlocked;please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:09/07/2023
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 accidentally purchased iPhone online Right away I cancelled and asked for a refund but they still charged and sent me phone also told me that I would have to send it back to get a refund for my 697 I paid plus the 40 shipping fee from *** all of a sudden they receive phone back but only refunded me 681.. when I didn't even supposed to receive phone anyway I'm just wanting my full refund like I was told I would get including shipping fee.. now they're stating they don't reimburse shipping fees when I always told before twice I would be reimbursedBusiness Response
Date: 10/03/2023
September 16, 2023
*******************
**********************************************************
Re: BBB Complaint #********
************ - *************
Dear *******************:
On September 12, 2023, we received your complaint, dated September 7, 2023, filed with the Better Business Bureau.
You stated that you accidentally purchased a device from ********************. You indicated that you contacted customer care after the order went through in an attempt to cancel it, but they were unable to do so and advised you that once the device was returned, a refund would be provided. You said you only received a refund of $681.00 and paid $40.00 to return the device. You requested a refund for the cost you incurred from shipping the device back.
******************** is unable to cancel an order once it has been placed.
Our records indicate that on August 9, 2023, you paid a total of $681.96, which was refunded back to you on September 6, 2023. On August 22, 2023, customer care informed you that ******************** would not reimburse you for the cost to return the device.
We respectfully decline your request for any further refund,as you elected not to use the pre-paid shipping label provided by Boost Mobile.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:09/07/2023
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.
I activated my Boost infinate account yesterday. It does not work! I was on the phone with many booost customer service agents, two types of Tecnical Support agents, for over 12 hours yesterday! I have asked to speak to a manager numerous times! All they say is they will have one call me! Yeah right how this is my only phone and it doesnt work! I am elderly and disabled. I need this service to work. I cannot afford a computer or to change service again! Terrible company that promised me 5 g service! No service at allBusiness Response
Date: 09/12/2023
September 12, 2023
***************************
************************************
*****, ** 80864
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 8, 2023, we received your complaint,dated September 7, 2023, filed with the Better Business Bureau.
You stated that you activated your account on September 6, 2023, but you are unable to get the service to work and you have spent over 12 hours with technical support trying to resolve this issue.
Our records indicate that on September 11, 2023, our team reached out to you and helped you switch your network, which resolved the issue.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************;Initial Complaint
Date:09/07/2023
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 paid my phone bill, and Boost kept the money, and I don't have any phone service.Business Response
Date: 10/03/2023
September 21, 2023
Ms. *************************
***********************, #***
************, ** 52401
Re: BBB Complaint #********
************ - *************
Dear ************:
On September 12, 2023, we received your complaint, dated September 7, 2023, filed with the Better Business Bureau.
You said you made a payment, but your service was shut off.
Our records show that you contacted us on September 7, 2023,and the agent you spoke with found that your payment was made to the wrong account. As such, she requested a balance transfer from the incorrect account to your account. Our back office team transferred the payment and restored your service the same day.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/07/2023
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.
I had purchased a phone and service through boost mobile on July 18th through their website. I started getting suspicious when I did not receive a confirmation by email about my order. I called them on July 20th at 2:43pm, they told me they received the order, and they said when I would get the phone and service, I told them to cancel it because I would not receive it in time to transfer my number. When I asked for a refund, they told me that I would have to contact PayPal to get the refund, because they couldn't refund me cause I paid by PayPal. So I filled a dispute with PayPal for my refund on 7-20-23. So when boost mobile wasn't responding, I called them back on 7-27-23 at 12:12pm. They proceeded to tell me that they had no record of me ordering anything, but they would issue a refund, and I should receive it in 5-7 business days. On August 2nd I received a refund from boost mobile. And on 9-6-23 I got the charge back to my PayPal account for $105.88. I called PayPal to start another dispute on 9-7-23 at 1:10 am. While I was on the phone with PayPal, they told me that boost mobile said I got the phone, and I never received anything from them because I canceled the order.. all I want is the $105.88 back. I shouldn't have to pay for something I never received.Business Response
Date: 10/03/2023
September 27, 2023
Mr. *************************
******************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On September 8, 2023, we received your complaint, dated September 7, 2023, filed with the Better Business Bureau.
You said that you placed an order for a device, but the order was never completed. You said that you were charged anyway, and you requested a refund.
When we spoke, you said that you disputed the payment with PayPal and your payment was returned to you, but then it was charged again.
As I explained, when you disputed the $105.88 payment,PayPal took the funds back. As we no longer had them, we were unable to refund them. As long as PayPal has returned the funds to us, we will issue your refund within three to five business days.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/07/2023
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:09/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have purchased two mobile phones from Boost Mobile website Each of price ****** . Total Cost is ****** $. The Purchase Order Number is ek-bepp-984017524.Order ID:ek-bepp-984017524 Order Line Details Product Details:Boost ******* Galaxy S22 128GB Black - SM-S901U ( SPHS901UANB ) Quantity: 1 SKU:SPHS901UANB Promotion Code:Product Details:Boost ******* Galaxy S22 128GB Black - SM-S901U ( SPHS901UANB ) Quantity: 1 SKU:SPHS901UANB Promotion Code:Purcahse Date: - 11/23/2022 Bill attached Return Policy on this website to return the device with 7 days of Purchase.********************************************************************* I have requested the cancellation on 12/28/2022.Return merchandise authorization is ******** Return Date: 12/29/2022 Carrier ********** Tracking Number : 1Z0Y445X0377479472 Copy of Delivery attached.Problem:I have received the refund back on Card only 1 Mobile device on Date Dec 2 2022 of ****** $ but they missed to pay the refund for another device and not responding anything on remaining refund.So looking forward to pay me remaining ****** $Business Response
Date: 10/03/2023
September 11, 2023
Mr. *********************
****************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On September 8, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
You stated that you purchased two ******* S22 phones from Boost Mobile, which were returned within the seven-day return window. However,you were only provided a refund for one phone. You requested that we provide a refund of $343.99 for the second phone.
After working with our refunds team, we were able to confirm both phones were returned and a refund for the purchase price of your second phone will be issued. Please allow ***** business days for processing and mailing.
We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' experience.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/03/2023
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.But I would wait to close the case until the refund received next ***** days.
Thank You
Sincerely,
*********************Customer Answer
Date: 11/28/2023
For complaint #******** , it was resolved saying Boost mobile would refund the amount to me It's been 1.5 months waiting for a refund , this supposed to get in 15 days as per communication. I would like to re-open the case and want to know the refund status.
Desired Resolution: Refund
Business Response
Date: 12/11/2023
December 8, 2023
Mr. *********************
********************************************************
Re: BBB Complaint #********
*************
Dear **************:
On December 7, 2023, we received your rebuttal, dated December 7, 2023,filed with the Better Business Bureau.
You stated that you had not yet received a refund of $343.99 for the second device you returned.
I confirmed that a refund check was mailed on September 13,2023, but has not been cashed. I requested a stop payment on that check, and will reissue and mail it to the address listed above. Please allow up to three weeks for processing and delivery.
We apologize for any inconvenience this may have caused.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/06/2023
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 9/6/23 I went to the boost store on real rd and **** the worker ***** was totally disrespectful and rude and refused to help me with my issue she even refused to talk to ******* on the phone when I called 611, she walked away from the conversation and told me to leave the storeBusiness Response
Date: 10/03/2023
September 8, 2023
*********************************
PO Box 391
*************, ** 93240
Re: BBB Complaint #********
************ - *************
Dear ********************:
On September 8, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
You said that you visited the Boost Mobile retail store on Real Road and Ming to report an issue and the representative was rude, disrespectful and refused to help.
Unfortunately,I was unable to locate an account with the information provided. Additionally, you did not describe the issue you were experiencing. Please contact customer care at **************** for further assistance.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:09/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 26th, 2023 I made an online purchase with boost mobile online in the amount of $114.39 according to boost the order did not go through this charge is still pending on my account and I have not been refunded this money. Boost is claiming they can't assist as well as my bank I would like to get my money back.Business Response
Date: 10/03/2023
September 8, 2023
*******************************
*****************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On September 8, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
You stated you were charged $114.39 for an order that did not process. You requested a refund of $114.39.
A review of your account shows that your order was not processed due to an error. Any pending funds from this transaction should be returned to your financial account within seven business days.
We regret any inconvenience that this may have caused.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
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