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
- 4,971 total complaints in the last 3 years.
- 1,514 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:05/22/2023
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.
the date i changed my plan to the 25 dollar a month is in march 2023 i had to call and the supervisor switched it very quickly but that isnt what i got , boost switched it to a data limit plan and i called about it several times and i got told twice the system was down and the supervisor i just spoke to today 05/22/2023 told me the system wont let her change my plan , me and my husband both have no data or can not call anyone . i cannot get anywhere with them please help me i have pictures of everything boost posted on their website but it isnt what you get and they wont change it . i cant see what they are giving me i can only trust them i have no phone service they said i used all my data i saud how i dont get any ever so something is very fishy .please help meBusiness Response
Date: 06/16/2023
June 14, 2023
***********************
**********************
Re:BBB Complaint #********
*************
Dear ****************:
On May 31, 2023, we received your complaint, dated May 22, 2023, filed with the Better Business Bureau.
You attempted to change your plan to the $25.00 Unlimited Talk & Text, but you were unable to. You contacted our customer care department, but they were unable to assist you as well. You requested that we apply this change to your account.
It appears the plan change did process correctly, as both devices on the account are now listed on the $25.00 Unlimited Talk & Text plan.
Your account is currently suspended due to nonpayment. The amount due to restore service is $63.00.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/22/2023
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 terminated service with Boost due to high costs. I purchased my ************ cell phone from Boost on 10/18/2021. In the beginning of May I was on the phone with Boost. Cancelling service and unlocking my cellphone. I assumed it was already unlocked since its been almost two years. After being on hold for almost 2 hours I finally spoke with someone and they said they took care of everything. Actually thats not true. Yes they terminated the service after almost an hour of conversation. I just recently found out that my phone is still locked. I called again today and was on hold twice for again many hours. I am partially deaf and I can't be on hold indefinitely. Please ask them to unlock my phone. I have included the transaction from my bank statements online. Its not on the Boost site. I have no idea how they lost it.Business Response
Date: 06/16/2023
June 7, 2023
*************************
**********************************
******, ** 17406
Re:BBB Complaint #********
726628477400 - *************
Dear ************:
On June 1, 2023, we received your complaint, dated May 22, 2023, filed with the Better Business Bureau.
You requested to have your phone unlocked.
Our records show that your phone was previously unlocked.
Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 06/16/2023
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:05/22/2023
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 paid my phone bill like I do every month May 1st online boost website the same way Ive been paying for years. 15 days later May 15th I wake up and my phone was shut off. It took hours to actually get someone to tell me what the heck was going on. They told me since they have a new boost app called BoostOne that I am supposed to only pay my bill on that app. Which I was never told, never got an email never got a text phone call or anything!! How was I supposed to know this information if I was never informed I never even knew about BoostOne app until my phone got shut off 15 days after I just paid my bill. Its now been exactly a week since Ive been waiting for them to investigate this. I was promised ***** hrs they would get back to me its been a whole week and I just reached out again and still my ticket is being investigated?! Now what if I didnt have the money to pay my phone bill again 15 days later I am pregnant and cant work right now so boost has gave me nothing but a hard time. I cant seem to get an answer out of anyone I call or chat with.. I just keep getting I have to wait.. absolutely ridiculous and something needs to be done. I even have my bank statements and I told them I can send them but for some reason they wont let me send which is very odd because this would all be resolved already if I could just show them!!Business Response
Date: 06/15/2023
June 15, 2023
*************************
**********************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 31, 2023, we received your complaint, dated May 22, 2023, filed with the Better Business Bureau.
You said she made a payment on May 1, 2023, yet her service was suspended on May 15, 2023, without her consent. She requested a refund.
Your request has been granted. A $50.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
**************************************************************** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************Customer Answer
Date: 06/15/2023
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.
Only thing is they didnt say was where would the $50 refund be sent to? Can you please let me know that. Thank you!
Sincerely,
*********************Initial Complaint
Date:05/22/2023
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 contacted Boost Mobile today in regards to ACP & because they were unable to help me over chat & told me I needed to go to a store (nearest is out of state) I asked for my account info so I could port my number to a different company (just as I did when I ported same number TO Boost) & was told they needed to call even though I asked to have it texted or emailed as I had no access to anything to write info down with & my phone often does not make or receive calls, saying No Cellular Network & was told they could not. They then proceeded to ask me info to confirm my account even though they were calling MY number . . . I gave this & asked that they at least leave MY account info on MY voicemail at the phone number on MY account after I had provided MY account details. They refused. They are being difficult simply because they don't want me to port my number, which was not even issued thru them in the first place. And, I can't even use my phone with another provider because even though I PAID for it, you have to have had paid service with them for TWELVE months before they will unlock it. I just want my account details!!Business Response
Date: 06/15/2023
June 7, 2023
***********************************
88 ***********.
*********, ** 05735
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 31, 2023, we received your correspondence, dated May 22, 2023, filed with the Better Business Bureau.
You disputed Boost Mobiles verification procedures.
Please note that, in order to provide porting information, our agents must complete additional steps to verify callers to ensure our customers accounts and information are secure. As such, they requested to contact you at the number associated with the account in order to verify your identity. You declined,however.
Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
Your port-out *** is ******. Please log in to your online account at BoostMobile.com to obtain your account number.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Customer Answer
Date: 06/15/2023
Complaint: 20089627
I am rejecting this response because: the agents at Boost had ALL the information required to verify my account. I have already switched carriers & had to change my number after years of having same number (that I ported TO Boost).
Sincerely,
*******************************Initial Complaint
Date:05/22/2023
Type:Order 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 name is ******************* April 14 2023 Boost Mobile was support to provide me phone service The nature of the dispute is that Boost turn my phone off for no reason. Boost turn my phone back no and then turn it back off. All last month they was turning my phone off and on. Saying that I call a restricted line but want tell me what the number is. I paid for unlimited talk, text, and data every month.Account number ************Business Response
Date: 06/15/2023
June 14, 2023
***********************
**********************************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 31, 2023, we received your complaint, May 22, 2023,filed with the Better Business Bureau.
You said that you experienced intermittent signal loss for a month. When you inquired about this issue, you were informed it was due to calling a restricted line, but you were not provided with the number that caused this interruption. You requested a store credit.
A review of your account finds that the two phone numbers associated with it have been ported out to another carrier.
The issue that caused the suspension of your service is a violation of Boost Mobiles terms and conditions; therefore, your request for a store credit is not granted.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*****************************Initial Complaint
Date:05/22/2023
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 called boost several times there is about eight different accounts and eight different names all taken off my credit card and payments continuously I've given all the information and I'm not giving it getting any return phone calls I have an attorney that is involved this is due to I can't get medications this is fraudulent and no one's calling me backBusiness Response
Date: 06/15/2023
June 14, 2023
Ms. **** ****
*****************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. *************** May 31, 2023, we received your complaint, dated May 22,2023, filed with the Better Business Bureau.
You said your credit card is being used to make payments to eight different Boost Mobile accounts.
A search of Boost Mobiles system did locate four accounts associated with your credit card; however, only one of them is active. Of the remaining three, two are disconnected and one never completed the activation process. I recommend that you contact your financial institution or card issuer and dispute the transactions you did not authorize.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:05/22/2023
Type:Customer Service 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 wife had made a payment to boost mobile on may 1st for 35 dollars and got a text message on the 4th of may confirming her payment and now that they migrated her account to the new system they have no records of her payment that she made and when I called them multiple times may 21st I got hung up on multiple times as well my wifes phone number is ************Business Response
Date: 06/15/2023
June 14, 2023
Mr. **** ****
1079 ***********.
***********, ** 12303
Re:BBB Complaint #********
113897531136 - *************
Dear Mr. *************** May 22, 2023, we received your complaint, dated May 21, 2023, filed with the Better Business Bureau.
You said that on May 1, 2023, your wife paid $35.00 to Boost Mobile, but after the account was migrated to a new system, they could not find record of the payment. You requested the service be restored and compensation be provided.
When we spoke on June 14, 2023, I confirmed that a payment was made to restore the service. In the interest of customer service, I offered to issue a one-time $50.00 credit to your account. You accepted my resolution to your complaint.
We regret any inconvenience you may have experienced and we thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:05/21/2023
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.
My phone calls have been redirected my phone number has been stolen and my bills not due till June 5th and yet I do not have service on my phone because somebody is hacked it numerous times and spoken on my behalf on my social media my emails as well as my text messages it's a complete invasion of privacy and and done business transactions as if me behind my back without my knowledge of itBusiness Response
Date: 06/15/2023
June 14, 2023
*********************
7837 Tabard Ct.
**************, ** 95621
Re:BBB Complaint #********
841864607086 - *************
Dear **************:
On May 22, 2023, we received your complaint, dated May 21, 2023, filed with the Better Business Bureau.
You said your service is currently interrupted and the bill is not due until June 5, 2023. You also indicated that your account has been hacked numerous times.
A review of your account indicates it was interrupted due to non-payment. The last payment for service was made on April 8, 2023, and covered service through April 19, 2023. You will need to make a payment to restore your service.
Phone hacking is not something in our control and there are a few steps you can take if you believe your phone has been compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Change your Boost Mobile PIN This can be done through your online account or the ******************** app.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:05/21/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a phone through boostmobile.com on 5/08/2023. I paid $1069.00. I received the phone and tried to activate it. I was told the phone was locked and blacklisted. Its supposed to be a brand new phone. I called them on 5/11/2023, they told me that it would take up to ***** hours to get a refund. I still havent got anything from them regarding a refund or exchange. Ive been a boost mobile customer for 12+ years. This is no way to treat a paying customer. They took my money real fast, but dont want to give me a refund or exchange the product.Business Response
Date: 06/15/2023
June 7, 2023
*********************
************************************************************
Re:BBB Complaint #********
67647416**** - *************
Dear ****************:
On May 22, 2023, we received your complaint, dated May 21, 2023, filed with the Better Business Bureau.
You stated that on May 8, 2023, you purchased a phone on our website, but you were unable to active it. You mentioned you reached out to customer service about this on May 11, 2023, but you have yet to receive a refund or exchange. You requested the phone be refunded or replaced.
Our records indicate you were informed the device would need to be returned before a refund can be issued. Your return authorization number is RA-****-******-7374.
Please visit ****************************************************************** for more information on Boost Mobiles return policy.
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
*************************************350
******, ** 80210
*********************;Customer Answer
Date: 06/19/2023
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. Only if the issue is resolved after they recieve the item back. I just recieved the *** on June 18, 2023. I shipped it today June 19,2023 they will recieve it on Wednesday June 21, 2023.
Sincerely,
*********************Initial Complaint
Date:05/21/2023
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.
I want all my money back from boost mobile they discriminated against me.Business Response
Date: 06/15/2023
June 7, 2023
Namecca *****
69 *************.
**********, ** 13903
Re:BBB Complaint #********
640713643583 - *************
Dear Namecca *****:
On May 21, 2023, we received your complaint, dated May 21, 2023, filed with the Better Business Bureau.
You stated that Boost Mobile discriminated against you. You requested a refund for all funds paid.
Our records do not indicate any discrimination occurred.
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 will be forfeited.
We respectfully decline your request for a refund.
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
*********************;
Boost Mobile is NOT a BBB Accredited Business.
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