Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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 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.

Initial Complaint
Date:06/04/2025
Type:Billing Issues
Status:
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 charged my debit card ***** on May 26, 2025. I do not have Boost Mobile service. Please stop charging my debit card. Please refund my money. I never authorized you to charge my debit card. I never let anyone do reoccurring charges. If I pay something I do it manually each time.
Business Response
Date: 06/30/2025
June 16, 2025

Mr. ****** *****
*********************************
********, ** 27544

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

Dear ************************* 5, 2025, we received your complaint, dated June 4, 2025, filed with the Better Business Bureau.

You stated that you were charged despite that you had not signed up for service. You requested a refund and for the charges to stop.

A refund in the amount of $46.36 was submitted to the credit card ending in 0189. Please allow seven to ten business days for processing. The aforementioned credit card was also removed from ******* to prevent future charges.

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:06/04/2025
Type:Service or Repair Issues
Status:
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 purchased new cellphone service with this company. They issued me a tracking number through *** for a new iPhone 16e. I tracked the phone but it was delivered to the wrong address. I then was told that a technician was coming to my address with the new phone and would help me set it up. I was not comfortable with that but they insisted that was their policy. I then rescheduled the appointment and the technician was texting me to say he was coming but then never showed up for my 8:00-10:00 am appointment, and he wouldn't answer my calls or texts. I called customer service and kept getting the run around about what happened. I then decided to cancel the appointment and I asked for a refund. They told me it would be 72 hours to receive a refund.
Business Response
Date: 06/30/2025
June 19, 2025

Ms. ******** *******
***************************
**********************

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

Dear *************************** 5, 2025, we received your complaint, dated June 4, 2025,filed with the Better Business Bureau.

You said that you purchased service along with a device that was supposed to be delivered by a technician, but they never showed up. You were informed you would receive a refund, but you have not yet.

Our records show a refund of $98.75 was issued on June 15, 2025.

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:06/04/2025
Type:Product Issues
Status:
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 12/13/2024, I purchased a Summit 5G phone from Boost after being advised by their sales *** that it was compatible with the Galaxy A15, the model I originally wanted. I was looking for a basic phone to make calls, send texts, access email, use some apps, and browse the web.The phone worked initially, but after the 30-day return window passed, I began experiencing daily issues: dropped and missed calls, severe lag (3040 seconds to open apps), apps crashing, and the phone preventing outgoing calls with a false message that I was already on a call. This has become a daily disruption, making the phone almost unusable.I contacted Boost support multiple times (documented on 3/1, 5/13, 5/15, 6/6) and a few times earlier. Support only recently mentioned a warranty (on 6/4) and gave me an incorrect number for *******, leading to an embarrassing exchange. I was also referred to a local Boost ***air shop that had never heard of the Summit 5G. No resolution has been offered beyond purchasing a new phone or waiting until 9/13/2025 for an upgrade despite this phone being unfit for daily use.Apps that lag or crash on the Summit work fine on my other devices. The system is up to date (Android 14). Theres been no extra cost, but Ive lost time and missed important ***************** simply requesting a no-cost early upgrade to the Galaxy A15, the device I originally wanted. I am not seeking a refund only a fair and reasonable resolution.
Business Response
Date: 06/30/2025
June 12, 2025

Mr.***** ******
**************
**********, MD 21771

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

Dear ************************** 5, 2025, we received your complaint, dated June 4, 2025, filed with the Better Business Bureau.

You expressed concern regarding ongoing technical issues. You stated that your attempts to resolve these concerns with customer care were unsuccessful. You requested a free upgraded device.

A review of your account reveals that you contacted us on January 7, 2025, requested a refund of your device (so you could purchase another, ******* Galaxy) which our agent processed. However, our records do not reflect that you followed through with the return.

Your device carries a one-year warranty through the manufacturer ******** ***************). Please contact them directly if you want to submit a claim.We are unable to offer a free device replacement.

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: 06/30/2025

Complaint: 23420414

I am rejecting this response because: While I appreciate the acknowledgment of my complaint, I must respectfully disagree with both the accuracy of your account and the outcome offered.

Your records reference a refund initiated on January 7, 2025. That is correct at that time, I inquired about returning the device so I could purchase the Galaxy A15, which I had originally requested. However, your representative failed to inform me of any return steps or deadlines at that point, and the window for return had closed by the time I experienced consistent and worsening issues. As noted in my original complaint, the device performed adequately during the first 30 days but degraded thereafter well after the return period.

More importantly, I have made multiple attempts to resolve this directly with Boost support since March 1st, including documented calls on May 13, May 15, and June 6. I was referred to incorrect and irrelevant contacts, such as ******* and a local repair shop that had never heard of the Summit 5G. At no point did your representatives take ownership of the issue or provide meaningful next steps.

You have also not addressed the core concern: this device has proven incompatible with basic, daily functions such as calling, texting, and using common apps despite software being up to date and tested on the same network and apps used successfully on other devices.

My request remains simple and fair: a one-time, no-cost early upgrade to the Galaxy A15 the device I originally intended to purchase and which matches my needs.

I am not seeking a refund or financial compensation only a functional device and resolution to an issue that has cost me significant time, disrupted communication, and been compounded by misdirection and lack of clear support.

I respectfully ask for your reconsideration of this case or escalation to someone with the authority to offer a customer-focused solution.

Sincerely,
***** ******
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
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 5/2/2025, I purchased a mobile phone and service from a local Boost Mobile store for temporary use on a trip to ***************, *******, and **********. When I called customer service from home due to issues buying the roaming data, I was switched to a different plan and assured that it will work and I will have talk, text, and mobile data in ******. I was told to just not pay next month's service to cancel it after the trip.On my trip, I landed at AMS on 5/18/2025 and was unable to get any cell service, and had to use Schiphol's wifi to do anything. I was unable to surf the web or use social media when I wasn't driving, unable to send photos, my friend's phone had to be used as GPS when I was driving, and messages would repeatedly not go through and calls would drop. I called Boost that evening from our hotel, and was assured that turning the phone off and on after 20 minutes would resolve the issue.On the Bruges leg of the trip, on 5/20/2025 I had to wander around to get wifi to check into our canal house. That evening around 10, I made a call to Boost that took a ton of my time while I was tired, where they tried to troubleshoot it. The man muttered "what the hell?" under his breath at my concern. Wanting to get to sleep, I asked them to solve it and call me back tomorrow. The next day I received an email asking for more information, which I send back. From then on, it was radio silence the rest of the trip. On 5/29, the day after I returned to the **, I was refunded only the $10 I paid for the mobile data that didn't work, but not the expensive $63 **********, 6/4, I contacted Boost and told them that I purchased their service with assurance that it would work in ****** and that I wanted refunded as I did not get said service. They refused to on the grounds that it was already paid for and told me to contact my credit card issuer. Their horrible service caused much inconvenience on my trip and did not work as advertised, and I want a refund.
Business Response
Date: 06/26/2025
June 7, 2025

Mr. ******* ******
*********************
********, OH 45377

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

Dear ************************** 4, 2025, we received your complaint, dated June 4, 2025,filed with the Better Business Bureau.

You said that you added Global Roaming to be used overseas;however, the service did not work even after troubleshooting with customer care. You were provided with a $10.00 credit, but the full cost should be credited.

A review of your account reveals that you were charged a total of $40.00 for the Global Roaming. I will add an additional credit of $30.00 to offset the full cost; however, the remaining service charge is valid.

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: 06/26/2025

Complaint: 23418673

I am rejecting this response because: I purchased service that did not work as it was advertised. Dropped calls, texts not sending photos, this goes beyond just the mobile data and I would not have purchased this service at all had I known to expect what I got. I dont want to pay a single ***** for Boost Mobiles service as I bought it strictly for use overseas and it did not work acceptably overseas.

Sincerely,

******* ******
Business Response
Date: 07/03/2025
July 2, 2025

Mr. ******* ******
*********************
********, OH 45377

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

Dear Mr. ***************** July 1, 2025, we received your rebuttal, dated July1, 2025, filed with the Better Business Bureau.

You rejected our response stating that you purchased a service that did not work. You also stated that you do not want to pay Boost Mobile anymore.

As I stated in my previous correspondence, when the problem was reported, we agreed to remove the charges and provide a $40.00 account credit.

Our records reflect that your account is scheduled to be disconnected on July 3, 2025, per your request.

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:06/04/2025
Type:Product Issues
Status:
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 ported number to boost mobile on 6-3-25, had horrible service/hold times, connections, so I ported my number back to other carrier 3 hours later. I called today 6-4-25 for the 30 day money back guarentee stated on website/sign up. They charge me $17.24, held went through security and held and transferred 4 times and go to lady ***** employee AB9 horrible person and she said i didnt meet requirements for refund.. I did according to online and again had service for 3 hours I want my $$ credited back right away.. Putting in the complaint and will file with *** and will call my card and dispute charge.. **************** and service you hold get transferred and hold and transferred over 2 hours with company of my time and get no where
Business Response
Date: 06/26/2025
June 7, 2025

Mr. ****** ********* Jr.
***********************
******, CO 80012

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

Dear ***************************** 4, 2025, we received your complaint, dated June 4, 2025,filed with the Better Business Bureau.

You said that you activated an account with us, but within a couple days you decided to go back to your previous provider. You requested a refund, as we offer a 30-day money-back guarantee, but it was denied.

Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that a port-in and AutoPay are both required.For more information, please visit ************************************************************************;

Our records reflect that you did not sign up with AutoPay;however, we agreed to issue you a refund nevertheless, and $17.24 was refunded to your credit card on June 4, 2025.

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

                ****** Steffani
Customer Answer
Date: 06/26/2025

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.
The money has already been refunded. . I did sign up for autopay and it was active.. I have since shut down as I dont trust this company
But again issue is resolved

Sincerely,

****** ********* Jr
Initial Complaint
Date:06/04/2025
Type:Billing Issues
Status:
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 enrolled in Boost Mobiles 3-month unlimited plan at $15/month (excluding tax), a promotion for new customers who establish a line with them.1. April (Month 1): I was charged correctly $16.99.2. May (Month 2): I was incorrectly charged $27.04. After contacting support, I was issued a $10 credit.3. June (Month 3): I was again charged $27.04. While the $10 credit from May was applied (bringing the balance to $17.04), the promotional $10 discount for the month was never applied.I contacted Boost Mobile several times through both live chat and phone support leading up to June 2. On my final call that day, a representative told me I only needed to pay $7.04 (which reflected the correct $5 promotional amount plus tax), and that the rest would be covered by credit. I paid immediately.However, my service was suspended. When I reached out again on June 3, I was told that while the promotion had not been applied correctly, a correction ticket had already been filed and processed on May 2. Despite this, Boost Mobile refused to restore my line unless I paid an additional $10, claiming it a "valid charge", despite the fact that I had already followed their instructions and paid the correct amount based on the promotional terms.I am requesting that Boost Mobile:1. Restore my service immediately.2. Compensate me for the days I was unfairly suspended despite paying the correct amount.3. Provide me with a formal written apology as the situation is very frustrating and cause me great **************** addition to the billing issue, Ive faced repeated stonewalling from support, agents refused to escalate the matter, closed chats without resolution and disregard of the previous acknowledgments of error, with a very passive aggressive and hostile attitude. This has been a very frustrating and unreasonable experience, and I simply want the service I was promised and paid for.
Business Response
Date: 06/26/2025
June 7, 2025

Mr. ***** ***
********************* 708b
******, OR 97401

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

Dear *********************** 4, 2025, we received your complaint, dated June 4, 2025,filed with the Better Business Bureau.

You said that when you activated your account, you did so with the understanding that your monthly rate for the first
three months would be $15.00; however, your second month of service was billed at the full rate. You asked that we
honor the offer.

A review of your account reveals that a $10.00 credit was added for your second month of service and I will ensure
a third $10.00 credit is added for your third month. We regret any inconvenience you may have experienced.

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:06/04/2025
Type:Service or Repair Issues
Status:
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.
Today at 4:00 pm I went to the Boost store in ************************ and attempted to add a line and purchase another phone . I went into The store last week to inquire and get prices , I was told 5$ for the phone and the rest could be added to my boost account to pay when MG next bill was due .lLlToday I was told 50 dollars and was talked to terribly . I even said the employee don't you know me I work at the ****** shop and have been coming here as a loyal customer for 3 years . I was totally disrespected and embarrassed and needless to say did not get the second phone . I am 74 year old veteran and boost employees should have a little more patience and respect for loyal customers .
Business Response
Date: 06/26/2025
June 14, 2025

Mr. ***** *******
********************* E
*********, MD 21218

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

Dear *************************** 4, 2025, we received your complaint, dated June 4, 2025,filed with the Better Business Bureau.

You said that you visited a Boost Mobile store and attempted to add a line, but you were provided with different prices. You also stated that you were disrespected by the employees at the store.

My attempts to contact you on June 13 and 14, 2025, at ************* were unsuccessful, but I left a message each time. I also sent an email to ************************* with a request that you contact me.

We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation.

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:06/04/2025
Type:Service or Repair Issues
Status:
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.
Back in October of 2024 I saw a deal on boost mobile's app where I could upgrade to the ******** edge +2023 for $199.99 plus tax. I purchased the device and started dealing with a bunch of software issues with the phone. Apps wouldn't work properly and I realized there was no proper support for the phone. I started reaching out to boost over chat but would never get any help. By the time I got a hold of someone that was willing to help, I was told that the 30 day window had passed for returns. It literally was like 2-3 days out of this window they spoke of. I asked if there was anybody I could contact in corporate and was told through the chat that they were the highest in the chain. I was very frustrated with this information. All I wanted was to return the malfunctioning device and purchase another through boost. They'd still be getting my money and I'd have a phone that functioned properly. It is now May 2025 and I still am dealing with these issues. I'm still hoping someone from boost will reach out and allow me to exchange my device for one that actually has proper support for apps and steady updates that don't cause the phone to tweak out.
Business Response
Date: 06/26/2025
June 23, 2025

Mr. ******* *****
*********************************************************************************

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

Dear ************************* 4, 2025, we received your complaint, dated June ******, filed with the Better Business Bureau.

You stated that you purchased a device through the website in October 2024. You have experienced software issues with the device since and the applications do not work properly. You requested to return the device, but were two-to-three days outside the allowed return window. You requested that you be allowed to return the device.

The device was purchased on October 4, 2024. Our records show you contacted us on November 26, 2024, to inquire about its return; as such, the device does not qualify for return.

Boost Mobile provides cell phone service on your device of choice, but it does not make the devices sold on our website. Please contact the manufacturer of your device for assistance.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Initial Complaint
Date:06/03/2025
Type:Sales and Advertising Issues
Status:
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.
Hi, Im reaching out because Ive received multiple text messages from Boost Mobile offering an upgrade to an iPhone 15 for $99.99 in-store.I went to the store, and instead, they tried to sell me an iPhone 16e for that price and told me the iPhone 15 is $199.99.I was then told the $99.99 deal is only valid at certain locations but the message I received never mentioned any such restriction, and I checked multiple locations and none of them actually have the offer.This feels like false advertising and possibly a bait-and-switch tactic, which is against FTC consumer protection laws.I have screenshots of all the texts I received from Boost Mobile as proof.
Business Response
Date: 06/26/2025
June 13, 2025

Ms. ***** ********
**************************************************

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

Dear **************************** 4, 2025, we received your complaint, dated June 3, 2025, filed with the Better Business Bureau.

You stated that you received a text message offering an iPhone15 for $99.99. However,when you attempted to redeem the offer, you discovered that it was only valid at certain store locations. You indicated that the text message did not include this restriction.

We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.

You can review offers at any time by logging onto the Boost Mobile application or website.Our customer care line agents are also available to answer questions related to our offers. Please note that our website stipulates that this offer is available at certain locations, to call before visiting and that the device must be added to an account with the Unlimited Premium plan.

If there are further questions or concerns about this issue, you may contact me at **************.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

****** ********
Customer Answer
Date: 06/28/2025

Complaint: 23416035

I am rejecting this response because: None of the details or stipulations you referenced are actually stated anywhere. I have checked all locations where this information should be available, and everything remains the same. If this is something I do not qualify for or cannot access, I ask that you stop sending these notifications to my account, phone and/or email especially when no terms, requirements, or conditions are included or made clear because they are not.

Sincerely,

***** ********
Initial Complaint
Date:06/03/2025
Type:Service or Repair Issues
Status:
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 purchased an iPhone 15 outright from a Boost Mobile store in January 2025. Boost Mobile, owned by ************, is now refusing to unlock my phone so I can switch to another carrier. I was not informed of any permanent locking conditions at the time of purchase. I am a single mother, and this situation is making it impossible to use my phone for basic communication unless Im on Wi-Fi. Ive been a Boost customer for over 10 years, and *** filed an *** complaint as well. I just want the phone I paid for unlocked.
Desired Resolution:
I want the phone I paid for to be unlocked so that I can utilize a new phone carrier
Customer Answer
Date: 06/03/2025
Ive been a loyal Boost Mobile customer for over a decade, but my recent experience has been deeply frustrating and unfair. I purchased an iPhone 15 outright from a Boost Mobile store on January 8, 2025. The device is fully paid off, not under any installment plan, and belongs to ****** that I want to switch carriers, Boost Mobile is refusing to unlock my phone. Their reason is that I purchased the device at a discount and have not yet met a 12-month service requirement a policy that was never clearly explained to me at the time of purchase. Additionally, my account is now suspended because I chose not to continue service after learning they would not unlock my phone. However, a suspended account does not legally disqualify me from having an unlocked device that I own.Ive filed a complaint with the *** (Ticket No. *******), and spoke with several Boost representatives, including someone named ****** on June 3, 2025, who reiterated the same company line without offering a real *********** a single parent, and this situation is impacting my ability to stay connected with my child and manage urgent matters. I believe Boost Mobile is unfairly holding my phone hostage, despite it being my personal property.
Business Response
Date: 06/26/2025
June 14, 2025

Ms. *** *****
**************************
*********, ** 06705

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

Dear ************************* 9, 2025, we received your complaint, dated June 3, 2025,filed with the Better Business Bureau.

You said that you purchased an iPhone 15 at full price in January 2025. You disputed the unlock policy because you
were told you had to keep the device active for 12 months before it could be unlocked.

In our email correspondence, I informed you that the unlock policy (available on our website) states that your device
must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active
for the required timeframe, we cannot unlock it. We offer devices at a highly discounted rate, which is why we
require customers to have their device active with us for 12 months before we are willing to unlock it. Our records
show that you paid a discounted price for the devicenot the full MSRP (Manufacturers Suggested Retail Price).
We regret that you disagree.

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: 06/27/2025

Complaint: 23415122

I am rejecting this response because I would never had purchased the phone from one of your stores had I been informed of this policy. I had been a loyal customer of ********************** for more than a decade.  I reject this outcome as it fails to address the core of my complaint and does not align with *** guidelines regarding unlocking policies. Your continued refusal to unlock my device without clear justification appears arbitrary and is causing unnecessary hardship.

Sincerely,

*** *****
Business Response
Date: 07/08/2025
July 3, 2025

Ms. *** *****
**************************
*********, CT 06705

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

Dear Ms. **************** July 2, 2025, we received your rebuttal, dated July 2, 2025,filed with the Better Business Bureau.

You rejected our response maintaining that your device be unlocked,and you indicated that you were not informed of the unlock policy. You also said it does not align with the ******************************** (***)guidelines.

To reiterate, a device must be active with Boost Mobile for 12 months before it will be unlocked, and your device was only active for five months. Your device was discounted by $480.00; therefore, you did not pay the full MSRP (Manufacturers Suggested Retail Price). As such, your device will not be unlocked. The *** unlock policy states the same thing previously ************* can find Boost Mobile's and the FCC's unlock policy at ************************************************************* and ************************************************. It is your responsibility to review the terms and conditions prior to establishing service.

We regret you disagree.

Sincerely,

****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** /******* Better Business Bureau
                ******************************************;
                ******, CO 80210

                ****** ********
Customer Answer
Date: 07/09/2025

Complaint: 23415122

I am rejecting this response again because:

The company continues to cite a discount of $480, implying that I received a subsidized phone or entered into a financing agreement. That is completely false. I purchased the iPhone 15 for $480 the full amount Boost Mobile offered the device for at the time and no contract, installment plan, or promotion requiring extended service was attached to that purchase. Therefore, I own this phone outright.

Boost is deliberately mischaracterizing the transaction to justify denying my unlock request, even though I have no remaining financial obligation and have fulfilled more than the FCC-mandated 60-day active requirement.

I have been a loyal Boost Mobile customer for over 15 years. This treatment has made it abundantly clear that Boost no longer values its longtime customers or consumer rights. As a result, I will never again use Boost Mobiles services, and I will strongly discourage everyone I know and love from ever doing business with this company.

Boost is attempting to use price-point technicalities and fine print to punish customers for paying in full. I am requesting that the phone be unlocked immediately, or I will proceed with action through the ***, State Attorney General, and public platforms to hold Boost accountable for deceptive and unethical practices.

Sincerely,

*** *****

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