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
- 4,978 total complaints in the last 3 years.
- 1,511 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:06/08/2023
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.
This store sold me a Bluetooth speaker for *****. The speaker has broken therefor I called and explained what happened therefor I went into the store and was told it is a lot of issues with those kinda speakers .it was said give me ***** and I will give u another speaker so I gave him and received a speaker the very next day and I sware the exact same thing has happenedBusiness Response
Date: 07/05/2023
June 15, 2023
*****************************
53 ***************.
*************, ** 94103
Re: BBB Complaint #********
*************
Dear ****************:
On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
You said you purchased a speaker from a Boost Mobile store. You stated that you experienced issues with it and its replacement. You requested a refund.
Please note that Boost Mobile stores and kiosks are independently owned and operated. Boost Mobile does not receive the funds from the sale of devices and accessories sold in stores. As such, we are unable to refund your purchase. Please speak with the store personnel regarding this issue.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:06/08/2023
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 contacted Boost by phone about my issue of my bill being $50 and should be $35. I was assured the change was made that day and would be charged the $35. Well, I end up being charged $50 and called back again to be told something entirely different, which means I was lied to and waisted my time the first time. I could not get the problem resolved the second call and asked for a supervisor, which I was told it would be a 40 minute wait after already spending waisttful time getting nowhere. I mentioned because supposedly all calls are recorded asked the supervisor/mgt to moisten to my calls to rectify my problem. Problem not solved yet, I've been with Boost over a decade and the customer service has gotten worse. I was reluctant to even submit this after seeing all the complaints and the rating. Not sure if this is a waist of time. My bill should be $35 not $50 which is the amount it was for years. My account should be accredited $15 and back to $35 going forward.Business Response
Date: 07/05/2023
June 13, 2023
***********************************
********************************************************
Re: BBB Complaint #********
************ - *************
Dear ************************:
On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
You stated that you reached out to Boost Mobile because your plan should have been $35.00 per month but you were billed $50.00. You said you have been on the $35.00 plan for years. You requested a billing adjustment and that your plan be changed to $35.00 per month.
Our records indicate that on September 22, 2022, you changed your plan to $50.00 per month for Unlimited Talk, Text, and Data. On May 8,2023, you were charged accordingly for this plan. After the charge took place on May 8, 2023, you requested your plan be changed to $25.00 with automatic payments for Unlimited Talk and Text with 30 GB of data. This change took place at the end of the cycle. On June 8, 2023, you were charged $25.30.
When downgrading plans, the change takes place at the end of the current cycle.
We respectfully decline your request for any billing adjustment as you were charged correctly.
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:06/08/2023
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 6/1/23 I purchased an online only deal through boost mobiles website. It was for ***** plus tax. I purchased the package and was left a confirmation number with a message stating I would recieve an email with my account & order information. I never received said email. I gained access to my account through resetting my password and decided Id wait for the *** card which shouldve been here as promised in 2 business days. That time frame came and went; when I called support I was given the excuse that their systems were down and to try back when I did day later their systems still were supposedly down. When I called today 6/8/23 I was hung up on TWICE despite making it clear on the second call that I would be filing a complaint w the BBB if I was hung up on again. I still have not been given a resolution, their solution instead of refunding me when I made it clear I wanted a refund was to send me a new sim and when I asked for the shipping information that line conveniently gets cut. Ive had enough. Im no longer playing phone tag. I want my funds back.Business Response
Date: 07/03/2023
June 30, 2023
***********************************
********************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
You said that on June 1, 2023, you placed an order online with Boost Mobile but you did not receive your order. You contacted Boost Mobile and you said we were unable to get the order to ship or process a refund.
On June 30, 2023, I found a pending activation account created with your order for a SIM kit and I requested a $13.32 refund; please allow two weeks for processing and delivery.
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:06/08/2023
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 recertified my account with the *** program and my provider is Boost so now I have to pay $30.00 a month the first month good internet lasted a month until it was time to pay the bill so on 06/04/2023 I paid my bill and my service was put on less than two days later I don't have any service so I call boost and the agents all tell me the same thing that I used up my GB's and that talk and text is unlimited ,I asked how do I talk on this little box that is for the hotspot they don't know what was advertised for the service was not what I received and I want all mof my money back Because only a fool would pay $30.00 a month for a service that only last less than two days. my child woke up tuesday morning to watch cartoons and he woke me up saying there was no internethis is a conspiracy to committ fruad and robbery. I'm on a fixed income and I'm not letting these thieves take anything out my kids mouth they rich and still want more please resolve this matter as quick as possible.Business Response
Date: 07/03/2023
June 28, 2023
Mr. ***************************
************************ ************************
Re: BBB Complaint #********
************ - *************
Dear ********************:
On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
You said that you recertified your Affordability Connectivity Program (ACP)benefits and had to pay $30.00. For the first month, the internet worked, but you now have no service, even though you have unlimited talk and text. You requested a refund of all funds paid.
This is a $60.00 per month, multi-line account, consisting of two lines, and does not qualify for ACP benefits. In addition, each line is allotted 35 GB of data per month. Line 1 has used ***** GB and Line 2 has used ***** GB; each is capped with four days remaining in the plan month. To use ACP benefits, the two lines on this account must be separated into two individual accounts.
You do have unlimited talk and text with a 30 GB hotspot; however, once you have reached your data limit, the speed at which data is received and transmitted from your device is reduced to 3 GB.
You received service; therefore, your request for a refund is denied.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:06/08/2023
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've been a boost mobile customer for a few months now. This company has a lot of problems. The price is great but thats about it for this company. **************** is terrible. They are not trained to answer questions and can barely help. Making payments over the phone is also problematic because their system always appears to be down. The network coverage area is a big lie. They have terrible network coverage and if you live in the *********** area you should know this. Really not even worth the price. Highly recommend going somewhere where they are more honest about their services and can provide adequate help.Business Response
Date: 07/03/2023
June 29, 2023
***************************
** 01863
Re: BBB Complaint #********
************ - *************
Dear ************:
On June 13, 2023, we received your complaint, dated June 8,2023, filed with the Better Business Bureau.
You said you are experiencing issues with your device and customer service has not been able to provide assistance. You indicated that when you call to make a payment you are informed the systems are down. You expressed dissatisfaction with customer service.
In March 2023, ******************** restored its systems that were affected by the cybersecurity incident that occurred in late February 2023.Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through our website, or on the MyBoost or BoostOne apps.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds *** be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds *** depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which *** result in dropped and blocked connections,slower service speeds, etc.) *** impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside is located within our coverage zone, and no network issues were identified.
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
**************************************
******,** 80210Customer Answer
Date: 07/03/2023
Complaint: 20160311
I am rejecting this response because:I think my case was misrepresented. i had problems with boost service in May not March or February. In addition, when I'm making a purchasing decision with regards to my service provider I look at which areas they cover. I found that my area is covered according to your website and this has misled me into paying for your service. In addition, it's clear your employees are not trained because they couldn't answer a simple question as to whether my current balance was my previous month or going forward. I think Boost as an organization has failed to provide decent service. Train your employees!
Sincerely,
***********************Business Response
Date: 07/18/2023
July 13, 2023
***************************
** 01863
Re: BBB Complaint #********
************ - *************
Dear ************:
On July 13, 2023, we received your rebuttal, dated July 13,2023, filed with the Better Business Bureau.
You rejected our response because you feel your case was misrepresented, as your issues were from May 2023. You mentioned that the coverage area shows your area is covered, which you indicate is misleading. You stated that you are also unsure if your payment is covering the current month or previous month.
As previously stated in the last response, the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside is located within our coverage zone, and no network issues were identified.
Your account reflects that the only issue that affected your account in May 2023 was a known issue preventing the Todo Mexico Plus add-on from being available right away. You were already provided a refund for the amount you paid on May 27, 2023.
As Boost Mobile is a pre-paid service, you are paying for the upcoming month of service, and as such, there is no balance that is incurred on the account. All services have to be paid for prior to Boost Mobile providing them.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:06/07/2023
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.
While attempting to look at upgrade options for boost mobile my card was automatically charged and a phone purchased with no attempt at even a confirmation of order. I clicked the button to that was supposed to allow me to look at purchasing options and wanted to do monthly payments, but since I am on automatically, the options button did not take me to any options, shopping cart, or confirmation screen, it just purchased the item. Boost has not yet sent me the necessary email to initiate return that I should have received by now, refused to cancel order directly after purchased and despite my insisting to not ship the phone to me, it has arrived at my house.Business Response
Date: 07/03/2023
June 30, 2023
*************************
************************************************
Re: BBB Complaint #********
*************
Dear *************************:
On June 14, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.
You stated that you were looking at purchasing an iPhone 14 through the Boost Mobile website, but you wanted to know the installment payment options. You were trying to locate this option when the system took payment for the device, and you were unable to cancel the order through customer care.You requested a refund.
Our records indicate that the device was delivered by *** on June 7, 2023, and activated on your account on June 9, 2023.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:06/07/2023
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 May 26,2023 I called to restore my phone number and I was told that I could if I paid $70. I asked the representative before I paid if she was sure it would restore my line she said yes. After I paid it I was informed that my line was taken off the plan and I no longer have a line. I asked for the money to be refunded to the card, she said that she would put in a ticket that it would take 24 to 72 hours before it would be refunded. They sent an email after the allotted time stating the ticket was closed but my money was not refunded. I called back explained again and again there was another ticket put in. I waited for the allotted time again and again my money was not added back. Now they are telling me that they applied it to someone else's line who was on a family plan with me but went to a single plan on May 6, 2023. They are refusing to refund the money and refusing to give an explanation except that it is necessary to wait.Business Response
Date: 07/06/2023
July 6, 2023
*********************************
12 ******.
**********, ** 40391
Re:BBB Complaint #********
907346476161 - *************
Dear ******************:
On June 8, 2023, we received your complaint, dated June 7, 2023, filed with the Better Business Bureau.
You stated that on May 26, 2023, you paid Boost Mobile $70.00 to one line on a family plan, but you were unable to get the service working. You said Boost Mobile refused to refund the payment.
I reviewed your Boost Mobile account and found the $70.00 payment you made on May 26, 2023. I also confirmed that you were unable to get service restored to your phone line.
As an exception, I requested that a $70.00 refund be mailed to you at the address listed in your complaint. Please allow up to two weeks for processing and delivery.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:06/07/2023
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.
Money was stolen from me from boost mobile they made an unauthorized charge to my card for an account for $80 I did not authorize to be charged for and they will not refund me so money was stolen from me and it was customer agent fault this all happenedBusiness Response
Date: 07/03/2023
June 27, 2023
*******************************
***********************************
******, ** 44484
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 14, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.
You said Boost Mobile made an unauthorized charge to your credit card for $80.00 and refuses to refund it.
I reviewed your account records and did not find a payment for $80.00, nor did I find any duplicate payments made to the account. This issue was also reviewed on May 12, 2023, and the findings resulted the same.
If you have information that contradicts these findings, I recommend you dispute the transaction with your financial institution or card issuer.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:06/07/2023
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.
Hi team,Recently had issues with my data on my iPhone 11. I was told I could upgrade in the store for ****** to an iPhone 12 to get 5G network.However the network was still bad due to the carriers coverage. I purchased the phone 5/7/2023 and attempted to return 5/9/2023 today.And was told I am trying to commit fraud. I asked how? If I am returning the same phone I was given, with no damage and original receipt.After an hour of waiting and asking for the owner, the owner told me the same thing. And that she will be there this Friday and she nonchalantly threatened me by saying she will call the police. So why come Friday to speak with her if she wants to call the police on me because I am asking for a return a day later?I was floored as I was baffled as to why I couldnt return a phone I had less than 2 days because I dont need since it doesnt function the way I need it too.I have receipts and names.The rep name is ***************The owner Im not sure if they lied to me is: **** and number is ************ Store is boost mobile and I filed a complaint with their customer service. Reference#: ********************************** customer care was shocked they refused my return after only having it a day and nothing is wrong with the phone and I have the receipt.Do you mind assisting me with this matter?Business Response
Date: 07/03/2023
June 30, 2023
Mr. ***********************
************, ** 22043
Re: BBB Complaint #********
*************
Dear ******************:
On June 12, 2023, we received your complaint, dated June 7, 2023, filed with the Better Business Bureau.
You stated that you purchased a device through a ******************** retail store. You decided to return it two days later, but the store would not accept it for a refund. You requested assistance.
My attempt to contact you by phone at ************* on June 29, 2023, 2023, was unsuccessful, but I left you a voicemail.I also sent an email to ************************ with a request to contact me.
All Boost Mobile retail stores are independently owned and operated. Boost Mobile, therefore, cannot refund this purchase. I sent a request to our retail store liaison to investigate this issue.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
**************************************************************** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:06/07/2023
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.
been a customer with 3 different accounts for the last 25ish years!!! and Honestly I spent the last two to three weeks calmly explaining that my data connection is acting like I didnt pay my bill or that my data limit is up and It clearly is PAID and not up ****mb is not 1gb explained this at least 20x to 5 different people over the course of almost a month. I pay 100 for the yearly 1gb plan and the first time I did it I had no problems... now they simply keep giving me the run around and keep telling A my limit is up or B they will escalate this Issue and it having been again almost a month since my first escalation that means little to nothing to me along with not being refunded for ANY OF MY 100$ for 12 months of service makes me really feel like they simply scammed me out of this months worth of data and the upcoming years worth of data... I want my remaining months refunded and my number released so that I can move on and find a company that values my loyalty of 25 years.... (will update with receipts and charges later when I have more time if possible)Business Response
Date: 07/03/2023
June 27, 2023
*********************************
*******************************
********, ** 03874
Re: BBB Complaint #********
************ -2023-06-26928
Dear ******************:
On June 14, 2023, we received your complaint, dated June 7,2023, filed with the Better Business Bureau.
You said that you could not have used your full data allotment. You requested a refund for the unused portion, and information necessary to port out your phone number.
You are on the $100.00 12-month/1 GB 4G/5G annual plan; therefore, it is highly conceivable that you reached your data limit within the 30-day cycle. Please understand that a 1 GB data plan will allow you to browse the internet for around 12 hours, to stream 200 songs or to watch 1 to 2 hours of standard-definition video. High-definition videos will greatly decrease the amount of time you can watch them.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Thus, your refund request is denied.
If you choose to cancel your service and port your phone number to another carrier, you will need to provide your account number ************** to the new provider and they will initiate the porting process. Additionally, the Apple iPhone 8 associated with your account is unlocked allowing you to use with another compatible carrier.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************
Boost Mobile is NOT a BBB Accredited Business.
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