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

4,971 total complaints in the last 3 years.
1,524 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:05/18/2023
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.
Originally claim # ******** This is still on going with little to no help from boost mobile. The phone has never been activated or used. They cant get it active for some reason and they keep billing me.
Business Response
Date: 06/13/2023
June 12, 2023

*************************
4407 **************.
*********, ** 37312

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

Dear **************:
On May 26, 2023, we received your complaint, dated May 18, 2023, filed with the Better Business Bureau.

You stated that you placed an order in February of 2023, but you have not been able to activate the devices. You requested a store credit or refund.

My attempt to contact you on June 12, 2023, by telephone at ************** was unsuccessful. I was not able to leave a message. I also sent an email to ********************** with a request to contact me.

As you requested to return these devices for a refund, I will make an exception to our policy and ***** your request once I received these devices. For information on processing the returns, please contact me by replying to my email or calling **************.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/17/2023
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.
I switched from Metro pcs to Boost, last month. I transferred my number, paid for my first month's service, and paid a $40 activation fee. My cellular plan costs $60 per month, plus $7 for device insurance. I've used the phone for one month. I'm attempting to pay for the next month's service, but Boost wants $134. I spent over an hour on the phone with customer service last night, and was told the problem was corrected. Attempted to make the $67 payment again today, but the account says $134 is due. I called customer service again. They told me I have to pay $134, or return to the store, across town, to dispute with the store that sold me the phone and plan. I only wanted a reasonably priced phone plan. I feel as though they're taking advantage of me, and attempting to steal from me, and calling customer service should help resolve this, as my payment history confirms a successful first payment(made at the store), rather than asking me to leave work ************ across town, and confront the employees that clearly made a mistake. Isn't that what customer service is for? I have a $60 monthly plan. My first payment made outside the store, for my second month of service should be $67, not $134.
Business Response
Date: 06/13/2023
June 7, 2023

*****************************
***************************************
*******, ** 34219

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

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

On May 24, 2023, we received your complaint, dated May 13, 2023, filed with the Better Business Bureau.

You stated that you signed up for service in April of 2023 at a retail store. You made a $67.00 payment for the first month of service. One month later, our system requested a $134.00 payment for two months of service. You indicated that you were unable to get this resolved through our customer service department.

A review of your account shows that the payment made at the retail store never posted, which prompted the $134.00 request.

Please note, all Boost Mobile retail stores are independently owned and operated. Therefore, the store in question would be responsible for correcting this issue, as they collected the funds.

Our records show that you have transferred your service to another carrier.

Sincerely,

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

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

*********************
Initial Complaint
Date:05/17/2023
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.
I have called 4 times trying to get help with my phone and they have hug up on me two times and they wouldn't let me talk to there supervisor.
Business Response
Date: 06/13/2023
June 9, 2023

Mr. *********************
*********************** J
******, ** 25064

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

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

On May 26, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You stated that you called Boost Mobile four times about your phone. You stated that you were hung up on twice and you were unable to speak to a supervisor. You requested a refund.

There is no record in our system that an agent disconnected a call while speaking to you.

Our records indicate that you contacted Boost Mobile regarding an issue with data service on the device. This issue appears to have been resolved on May 25, 2023.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

If there are further questions or concerns about this issue, please feel free to contact our customer service department at ****************.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:05/17/2023
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.
I have a Boost Mobile mobile plan that I have not been happy with ever since it started. I was on the *** program and various times the service stopped for no reason and they couldn't fix it and I even filed a BBB complaint earlier this year that wasn't closed to my satisfaction.So on May 16, 2023 I called Boost customer service to unlock the phone so that I could go with another provider. Their call menu really has no option to talk to a rep and I had to go around in circles trying to find it. I found it and then waited about 40 minutes for their service to call me back. Once I got a rep on the line and explained the situation, he said no problem, we can do that. I was put on hold 3 separate times while he needed time to look into the service. So then finally he said to follow these instructions to unlock the sim card - update all the software, restart, go into the system menu and they choose **** unlock and it would be unlocked. In total I spent over an hour talking to them. I then tried these instructions and nothing worked, the **** option wasn't even in the menu. On 5/17/23 I called them again to see why it didn't work and then their rep told me that the phone wasn't eligible to be unlocked until 6/30/23. So then I asked, why didn't the rep just say that the first time I called? So basically what Boost does is throw customers for a loop, and it's infuriating and disgusting to treat people like that and waste their time, effort, and what little data they have on the phone. That update I did was over 1.2gygabites and all I have is their 10gygabite per month plan and no other internet or wifi. So basically they just toy with customers, and that's basically abuse. I talked to one of their supervisors and they didn't do anything about it, and it seems that's just how the company operates. Misleading, providing false info and hiding details Since they said that they could unlock the phone the first time, I want them to follow on the promise and do it. Thank you.
Business Response
Date: 06/13/2023
June 12, 2023

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

Re:BBB Complaint #********
903495792735 - *************

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

On May 18, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).

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

*****************************
Initial Complaint
Date:05/17/2023
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.
I bought the phone through a promotion they had going on at the time. You buy the Refurbished iPhone you pay for 3 months of service and itll all be ****** they had the phones going for ****. So I purchased one purchased the 3 month service plan. Once I received my phone my phone worked for a week then stopped working I had no service. I called the company multiple times was given different answers every time. Then I was told they were going to give me a new phone since the three SIM cards they sent me still didnt get my phone to work. I was also promised a reimbursement for the months my phone was not working. I never received any of these promises and when I called to speak with somebody about it they said they dont see any notes on my account they dont know what Im talking about they were not going to give me a refund reimbursement or a new phone. Then tried to charge my card multiple times for the bill that they said they were going to cover.
Business Response
Date: 06/13/2023
June 7, 2023

*********************
************************************ C
*****, ** 21221

Re:BBB Complaint #********
204629252203 - *************

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

On May 30, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You said you experienced technical issues and you requested a refund.

A review of our records indicate that you activated your service on February 10, 2023. You contacted ** over a month later regarding technical issues. As at least one month of $30.00 ********************** was used, a refund of $60.00 was processed on June 6, 2023. Please allow three to five business days for processing.

Our records show that you canceled your account in May 2023.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

*********************
Initial Complaint
Date:05/17/2023
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 5/15/23 I went into the Boost Mobile Store to switch my service from MetroPCS to boost under the assumption that they were giving free phones with switch using I.D. Verification. They have a lot of in-store deals that they are advertising at this particular store. I told ****** exactly what I wanted to do. I want to switch from MetroPCS to Boost Mobile. I wanted the unlimited plan, I want to keep my same number, and add my ACP discount through Boost. I picked the 5G moto stylus which was free with switch if you keep your same number or $60 if you get a new number. I go to the bathroom and return to the store. ****** is gone, left the store open. She has switched my phone, did not give me the plan I asked for. Charged me $60 for a phone I did not ask for. I asked her what happened and she give me a lie, then tell me if I have a problem then I can go back to MetroPcs after being in the store for 3 hours. This type of customer service is unacceptable. They not honoring the in-store deals and products they advertising.
Business Response
Date: 06/12/2023
June 9, 2023

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

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

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

On May 26, 2023, we received your complaint, dated May 17,2023, filed with the Better Business Bureau.

You said that you switched to Boost Mobile because they were offering free phones,but when you visited a store you were charged for a phone you did not ask for.When you questioned the stores representative, they told you that if you have a problem, you could go back to Metro PCS.

Although authorized to sell Boost Mobile products and service, retail stores are independently owned and operated; therefore, you will need to work directly with the stores management and ownership team to resolve this matter. However,I did forward your complaint to our *********************** team for review. If necessary, you will be contacted for additional information.

Sincerely,

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

***************************************************************** / ******* Better Business Bureau
                ***********************************350
                ******,** 80210

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

Customer Answer
Date: 06/14/2023

Complaint: 20065091

I am rejecting this response because: I already went in the store to try and resolve this matter. I was unsuccessful. The representative is upset because I filed a complaint on her. I have recordings of our conversations to confirm that.

Sincerely,

*****************************
Initial Complaint
Date:05/17/2023
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.
Im being over charged for a closed account and still havent had my phone in my new account activated. Im being charged and my phone still off. I want my money back so I can change phone companies
Business Response
Date: 06/13/2023
June 7, 2023

Ms. *********************
*************************
**********, ** 19802

Re:BBB Complaint #********
414491772616 - *************

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

On May 26, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You said that you were being charged, but your account was not active.

A review of our records indicate that your account was suspended due to violations of our terms of service. A system issue caused your AutoPay to continue being charged.

A $30.00 refund was processed on June 6, 2023. Please allow three to five business days for processing.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

*********************
Initial Complaint
Date:05/17/2023
Type:Billing 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.
My fiance and I purchased 2 cell phones ******** 5g stylus @ **** each online through boost each transaction was made different days but within a couple days of each order. We received our phones everything great,until our first bill. We both have separate accounts,her name is *************************** her line ending in ****. Both accounts were auto pay from same credit card. She/we both have called every month to say hey there's a second line on her account that should not be on the bill and every month we are told lies,it's been taken care of,until last month and the bill was *****, should be *****,called and called finally the line was cancelled but the money taken off my card has not been put back,agents tell me it's coming but then I call back and there clueless. I want my ***** back on my card
Business Response
Date: 06/13/2023
June 13, 2023

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

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

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

On May 26, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You said you were charged $80.00 without your consent when you should have only been charged $40.00. You requested a $40.00 refund.

A $40.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.

We strive to provide excellent service and we regret that your experience was unfavorable.

Sincerely,

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

**************************************************************** / ******* Better Business Bureau
                *************************************350
                ******, ** 80210

                *********************
Customer Answer
Date: 06/13/2023

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:05/17/2023
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.
Dates 05/15/2023 and 05/17/2023 I was a prior customer with ********************. I switched providers but kept the phone. When I went to the store to cancel the phones 2 years ago, I was told the phones would be unlocked. On 5/15/23, I contacted Boost and spent 2 hours on the phone with customer service. After they advised that the phone had not been active for 1 year they stated I could not unlock it. I advised that the store I purchased the phones from in ************** advised that the phones would be unlocked. A supervisor took the call and told me they approved for the phone to be unlocked. The representative assured me that a message would be sent to my phone confirming that the phone would be unlocked within 2 business days. I never received the confirmation. I was provided call record number I2290993453. I called again on 5/17/23 and was told a completely different story. I asked for the call to be escalated. I provided the call record number and the person I spoke to agreed that I was told by a supervisor it would be unlocked but she would not do it going back to the original issue. She disconnected the call when I asked to speak to her supervisor. This is not only horrible customer service, this is one of the most unprofessional businesses I have worked with. They would not hear me out and made promises that they did not keep. I want the recorded call from 05/15 listened to by a **************** official and the phone needs to be unlocked as promised. This is a poor business practice to provide confirmations and assurances on Monday and completely walk them back on Wednesday after a supervisor had already approved the unlock. This needs to be cured asap. Telling me they understand but....it was not an option when I spent 2 hours of my Monday being assured this very thing would not happen. For a customer specialist to hang up on me when I requested an escalation is asinine. Boost mobile, keep your word, and follow through with your commitments. CS Rep: ******
Business Response
Date: 06/13/2023
June 3, 2023

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

Re:BBB Complaint #********
411712768 - *************

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

On May 17, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.

You requested your device be unlocked.

Boost Mobile will unlock a device under the following circumstances:

?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.

MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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).

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:05/17/2023
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.
Paid my bill 3 separate times for the same month and still have no service. I have called and spoken to several people all said that they put in a ticket and that the service will be restored in 24 hrs. We are now on day 5 and still no service. I waited an hour for a supervisor who claimed that the problem will be fixed. I have been with boost mobile over 20 years, and never had a problem until they changed to a new system. I use my phone for work. So I have had to call out. The ticket numbers are #*******,#*******,#*******,#*******. I've been given so many tickets that I stopped writing them down.
Business Response
Date: 06/13/2023
June 13, 2023

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

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

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

On May 26, 2023, we received your complaint, dated May 17,2023, filed with the Better Business Bureau.

You stated that you submitted three payments for one billing period, but you have no service. You requested that we restore it.

Please be advised that our records show your service is currently active and consuming network resources as expected.

A review of your account indicates that your service was interrupted due to a customer-initiated-bank chargeback. Due to the prepaid nature of Boost Mobile service, when a chargeback is received the funds are removed from the account, causing an interruption of service. We regret any inconvenience this may have caused.

Sincerely,

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

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

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

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Boost Mobile is NOT a BBB Accredited Business.