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Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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

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    Customer Complaints Summary

    • 4,967 total complaints in the last 3 years.
    • 1,510 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 initially called boost to initiate service on March 17, 2023 for my 10 y.o. whom name the account is in. Upon paying for service I was supposed to receive a SIM card **** business. SIM card arrived but upon calling to activate every agent informed me that they sent the wrong SIM card and each agent created tickets to get the back end team to send the correct one. However, after over a month of calling and waiting they never sent it and just kept closing the tickets. I reached out to have the account canceled since I never had service to begin with even though I paid. I was advised that I would need to call back to initiate refund. On June 16, 2023 I called back, again on June 28, 2023, and again on July 7, 2023. Each ticket created and submitted was cancelled the same day or the very next day with no refund received within 5-7 business days. I called again on July 18, 2023 just to call again on July 21, 2021 to find out the agent I spoke with never submitted another ticket as he stated that he did. Over 4 months of me calling every other week to get a refund back for service that I never received. So much time I have wasted repeating myself over and over again. Taking time away from other things that require better usage of my attention. The agents dont even listen as I explain everything they need to know upfront. If you had to repeat yourself to over and over again for over 4 months would you enjoy doing so? Long story short I still have no refund and now I want to be compensated for my time because the agent I spoke with today (*****) advised me she could not submit a ticket.

      Business Response

      Date: 08/14/2023

      August 7, 2023



      *****************************
      4 **********.
      ********, ** 31405

      Re:          BBB Complaint #********
                      ************ - *************

      Dear ****************:

      On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

      You said that you paid $16.61 for service for your ten-year-old child on March 17,2023, but you were originally sent the incorrect SIM card. You were supposed to receive a replacement, but it never arrived. Therefore, you requested a refund for the $16.61, but after four months you still have not received it. You are now demanding the refund and compensation for the four months you have been trying to get this done.

      I apologize for the inconvenience this has caused. We requested a refund for the $16.61 you paid on March 17, 2023; please allow up to 30 days for processing. Your request for additional compensation is denied.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile, L.L.C.

      ***************************************************************** /******* Better Business Bureau
                      **************************************
                      ******,** 80210

                      *****************************

      Customer Answer

      Date: 08/14/2023

       
      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:07/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a top up card through ******* to pay my bill. There was a glitch in the payment system so my phone was suspended. They had to send the problem up the chain and could take up to 24 hrs. I told them I needed the phone immediately and the manager over the phone hung up on me.

      Business Response

      Date: 08/14/2023

      August 7, 2023



      ***********************
      929 *******************************.
      **********, ** 46613

      Re:          BBB Complaint #********
                      744543733949-2023-07-32261

      Dear ************:

      On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

      You said that you purchased a Re-Boost card at ******** but it did not post and your account was suspended. You were then told it would take up to 24 hours for this to be resolved. You also said that when you spoke to a manager, the call was abruptly disconnected.

      When we spoke on August 7, 2023, you said that the payment was intended for your boyfriend ******************** account with phone number **************, and you indicated that it took 48 hours to restore his service. After locating the account, I confirmed your payment was found and applied on July 21, 2023. I offered to apply a $10.00 credit due to the inconvenience, which you accepted as a resolution to your complaint.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile, L.L.C.

      ***************************************************************** /******* Better Business Bureau
                      **************************************
                      ******,** 80210

                      *****************************

    • Initial Complaint

      Date:07/21/2023

      Type:Product Issues
      Status:
      Answered
      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 had Boost Mobile for many years after they acquired Virgin Mobile. I have had the same plan for the entire time, $35/month for unlimited talk/text with 10gb high speed data and throttled data speeds beyond that limit.Without warning they changed the terms of my plan this month to remove the throttled data after 10gb. I had no indication my plan changed or I was about to run out of data. I spoke to customer service and visited a store where I was informed that they changed their phone plans without warning. I was given to option to buy more data (even though I still should have reduced speed data). Without many options to use my phone I purchased data for $10.The data did not return to my phone, I returned to the store where they couldn't help. Got back on with customer service where they restored my data and said I would be back on throttled speeds after that and they would return me to the phone plan I was originally on at a discount next month.2 days later (today) my data is once again not working. I called customer service and they said they couldn't do anything immediately because of the change over in service to dish network.I would like a refund for the extra data purchased that I shouldn't have had to after they changed my plan without notification and for my service plan to be restored to the service I've been paying for. If my service cannot be restored I would also like a refund (not boost credit) for not receiving the services I've paid for.

      Business Response

      Date: 08/17/2023

      August 14, 2023



      *******************************
      ********************************************************************************

      Re:          BBB Complaint #********
                      ************ - *************

      Dear ******************:

      On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

      You said you were on a $35.00 Unlimited Talk & Text with 10 GB Data plan with Boost Mobile, but it was changed without your knowledge and you had to purchase extra data. However, we were unable to get the extra data pack to work, and we are unable to restore your account with the previous plan.

      A review of your Boost Mobile account indicates you were under a grandfathered plan that is no longer supported in our system; your account is now under a $25.00 Unlimited Talk/Text with 30 GB Data. On July 18,2023, a $10.00 2 GB One-*************** Pack was added to your account with a $10.00 payment.

      On July 22, 2023, a $10.00 credit was issued for the 2 GB One-*************** Pack charge, and on August 1, 2023, a $10.00 payment posted to your account followed by another $10.00 charge for a 2 GB One-*************** Pack and a $10.00 payment on August 2, 2023.

      The extra $10.00 payment and one-time $10.00 credit caused your account to have a $7.08 balance, and on August 8, 2023, you paid $7.08 for your next month of service.

      As an exception, I issued a one-time $20.00 credit to your Boost Mobile account.

      We regret any inconvenience you may have experienced.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile, L.L.C.

      cc:           ****** /******* Better Business Bureau
                      ********************************, #***
                      ******,** 80210

                      *****************************

    • Initial Complaint

      Date:07/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 is charging me $60 per month for unlimited data. I don't get unlimited data and end up paying for additional data multiple times during the month. I don't get unlimited data but something less. They don't let you know this upfront.

      Business Response

      Date: 08/14/2023

      August 8, 2023



      *************************
      *******************. 41H
      ****************, ** 07060

      Re:          BBB Complaint #********
                      ************ - *************

      Dear **************:

      On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

      You said that you pay $60.00 per month for unlimited data, but you do not receive it and have to pay for extra.

      As stated in my phone message on August 8, 2023, your account has been moved to the appropriate department for analysis and review. Once completed, changes will be made to your account to meet the plan you were expecting. In addition, I applied a courtesy credit for one month of service to your account to allow the analysis to be completed and the necessary changes to occur.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile, L.L.C.

      ***************************************************************** /******* Better Business Bureau
                      ***********************************350
                      ******,** 80210

                      *****************************

    • Initial Complaint

      Date:07/21/2023

      Type:Billing Issues
      Status:
      Answered
      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 *** ******* I made a payment to boost one and they charged me three times for the amount of $49.99 then I made a dispute to my bank and reverse a payment of $49.99 to me on *** 30, 2023 ,on June 3 ,2023 boost one returned my other two payments of $49.99 then boost one dispute back and took back $49.99 from my account on the same day *** ******* and that would be my service payment for *** to June ,but on June 15 ,2023 boost one terminated my service and June 16 ,2023 ,I contacted them and they told me I had to pay $49.99 for my service to be back on so I payed $49.99 again on June 16 ,2023 to get my service back on well my service did not go back on for two days then I checked my account and said to pay $5.01 in order to get my service on so I pay the $5.01 and still didnt have service for two more days,after the two day I got service ,then I called the bank to let them know boost still charge me an extra payment for the month of *** ,so my bank told me that I had to talk to the merchant witch is boost one about the $49.99 they took back from my account ,I contacted ********************** one customer service and I told them about the extra payment they charge me ,and customer service couldn't help me ,I asked for a supervisor and made me wait 2 1/2 hours for the supervisor ,after that long wait the supervisor got on the phone and hung up on me ,this happened 3 times that I called ,so my next payment was on June 27 ,2023 ,and I made the payment for $43.71 on June 27 ,2023 ,for the months of *** and June I made 5 payments ,boost one returned 3 payments took 1 back and 1 payment was for the month of *** 1 for the month of June ,out of the 5 payments 2 were returned 2 were used for my service and 1 payment of $49.99 is what boost one owes me and it's been 2 months I've been contacting boost and they say they don't owe me anything and I tried talking to a supervisor and made me wait for more than two hours then they hang up on me .I feel like I've been robbed for $49.99 please refu

      Business Response

      Date: 08/17/2023

      August 17, 2023



      *********************
      ************************************************************************

      Re:          BBB Complaint #********
                      ************ - *************

      Dear ************:

      On July 26, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

      You said you were charged multiple times and you are owed a refund.

      I contacted our Refunds Team to investigate this issue and they found that you charged back, via a dispute with your bank, one of the payments. That dispute is still pending, so we have not received those funds. At this time, you have receive two refunds for three extraneous payments, but as we do not have the funds for the third payment, we are unable to refund it.

      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

                      *********************

    • Initial Complaint

      Date:07/20/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 been calling Boost phone company since May, June, July 3 months over 7 times to get the insurance removed off my son's phone. Every time I call they say they will put a ticket in and it will be removed by the billing date 26th. That date comes around and bill stays the same. Has not been removed. Now yesterday I was told I can ask for the ticket number which I obtained now #*******. I am waiting 72 hours again to see if they will remove it off my phone bill by the 26th.

      Business Response

      Date: 08/14/2023

      August 7, 2023



      ***************************************
      ***********, ** 87121

      Re:          BBB Complaint #********           
                      *************

      Dear **********************:

      On July 26, 2023, we received your complaint, dated July 20,2023, filed with the Better Business Bureau.

      You stated that you have contacted Boost Mobile several times over the last few months to remove the device insurance from your sons device. Several tickets were opened regarding the issue, but the insurance was not removed.

      This was a known issue within our new billing system that has been resolved. The device insurance is no longer listed on the account.

      As a courtesy, I have applied a $25.00 credit to the account. 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

                      *********************

      Customer Answer

      Date: 08/14/2023

       
      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:07/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 been with Boost mobile as my phone carrier since January of 2011. When I created my account, it was created under my married name. I have NEVER been registered under any other name and a credit nor background check has ever been authorized. Beginning in early 2022 my maiden name started appearing on caller id's associated with my phone number. I have made no less than 8 calls to Boost attempting to rectify this issue. I have been told numerous times that the matter would be corrected, or that the issue would be escalated. This matter has yet to be resolved. Whenever I call, I am speaking with individuals who do not understand what I am saying and are not making any attempt to try to understand. My maiden name appearing is a safety issue. I have restraining orders against 2 individuals, one of them is a lifetime restraining. My fear is that my name and number will be published somewhere, and I will be located.

      Business Response

      Date: 08/15/2023

      August 15, 2023



      *********************************
      ***************************************

      Re:          BBB Complaint #********
                      ************ - *************

      Dear ******************:

      On July 26, 2023, we received your complaint, dated July 20,2023, filed with the Better Business Bureau.

      You stated that when you signed up with Boost Mobile, you signed up using your married name, but the caller ID now shows your maiden name. You expressed concern with the service you received, as you stated the matter has not been resolved. You requested that your caller ID correctly reflect your married name, and you requested information as to how this could happen.

      At this time, caller ID is not able to be updated and is not something that Boost Mobile can automatically update for customers.

      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:07/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought a reboost card added money to it went on my phone line said thanks then my phone all the sudden 2 days later shut off called and was told that they have discounted use of those cards ,which is not true and that all I was getting is a 50$ credit and was told I was to old to understand terms and conditions and lots of other rude behavior when I paid 110$ ,I have told to bad not getting my money it's my fault for not knowing that their computer system randomly canceling cards.

      Business Response

      Date: 08/14/2023

      August 3, 2023



      *********************************
      **********************************************************************

      Re:          BBB Complaint #********
                      ************ - *************

      Dear **********************:

      On July 26, 2023, we received your complaint, dated July 20,2023, filed with the Better Business Bureau.

      You said that you added money to a Re-Boost card and made a payment, which was acknowledged, but your service was suspended two days later. When you spoke to an agent, you were told payment cards were discontinued and you were too old to understand terms and conditions.

      I located and listen to the call in question. Although the agent you spoke with did not provide the level of service we expect from our team, I can assure you that he did not refer to your age at any time.

      We take these situations very seriously and it has been addressed with the appropriate personnel. Your account was credited $50.00 and is currently active.

      We apologize for any inconvenience.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile, L.L.C.


      ***************************************************************** /******* Better Business Bureau
                      ***********************************350
                      ******,** 80210

                      *****************************

      Customer Answer

      Date: 08/15/2023

       
      Complaint: 20351920

      I am rejecting this response because:

      Sincerely,

      *****************************

      Customer Answer

      Date: 08/24/2023

      How was the situation solved when I payed $110 and they only refunded $50 that is still $60 I am out but paid so they are still stealing from me

    • Initial Complaint

      Date:07/20/2023

      Type:Product Issues
      Status:
      Answered
      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 5-28-2022 I paid my phone bill on line there was a problem with the system they took ****** dollars out of my account. Then they suspended my phone services on 6-28-2023 after I paid ***** dollars they have yet to refund my money or turn my service on.

      Business Response

      Date: 08/14/2023

      August 10, 2023



      ******************************* ******
      ***********************************************************************

      Re:          BBB Complaint #********
                      ************ - *************

      Dear ****************** ******:

      On July 26, 2023, we received your complaint, dated July 20,2023, filed with the Better Business Bureau.

      You stated that when you paid your phone bill in May 2023,you had multiple charges totaling $336.00 from Boost Mobile. You also stated that your service was interrupted despite making a payment. You requested that a refund be provided and your service be reinstated.

      Our records show that you received a refund for all seven of the extra charges. Because you disputed the charges with your bank after the refund, that balance was returned to the card used to make the payment. However, the balance will remain on your Boost Mobile account, as it is considered valid. Additionally, your service was interrupted due to the chargeback.

      In order to reinstate service, a payment of $111.08 is required.

      Sincerely,



      ***********************
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile, L.L.C.

      ***************************************************************** /******* Better Business Bureau
                      **************************************
                      ******,** 80210

                      *****************************

    • Initial Complaint

      Date:07/20/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Hi - I became a new Boost Mobile customer on 3/20/23 porting my number that I have had for 9 years because I wanted to save money. At the same time I purchased a new iPhone 12 from Boost. I did not want any interruption in service because I rely on my phone for a lot so I authorized auto-pay with a valid credit card as you would expect. On 5/13/23 I received a text from Boost congratulating me on my purchase of a new moto edge phone for $819.76. I called customer support to inquire how this happened, stated that I did NOT authorize this purchase but regardless of how the error happened, it needed to be canceled asap. Boost said they canceled the order.On May 19th the phone arrived to my home. I checked my credit card online and saw I was charged $819.74. I called customer service stating I had not authorized this, called to cancel the order on May 13th, yet still received this phone and asked for guidance. I was told to go to the local boost mobile store to seek help.On May 20th I visited Boost Mobile in ******* ********** and to this date (7/20/23) I still have no resolution. I received conflicting direction on how to return the device so I issued a dispute with my credit card company because of the lack of success working with Boost.Because of the credit card dispute, however, Boost has suspended my service and I have not been able to make or receive calls or texts since June 9th and it's now July 20th. In desperation I asked Boost for solutions and they said I should pay another $819.74 to get my account active and to mail in the phone at my own expense. I received a return authorization #RA ************** and the device arrived at ********************** on July 6th. I agreed to pay the $819.74 because customer service said this would make my line active within 24 hours and i would be refunded once the phone return was processed. This did not work and am still w/o service. Here are the escalation tickets:2044781 ******* ******* ******* Need help!

      Business Response

      Date: 08/14/2023

      August 7, 2023



      ********************************
      *************************
      *******************, ** 98258

      Re:          BBB Complaint #********
                      *************

      Dear ******************:

      On July 26, 2023, we received your complaint, dated July 20,2023, filed with Better Business Bureau.

      You stated that you received a device in May 2023 that you did not order and you found that your payment card had been charged for the device. You said you returned the device and ******************** received it on July 6, 2023. Your service was then interrupted and you had to make additional payments to restore the service. You requested that the billing on the account be corrected.

      Our records indicate that all billing issues on your account have now been resolved. A refund for the device return was processed on July 10, 2023. The payments made to restore the service resulted in an overpayment of $480.20.Refunds totaling $480.20 were processed on August 3, 2023. Please allow up to 19 business days for processing.

      Sincerely,



      *************************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile, L.L.C.

      **************************************************************** / ******* Better Business Bureau
                      *************************************350
                      ******, ** 80210

                      *********************

      Customer Answer

      Date: 08/14/2023

       
      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,

      *****************************
       

    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.

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