Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,967 total complaints in the last 3 years.
- 1,509 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:05/30/2025
Type:Delivery 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 placed an order for and was charged for a new iPhone on May 8, 2025. The promised delivery date was 7 to 10 business days. I have not received my order, I have not received a tracking number for my order. And customer service and managers at ********************** message me on the app that all they can tell me is to wait (but they dont know for how long).Business Response
Date: 06/25/2025
June 19, 2025
Ms. ******** *******
******************************
************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. ****************** May 30, 2025, we received your complaint, dated May 30, 2025, filed with the Better Business Bureau.
You said that you ordered a phone on May 8, 2025, but you had not received it by May 30, 2025. You requested the device be delivered to you.
Unfortunately,certain devices are in higher demand than others are and this can cause delays in shipping. *** tracking indicates the device was delivered on June 10, 2024.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/29/2025
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 ordered two cell phones from boost mobile,paid may 5 $338.53 (creditcard) for the sales tax of the phones and the first month of service which was $130. i was going to be getting phones on a promotion for the iphone 16 pro max i was going to pay eleven dollars a month for 36 months and the iphone 16 pro i was going to pay 3 dollars a month for 36 months the catch was i was going to have to get there upgraded plan which was 65 dollars a month for each line hence the 130 price for service.on may 7 2025 *** tried to deliver a package from boost. the tape was broken one of the flaps to box was bent in so i pushed the flap down only to see a empty box i refused delivery and told driver i was supposed to get two phones there is nothing in here. she took box scanned it and said this box is damaged i will have to return box to *** and report it. may 7 i called boost mobile told them what happened they made a investigation ticket told me i was going to have to wait ten days the ticket number is ******* told me to call back on may 19 i did was told to call back on 22 i did they told me then to call back on may 27 they gave me the run around still so i asked for a supervisor i got ****** i told her the situation and how fed up i was .i asked her can boost just send me two identical phones since i have not recieved cell phones she says she cant they have to wait for *** to see if they will reimburse for the lost shipment and then they can send out the phones.i told her i dont want to be responsible for these phones i never recieved and is it better just to cancel everything and recieve my money that i charged my credit card back.she told me boost will make it right. im getting emails from boost saying to activate phones( i dont have them to activate). another email saying my bill is due (i have not activated service yet and plus i paid the 130 upfront) today i got a email saying if devices is not activated in next 3 days outstanding loan balance will be assessed to acct.Business Response
Date: 06/23/2025
June 12, 2025
Mr.*********** *******
*******************************
*********************
Re: BBB Complaint #********
************** - *************
Dear Mr. ****************** May 30, 2025, we received your complaint, dated May 29, 2025, filed with the Better Business Bureau.
You said you ordered two devices, but the box you received was damaged and ********* refused the delivery and indicated that you have not received a refund yet because you need to submit a claim to ***. You also expressed concern with being charged the loan balances if you do not activate the devices.
When we spoke, you informed me you already filed a claim with ***. A refund of $338.53 will be issued as a check to the address above. Please allow 7-10 business days for processing and delivery. Your loans will also be voided and you will no longer be responsible for them.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Initial Complaint
Date:05/29/2025
Type:Delivery 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.
Made an order on May 10 for an iPhone upgrade using the yearly trade in program. New iPhone was lost/stolen during the *** 2 Day shipment by May 14. Boost Mobile refused to acknowledge the lost/stolen report until 10 business days after shipment which was May 26. At that time, the customer is instructed to file a claim with ***. (The seller is the one responsible for shipping and insurance, so they should have filed the claim and not the customer.) Filed claim with *** on May 26 and it was denied on May 29 as shipper did not provide documentation of what was in the package and how much the value was. I contacted Boost Mobile asking for documentation of this and was informed they cannot provide that information. On May 29, Boost Mobile **************** (****, "Supervisor Manager in the *********************** stated that there is nothing they can do for me. I have attempted to find the Boost Mobile **************** contact information, but have not been able to as of yet. My bill already has the iPhone 16 upgrade on it and still has my old iPhone 15 making the monthly bill be double with less than 12 whole days (not the 30 days claimed).Business Response
Date: 06/23/2025
June 4, 2025
Mr. ****** ***
*****************
Deridder, LA 70634
Re: BBB Complaint #********
************ - *************
Dear Mr. ************** May 30, 2025, we received your complaint, dated May 29, 2025,filed with the Better Business Bureau.
You said that you ordered an upgraded device, but it was not delivered. You filed a claim with ***, but it was denied because you did not provide the proper description of the item.
I sent a copy of your finance agreement to you via email *********************** as this includes the device value and information describing it.
If you need anything else for the claim, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** SteffaniCustomer Answer
Date: 06/25/2025
Complaint: 23394014
I am rejecting this response because:
This complaint is concerning the Boost Mobile **************** policies dictating their responses for a lost/stolen order they shipped to the customer which never reached the customer. Instead of acknowledging that the package was lost, Boost Mobile's policy. The customer should not be forced to wait 10 business days before reporting an order was lost/stolen. The customer should never have to file a claim with a shipping company on a package that was never received as that liability is between the shipping company and the shipper especially when the shipper provides very limited documentation to the customer which the shipping company requires to acknowledge the claim. After the customer was able to get the shipping company to acknowledge the loss/theft, Boost Mobile had to conduct their own investigation until Boost Mobile quit holding the customer responsible for the lost order. More than a week later, Boost Mobile sends an email stating "support ticket: #******* has been resolved" along with another email stating that I would be refunded an amount that resembled the taxes paid for the order. A week after the ticket was "resolved", I received a message that my bank account will have $894.42 withdrawn because my trade-in was not received even though they refused to provide me information on where to send it to. At that time, it took me another few hours of transferring to multiple customer support to include a "Resolution Manager" without resolution. I was finally given a phone number with a specialized department which I had to answer multiple questions concerning my credit report before they would talk to me about my issue. They claimed that they believed they fixed my issue and we would just have to wait and see. It has now been a week and I have yet had the $894 withdrawn from my bank account.
As for this complaint, I reject the company's response as all it does it inform me to contact a specific person about this complaint and provide the documentation of the financial agreement made for an order that was never received. You cannot hold a customer responsible for a financial agreement if the company does not follow that same financial agreement.
Sincerely,
****** ***Business Response
Date: 07/03/2025
July 2, 2025
Mr. ****** ***
*****************
Deridder, LA 70634
Re: BBB Complaint #********
************ - *************
Dear Mr. ************** July 1, 2025, we received your rebuttal, dated July 1, 2025, filed with the Better Business Bureau.
You rejected our response expressing concern over having to file a claim with **** as you maintain that it should have not been your responsibility. You confirmed that you received a refund for the taxes you paid for the undelivered device. You also stated that although you have not been charged, you received an email stating you needed to return a trade-in device to avoid being charged $894.00.
We regret that you were not happy with our procedures and we have documented your feedback.
The email you reference was sent prior to the cancellation of your order and can be disregarded. Therefore, no credit is warranted.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
****** SteffaniCustomer Answer
Date: 07/17/2025
My BBB complaint was closed after not receiving an answer from me in 6 calendar days and not 7 after requested to reply. It was also on that 6th calendar day that Boost Mobile sent me another email declaring I will be billed $896 for my trade-in that was not accepted because it was never received. It was not received because the upgrade with the return materials was immediately lost or stolen and Boost Mobile refused to give me information how to send them my trade in back.
As of now, it seems the issue has not been resolved with Boost Mobile.
Business Response
Date: 07/31/2025
July 30, 2025
Mr. ****** ***
*****************
Deridder, LA 70634
Re: BBB Complaint #********
************ - *************
Dear Mr. ************** July 29, 2025, we received your rebuttal, dated July 29, 2025,filed with the Better Business Bureau.
You maintain that you are still receiving emails regarding the possibility of being charged for a device you did not return.
As I stated in my previous correspondence, your order was canceled and you are not expected to return a device. I contacted our back office to ensure you no longer receive these emails.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Customer Answer
Date: 09/03/2025
I believe we need to officially re-open the BBB complaint as this problem still has not been fixed. Mr. **** initially stated that he would have someone look at it, but has since stated that nothing can be done to fix my account. I have asked him to escalate it since he does not obtain the capability to get my account fixed, but I have not heard any response from anyone at Boost Mobile at this time.
Even though the *** and the Boost Mobile investigations in the loss/theft of the iPhone 16 Pro Max 1TB White that I attempted to upgrade to in May 2025, Boost Mobile has not corrected my account with them. Before the investigation was completed, they reinstated my iPhone 15 Pro Max 512GB White 2024 financial agreement which Mr. **** was so graceful in sending to me immediately after he received notice of the BBB complaint. My account shows the iPhone 15 Pro Max 512GB White with the payments, but my bill shows that I have service for an iPhone 16 Pro Max 1TB White with 36 of 36 payments made even though charges and credits are shown. Because my account still shows in it somewhere that I have the upgrade, my account no longer gives me the ability to upgrade.
Business Response
Date: 09/16/2025
September 15, 2025
Mr. ****** ***
*****************
Deridder, LA 70634
Re: BBB Complaint #********
************ - *************
Dear Mr. ************** September 8, 2025, we received your third rebuttal, dated September 8, 2025, filed with the Better Business Bureau.
You said your **** ***** reflects the iPhone 16 Pro Max upgrade that was canceled.
I requested that your billing information be updated to reflect the current device of an iPhone 15 Pro Max.Please allow a couple billing cycles for this to take effect. Meanwhile, if you have any further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** SteffaniCustomer Answer
Date: 09/16/2025
Complaint: 23394014
I am rejecting this response because: the business states it will take a few billing cycles to be fixed and a billing cycles is a month. I will try to keep this complaint open and updated weekly until the account and bill are fixed. As of September 16th, I have a couple of weeks until I get a new bill to see if it is fixed by then. As of now, I still do not have the option to utilize the yearly phone upgrade. I will check again in a week.
Sincerely,
****** ***Initial Complaint
Date:05/29/2025
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.
May 13 at 10:57 I paid boost mobile $193. 15 for a iPad and iPhone 6 I waited a week for it to get a update on the shipping process didnt receive a email May17 I called and they told me if was still processing Called again talked to multiple people and was told different things the order was going to to be shipped out, the order was canceled, I would receive a refund in 7-10 business days May28 passed the 10 days I called and they telling me the refund is processing May 29 I called and they cant tell me what going on with my money keep uBusiness Response
Date: 06/23/2025
June 4, 2025
***** ******
******************************************
**********************
Re: BBB Complaint #********
************** - *************
Dear ***** ******:
On May 29, 2025, we received your complaint, dated May 29, 2025,filed with the Better Business Bureau.
You said you have not received a refund for an order that was canceled.
A review of your account reveals that a refund of $193.15 was provided on May 29, 2025. We regret any delay you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:05/29/2025
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 believe I should owe 80 dollars or less to be honest with you I dont believe its that much I can send you pictures showing how I broke this down!Customer Answer
Date: 05/29/2025
So this been an on going issue, I was using they boost for a long time, and whenever something went wrong they call me and I make a payment, so one day they had cut off my boost all together saying somehow I owe 300 dollars, but drop it to 250, so I went over the list and they said it dont match which it did the most I believe I owe on everything is 80 dollars, I dont think its fair for me to pay for something thats untrue, I spoke to *** in there department and I ask to speak to someone over them they wouldnt let me. Like I told them I dont mind paying it but I dont want to pay for something thats incorrect.Business Response
Date: 06/25/2025
June 6, 2025
Mr.****** ********
FL 32225
Re: BBB Complaint #********
*************
Dear **************************** 2, 2025, we received your complaint, dated May 29, 2025, filed with the Better Business Bureau.
You indicated that the balance on your account is incorrect and you would like it fixed.
When we spoke by phone, you advised me that your complaint is not with Boost Mobile since you are not a customer of ours. I recommended that you refile your complaint and include your correct phone provider.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** SteffaniInitial Complaint
Date:05/29/2025
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.
Boost locked my phone I didn't purchase from them, changed my account, added phone lines, won't cancel them, added international hot spot, access all my prepaid cards, bank accounts and email, changed password, stealing my money and locking me out of emails, won't cancel extra lines, illegally imported my phone numbersBusiness Response
Date: 06/23/2025
June 19, 2025
Ms. ****** Ozierhoward
************************
************************;
Re: BBB Complaint #********
************** - *************
Dear Ms. ********************** May 29, 2025, we received your complaint, dated May 29, 2025, filed with the Better Business Bureau.
You said that we locked the phone you purchased from another company. You also stated that your account was changed when international hotspot was added. You indicated that someone has accessed your personal and financial information.
Our records show you purchased two phones at Boost Mobile retail stores: a TCL 50 XL and a ******* Galaxy A15 5G. They were bought at significantly discounted prices, which is why they are locked in accordance with our policy.
A review of your account found the second line was canceled and credited.
Below are a few steps you can take if you believe your phone is 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.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
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.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/01/2025
Complaint: 23390864
I am rejecting this response because:
The ******* Ipurchased from boost was damaged and it was supposed to be free and I paid $175 cash the some kind away boost debit my savings account *****,$ 158 plus$58 Feb *****off my prepaid and charged my prepaid card March 1 ,and march 2 and recharges and automatic debits from my checking to a reboost cardThe phone was broken and you claimed I didn't have insurance I ported the number and bought the same brand phone from a cricket retailer in April. You refunded me onl $27.00 I want my money matter of fact, you kept saying contact my credit union and they did nothing. And the retailer I bought other phone was supposed to be a private store and they authorized for multiple carriers. One time you hijacked my phone minutes after my husband paid my cricket bill with his card ending in 0156 and then he had to pay you. Just Like you hijacked my phone again during a natural disaster and locked this phone saying welcome back and you pretended to be a company offering a $14 phone service via virtual Sim card mint mobile and plus normal 3 to 4 payments you steal that benefits card said you took 4 $58 payments and they don't refund because its a ******** advantage rdI want my money and an apology
Sincerely,
****** OzierhowardBusiness Response
Date: 07/09/2025
July 9, 2025
Ms. ****** Ozierhoward
************************
*********************
Re: BBB Complaint #********
************** - *************
Dear Ms. **************************** July 8, 2025, we received your rebuttal, dated July 7, 2025, filed with the Better Business Bureau.
You rejected my previous response because you stated that the phone you purchased was damaged, and although it was supposed to be free, you were charged $175.00. You also said that Boost Mobile charged your credit card multiple times in addition to the normal payment, along with taking four payments from your ******** benefits card. You requested a refund and an apology.
Your initial complaint concerned phones that you purchased from a different company, but were locked by Boost Mobile. Our records show you purchased two phones at Boost Mobile stores: a TCL 50 XL and a ******* Galaxy A15 5G. They were bought at significantly discounted prices,which is why they are locked in accordance with our policy. A review of your account found that the second line was canceled and credited.
If your ******** card has been charged, it would have been with your consent because we have no access to it without you inputting the information and authorizing the transactions. Your request for a refund is denied.
Our records also show that you have been provided with contact information for the insurance carrier, and you are currently working with them to resolve any issues you are experiencing.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/11/2025
Complaint: 23390864
I am rejecting this response because:
Sincerely,
****** Ozierhoward, yes boost customer care gave me likewise phone number and lied and said that was the manufacturer and also said I had boost protect and they would replace my phone in 2 days those people said my number was ********** the number you were charging me for when I solingen has that phone but it was accessing my payment cards . They also didn't have that phone and offered me a voucher which I didn't accept and they wanted me to give them my phone which I'm not willing to do. Also when you hijacked my after the first tornado you automatically stole payments from all my accounts and was charging me for boost protection. With boost, and Dish boost. And the phone is cloned and you won't let me disable anything. Call are horribleInitial Complaint
Date:05/28/2025
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got boost infinite less than a year ago. They promised that they used three different carriers in their phone service and would seemlessly switch between them all--boost, **** and t-mobile. Everything seemed to go well except at my home. Full signal in ************* a mile and a half away and full signal in ********* at the same distance. They tried to fix things when I called them several times, but to no avail.I came from **** and my signal wasn't all that good, but they locked me onto **** and all I wound up with was second rate ****.I kept them about two or three months when I discovered another carrier that used t-mobile towers. I ported my number around the last week of my service and canceled oweing them nothing. I got an email from them that they was fixing to take out my next payment and I changed my bank account number.For the past half a year they have tried off and on to still extract a payment in vain, but what did I have to worry about since I didn't owe them anything and they couldn't collect. Now I just got an email from a collection agency and my credit could get a strike against it.They think I had bought a phone from them, but I used the ones I already had and bought another off ****. I called and tried to resolve it, but they wanted my ss# as part of my verification. I NEVER gave them my ss# at the start and wasn't going to trust them with it now. How could I had gotten a phone from them if they couldn't run a credit check on me? All I wanted was their service till I didn't want it anymore and it seems like they never canceled although they said they did. Don't need any false strike against me just because dish network want to do me like they do others to extract money not owed to them IMHO. I don't even know what I'm supposed to owe.Business Response
Date: 06/18/2025
June 4, 2025
Mr. ******* ********
************************
*******, AL 35111
Re: BBB Complaint #********
************ - *************
Dear Mr. ******************* May 29, 2025, we received your complaint, dated May 28, 2025,filed with the Better Business Bureau.
You said that you canceled your service around the last week of the billing cycle and you owed nothing. However, you have since been contacted by a collections agency regarding a balance due.
A review of your account reveals that your bill generated before your disconnect request leaving a balance of $27.35, which has been waived in the interest of customer service.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** SteffaniCustomer Answer
Date: 06/18/2025
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:05/28/2025
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 had the unlimited plan with Boost Mobile. They stopped my data because they said I used up my data. But it was unlimited. There were other problems, therefore I wish to discontinue their service. I called them asked them to cancel my service. They said the only way they could stop my service was if they sent me a code to my phone number they have suspended. The option i was given was to pay for my service so i could cancel it. This is a pre-pay plan. Im not paying them to cancel my plan. I called my bank to suspend their access to my account but ********** has an update program so Boost Mobile will just get my new card number. My bank told me to escalate the call. I tried. They said I needed to tell them the code they sent my number which I can't get because they suspended it. I tried to cancel it online and via their app and I can't because of the same code information sent to a phone they discontinued. I would rather change banks than pay for a service I'm trying to cancelCustomer Answer
Date: 06/05/2025
I had a **mplaint filed on 05/29 #********. I have receieved 2 phone calls & 1 email from ****** @ Boost mobile about my **ncern. I returned it bc no **ntact from bbb about resolution yet. I said ok bc the plan had stopped she said she still needed info since no # porting. I asked about it. She said i needed 2 pay what I owe. After that we were unable 2 hear each other. Complication of using voice apps bc of boost stopping plan. Canceling my debit card & no access 2 my $$ until new card arrives. I don't care re the # porting, I'm **ncerned bc she said I owed them $$. This acct was a prepaid plan & they stopped acct 4 going over my data 2 wks n2 the mo on an unlimited plan, thats wrong & sent increased data plan pmts through my acct w/out auth, but my card was frozen @ the time so it didn't succeed. After sending me emails telling me they would provide more data if i would pay 4 it & no response bc I was done. I decided 2 ***** phone ** when they ended my subscription, they sripped the talk and text 1 week b4 my plan pmt was due & attempted 2 send a charge through my frozen card again, that was fraudulent! After they sropped my # **mpletely I called, wrote, & attempted to block them from my card & didn't succeed, I filed. I found the reason my acct was ended bc the block on my card/acct succeeded. So I ldl if my BBB **mplaint or a **mbo of blocking and **mplaint stopped it. I do NOT owe them. I am just not going 2 accept **ming after me 4 something I do NOT owe them.
Desired Resolution:
No further **ntact by the businessBusiness Response
Date: 06/18/2025
June 4, 2025
Ms.******* ****
**********************
*******,KS 67214
Re: BBB Complaint #********
************** - *************
Dear Ms. *************** May 29, 2025, we received your complaint, dated May 28, 2025, filed with the Better Business Bureau.
You said you had unlimited data and disputed the data limitations, so you tried to cancel your service. However, you were unable to because you could not verify your account.
My attempts to contact you at ************** and ************** on June 3 and ******, were unsuccessful, but I left a message each time. I also sent an email to **************** with a request that you contact me.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.
Your account is currently suspended due to nonpayment, and it will be automatically canceled after 90 days. I removed AutoPay, so you will not be charged any further.
We apologize for any inconvenience.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, ** *****Customer Answer
Date: 06/19/2025
the response by the boost mobile representative was inaccurate in what actually happened. The info saying my account is suspended for non-payment is flat wrong. i canceled my subscription with them over email, website, voice with representative and this representative, ******. it was a prepaid service so i paid for1 month in advance. It was cut off completely at 3 week s despite her suggesting the service was decreased because of so much usage. That action was only after 2 weeks in. I expected that as my usage has always maxed out the unlimited threshold. But at the 3 week **** at the very slow speed, it stopped completely and the sent through charges to increase my data without my consent. I had me card on the freeze option so it wasnt allowed to be charged. Ive had pre-paid services many times through straight talk, cricket and another one 15 yrs ago and if i didnt pay and canceled the subscription they didnt suspend me. They stopped their service. It ties into the idea that this representative told me on the phone call that i couldnt port my number unless i paid the amount of money i owed them. I do not owe boist mobile a dime. They actually still owe me my last week of data they didnt allow me to have. But at this point all i want them to do is 1. Leave me allown, and i do NOT want them to turn me over to a credit company or collection company for the money she keeps suggesting i owe them. It was pre paid and they didnt ket me use any text, talk, or data past thex3 week **** of my month in advance i paid. I will be keeping all of the documentation that prooves this so if they do try to get money from me for the services that i didnt use i can shut that down.
Taking me off the autopay is not sufficient because it indicates that i owe them money due to non-payment which is not true.
I was also not allowed to talk to customer service because they said they had to send me a code to the phone number they had suspended. There was an attempt to get it but, because of the suspention, the text didnt go through.
So i actualky require them to terminate my account. Not just suspend it. I am rebuilding my credit and I don't need another ding on it by sonething that is just not true. I eould like it in writing that this will be done. I would have requested this on the initial complaint but I was unaware they would try to suggest I owed them money for a prepaid service.
Thank you very much,
******* ****
Business Response
Date: 07/09/2025
July 8, 2025
Ms. ******* ****
133 *. *******
*******, KS 67214
Re: BBB Complaint #********
************** - *************
Dear Ms. *************** July 7, 2025, we received your rebuttal,dated July 7, 2025, filed with the Better Business Bureau.
You rejected our response maintaining that you cancelled your service previously, and you were unable to speak to customer service because you were unable to verify your account. You also said that you do not owe a balance and do not want to be sent to collections. You also expressed frustration with your data previously being throttled.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested. Please note that this has no effect on your service. Because you were unable to verify your account, customer service was unable to make changes to your account.
Your line has been cancelled. There is no balance on your account and because ******************** is a pre-paid service,no information is reported to collections and/or the credit bureaus.
Since you were on the Unlimited plan, after 30 GB, you may experience slower speeds which is standard.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer Answer
Date: 07/10/2025
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:05/28/2025
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 came into said store to see what was wrong with my phone. The attendant informed me that I was due an upgrade. So giving me a credit of $4000.00 I was given choices of other items in said store as well as paying several months of my bill. 16 months later I found out I was paying for a strangers phone($58.45 a month) on a 2nd line. I only ever wanted one phone, the replacement of one phone initially taking place as an upgrade. I believe I was scammed by in-store management to pay for someone else's phone in order to build credit for management's commission. *****, the Mgr is believed to have done this to other customers. I have spoken to a supervisor and he related to me that no refund or credit would be allowed due to the length in time.Business Response
Date: 06/23/2025
June 18, 2025
Ms. ***** ********
***************
********************
Re: BBB Complaint #********
************ - *************
Dear Ms. ******************* May 28, 2025, we received your complaint, dated May 28, 2025, filed with the Better Business Bureau.
You said that you visited a store because you were having problems with your phone.The representative there said you needed to upgrade your phone and offered you a $4,000.00 credit; 16 months later, you realized that you were paying for someone elses service. You requested a refund/credit for the time you paid for this other line.
As stated in my message to you today, Boost Mobile retail stores are independently owned and operated; therefore, you would need to work directly with their ownership team to resolve this matter. In addition, the amount of time that has passed since you state this occurred is beyond our standard complaint-filing period and the $4,000.00 credit you reference is well above the standard amount offered.
Nevertheless,this matter cannot be reviewed by our *********************** team without specific details about the transaction, such as the date, address of the store where this occurred and, if possible, the name of the store representative with whom you conducted business.
Please understand that, because of the amount of time that has passed, the representative may no longer be employed at the store and the store itself may be under new management.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/28/2025
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.
To Whom It May Concern: I am writing this letter regarding the ABISMAL experience I have had trying to utilize Boost service. I have tried NUMEROUS times to become a loyal customer with **********************. Even though the experience has been subpar at best, I have continued to try because of all of the wonderful things I've heard about Boost from family/friends. Recently, I placed an order on 5/8 which was processed and received. In addition to speaking to 3 different representatives for verification, I proceeded with the order and processed the $522.45 order. After receiving the tracking number and rearranging my schedule, I received a notice from *** (on the date of delivery) that the order has been cancelled, and items will be returned to the sender. I immediately contacted Boost, and the first representative advised this was an error and I would still be receiving the order. On May 15th I received notification that the items were returned to the sender and left at the dock. At this point, completely confused, I reached out to Boost and was advised the order was cancelled and a FULL refund would be issued to me within 7-10 days. Since then, I have contacted Boost 7-8 times and have spent over 6 hours on the phone trying to get this resolved. DEPLORABLE. With every call I have been transferred to different representatives needing verification, so much so I know the answers to the questions before they ask them to me. Since 5/9, it was not until today 5/28, that Jalann (Boost Mobile Operator ID SB5) did the due diligence to provide a resolution for this issue. I am extremely appreciative for the interaction with her, but I Boost has left such a bad impression on me. I would also like to make it clear that as a result my family, friends, personal business, and corporate job have all cancelled services with Boost. I hope in the future Boost is more committed to have clear training and positive experiences for current and future customers.Business Response
Date: 06/18/2025
June 17, 2025
Ms. ******* *****
3515 Jillanda Dr.
**************************
Re: BBB Complaint #********
*************
Dear Ms. **************** May 28, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
You stated that you placed an order for service with a device on May 8, 2025. You found that the order had been cancelled by Boost Mobile. You also expressed concern that when you contacted customer care, you went through the security verification many times. You requested to receive a refund.
There are many reasons why an order might be canceled by Boost Mobile, but unfortunately, we are not able to disclose the reason.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. These measures include verification of a one-time password sent to the caller by SMS. If a caller cannot verify the account through this method, they are transferred to our account security team for further verification.
Our records indicate that a device refund of $324.00 was processed on May 19, 2025. A second refund of $198.45 for the service was processed on May 28, 2025.
We apologize for any inconvenience you may have experienced.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 06/19/2025
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,
******* *****
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