Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,973 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:07/17/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In may2023 I canceled my account with ********************** and they refunded 50.00dollars but on June 7 they took 100.00dollars out of my bank account I called and the supervisor had me send a copy of my bank statement to boost escalations@dish .com. and said they would refund the money,they have not and on July 5 they took another 50 out of my account bringing the total of unauthorized withdrawals to 150.00dollars.Business Response
Date: 08/14/2023
August 14, 2023
*********************************
********* 47043
Re: BBB Complaint #********
************ - *************
Dear ******************:
On July 25, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.
You said you canceled your Boost Mobile account and were refunded $50.00, but then your bank account was charged. You requested a refund.
I emailed you at ************************ and requested a copy of statements showing the charges you referred to, as I have been unable to locate an account associated with these charges.
As I advised you in my email, our records reflect two accounts associated with your information: an active Boost Mobile account and an inactive Boost Infinite account. Neither reflect the charges and dates to which you referred.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/17/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost is stealing money from me on 7-17-2023 I called because of interruptions of service they told me I need too pay $90 when I been paying 50 so I called they laughed at me and hung up then sent a text saying pay $25 too restore I did and it was another line added that I didnt authorize at all didnt pay no mind I paid $25 then got another text saying still pay $90 I called 7-17-23 again lady told me it was a glitch with boost I only pay$40 then someone else jumped on and said no its another $90 and they wont refund anything but gave me a $10 credit but now my bill $50 with $10 credit so my remaining balance is $40 they are full of s*** dont use boost at all people go with spectrumBusiness Response
Date: 08/11/2023
August 1, 2023
***********************
3130 *********************.
*********, ** 63115
Re: BBB Complaint #********
************ - *************
Dear ************:
On July 24, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.
You stated that despite your monthly rate being $50.00 per month, you have been advised that you need to make a payment of $90.00 to restore your service. You requested that we provide an unspecified refund.
A review of your account shows that a payment of $45.00 was made on June 13, 2023, but it was declined. We did not receive notification that this payment was declined until after your next month of prepaid service had been provided for $45.00.
A payment of $90.00 will be required to restore your service, and no refund is warranted.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/17/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**Complaint taken over the phone with BBB: I purchased the phone on 6/1/2023 from the Boost Mobile on Fairview Ave in *****. I kept having issues, having to restart the phone. Took it back a couple of times to the store. They got ahold of tech support and the store rep did everything tech said to do. I finally took it to the store on Orchard and did the same thing. Nothing helped. I called Boost directly and got into an argument over the phone. They put me through tech support doing the exact same thing again that the other two stores did. Talking to tech support didn't help at all. I finally told them that the phone needed to be replaced. I was told that they couldn't do that. I told them something needed to be done. They said I had to contact ******** directly to get the phone replaced. I let them know that they should be the one handling the replacement due to the phone being purchased through them. I am paying a monthly service for a phone that can't be used. I have also been called by Boost telling me that I'm not using the phone enough for the deal that I have. I told them that the phone is not working correctly. I do not want my service disconnected or my phone taken. I just need a proper working phone.Business Response
Date: 08/10/2023
July 24, 2023
****************** Duty
**********************************
*****, ** *****
Re: BBB Complaint #********
************ - *************
Dear Mr. *************** July 24, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.
You said you were experiencing technical issues with your phone.
A review of our records indicate that this issue was previously addressed through the ******** ************************ explaining that Boost Mobile does not manufacture the devices we sell, we do not offer an extended warranty; we offer a seven-day buyers remorse return window. We also offer device insurance, to which you do not subscribe. As such, if you wish to discuss receiving a replacement for the device, you must contact ******** regarding a warranty claim. They can be reached at ****************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/17/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I order a cell phone from a boost mobile store in another state in which its still pending I try to call the store to let them know but they dont want to hear it and hang the up I call my debit card bank to explain but they said the only way I can get my money if the boost store release it the boost mobile store is located at ********************************************************* phone number is ************* the person I had talked to was being rudeBusiness Response
Date: 08/10/2023
July 28, 2023
Mr. ***********************
************************, Apt 102
*********, ** 21205
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 24, 2023, we received your complaint, dated July 17,2023, filed with the Better Business Bureau.
You stated that you purchased a phone from a Boost Mobile retailer, but you have not received it. You requested a refund.
Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies. Any issues you have with the retailer must be addressed with the retailer.
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:07/16/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am on family plan for ten years never ran out of data till went to 5g they knew it sucked the data and now they want me to buy more up data to unlimited or fix it cause I am on a fixed income can't keep paying for more data that was the 4th to the 16th really peopleBusiness Response
Date: 08/10/2023
July 21, 2023
Ms. *******************************
**************************************
*****, ** 44311
Re: BBB Complaint #********
************ - *************
Dear ******************:
On July 21, 2023, we received your complaint, dated July 16,2023, filed with the Better Business Bureau.
You stated that you had never run out of data prior to the transition to our new 4/5G network. You requested an unspecified refund.
Please be advised that for privacy reasons, we are unable to see how your data was used; however, our records indicate that you have used your 35 GB monthly data allotment. Our new expanded 4/5G network is faster than the previous CDMA network, which allows for more data usage. Please ensure that your apps are closed when not in use, as these apps continue to consume network resources if left open. We regret any inconvenience this *** cause.
If your current service plan does not offer sufficient data,we have unlimited plans that *** suit your needs better. Please reach out to Boost Mobile customer service if you wish to explore an unlimited plan.
As you have already accepted $100.00 in credits for this issue, no further compensation is warranted.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/16/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had been having problems with my cell phone service for 3 months. I tried 3 different phones thinking it was the phone. Finally I decided to switch phone carriers. I got Boost to give me the pin numbers to release the phones so they can be used with a different carrier. As soon as the new carrier activated my phones Boost locked them. I did not owe money on any of the phones and the bill was not due again until the end of July. I have called them 5 times in less than 48 hours and each representative tells me a different story about unlocking my phones. So now I have a new carrier and 3 phones that are locked.Business Response
Date: 08/10/2023
July 31, 2023
*************************
**********, ** 37814
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 21, 2023, we received your complaint, dated July 16,2023, filed with the Better Business Bureau.
You requested to have three phones unlocked.
A review of our records show that all three phones to which you refer were previously unlocked.
Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Customer Answer
Date: 08/12/2023
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:07/16/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been I'll so my boost account was on autopay. Day before Yesterday I noticed that I didn't have any data for my phone. I contacted boost mobile to see what was going on. I have had the ***** plan since 6/20/2021. So they informed me that I didn't have that plan anymore but couldn't give me a reason for it being changed. So I asked what I could do so I could have the unlimited data. I was told that they could upgrade me to the ***** plan, but in order to do that I needed to pay *****. I specifically asked how long it would take for my data to be restored. I was assured that it would be restored within minutes. So I paid the *****. That was taken out of my bank account at 3:03 pm EST on July 14, 2023. At about 5:30 pm I called back because my data was still not working. I was told that there was a glitch in their system that for some reason it changed my plan but the data didn't refresh. So I waited until the next day to contact them again to see if they had fixed the problem. They had not so I was upset and asked if they would refund my ***** and I was informed that they could not refund it. Then yesterday evening my phone quit working. It will not power on. I have been with Boost for so long I have an upgrade available. I found a phone on their site for *****. I called to asked if I could use the credit that is on my account. I was informed that they could not do that. I can only use it for paying my bill. I am livid that after over 2 years of paying my bill every month that they could treat me like that. Yesterday and the day before I was informed that it was a glitch in their system. Now they are telling me that it is my fault. They said that that plan would not be in effect until August the fifth my next billing cycle. I said why did I have to pay for it if it wasn't going to start until the next billing cycle. They have given me the runaround for 2 days now. I have been sick I have had two heart attacks in the past few months . Today I have been hung up on three times. Now they say that there is no supervisorBusiness Response
Date: 08/09/2023
August 7, 2023
Ms. *************************
************************
***********, ** 30707
Re: BBB Complaint #********
************ - *************
Dear ******************:
On July 20, 2023, we received your complaint, dated July 16,2023, filed with the Better Business Bureau.
You said that you have subscribed to our $60.00 unlimited plan since 2021, but your data stopped. You said your plan was changed, so you paid to change it back to the $60.00 unlimited one, but the change did not take effect immediately. You requested a refund.
Our records show that your account was on the $35.00 Unlimited Talk/Text with 10 GB of data. You upgraded to the $60.00 Unlimited plan on July 14, 2023, but changed it to the $25.00 Unlimited Talk/Text with 30 GB of data plan less than two hours later the same day. Since then, you used your $26.56 payment toward your August 2023 service.
Please note that, as a prepaid service, any changes to your plan must be paid for up front. Additionally, credit balances cannot be used toward phones or accessories.
We sincerely regret any confusion of inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:07/16/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 IPhone XRs from boostmobile.com on 12/6/22. When the phones arrived, one of them was damaged. I asked for that one to be exchanged and I was told policy stated it could not be so I returned both phones. I sent them back via **** (Tracking # **********************), they were received by the warehouse on 12/21/22. Since then Ive been calling for my refund status and still havent received it. Ive been given the following Case ID numbers *********, *********, and *********. When I call to follow up, the only response I get is wait **** business days. On 3/9/23 I reached out through the BBB for help resolving this (Complaint #********), I was told by whoever responded that Id be mailed a check for the refund within 20 business days. Said check never came. Were now 7 months out from the original purchase with no resolution and Boost **************** is telling me theyve changed systems and theres no way to handle the refund. Id really like to receive my refund so I can move on from this finally. Its been a nightmare.Business Response
Date: 08/09/2023
August 9, 2023
***********************************************
** 53589
Re: BBB Complaint #********
************ - *************
Dear ****************************:
On July 20, 2023, we received your complaint, dated July 16,2023, filed with the Better Business Bureau.
You said that you did not receive the check refund you were promised.
I contacted our Refunds Team and they confirmed that your refund was processed and mailed; however, as the original check was not cashed, we put a stop payment on it and reissued your $433.98 refund. Please allow seven to ten business days for processing and mailing.
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:07/15/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my phone has been restricted because of things i did nit do!!...this has never happened to me before!!...i need my phone back on ASAP please!!....or im gonna contact BBB!!...TY...my name is *********************...my number is ************Business Response
Date: 07/20/2023
July 18, 2023
*************************
28 **********************
**********, ** 45327
Re: BBB Complaint #********
************ - *************
Dear ****************:
On July 17, 2023, we received your complaint, dated July 15,2023, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization. You requested it be reactivated.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit **************************************************************************.
For any additional concerns regarding this issue, please email ***********************************.
We regret any inconvenience you may have experienced.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/15/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I paid Boost Mobile ***** for 5gs on June 11, 2023 & they did not add the gigs. I also paid them another $5.00 for 1 gig because they didnt understand why the gigs werent being added. After going back & forth with multiple phone calls to customer service, they told me to wait 24 hours. I waited the 24hrs & call them again still no gigs. Which is now on June 12, 2023. I contacted them to just use the money I paid to change my plan. Which of course is ***** total which was just sitting in a balance on my phone account. They informed me they couldnt use that money to change my plan nor give me gigs with no reason, they just couldnt do it maybe a system error. The lady did inform me in order to change plans I would have to pay ***** which I did immediately. Again nothing happened. They didnt change my plan just added that money to the $***** balance. So now its $40.23 that I cant use to get gigs nor change my phone plan. My money is just sitting there. I reached out again & was told they wouldnt be able to help me. But the balance will cover my phone bill when it was due at the end of the month. Which by the way was over 2 weeks away. I needed my phone to have internet because I worked off of it & without internet I couldnt do my job. So of course this made me lose out on money. I tried explaining that to them & asking for supervisors, no one assisted me. It was like talking to robots. The emotional distress I was under was almost unbearable because l needed my phone. DoorDash requires internet. That being the case. It set me back a little. By the time my phone bill was due which was June 26, 2023 they attempted to hit my card for $****. I didnt understand why because I had an available balance of $42.39 the extra $2.16 came in when I redeemed a credit for earning coins to help pay off my balance. So I reached out to them and they said that they are charging me **** because they refunded the $5.00 for the 1 gig. Which they never did.Business Response
Date: 08/09/2023
August 9, 2023
Chaderious *********************
********, ** 76705
Re: BBB Complaint #********
************ - *************
Dear Chaderious *********************:
On July 20, 2023, we received your complaint, dated July 15,2023, filed with the Better Business Bureau.
You said you attempted to add data to your account, but the data was not added. You also disputed receiving a refund.
A review of our records indicates that when you added data and made changes to your account, the changes were not applied correctly to your account. This is a known issue that is being investigated for resolution as soon as possible.
I contacted our Refunds Team regarding your refund, and it appears that while a $5.00 refund was submitted, processed, and applied to your account, the actual funds were not processed. As such, I had our Refunds Team reapply the refund to your credit card ending in 8988.
We sincerely regret any inconvenience this issue may have caused and we appreciate you bringing your experience to our attention.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 08/09/2023
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,
Chaderious *********************
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