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
- 4,999 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:09/06/2023
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.
I have accidentally ordered a device from ******************** on 09/01/2023, and I requested to cancel my order right away! And they told me that they dont have an option to cancel an order that just placed. Have been told that I will need to request return after Receiving it. And after I receive it, I contacted them for return, I have been told that I need to respond to shipping cost!Business Response
Date: 10/03/2023
September 26, 2023
*****************************
************************************************************************
Re: BBB Complaint # ********
************ - *************
Dear ************:
On September 8, 2023, we received your complaint, dated September 8, 2023, filed with the Better Business Bureau.
You said that on September 1, 2023, you accidently ordered a device online. You contacted us immediately to cancel the order, but you were told it could not be canceled. You were advised just to return it once you receive it, but you expressed concern that you have to cover the return shipping costs.
When we spoke today, I informed you that we do ask the consumer to cover return shipping costs, but I could make an exception and send you a shipping label to return the device to our corporate office at no cost. You then told me there is a bigger issue, as the device was not in the box. You said you called Boost Mobile when you received the shipment and explained to them that you already contacted *** about this, and they told you to contact Boost Mobile and open a claim. Boost Mobile did open a ticket for the missing device;however, it was opened as a missing shipment and closed once proof of delivery was returned. I advised you that a claim still needs to be opened with ***, and I will open a ticket requesting assistance with reporting the missing device. Once I receive an update, I will contact you directly with further instructions.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:09/06/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile continues to charge me. Even when I canceled my plan, they have attempted to charge me $30, but I have disputed those chargesBusiness Response
Date: 10/03/2023
September 18, 2023
Mr. *********************
************************
********, ** T6A 0P7
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 Boost Mobile continues to charge you. You said you canceled your plan and have disputed the charges though your financial institution. You requested a billing adjustment.
Our records indicate that you activated your service on September 6, 2023. A payment was made at a Boost Mobile retail store to activate the service. We have no record of any additional payments made.
As Boost Mobile is a pre-paid service, if you wish to cancel your service, please refrain from making any additional payments to the account.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations 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.
Sincerely,
*********************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.
They advertised unlimited data for $25 a month. Thought I was signing up for that. They end up sending a 2g $10 plan card, saying it can be upgraded to unlimited. Except it can't. **************** says it's not within their ability to upgrade plans. Say u must do it online except the website is always down. Literally everyday for 2 months now making it impossible to get the advertised product I should have received in the first place. It's literal bait and switch.Business Response
Date: 10/03/2023
September 20, 2023
***********************
*********************************************
******, ** 43302
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 saw an advertisement for an unlimited plan,but you received a 2 GB $10.00 plan. You expressed frustration with the service you received, as you were unable to upgrade to the $25.00 unlimited plan.
Our records show the initial plan you purchased was the $10.00 Unlimited Talk and Text with 2 GB of data. You are currently on the $25.00 unlimited plan.
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.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation 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.
Last year I used Boost as my service provider. I brought a phone from them and went under contract. On the day my contract ended I switched to T-mobile and asked Boost that the phone I bought be unlocked since I was no longer under contract with them. I was told it would be unlocked but when I went to T-mobile we discovered it had not been. So I ended buying a cheaper phone that's now broke. I tried calling Boost again to get the phone unlocked but they claim they can't find my account despite me providing all my information. So Boost is keeping a phone I bought from them and no longer under contract with locked. I don't believe them when they say they can't find my account. Thank you for taking the time to read my complaint.Business Response
Date: 10/02/2023
September 16, 2023
*****************************
******************* 8
**********, ** 25701
Re: BBB Complaint #********
*************
Dear **************:
On September 8, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
You requested your device be unlocked. You mentioned that when you contacted customer service, they were unable to find your account.
******************** will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Please note that prior to DISH Network obtaining Boost Mobile from the **Mobile Sprint merger, your phone was locked to Sprint. As you did not have an active account when we migrated customers to our platform, your information (including the device) remained on the old platform that is now owned by **Mobile.
I attempted to reach out to you on two occasions to obtain the **** number so that we could look into your concern further; however, to date, I have yet to receive a response from you. Please reach back out once you have the **** number so we can further assist you.
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:09/06/2023
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.
On August 7th I authorized boost mobile to take .82 cents to pay the rest of his bill I requested the card not be saved or used going forward they said it won't be now on Sept 7th I checked my account and it has ***** pending which is his entire monthly payment I called them and they stated they couldn't fix the problem i have to contact my bank they can't do same day payment back outs I requested they give me proof for my bank they can't and that they messed up and they stated they couldn't I explained to process this my bank needs this since I worked for them and processed those types of things I know what they need they continuously said they couldn't do anything I asked for corporates number they stated they don't have that information I asked for someone higher than a supervisor the ***************** stated he is the one I explained he couldn't possibly be the highest person in the company he stated he was I stated this is ridiculous you can't be the highest person and I will be submitting to the bbbBusiness Response
Date: 10/02/2023
September 19, 2023
*******************************
************************* 113
*********, ** 54603
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 were charged $40.82 and you indicated you never authorized your card to be on autopay. You requested the $40.82 be refunded. You also expressed concern with the service you received.
Your card was added on autopay when you created the account,as the plan you are currently on is a $40.00 Unlimited Autopay plan. Your card has been removed from autopay, and it will no longer be automatically charged.
Your request for a refund has been denied, as the payment went towards the provided service.
We strive to provide excellent customer care and we regret that your experience was unfavorable.
Sincerely,
***********************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Customer Answer
Date: 10/02/2023
Complaint: 20562704
I am rejecting this response because: I was told it wouldn't be saved. I have ******* as my cell phone provider and clearly stated this is my cousins account and I was just doing a one time payment for the 82 cents left needed for the services. He clarified it multiple times on the call and so did I.
Sincerely,
***************************Initial Complaint
Date:09/06/2023
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.
A month ago I filed about my phone so they had me pay 50 dollars over the phone on a credit card.They never mailed it so I called and they said they sent it to my address in ************** but when I signed up I had my current address. So now they took my money for the insurance and now they wont give me a tracking number and its always something They told me they corrected the address but I still do not have my phone.Business Response
Date: 10/06/2023
September 28, 2023
Mr. ***********************
***************************************** 201
*********, ** 63115
Re:BBB Complaint #********
355702917837 - *************
Dear ******************:
On September 15, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
You stated that you paid $50.00 for your insurance claim, but your replacement phone was sent to your previous address. You also stated that Boost Mobile refuses to provide a tracking number for your phone. You requested that we send a replacement phone to your current address, and provide a refund.
Please be advised that all insurance claims are handled by Likewize, a third-party insurance provider. As Boost Mobile does not handle these claims, please contact Likewize directly for any issues related to your insurance claim.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation 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.
I called boost in August to disconnect service and they offered my one month for free I told the person on the phone I wasnt really interested and they kept saying we will give it to me free. I asked them if I took the promotion would they charge me in September and she told me no and when I followed up to ensure I wasnt charged and the line would be disconnected I was told they couldnt because the line was suspended for none payment. I explained to the person on the line that I was calling to verify I wasnt charged and the line would be disconnected and I wasnt sure why there would be a charge when I wanted to disconnected the line and was told I wouldnt be charged. I want to be disconnected and no charges or late fees or anything put against my credit. The person kept repeating the same thing claiming they was getting me a supervisor to resolve my issue and kept putting me on hold and the supervisor got on the line after 10 minutes. And was not helpful, I just want them to cancel the line and not charge me for a reconnection fee to cancel the lineBusiness Response
Date: 10/02/2023
September 18, 2023
Ms. *****************************
************************************************
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 called Boost Mobile in August 2023 to cancel your account and you were offered a free month of service. You said you tried to confirm that you would not be charged in September 2023.
Our records indicate that a credit of $50.00 was applied to the account on August 5, 2023. In addition to your Affordable Connectivity Program (ACP) benefit, this covered your monthly charges with no payment needed.
As Boost Mobile is a pre-paid service, your account was disconnected due to nonpayment on September 5, 2023, as no payment for September 2023 was made.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:09/05/2023
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 have paid $57 for my service to be turned back on due to the phone that I have found and thought was stolen. I was told that Boost Mobile that they would take my phone off the restricted list and that never happened. I paid $57 on July 30th. Recently I asked for the money to be credited back to my account and I was denied. I believe that I was treated unfair due to me being promised that my phone services will be turned back on. I even bought a new SIM card and I still had issues.Business Response
Date: 10/02/2023
September 7, 2023
***********************************
******************************************************
******, ** 66607
Re: BBB Complaint #********
************ - *************
Dear ********************:
On September 7, 2023, we received your complaint, dated September 5, 2023, filed with the Better Business Bureau.
You stated that you made a payment of $57.00 to have your service line reinstated and your phone removed from the lost/stolen list but this did not happen. You requested that we refund your payment of $57.00.
Our records indicate that your service line is interrupted due to a missed monthly payment due prior to August 29, 2023. Payment of your monthly recurring charge will reinstate your Boost Mobile services.
Please note that our records show your phone is not on the lost/stolen list at this time.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/03/2023
Complaint: 20560382
I am rejecting this response because: I did not pay in the month of August due to my service not being reconnected ever. Why would I pay for the next month, if I have never received services the month before [even though I paid]? Boost Mobile should not be confused with anything that has happened with the matter of my account. Even employees at my local Boost store in ******, ** called Boost Mobile customer service. Look at the documentation on when Boost store associates and myself have contacted Boost Mobile. All I am asking for is a $57 refund, which is a refund well-deserved.
Sincerely,
*******************************Initial Complaint
Date:09/05/2023
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.
Sold service and activated phones on Sep 2 however as of Sep 5 we have had no service and are already being billed for service we do not have. Technical tickets take 72+ hours to fix. We cancelled service but they are inept at being a mobile phone company.Business Response
Date: 09/12/2023
September 11, 2023
Mr. *********************
**********************************************
******, ** 48820
Re: BBB Complaint #********
************ -2023-09-36394
Dear ****************:
On September 6, 2023, we received your complaint, dated September 5, 2023, filed with the Better Business Bureau.
You stated that your service has not worked since September 5, 2023, and you are still being billed. You also indicated that you canceled the service.
A review of your account shows that you have a device financing plan for two phones.
Please note that disconnection requests will be processed at the end of the billing cycle.
If you would like to port your phone numbers to a new provider, the lines will automatically disconnect upon completion of the ports. At that time, the full balance of $829.99 for each phone will be applied to your account.
The porting PIN for the line ending in **** is ******. The porting PIN for the line ending in **** is ******. This information along with your account number ************** can be provided to your new carrier to port the phone numbers.
I applied a credit of $104.00 to your account to cover the month of service, since it has not worked properly.
We apologize for any inconvenience.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************Customer Answer
Date: 09/12/2023
Complaint: 20560375
I am rejecting this response because: we have requested to send the phones back and not be charged for them since we could not get your service.
Sincerely,
*********************Business Response
Date: 09/25/2023
September 24, 2023
Mr. *********************
**********************************************
******, ** 48820
Re: BBB Complaint #********
************ -2023-09-38255
Dear ****************:
On September 21, 2023, we received your rebuttal,dated September 20, 2023, filed with the Better Business Bureau.
You stated that you requested to return the phones to avoid being charged for them.
Our records show that a return request was previously processed. The phones were received and the financial agreements for both phones were removed.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
DISH Wireless, L.L.C.
***************************************************************** / ******* Better Business Bureau
*********************************************;
******,** 80210
*********************;Customer Answer
Date: 09/28/2023
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:09/05/2023
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.
Boost mobile has failed to unlock my phone despite me making several requests and meeting their criteria as per their unlocking policy online. I had an account in good standing and paid outright for my phone. On the last phone contact and request made on September 1st, they stated my phone would be unlocked in 24 hours and Tmobile is still telling me it is not unlocked on September 5.Business Response
Date: 10/02/2023
September 15, 2023
Ms. ***************************
**************************************
*******************, ** *****
Re: BBB Complaint #********
************ - *************
Dear ****************:
On September 7, 2023, we received your complaint, dated September 5, 2023, filed with the Better Business Bureau.
You requested your device be unlocked. You claimed that you were told it had been, but it is indicating otherwise.
Our records show the phone associated with the line ending in **** has already been unlocked. As a courtesy, I unlocked the device with the line ending in ****. Please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile *** card is inserted.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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
*****************************
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