Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,971 total complaints in the last 3 years.
- 1,524 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/22/2023
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 spent Nearly thirty hours on the phone with Boost Mobile in the last. about a credit they gave me Just to get the Credit applied many. Supervisors later. To have my phone disconnected. A week later due to fraudulent activity they stated that I called a disconnected number is why my phone was suspended. Then they said that it was because I did a group message now. They're saying it's because of excessive data and the supervisor could not tell me that my data was excessive. She was looking at my account and said that it was not excessive at all so I could not be transferred to the fraud department to find out why I have. To wait to 7 to 10 days. To find out what I did and my phone's been off for 3 days already. The account manager Told me that he would be the last person I would Speak to on this issue and he refused. Put me to his supervisor. I asked him many. I also asked him for a explanation in writing or email of how I committed fraud and why my service was suspended. They were not able to provide thatso they will not give me my money back or anything for that phone that line and only one of my lines got shut. Off my secondary line? I am livid please what do I do who do I contact? There is no corporate office number or anything I don't know what to doBusiness Response
Date: 07/18/2023
June 28, 2023
*********************************
787 *************.
************, ** 55104
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 28, 2023, we received your complaint, dated June 22,2023, 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,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:06/22/2023
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 attempted to resolve this issue with my account/refund since 2021. I have 82 conversations with Boost since 2021. **************** @ ************ tells me to email ************************************ *********************************** responds with "Call ************". I have reached out to Boost on ********* The response "there is nothing we can do since our system doesn't go back that far".May 12, 2021: I was approved for Emergency Benefit Program (now called Affordable Connectivity Program). On 5/12/2021, I advised Boost. Completed Boost **** form. After numerous conversations, Boost emailed confirmation of enrollment on 5/14/2021 (Boost Enrollment ID ******. 5/17/2021: received Boost text I owe $35.00 or my service would be discontinued. Called Boost and rep said to ignore text that I was enrolled in ****. 5/21/2021: my service was terminated. Called Boost and rep said the **** approval was not in my account. I immediately paid $35 to restore service ***** ending ****) until Boost corrected the issue. 6/17/2021: Boost corrected their mistake and emailed the following: BST:DSH****H0:PPEB- Dear Customer, Your plan has successfully changed to the $0 *** tlk txt 35/12 EBB. Boost returned the $35.00 to my Boost account in June 2021 - did not refund to my cc. I am a Boost customer since 2006 so, over time, I had $14.50 in my account plus the 5/21/2021 payment $35.00 = $49.50 6/17/2021: called Boost regarding refunding $49.50. Told me there was nothing they could do. Asked for supv. and received the same run around.The latest conversations with Boost started on 6/13/2023. Boost sent text I owe $30 by 6/17/2023 or service disconnected. ACP confirmed that Boost is receiving my benefit. Boost rep also confirmed. Boost sends texts daily demanding payment while Boost receives my ACP benefit. $49.50 in my Boost account since May 2021. I have attempted to receive my refund since 2021. Boost receives my ACP benefit AND hit my credit card.Business Response
Date: 07/18/2023
July 13, 2023
Ms. *********************
** 70454
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 28, 2023, we received your complaint, dated June 22,2023, filed with the Better Business Bureau.
You said you have a credit balance on your Boost Mobile account and you requested it be refunded.
While we sincerely regret any inconvenience, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.
As such, we are unable to provide the refund you requested.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:06/22/2023
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.
Have been with Boost Mobile for over 6 years. They recently lost all of my information including my auto pay which I have been on. Had my phone cut off because they did not notify me that auto pay was discontinued. Called to complain after I paid the monthly fee but lost my auto pay discount. Representative hung up on me after I said their new system is terrible. I used no profanities and was very professional. Got my wife's phone at the same time as mine and same auto pay but hers is still active. Need them to restore my account plus discount and offer an apology or I will be changing mobile network. Also we have Dish Network which owns Boost and we will be changing that also.Business Response
Date: 07/18/2023
July 5, 2023
*************************************
*******, ** 32804
Re: BBB Complaint #********
************ - *************
Dear ************************:
On June 28, 2023, we received your complaint, dated June 22,2023, with the Better Business Bureau.
You stated that your account information, including your autopay, was lost when migrating your account to our new expanded 4/5G network.You stated that this caused the interruption of your Boost Mobile service. You also stated that your autopay discount was removed. You requested that we restore your service line and apply the autopay discount to your account.
******************** has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work.Despite our requests to delay this, T-Mobile refused and the old networkand all phones/devices on it (including yours)stopped working beginning March 31,2022. While the transition to our new network has been mostly seamless, some accounts were affected during this migration, and we sincerely regret any inconvenience this may have caused.
Our records show that you have been reenrolled in autopay.Your $5.00 autopay credit is not reflected in your next month`s charges, but it will be applied at the next cycle date.
Our records also show that your service line is currently active and consuming network resources as expected. As a courtesy, I have applied a one-time credit of $45.00 to cover your next service charge. Please allow ******************************************* your account balance.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:06/21/2023
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.
Autopay of 50 dollars on a phone and number that I had deactivated 2 months ago. **************** incompetent and ridiculously hostile. Corporate malfeasance.Business Response
Date: 07/18/2023
July 13, 2023
***************************
** 22206
Re: BBB Complaint #********
*************
Dear ********************:
On June 28, 2023, we received your complaint, dated June 21,2022, filed with the Better Business Bureau.
You stated that your closed account was charged $50.00 through autopay. You requested a correction.
Our records indicate that the account was suspended on May 6, 2023, due to a lost or stolen device. The autopay system took two additional payments of $50.00 each on May 14, 2023, and June 16, 2023.
I submitted a refund request for $100.00. Please allow seven to ten business days for processing. Please also be aware that if you have disputed the payment through your financial institution, the refund will not be processed.
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
*********************Initial Complaint
Date:06/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile took my family plan and dropped lines. Perhaps they allowed a five year old to play with their keyboards for awhile. Called customer service which takes a half hour on hold. I would recommend the automated call back which actually works. **************** largely is scripted, then either computers break. Last customer contact was to send me to a ******************** store 30 miles away from my house to fix my phone plan.Oh, and calls often drop while driving and the coverage map is a lie.And they took $30 money from my main phone number and applied it to thin air. Then required me to pay money from one of my other numbers and ended up saying they applied it to my main number.Business Response
Date: 07/18/2023
July 10, 2023
*************************
866 *************************************.
*****, ** 46711
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 28, 2023, we received your complaint, dated June 21,2023, filed with the Better Business Bureau.
You said Boost Mobile took your Family Plan and dropped lines from it. You also said a payment for your main line was applied to a secondary line, and another payment disappeared.
Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.
Due to this occurrence, your account was migrated to a new system and your Family Plan is no longer available. When your account was migrated, your Family Plan was transferred to a four-line plan. You have since disconnected two lines,leaving two lines active. Please note that you do not make payments to specific lines: you are billed for all active lines and your entire balance must be paid to continue service; you cannot apply partial payments to single lines within the multi-line plan.
Our records reflect two $30.00 payments: one on April 29, 2023, and one on May 26, 2023. Both were applied to your account, and there is no evidence of a missing $30.00 payment.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:06/21/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had $81.00. Made a $50.00 payment. Boost had system error and took another payment of $50.00 at the same minute which made a $100.00 in all. My bank account went -***** neg. Im suppose have $30.00 left with make one $50.00. Date 6-2-2023 Trace: *****************. There was a over draft fee with 24 hours at my bank ***************************.Business Response
Date: 07/17/2023
July 6, 2023
*****************************
***************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 28, 2023, we received your complaint, dated June 21,2023, filed with the Better Business Bureau.
You stated that you made a payment of $50.00, but two payments ended up being processed for a total of $100.00. You said that this caused your account to be negative $48.00. You requested a billing adjustment.
Our records indicate that a refund of $50.00 was provided on June 4, 2023.
In the interest of customer service, a credit of $48.00 has been applied to your Boost Mobile account.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************;Initial Complaint
Date:06/21/2023
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 got new service & a new phone number with Boost Mobile. Part of the package included a $200 gift card after 3 months of service. I've had well over 3 months of service and have made more than 3 monthly payments. I have not received my gift card. I called Boost and was told it would be generated by the store. I went to the ************ said it comes from Boost & that I just have to wait. ???? I did what I needed to do. What's the excuse of Boost Mobile?Customer Answer
Date: 07/18/2023
Thank you. Boost did email me the gift card they owed me on Friday.
Thanks for your helpInitial Complaint
Date:06/21/2023
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.
On June 1 I attempted to Port all 3 of my numbers to Boost Mobile. It is now June 20 and only 2 have ported. Complete incompetence from top to bottom from the people in the call centers overseas to the people in the porting **** in the US. 5 tickets. 20 hours on the phone. 2 new Sim cards and ***** can still figure out how to activate the third number. ********** 412 ******* 412 *******Business Response
Date: 07/17/2023
June 28, 2023
*******************************
************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 28, 2023, we received your complaint, dated June 21,2023, filed with the Better Business Bureau.
You stated that you attempted to port three telephone numbers into Boost Mobile, but only two went through. You requested a refund.
Please be advised that our records show two of the phone lines ported in were disconnected as you requested. As a courtesy, I requested a refund of $11.71 for one of these service lines. Please allow ***** business days for processing.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 07/18/2023
Complaint: 20216227
I am rejecting this response because:
YouYou wasted my time
Sincerely,
***************************Initial Complaint
Date:06/21/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jun.21st, 2023, I spoke with Boost Legacy (customer care) in regard to my ************************ Loan which Boost still wants to charge me for! I have called several times but with the same result; a ticket to escalate my issue. The BoostOne App, nor Boost.com, are allowing me access to my loan contract. The customer care representatives dont seem to have access either, as they continue to ask the same questions..."when was your first payment? And when was the last payment?" In May, I received a message from Boost referencing an acquisition by Dish Network and that they would be taking over my loan. However; May 22nd, 2023 was my last payment (#**) for BoostUp. The terms were $21 for ** months. Boost is still charging the $21 for the installment in addition to my cell phone bill even after I have fulfilled the terms of that contract.Business Response
Date: 07/17/2023
July 14, 2023
*************************
******************************************************
******, ** 76209
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 28, 2023, we received your complaint, dated June 21,2023, filed with the Better Business Bureau.
You said that you made all 18 required payments, the last being on May 22,2023, for the loan on your phone, but you are still being charged $21.00 per month.
I was informed by our Technical Support Team that this is a known system issue that we are working to correct as soon as possible. You will be refunded for any payments made after the completion of the commitment on May 22, 2023.
We apologize for any inconvenience this has caused.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 07/22/2023
Complaint: 20215749
I am rejecting this response because:There's no specifications on the return date! It is July and even after the response for refund, they are still requesting overpayment. The problem is still ongoing; a refund and billing adjustment is the only fair resolution.
Sincerely,
*********************Business Response
Date: 08/14/2023
August 14, 2023
*************************
******************************************************
******, ** 76209
Re: BBB Complaint #********
************ - *************
Dear **************:
On August 8, 2023, we received your rebuttal, dated August 7, 2023, filed with the Better Business Bureau.
You rejected my response because it did not provide any specifications on the return date. You said a refund and a billing adjustment is the only fair resolution.
As stated in my first response, this was a known issue that has been resolved and you will no longer be charged. However, this has not caused any interruption of your Boost Mobile service. I have requested that a refund for the payments made in June 2023 and July 2023 for $21.00 each be provided. Please allow up to 19 business days for processing.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*****************************Initial Complaint
Date:06/21/2023
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.
My complaint is concerning a wifi hot spot that is on the *** program. I purchased an extra 5 gigabyte data on June 17,2023 for account ************** to which my mobile still did not come back on to the internet access. I called customer service and after troubleshooting was told that the 5G was out in my area but the hot spot is 4LTE. I was told this twice and now I feel like I have wasted my $15 and will have to contact my credit card company. Now i hate being lied too and there was a time before **** took over when an actual technician would troubleshoot and not from a preset set of instructions. The representative even had me take out the battery then told me that i would have to wait until the 5G was fixed which has now been 5 days without internet access. Ether fix the problem or give me my $15 backBusiness Response
Date: 07/18/2023
July 14, 2023
*************************
*****************************
**********, ** 21740
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 28, 2023, we received your complaint, dated June 21,2023, filed with the Better Business Bureau.
You said that on June 17, 2023, you added a 5 GB data pack to your Boost Mobile service, but the data did not restore. You stated that we were unable to resolve the issue.
When we spoke on July 14, 2023, I confirmed that when your service reset, your data was restored and you did not get the extra 5 GB of data you ordered last month.
As an exception, I issued a one-time $15.00 credit to your account.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 07/22/2023
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,
*********************
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