Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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 Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a new iPhone 12 on May 14. The credit card initially thought the purchase was fraudulent & rejected it. I approved the purchase. I was advised by the notice to resubmit the order. I did. Boost charged me twice for the phone. I thought I had resolved it 2 weeks ago. They told me I would receive my refund within 5 business days. I never received it. When I inquired today about it I was told that I was not eligible for a refund because I had purchased 2 phones & that they had sent me 2 phones, which wasn't true. They even claimed that there were 2 *** tracking numbers. This also wasn't true. I receive notices from *** whenever a package was sent. I only received 1 notice & only 1 delivery confirmation. I was on the phone with customer service for over 3 hours today. I repeatedly asked to speak to a supervisor. I was continually blocked by the customer service rep. *** claimed that the system was down but the supervisor agrees that only one phone was sent. Still no refund. All I got after 3 plus hours was that someone would look at it within 48 hours. I wasted a whole afternoon with these fools. Stay away. Do not do business with them. A total scam operation. If I don't get a quick resolution I will be contacting the ******** Attorney General and file a consumer fraud complaint.
Business Response
Date: 06/26/2023
June 26, 2023

Mr. *************************
****************************************************** 2
*******, ** 60645

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

Dear ****************:

On June 5, 2023, we received your complaint, dated June 1,2023, filed with the Better Business Bureau.

You said that on May 12, 2023, you purchased an iPhone 12 from Boost Mobile and your credit card company initially rejected the charge.After approving the purchase, you resubmitted the order and Boost Mobile charged you twice, and they claim both orders shipped and no refund is due.

A review of your Boost Mobile account indicates two orders were placed on May 14, 2023: The first one at 10:30 am CT, shipped to the address entered and has *** tracking number 1Z52A2590310865466. The second order was entered at 10:42 am CT, shipped to the service address and has *** tracking number 1Z52A2590310865788. Both orders show delivered on May 16, 2023;therefore, no refund is warranted.

We regret any inconvenience you may have experienced.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:06/01/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone online. Someone canceled my service and my account before the phone was delivered. I called and asked for a refund but I keep getting the run around. All the representatives say this is not an issue they can resolve and it has to be passed on to the "back office."
Business Response
Date: 06/23/2023
June 23, 2023

*********************************
*********

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

Dear ******************:

On June 5, 2023, we received your complaint, dated June 1,2023, filed with the Better Business Bureau.

You said that you ordered a phone, but your account was canceled prior to it being delivered. You requested a refund of the payment.

Unfortunately, a Boost Mobile account was not found with the information you provided.

Please provide the full telephone number associated with your account, as well as the order number of the purchase in question.

Sincerely,

*********************
Manager - Retention Operations
Executive Escalation Team
Boost Mobile

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

Customer Answer
Date: 06/24/2023

Complaint: 20131943

I am rejecting this response because:
I was finally issued a refund but it took a month and it was not an easy process to have it issued to me. I had to call at least 10 times and every time I was told the "back office" had to look at it. Finally on June 8th, ticket number ******* was resolved.

Sincerely,

*****************************
Initial Complaint
Date:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 2, 2023, I made my monthly payment of $25 on the Boost Mobile App. In doing so, I was charged two additional payments of $25 each. When I called customer care, I was given two ticket numbers and was told that I would be issued a $50 refund within 24 - 72 hours. I was also told that I could call back and check on any updates with my case. On May 31st, I called customer care again and asked for an updated. I was told there was no update and to check back at a later date. I told the representative that it did not take 24 - 72 hours for Boost Mobile to overcharged me and it shouldn't take that long to refund my money. At that point I asked to speak to a supervisor. I was told that supervisors don't take phone calls and would have to be contacted via Chat by the representative. After being on hold for 38 minutes, the representative informed me that the supervisor would be handling my case and reassured me that my refund would be issued the next morning. On June 1, 2023, I called customer care again and explained my issue to the representative. I was place on hold for about 4 minutes and then was told the system was down and there was no way for anyone to assist me with my issue. All I want is my $50 refunded and I feel as though I am being given the run-around. Boost Mobile is THE ABSOLUTE WORST provider in cellar service. When this issue is resolved I will be ending my service with this horrible provider.
Business Response
Date: 06/26/2023
June 8, 2023

*****************************
***********************************************************

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

Dear ************:

On June 5, 2023, we received your complaint, dated June 1,2023, filed with the Better Business Bureau.

You stated that on May 2, 2023, you made a $25.00 payment through the Boost Mobile application; however, you were charged two additional payments of $25.00. You indicated that you have contacted customer care several times requesting your refund, but you have yet to receive it. You requested your refund.

Our records indicate that on June 2, 2023, a refund of $50.00 was submitted.

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:06/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 12 2023, I made a purchase of a phone and SIM cards. Couple days later I tried to return the phone unopened. Boost told me they were in the process of changing systems and could not do anything over the phone. They told me to stop in a retail store and return it. Went to the store and they could not return it because each boost store works independently and they purchase phones from different places not boost mobile. I called boost again and they said they would mail a return label. I waited for the label over a week and nothing came. I called again to inform them I never got a return label, they told me I was passed the 10 day **** and I could no longer return the phone. I tried explaining I was waiting for the return label. They said they did see a rerun pending in the system and they would check but then they hung up. I called a few days later and was on the phone again for over an hour towards the end I asked to speak to a manager they again proceeded to hang up. I want boost mobile to refund me my purchase of the phone. The box is still unopened.
Business Response
Date: 06/27/2023
June 27, 2023

****************************
**************************************
*********, ** 19707

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

Dear **************:

On June 5, 2023, we received your complaint, dated June 1,2023, filed with the Better Business Bureau.

You indicated that you purchased a device from ******************** on March 12, 2023. Your attempts to return the device were unsuccessful. You requested to return the device for a refund.

During our conversation today, I offered to send you an electronic return label to return the device. Upon receipt of the device, a refund will be provided. You accepted this, and I sent a return label to your email address.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
Date:05/31/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning in February of 2023 I changed my plan from $10 monthly for 1G with reoccurring add ons costing $5 and $10 respectively. My plan was changed to $25 per month unlimited talk and text. At that time I asked that the add ons be removed. I was told they were. Instead I was charged for the add ons in March. So I called customer service and asked them to be removed. I was told they were. Instead I was charged for the add ons in April. So I called again, was told the same thing, was charged again in May. On May 31 I called customer service to ask again for the bill to be updated. this time I was told they could not access their own system and could I call back in an hour. I would like my monthly plan changed to reflect the removal of the add ons and. I would like reimbursed for the last 3 months charge, a total of $45.
Business Response
Date: 06/26/2023
June 22, 2023

*****************************
402 *******.
********, ** 93015

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

Dear ******************:

On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.

You said you have been trying to get Boost Mobile to remove the 1 GB and 2 GB reoccurring data packs from your account, but they are still there.

A review of your Boost Mobile account indicates the data packs are still on your account. I set them to be removed and I will monitor your account to ensure this occurs by your next billing cycle. I also issued a $45.00 credit to your Boost Mobile account.

We regret any inconvenience you may have experienced.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:05/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On last Thurs I lost my cell phone, I was able to suspend the phone service. The next day I purchased a phone and attempted to have Boost Mobile activate and reconnect my service. I was told that a "ticket was put in" and that in one hour my services would be restored. Serial hours later, I was still without service. I contacted Boost Mobile and was told it would now take 72 hours for my services to be restored. I called several more times over the weekend and was told my ticket was "expidited". Yesterday I received a email stating that my ticket was closed. I surely thought that my services was on because of that email NO SERVICE. I contacted Boost Mobile AGAIN and was told another " ticket" had to be created. I explained how I needed the phone because I am starting a new job this Tuesday and I need the phone service for work for my new employment. I need it for communication. I never experienced this with Boost Mobile before. Now I'm being told I have to wait until ANOTHER TICKET IS CLEARED. I expected phone service in a hour that I was told I would have it. Now the 72 hour process has started all over again. I START WORK TOMORROW.
Business Response
Date: 06/26/2023
June 20, 2023

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

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

Dear ********************:

On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.

You said you lost your phone and suspended your service, but when you purchased a new phone the next day, Boost Mobile was not able to activate service on it.

Because the phone was new, it would have required a new SIM card as well, but I was not able to determine if this issue was addressed with the representative.

As a courtesy, I initiated the unlocking of the phones associated with your account. In addition, if you want to port your phone number to another carrier, you will need your Boost Mobile account number, ************, and the port out PIN for each phone. The port out PIN for IMEI *************** is ******, and the port out PIN for IMEI *************** is ******.

We regret the inconvenience this issue may have caused.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *****************************
Initial Complaint
Date:05/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They disconnected my phone while their system was down for a month. I made contact and was told I requested the that. I didnt and asked for a refund and was denied. They sent me a text to restore in may. I again paid $50 still no service and again no refund
Business Response
Date: 06/26/2023
June 22, 2023

*******************************
**********************************************************************************

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

Dear ****************:

On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.

You said your phone was disconnected during Boost Mobiles outage, and customer service informed you that you requested your account be suspended, which you indicated you did not do. You also mentioned you made a payment in May to restore your service, but continued to go without. You requested a refund.

Our records indicate your account was interrupted due to a chargeback for the payment made on February 20, 2023. Your next payment on May 17, 2023, covered this chargeback.

We respectfully decline your request for a refund, as the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************;
Initial Complaint
Date:05/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Summary - boost phone returned on April 19 but have not yet received refund.10-apr-2023 - ordered phone from boost website to replace phone with broken screen. Phone on sale for $199. Purchased. But then received email invoice for $749.99 (plus $61.87 tax). I immediately called boost support. They said they could not change or cancel the order but when I receive the phone I can return it for a refund. 14-apr-2023 - received phone. called boost to initiate return process. They provided return authorization RA-****-******-**** .Shipped phone back to boost, in original packaging, unopened. FED EX TRACKING # ************ - phone received at boost mobile device returns center on 19 Apr .09-may-2023 - called boost support at this number: 833-50-BOOST to check on status of refund. Support person told me they could not help with a return. told me to call sales at this number: ************ 10-may-2023 - called sales @ ************. spoke to a support person, they indicated that they could not help with a return. Told me they would transfer to the correct department and provided this number as the correct contact: ************ 10-may-2023 - called ************ spoke to a support person at that number. They said phone was in the warehouse being verified, I should receive an update within the next 10 days. 23-may-2023 called ************ - spoke to account specialist - asked for status of phone return and refund. they indicated that phone was returned and marked complete. But refund has not yet been issued. They said warehouse had received the phone and they were checking to see if it was complete and in good working order. Then they would let me know the status. They could not provide a timeframe for that to be complete or a refund to be issued. Please help me resolve this issue. I have since purchased another phone. I am happy with my phone service from boost, but very unhappy with this purchase and return experience.
Business Response
Date: 06/26/2023
June 9, 2023

Mr. ***********************
181 *********.
*****, ** 75002

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

Dear ****************:

On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.

You stated that on April 10, 2023, you ordered a phone from Boost Mobile. You said it was showing for $199.00, but when your order went through you were charged $749.99 plus $61.87 in tax. You contacted customer service and they were unable to cancel the order and informed you that, once you receive it, you can return the phone for a refund. You indicated that the phone was returned on April 19, 2023, but you have yet to receive your refund.

On June 9, 2023, a refund for $811.86 was issued.

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

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

                *********************;
Customer Answer
Date: 06/27/2023

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.
Thank you BBB for helping me with this, and thanks to Boost for resolving.
Sincerely,

***********************
Initial Complaint
Date:05/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wednesday May 24, 2023 6:49pm I went in to transfer my landline number to wireless **** stated it would $299 for my service than $170. But the number would be transferred over by this morning Thursday May 25,2023.**** refused to give me what was included in the box stated on it 1 transceiver 1 lightning cable (once I got home I realized this)**** stated that I needed to purchase this item and it didn't come in the box Once I charged it up completely the battery stated it needed to be serviced by Apple.Please help this type of service with no humility is upsurd and really needs to have their business license revoked.
Business Response
Date: 06/26/2023
June 8, 2023

***********************************
********************************************************************************************

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

Dear ****************:

On June 5, 2023, we received your complaint, dated May 31, 2023, filed with the Better Business Bureau.

You stated that on May 24, 2023, you transferred your service to Boost Mobile, and you were provided two different amounts by the Boost Mobile store employee on the cost for initiation. You also indicated that you were not provided all items included in the box when you purchased your phone. In addition, you mentioned that once you charged the device, it indicated that it needed to be serviced by Apple. You requested a replacement device and refund.

Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory, set their own return and exchange policies. In order to resolve your concern, you need to contact the Boost Mobile store where you purchased the device.

If your phone is defective, you can either contact Apple for assistance requesting a replacement (if the device is within the warranty period) or you can file a claim with Likewize. For more information on this, please visit myphoneguardian.com/boostmobile/en-us.

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

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

                *********************
Initial Complaint
Date:05/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My daughter bought a NEW iphone 11, to find out as the camera was not working iot was refurbished device and first activated in 2019. Went back to the store and the associate stated to go to the apple store and they would replace it as it was under warranty. She went there and they stated they could not do anything as the phone was first activated in2019 and the store needs to provide a brand new phone or .give a refund as they can within 7 days, tomorrow will be 7 days. So she went back to the store and the same lady stated she would have to file a claim through the insurance. She tried that and they stated the same as the store they could not assist and the phone was not new and activated first on 2019. So went back to the store and they still stated to call insurance, which was purchased with the device. They ***** and need to provide a resolution.
Business Response
Date: 06/26/2023
June 20, 2023

*************************************
**************************************************************

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

Dear ************************:

On June 5, 2023, we received your complaint, dated May 31,2023, filed with the Better Business Bureau.

You stated that the camera on your daughters iPhone 11 is broken. You requested that we provide a replacement for this phone.

As outlined on our website, pre-owned phones are tested for functionality and gently cleansed. These devices may have visible usage wear and tear. All pre-owned devices can be returned within seven days of purchase for a refund, and are sold with a 90-day limited warranty. This limited warranty is not an insurance policy, nor does it cover repairs, lost or stolen phones,accident or abuse, or cracked screens. Any device issue that needs to be addressed outside the seven-day satisfaction guarantee period must be done through the warranty provider, Likewize, under provisions of the limited warranty.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************

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