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:06/06/2025
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.
On 5/3/2025 I purchased a iPhone for $99.99 and insurance and a plan from boost mobile on 5/7/2025 boost went in and charged me $60.00 for monthly plan. Now they are trying to make me pay once again for monthly plan and I have paid twice well when I call they start side stepping and saying the original charges was activation fee. NO IT WASNT it states exactly what it was. Long story short my phone will be shut off after today for nonpayment although I paid and my plan says unlimited data well thats bs after the 50gigs was used they slowed my internet down so much I couldnt get any internet.Business Response
Date: 06/30/2025
June 24, 2025
Ms. ****** **********
***********************
*******, GA 30223
Re: BBB Complaint #********
************** - *************
Dear ****************************** 9, 2025, we received your complaint, dated June 6, 2025, filed with the Better Business Bureau.
You said that you were told you needed to make a second payment because the first one was for an activation fee, which you dispute; therefore, you request a billing adjustment.
A review of your account shows that you called in on June 20, 2025, saying you were charged $178.00 on May 3, 2025, and a few days later $72.00. However, our records show that from June 6, 2025, through June 20, 2025, there were payment attempts, via autopay, our automated phone system and through the application,for $72.00, but all failed. Your bank or credit card issuer more than likely showed these attempts in your billing ledger; however, as none of them were successful, you were never actually charged. Therefore, your refund request is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/15/2025
Boost Mobile has been slowing down my data speeds so badly to the point I can't even open my web browser. I have the most expensive plan there is $70.00 a month and I get 50 gigs of premium data after it's gone I get no internet connection and it's a crime what they are doing. They are forcing me to have to purchase more and more data at $10.00 for ************************************************************************************* May 2025 they sent a text said I was out of high speed data but when I spoke with an agent on the phone she said no I still had plenty of data. I'm going to contact the *** and whom else I need to because I'm sick of this. My data usage on my phone shows much lower data usage than what they claim. And they showed me using a bunch of data roaming I never roam I have pictures to prove it and I feel like I should get a months worth of data free or refund some of my money.
Desired Resolution
Billing adjustment; RefundBusiness Response
Date: 08/01/2025
July 31, 2025
Ms. ****** **********
***********************
*******, GA 30223
Re: BBB Complaint #********
************** - *************
Dear Ms. ********************* July 30, 2025, we received your rebuttal, date July 30, 2025, filed with the Better Business Bureau.
You rejected our response stating that your data speed is so slow that you cannot open a browser, even though you have the most expensive plan. You are told that you have used more data than what is registering on your phone, including roaming. You requested a refund.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
Your plan allows 50 GB of high-speed data each month, and you have purchased additional data packs. As of this date, you have used all of the additional data and ***** GB of your allotment with ***** days remaining. The system and your phone update at different times and speeds; therefore, what registers on one will not always match the other. Roaming occurs when you travel outside of your providers area. This ensures that you retain connectivity, but generally does not use more data. Connecting to a Wi-Fi network will allow you to reserve your allotted data for usage when open Wi-Fi is not available.
Your refund request is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/06/2025
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.
Me and my boyfriend have an account together and he was needing a new phone . We went into the boost mobile app where it was logged in under his account ending in 6302 . He was offered a discounted price of ***** for a new moto g stylus 2024 . Since the price was great we went ahead and ordered it where they charged the amount plus tax. Now I do mention , no where did it say that we would have to upgrade the plan from the 25$ a month unlimited to the 50$ which we wouldve done so without a problem. I was also informed by boost after calling CS that the system wouldve told me that I would need to do so before purchasing the phone . They told me this AFTER I was charged the full price. Now fast forward to the new bill, we were charged for the full amount of the phone and no where did boost ever tell me about it or that I needed to upgrade the plan. I believe this is a fraudulent company that needs to pay for their mistake .Business Response
Date: 06/30/2025
June 19, 2025
Ms. ******* ********
***********************************
**************************;
Re: BBB Complaint #********
************ - *************
Dear **************************** 6, 2025, we received your complaint, dated June 6, 2025,filed with the Better Business Bureau.
You said you were offered a ************* for $24.99 and there was no indication you had to upgrade your plan. You disputed being charged full price for the device and requested a billing adjustment.
Our records show a credit of $265.20 was applied to your account on June 10, 2025, to cover the balance for the *************.
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:06/06/2025
Type:Order 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 provider's and I am now with ****** joined them as they were offering to pay off my phone that I had with Boost. no sooner then I ported my phone number I was shut out of my account. I was sent an email to see my last bill which was payment for the phone contract but I was not able to do that. So when I call them to get a final bill or statement, or receipt for the payment of my phone they tell me that it is against their policy to send me a receipt because they no longer can get into my account.,, such lies.. I've talked to 4 reps including what they said was a supervisor that sent a ticket that came back immediatly advising it is against their policy to send me my final statement or my receipt I need this so I can get my money from **** it is $621.09 that they took out of my account.Business Response
Date: 06/30/2025
June 24, 2025
Ms. ****** ******
****************************
**********, ** 19401
Re: BBB Complaint #********
*************
Dear ************************** 6, 2025, we received your complaint, dated June ******, filed with the Better Business Bureau.
You stated that you transferred your service because your new carrier had a promotion to pay off the device you financed through us. You requested a copy of the bill showing the remaining charge.
Per your request, I emailed a copy of the final bill for the device to ***************************************************.
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:06/06/2025
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.
Attempted to purchase a new phone and 2 lines with Boost Mobile. They could not activate the second line because I was told that the 2 year old phone was not compatible with their network and they attempted to get me to purchase a newer phone. I did purchase a new iPhone for the first line but the tech showed up without the phone and only brought a SIM card which was useless. I've attempted to resolve this over the phone numerous times but not only have I not had a refund, I was charged an additional amount today, all while still never having boost service.Business Response
Date: 06/30/2025
June 17, 2025
Mr. **** ***********
***************************
********, KY 40059
Re: BBB Complaint #********
************** - *************
Dear ******************************* 6, 2025, we received your complaint, dated June 6, 2025,filed with the Better Business Bureau.
You said that you attempted to purchase two lines and a new device from ********************, but your existing device was not compatible. Additionally, the technician did not bring the purchased device and only brought a SIM card. You stated that you have not received a refund.
Our records show that refunds of $894.79 and $6.09 were applied on June 6 and 7, 2025, to the credit card ending in 0451.
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: 07/01/2025
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:06/05/2025
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.
3 weeks ago we ordered phones and service and a transfer of our phone numbers to boost mobile. We have yet to receive any phones; tracking numbers or help from this company! We have had multiple chats where one minute they say they dont have any shipping info yet, the next is they are waiting on restock; then have we reached out to the shipping company *** all inside of just one conversation and we have had multiple chats that go the same way! Weve said hold on you said theres no shipping info so how do I reach out to the shipping company; finally they said they could file a claim ticket and would get back with us, nothing crickets. So then we on the phone with them and tell them we want our money back and the line goes dead and we have to call again only for the same thing to happen they hang up!!! We have $347 tied up in boost mobile and absolutely NO RESPONSE and NO PHONES!!!Business Response
Date: 06/30/2025
June 23, 2025
Mr. **** ******
****************************
Reston, ** 20194
Re: BBB Complaint #********
************** -2025-06-11547
Dear ************************** 6, 2025, we received your complaint, dated June 5, 2025, filed with the Better Business Bureau.
You stated that you have not received your devices and experienced a poor experience with our customer care agents. You requested a refund.
My attempts to reach you to discuss this matter were unsuccessful.
A review of your account found that you successfully applied online on May 18, 2025, and submitted a payment. Upon realizing you had not received a tracking number, our agents assisted you in tracking the missing order but were unable to identify why the shipment was delayed/canceled.
Device finance applications can be denied after payment for various reasons, which are not shared with our customer care agents to protect your personal information. Upon cancellation, a device refund is issued automatically. A refund of $158.95 has been applied to the card ending in 8652.
Customers who cancel within 30 days of account creation, and have successfully ported in and are enrolled in autopay, are eligible to have service fees refunded. For more information, please visit ******************************************************************. As such,a service refund of $157.20 was initiated to the aforementioned card.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:06/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern:I am filing a complaint against Boost Mobile due to unauthorized and continued billing for a ********************* I requested to cancel in April 2025. I added this feature temporarily for travel, and upon my return in April, I spoke to a Boost agent via phone and requested it be removed.Despite this, I have been charged for the service monthly, increasing my bill from $83 to $103, even though I had no intention to continue using the service and did not authorize the continued billing.When I contacted Boost via live chat in June to resolve this issue, I was told the add-on was scheduled to be removed, not canceled as I had requested two months prior. They refused to provide a refund, denied the ability to send a chat transcript or provide a case ID, and declined escalation to someone who could help.This is unacceptable and unethical. I am requesting a full refund for the overcharges since April and for my current bill to be corrected to the original $83.I have screenshots of the conversation for proof.Thank you,******* ******* ************** *****************Business Response
Date: 06/30/2025
June 11, 2025
Ms.******* *******
*************************************************************
Re: BBB Complaint # ********
************ - *************
Dear *************************** 6, 2025, we received your complaint, dated June 5, 2025, filed with the Better Business Bureau.
You said that you removed the Global Roaming add-on in April 2025; however, it was not. When you requested for it to be removed and the unauthorized charges refunded,you were denied. You request a refund for the ************** charges you incurred after your original request for it to be removed from your account.
A review of your account reveals that the Global Roaming add-on was activated by you on April 15, 2025. After reviewing call/chat recordings in April and May 2025, I did not find any requests to have the service removed. Please note that you do not need to contact customer care to remove add-on services such as Global Roaming: they can be removed through the Boost app or your online account. We are unable to approve any credit or refund for this issue.
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:06/05/2025
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.
I cancelled my account with ****************** April 31, 2025 I went to spectrum on may 1st 2025, on may 7th a deduction was made on my checking account for $51.52 I had cancelled my service. When I purchased the plan I paid for the first month up front and when I cancelled the service my debit card was on an auto pay that I did not agree to. Today June 5, ***************************************************************** the amount $25.51 I have called boost mobile customer service multiple times and they are telling me that boost mobile has not history of transactions my bank has a statement that provides the transactions. This is fraud and I did not approve these transactionsBusiness Response
Date: 06/30/2025
June 24, 2025
Mr. ***** *******
******************************
*******************
Re: BBB Complaint #********
*************
Dear *************************** 6, 2025, we received your complaint, dated June ******, filed with the Better Business Bureau.
You stated that you canceled the service on April 31, 2025. You found that you were charged by Boost Mobile again on May 7, 2025, and June 5, 2025. When you spoke to our customer care department, you were told that we have no record of these two transactions. You requested to receive a refund.
We spoke by telephone on June 24, 2025. I advised you that I found a second account set up under your information on the same day you established your primary account. You confirmed that you had no knowledge of the second account. Therefore, I closed this account and submitted a refund request of the two payments taken.
All Boost Mobile retail stores are independently owned and operated. We have submitted the information on your complaint to our relationship management team who will work with the retail store you visited to investigate the matter (internally).
We apologize for any inconvenience this may have caused.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:06/05/2025
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.
I signed up with boost mobile with 2 lines I pay for and 1 line free for a year. I am on autopsy for an authorization of approximately $50.75. A month. I have been with them for 5 months and they took $75.75 from my account. $25 more than authorized. I called customer service and was told I would get a credit next month. I budget for this and boost mobile put me in the red for my other bills. They took money they were not authorized to take, this is theft because they will not put MY money back into My account. I was told I have to contact MY bank to get this resolved. My bank will charge me to get MY money back.Customer Answer
Date: 06/19/2025
I filed a complaint with BBB on boost mobile for an unauthorized withdraw from my checking account in the amount of $25. I was told by boost mobile that they would apply that amount to my next bill as a credit. I just looked at my boost account and they are billing me $90.87. my bill is supposed to be $50.75 a month, after they stole $25 then my next bill, with credit, should be @ $ *****. this is retaliation against me by boost mobile for filing a complaint. I refuse to pay boost mobile again until this is resolved.Business Response
Date: 06/30/2025
June 13, 2025
Mr. ***** *****
******************
*******, ** 67216
Re: BBB Complaint #********
************** - *************
Dear ************************* 5, 2025, we received your complaint, dated June 5, 2025, filed with the Better Business Bureau.
You said that you purchased three lines with the understanding that one would be free for a year. However, you stated that the billing on your account is not accurate and you would like it corrected to reflect the offer you agreed to.
I applied a $50.00 credit to your account to offset the extra charge. In addition, I ensured that your future billing is accurate.
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: 07/01/2025
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:06/05/2025
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.
Thank you so much Suwai, I have received the refund! Boost Mobile was very helpful after contacting you guys!Customer Answer
Date: 06/05/2025
Company is lying about refund return. They are known for this issue.Initial Complaint
Date:06/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Spent around an hour in chat with AI agent. Said they would complete the request and then froze the chat and disconnected. Kept the chat log listed bellow. ****** off about time wasting and empty promises and don't want any customers using **********************.Business Response
Date: 06/30/2025
June 23, 2025
Mr. ***** ****
**********************
***********************
Re: BBB Complaint #********
*************
Dear ************************ 5, 2025, we received your complaint, dated June ******, filed with the Better Business Bureau.
You stated that you spent an hour with an AI ChatBot, who stated the issue would be resolved, and then the chat froze and disconnected. You requested to receive a refund.
A review of the account found that you were attempting to activate service on your device, but you were unable to complete the process. The copy of the chat you provided confirms that you were not chatting with a Boost Mobile agent in *****************; you were chatting with a company in ********* with the same name.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; I made an exception nevertheless, and authorized a $16.04 refund. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****
Boost Mobile is NOT a BBB Accredited Business.
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