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
- 4,964 total complaints in the last 3 years.
- 1,517 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:06/20/2023
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.
Purchased a phone from the boost mobile website as an upgrade to my wife's current phone.Upon several attempts the phone couldn't be activated by boost, which in turn told me that the phone sold to me in their website was reported as stolen and lost.Apple could not solve the issue due to the fact that the phone was reported as stolen.Boost customer service could not solve the issue either, a refund was requested and denied.Business Response
Date: 07/18/2023
July 14, 2023
Mr. *****************************
3136 ************.
*****, ** 84044
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You said that you purchased a phone through www.boostmobile.com, but it could not be activated because it was reported as lost/stolen. You requested a refund,but it was denied.
As we discussed on July 13, 2023, I will work with our technical support team to try to determine a cause and resolution. If Boost Mobile is unable to remove the phone from the lost/stolen list and activate it, I will initiate the refund process by emailing you a return shipping label.
I sent a follow-up email on July 14, 2023, to inform you that we learned the phone was placed into its status by Sprint. Our technical support team reached out to Sprint to request that the phone be removed from the list. As mentioned previously, a full refund will be issued if it cannot be activated. I will be in contact as soon as we have more information.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:06/20/2023
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a cell phone within the last 3 week and had to take the phone back twice. The first time the phone would not activate the second time the phone is defective. I can't get a refund I can't get an exchange. Boost has $160 credit on my account and will not refund my money. I am being held hostage to stay with there company or forfeit my money. I have a phone that they admitted is defective and can't get this resolvedBusiness Response
Date: 07/18/2023
July 11, 2023
*******************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear **********:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You said you purchased a phone and you have had to replace it twice in the last three weeks, but we will not refund/exchange the phone or refund the $160.00 credit you have on your account.
When we spoke on July 11, 2023, I explained to you that our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components. You will need to pursue an exchange with the manufacturer.
I submitted a check refund for your $160.15 credit balance; please allow two weeks for processing.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:06/20/2023
Type:Sales and Advertising 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 1,040mb of data remaining on my plan when I checked on Boostmobile.com in the departure lounge at the airport for my international flight. I swapped sim cards to an international SIM from another company and put the Boost sim card in my wallet for when I returned. When I returned 11 days later, I had no data service with Boost. I logged in online to find that my data had been mysteriously all used, despite me not being in the country or having the Boost mobile sim card in my phone. It was only possible now on my account to add an "extra" 1GB of data for $5. I reached out to customer support on June 19th and asked if they could provide me the date and time my data limit was reached. They refused to answer my request and simply stated over and over again that they had looked into it and could only confirmed I had used all 2GB of my monthly data. I was told a supervisor had looked into it. I then asked the agent to speak directly with a supervisor who may be able to provide me with the requested information. I waited and spoke with a supervisor on chat who also refused to provide me with the information on when my data limit was reached, so I could verify whether I was accurately being told my data had been used. The supervisor refused to provide that information. I requested that my 1,040mb of data, roughly 1GB, be put back on my account. They refused. I asked for a ticket number Ticket ID: ******* and left the chat. On June 20th, the following day, I accessed my account and found that the company had disabled the option to add an "extra" 1GB of data for $5 after my conversation the day prior. There is now no way to access data on the company's website for this account.Business Response
Date: 07/17/2023
June 28, 2023
*********************************
*******************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You stated that you had **** MB of data remaining when you removed your Boost Mobile SIM card to go overseas, but when you returned your data had been used. You requested an explanation and to add **** MB to your account.
Our records show your account is disconnected, due to your telephone number being ported out to a new wireless carrier. As this account has been closed, I am unable to see data usage history or provide any additional data. We regret any inconvenience.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 07/17/2023
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:06/20/2023
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.
On 6/3/2023 a sim card and service was purchased at the store using my cell phone. They were unable to get the phone to use DATA but said ************ would call me to address the issue, with a service ticet # ********. The store was near closing time. They never called so I attempted to contact them to fix the issue about 4-5 times but it was never taken care of. I was supposed to have been issued a refund with a ticket number *******. I never received the refund and called back 3 more times regarding the refund but it never came. The last time I called today ( 6/20) the representative said the store had to issue the refund. I called the store and they said all sales were final. NOW, I NEVER USED THE ****** BECAUSE THERE WAS NO DATA. i HAVE A NEW SIM CARD WITH A DIFFERENT COMPANY USING MY ****** WHICH BOOST COULD NOT GET DATA TO WORK ON. I was originally charged $25.17 for prepaid minutes, $35.00 activation fee for a total charge of $65.33 is the Total. Since I did not use the phone and the phone was not properly activated, I tink they should follow up with the refund they promised.Business Response
Date: 07/18/2023
July 6, 2023
*****************************
*******************************
********, ** 70394
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You stated that on June 3, 2023, you purchased a SIM card and service at a Boost Mobile retail location. You indicated that the store was unable to get the data to work, but due to them getting ready to close, you were advised that you would receive a call; however, you stated you did not receive a call. You mentioned that you reached out to customer service several times to get the data working, but as they were unsuccessful, you requested a refund. You said that when you requested the refund, you were advised to contact the Boost Mobile store, but the store informed you that all sales are final. You requested a refund.
Boost Mobile stores are independently owned and operated,and as such, they set their own return and exchange policies.
As your Boost Mobile account reflects that $25.17 was paid,a refund check for that amount has been requested. Any further refund request would need to be addressed with the Boost Mobile store.
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.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:06/20/2023
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.
contacted the right office and I'll make this complaint as short as possible. 1) I have been a boost mobile customer for several years *********** I made automatic payments from my bank account on the ******* of each month $***** dollars.3) The automatic payment of $ ***** from my bank account was posted on May 18th ******) On approximately May 24th a email or texted was sent requesting another $***** monthly payment.5) From May 25- June 15th I made several attempts to correct the issues. Ticket # ***-6093. Requesting a rebate or return of $***** dollars for no phone services.6 All phone and internet services were cut off with no access to to services for 24-days. 7) Continued Boost mobile for a refund of $*****. Boost mobile customer service stated I commented a ************ Requesting all in righting for legal actions.Business Response
Date: 07/17/2023
July 11, 2023
*****************************
**************************
********, ** 46016
Re: BBB Complaint #********
************ -2023-06-29224
Dear ****************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You requested a refund for the payment made on May 15, 2023, due to you not having service.
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 ***********************************.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled, for any reason, will be forfeited.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:06/20/2023
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 have a $25 a month unlimited plan with boost and the keep charging me a 10 dollar a month extra fee for recurring extra data, Ive called them 4 months in a row to get this corrected and they keep telling me next months bill the extra charges will be gone. I cant correct this from their website and s as *** on there website it says I have no recurring charges just the $25 a month unlimited plus tax. When I call them to address this they also tell me they arent able to credit me the money for the last 4 months this has been going on and I always ask to speak to a supervisor then they put me on hold the find an available supervisor end eventually just gang up on me.Business Response
Date: 07/17/2023
July 12, 2023
Mr. *************************
252 *****************.
********, ** 02152
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You said you have been trying to get a $10.00 extra data fee removed from your Boost Mobile account, but it continues to be charged and we will not refund it.
When we spoke on July 12, 2023, I informed you that a system error prevented the removal of the $10.00 2 GB recurring extra data add-on, and it is set for removal on July 20, 2023. I will monitor your account to ensure it is removed, and I applied a one-time $30.00 credit to your Boost Mobile account.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:06/20/2023
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.
Boost ran a promotion that said switch carriers and they will give you a 200 dollar gift card after 3 months it's been over 6 and I have yet to receive my card the store keeps saying they don't know why I haven't gotten it or they say they still haven't gotten theirs I feel as if I've been scammed to switch services which is bad business scamming people to switch to them I want my gift card as promisedBusiness Response
Date: 07/17/2023
July 10, 2023
Mr. *************************
****************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You said you initiated your Boost Mobile account under a $200.00 gift card promotion, but you had not received it.
Our records show that you initiated your Boost Mobile account on November 21, 2022, which was before the Black Friday $200.00 gift card promotion began. As such, we are unable to provide you with a gift card for this issue.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 07/19/2023
Complaint: 20209865
I am rejecting this response because:
I was told that the promotion had started when I switched my carrier and was sure to ask and go back to the store I purchased from to make sure I wouldn't have switched if that was the case
Sincerely,
*************************Business Response
Date: 08/04/2023
August 1, 2023
Mr. *************************
****************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On July 31, 2023, we received your rebuttal, dated July 31,2023, filed with the Better Business Bureau.
You maintain that your account is eligible for the $200.00 Black Friday gift card promotion.
While we sincerely regret any inconvenience or confusion, we are unable to provide a gift card for this issue.
As a courtesy, I applied a $200.00 credit to your Boost Mobile account.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 08/08/2023
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:06/20/2023
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.
5/29/23 I paid my Boost Mobile bill through the phone as normal; less than 5 minutes after payment I got 3 text messages for the $94 a month payment that said "Thank you for your payment" back to back. I immediately called Boost Mobile on 05/29/23 they said it was a glitch in their system that they will refund me $188. On 6/6/23 it showed $188 deposited into my account and the same day 6/6/23 it showed they had withdrew it back out. When I called them back on 6/6/23 they said it was another glitch in there system they gave me this ticket #******* and told me it would take 48-72hrs. for a the refund of $188. I have called on 5/29/23, 6/3/23, 6/13/23, 06/20/23 and still have not received my refund. I called today they told me they closed my ticket out and I asked why was it closed I have never received my refund. I have been checking my account everyday still no refund of $188 received to date.Business Response
Date: 07/17/2023
July 7, 2023
*****************************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You stated that on May 29, 2023, you were charged for your $94.00 monthly renewal three times. You stated that Boost Mobile refunded your overpayment of $188.00, but this refund was reversed, removing the funds from your bank account. You requested that we provide a refund of $188.00.
A review of our records shows that rather than two refunds totaling $188.00 being issued to your account, four refunds totaling $376.00 were issued to your bank account. When ******************** reversed the two extra refunds, $188.00 was removed from your account. We regret any inconvenience this may have caused.
Please contact your financial institution directly if your refund of $188.00 has not yet been applied to your account, as our system indicates that Boost Mobile released the funds on June 2, 2023.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:06/20/2023
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 sons phone was stolen 4/19/2023 I called to cancel and here is the request number #******* I requested to be recunded since thepayment came out 4/18/2023 for $25.96. I was also charged for *** and **** (please see attachment). I called in 6/20/2023 because my account was negative due to this payment. I was told by **************** they could only refund me for **** 20,2023 because I didnt call. This is very upsetting I cant even afford to buy my son a new phone since his phone was stolen, and now im being told that I cant even get the money back for ***** and *** because I didnt call in time, all though the acount was closed.This is bad business, no solution was offered, like providing a credit towards a new phone a **** card or anything, JUST WE CANT REFUND. I am very frustrated and upset, this is not how you treat customers when they have documented proof.Business Response
Date: 07/17/2023
July 12, 2023
***************************************
**************************************.
***********, ** 55412
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 27, 2023, we received your complaint, dated June 20,2023, filed with the Better Business Bureau.
You said your sons phone was stolen on April 19, 2023, and you called Boost Mobile to cancel the service. You stated that Boost Mobile continued to bill you for the service, and in June 2023, you were able to get a refund for the June 2023 payment, but Boost Mobile would not refund the payments taken in April 2023 and May 2023.
When we spoke on July 12, 2023, I confirmed that a ticket was opened in April ******************************************** stolen phone and the account remained active. You removed autopay on June 20, 2023, and a $25.96 refund was submitted.
As an exception, I offered to issue a one-time $55.00 credit to your active Boost Mobile account. You accepted my offer.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:06/20/2023
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 mid April there was a deal for iPhone 12s that Boost Mobile sold. I, for resale purposes spent around $180,000 on these phones and ended up selling the website out. Boost shipped me 2 phones, refunded me a total of $100,000, then decided to not do anything again. I opened disputes with my credit company and received $20,000 back. The other disputes cannot be reopened and Im in the process of arbitration. $65,000 is currently due 6/20 and I will not pay it off because I have not received the product. I have tried contacting 3 attorneys, customer service, and corporate by email. All of which are no help. Boost Mobile is a joke of a company and deserves to be shut down by the Feds ASAP.Business Response
Date: 07/17/2023
July 12, 2023
*****************************
** 92024
Re:BBB Complaint #********
*************
Dear ****************:
On June 26, 2023, we received your complaint, dated Jun 20, 2022, filed with the Better Business Bureau.
You stated that for resale purposes, you purchased around $180,000.00 worth of iPhone 12 devices on the Boost Mobile website. You stated that you received two devices and a refund of $100,000.00. You stated that you disputed another $20,000.00 with your credit company. You requested a refund of $65,000.00.
Without transaction information, we are not able to process your request. Please dispute this payment through your financial institution.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
********************************************************************
*********************
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