Business Profile
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
- 4,964 total complaints in the last 3 years.
- 1,521 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:05/09/2023
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.
Never received the data for my plan for May 5th through June 5th. On the 24th of April I prepaid for the month of May. I received a text from boost for the prepayment on the 24th of April. My boost account received and applied this money from the prepay on the 6th of May. My bill was due on the 5th, so already a day behind. I called on the 5th of May asking about my data and they said the payment is being processed. After being unable to get online this entire time I again called on the 7th of May. At that time I was told I've used all my data. I called 4 times on the 7th to inquire about this. Every time I was hung up on after supposedly reaching a supervisor. This happened on my cell and also on a land line. So this wasn't a connection issue. On these calls they said I used all my data but can't/ won't give a day to day ussage of the data. While accessing my account today, May 9th, while talking to the boost tech support they said I've used my data but then I had them look at the account on the data used and how many days in the billing cycle. They said I had 16 days as of the 9th of May with zero data remaining. My billing cycle should have 26 days left. I was then put on hold and again hung up on. The straw the broke the camels back. I never received the data I'm being accused of using. My plan should say x amount of data (10g) and 26 days left (in this billing cycle) Instead it says x data (0) and 16 days left (in this billing cycle) So that there says my billing cycle and data cycle isn't on the same page. After talking to and having them admit this I was promptly put on hold and "disconnected" yet again. I even went to a boost store in ****** ******* today, the 9th of May, and was told that my account data was low because I'm on the 35 dollar plan and 10g isn't much. I should get a better plan. Nothing wrote here is an exaggeration and can easily be listened to assuming boost recorded the calls. Just look at the day to day use. ThanksBusiness Response
Date: 06/05/2023
June 5, 2023
***************************
************************
Re:BBB Complaint #********
880334234888 - *************
Dear ****************:
On May 10, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You stated that you paid your bill on May 6, 2023, and you were unable to go online. Boost Mobile would not reset your data plan and disconnected your call while waiting for a supervisor.
A review of your account indicates you were on a 10 GB data plan and once capacity had been reached, the service is throttled until the next billing cycle is started.
Our records indicate your account was disconnected and your phone number was ported to a new service provider.
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:05/09/2023
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.
Since Sunday May 7th I have been trying to port out my Boost number, with no luck. Today they suspended my service and had to pay $50 to restart. I don't think this is fair.Business Response
Date: 06/05/2023
June 5, 2023
*****************************
******************************
*********, ** 92154
Re:BBB Complaint #********
778841214116 - *************
Dear ******************:
On May 23, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said you were having issues transferring your number to another carrier, and you requested a refund for your May 9, 2023, payment to Boost Mobile.
A review of our records indicate that your lines were ported out.
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. As such, and while we regret any inconvenience this issue may have caused, we are unable to provide you with a refund.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/09/2023
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 went to purchase a phone they swipe my card 2 times then told me they was going to refund my money its going on 2weeks now every I call its your money be back n 5 days Your money be back n 7 days now its your money be back n ************************************** the money is out my accountBusiness Response
Date: 06/05/2023
June 5, 2023
*****************************
*************************************
*********, ** 28262
Re:BBB Complaint #********
724619453689 - *************
Dear **************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said that you were charged twice for a phone. You requested a refund.
Please note that Boost Mobile stores are independently owned and operated, and Boost Mobile does not receive any of the funds paid for devices or accessories. As such, we are unable to issue a refund.
Please work with the store that processed the initial sale.
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:05/09/2023
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 bought 60 dollar plan while switching my phone number to boost Mobile its not on my account and my phone number isnt switched they tried charging ************************************************************************************************************************************************** and account information plus *** confirms the package never even came to my door They also owe me $210 from a phone purchase they lied to me several times and then tried to extend the refund from 3 to 7 to 10 then 44 days Please help me get them to refund me Im just so tired of dealing with bad customer service they dont even have ******** people workingBusiness Response
Date: 06/06/2023
June 6, 2023
Mr. *****************
******************** S.
*********, ** 89183
Re:BBB Complaint #********
************* - *************
Dear ************:
On May 22, 2023, we received your correspondence, dated May 9, 2023, filed with the Better Business Bureau.
You said you purchased a month worth of service and an iPhone 12 on April 29, 2023, through a Boost Mobile store. You indicated you were charged $30.00 without your consent. You also mentioned the phone was not shipped to you. You requested a refund.
Boost Mobile stores are individually owned, and they reserve the right to maintain their own return/exchange policies. Additionally, the store's policy is printed on the bottom of the receipt you provided. Therefore, your request for a $30.00 refund is unwarranted.
Our records confirm that the iPhone 12 was not shipped to you. A $215.49 refund has been submitted. Please allow up to 20 business days for processing.
We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 06/06/2023
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 meThe only reason this is a resolution because they said I couldnt get a refund for the money I paid on the phone plan because I used it which I understand but again your customer service rep activated my phone through only E sim without my consent so still boost mobile is at fault here this is not even the phone I purchased through that order I bought this from a boost mobile store and waiting for a return of my plan that I havent used which is what my other BBB complaint is about but again you guys just do what you want and dont try to take responsibility for your actions
Sincerely,
*****************Initial Complaint
Date:05/09/2023
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 am on autopay with Boost Mobile. They charge my card every month. They charged my Discover on May 1, 2023. Then they suspended my service. Each time I call I get the run around. It's now the 9th. Thankfully I have maintained a home phone, otherwise I'd be lost! Still unable to email or text as well as call. Missed text communications from friends for 9 days now. Have been trying to email photos to no avail. This is just not right. So irresponsible, when I am on autopay, and they have the money. To talk to a supervisor "you have to wait". Like it's in the rule book. That wait time is between 40 minutes to an hour. Today is the 9th, and they told me I had to wait ANOTHER 72 hours for them to resolve. That's what they told me last week.Business Response
Date: 06/05/2023
June 1, 2023
** *****************
****************************************************************************
Re:BBB Complaint #********
************ - *************
Dear **************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said that you paid your bill on May 1, 2023, but your service was suspended and you were unable to use your phone up until May 9, 2023.
When we spoke on June 1, 2023, you said that no one could give you a reason for your service being suspended, and you are concerned it will continue, so you are considering switching carriers. I explained that your account was moved from the old Sprint system to the new Boost Mobile platform; occasionally, issues arise when making modifications or enhancements to the system, but the exact cause of this issue is still under review. As a courtesy, I applied credits for two months of service to your account, which you accepted. We also agreed that you would call me later to ensure your ******* information is accurate.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:05/09/2023
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.
Boost mobile cut my phone off because of a mistake for fraud. I paid the balance and they still have yet to cut my phone off after multiple customers service reps have submitted 3 TICKETS AND MY SERVICE IS STILL OFF AND IM GETTING THE RUN AROUND. By far the worst cell phone service known to man, I WOUOD NOT RECOMMEND THEM TO ANYONE.Business Response
Date: 06/05/2023
May 31, 2023
Mr. *****************************
********************
Re:BBB Complaint #********
254291183480 - *************
Dear ******************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You stated that despite making your monthly payment, your Boost Mobile service was interrupted. You stated that your service remains interrupted and you are unable to get further information as to what caused this interruption.
Please be advised that our records indicate your service line was interrupted on May 6, 2023, due to a customer-initiated chargeback that we received for your payment of $26.57 made on February 15, 2023. Due to the prepaid nature of Boost Mobile service, when a chargeback is received, the funds are removed from the account. This causes the interruption of your prepaid service line.
Our records show that multiple tickets have been submitted to restore this service line, and each time you have been advised that in order to restore this service line, a payment of $26.57 is required. This remains true. You can make a payment at any time via your Boost Mobile application or by calling customer service.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 06/08/2023
Complaint: 20035585
I am rejecting this response because:
False they cut my phone off on a Sunday and asked that I pay $26 and some change to reactivate. I paid that and you guys never reactivated my phone but instead continued to give me the run around back to back to back. And still til this day my phone is off and the $26 that I paid you guys THE *** THEY CUT IT OFF just vanished out of thin air right?
Sincerely,
*****************************Initial Complaint
Date:05/09/2023
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.
On May 1st of this year . My phone service with Boost Mobile was suspended. Received an email stating I had violated terms and conditions of my service. Went to my local boost mobile store. The lady at the store informed me she couldn't help me. Informed me it was happening to alot of customers. While at the store. 2 other customers arrived with the same issue. Then was informed that Dish Network had bought Boost. Which I never knew. Called Boost ************* Was told to call Dish. They were the ones who suspended my service. Took me 2 days to get through to them. Finally got them on the line. Was informed they were not responsible for that process. I have been trying for over a week. To get this resolved. I have been treated rudely. Hung up on. Lied to repeatedly. I have been with Boost Mobile for quite awhile. I have never had any issues. And never abused my service. I may not get my service back on. But this a very poor way to operate a business. To treat their customers. Like I have been treated. I have also filed a complaint with the **** And am contacting the **** Someone needs to keep an eye on Boost Mobile. Am also contacting a lawyer. This is wrong. I'm not guilty. Not letting this go easy. Thank You.Business Response
Date: 06/26/2023
June 20, 2023
***************************************
***************************************** 5
*****, ** 22835
Re: BBB Complaint #********
************ - *************
Dear **********************:
On June 5, 2023, we received your complaint, dated May 8,2023, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization. You requested it be reactivated.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *************************************************************************************************.
For any additional concerns regarding this issue, please email ***********************************.
We regret any inconvenience you may have experienced.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************Initial Complaint
Date:05/09/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/8/2023 at 12:30 p.m. I went into my local Boost Mobile store and inquired about switching my phone from Metro PCS to Boost Mobile. After being told that I qualified for the promotion. I went ahead and switched service. When I left the store the gentleman told me to wait **** minutes and the service should be working. When I left the store I was only receiving text messages. After 45 minutes of not being able to use my phone. I returned to the store, and they called tech support who told them to switch the sim card out. The phone service still did not work. I was then told to wait 2 hours and try again. I then started calling customer support, who told me the sim card in the phone was not correct. I explained to them, that the store called tech support and was told to change the sim card. After all of this I then went back to the store because my phone was still not working. They once again called tech support and was left on hold for 70 minutes, and was still on hold when I left the store totally fed up with the s*** show. I then called customer support a total of 15 times being hung up on, call routed to different departments getting different answers each time. I was then told we could try an esim. The esim wouldn't work either. Then was told they needed to escalate to a higher department because nothing was working, and expect a call back within a few hours. NEVER heard anything from anybody. As of this writing I'm still without phone service some 15 hours later. I called back and continued to be giving the run around, hung up on, and straight lied to. Nobody has even acted like they really cared about the customer. Asked to speak with a supervisor, and they say "we don't have supervisors" hang up and call back and ask for a supervisor and it's "for what reason do you need to speak with a supervisor." This has been a 15 hour nightmare cause by incompetent people who should not be working in customer service.Business Response
Date: 06/05/2023
June 2, 2023
*********************************
********************************
***********, ** 30504
Re:BBB Complaint #********
733174569868 - *************
Dear ********************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said that you are experiencing issues with Boost Mobile service on your device.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents.
Please be advised that our records show this account has been disconnected.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/09/2023
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.
On April 19th...I reached to boost about restoring service and was told I would need to pay $70.00 for my family plan. I was also guarenteed if Boost mobile wasn't able to restore service it was written in the notes that they would give me a full refund.April 30th...I called Boost mobile to restore service. I paid the $70.00 that was stated. The Boost customer service agent wasn't able to restore my service. I asked for my full refund and I also asked them to port me out of boost. I was given my account number and pin codes for both lines. The customer agent put in a ticket for my full refund. The refund ticket number was #*******. This day ended my tenure with Boost Mobile and I became a T-Mobile customer on this day.May 4th ....I called ********************** to inquire about my refund I spoke to a customer service agent named *****. She gave me another ticket for a full refund of $70.00. The ticket number is #*******.May 10th....I called Boost mobile to ask about my refund and why is it taking long to refund. I spoke to customer service agent named ******* who put in a third attempt at a refund of $70.00 she gave me a new ticket number.The ticket number is #*******.I want a full refund of $70.00 I have NOT been a boost mobile since March 8th, 2023.The phone number associated for the family plan with is **************.Business Response
Date: 06/05/2023
June 5, 2023
***********************
**************************************************************************************
Re:BBB Complaint # ********
472520283921 - *************
Dear **************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said you paid to restore service, but you did not receive service.
A review of our records indicate that your service lines were ported out and disconnected. As such, payment will not restore service.
A refund of $70.00 was processed on June 2, 2023. Please allow three to five business days for processing.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/09/2023
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.
In December of 2022 when I signed up with Boost mobile, there was a Black Friday promotion. The promotion was to sign up for the $50 plan, pay your monthly bill on time for 3 months and you will be issued a $200 **** gift card. I paid my bill on time each month Every time I call about the promotion there is a different excuse. That it will take 4 to 6 weeks, or they are having a system issue. It's almost the middle of May. I just want my $200 **** card that is owed to meBusiness Response
Date: 06/05/2023
June 2, 2023
*******************************
***************************. A
*********, ** 27530
Re:BBB Complaint #********
************ - *************
Dear **************:
On May 22, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.
You said you initiated your Boost Mobile account with a $200.00 gift card promotion.
On February 23, 2023, we experienced a cybersecurity incident that affected some of our internal communications, customer call centers, and internet sites.
As I was unable to confirm your gift card promotion, I applied a $200.00 credit to your account.
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
*********************Customer Answer
Date: 06/09/2023
Complaint: 20035146
I am rejecting this response because: I was promised a gift card and that is what I want.
Sincerely,
***************************Business Response
Date: 06/20/2023
June 19, 2023
*******************************
***************************. A
*********, ** 27530
Re: BBB Complaint #********
************ - *************
Dear **************:
On June 14, 2023, we received your rebuttal, dated June 14,2023, filed with the Better Business Bureau.
You said you wanted a gift card and not an account credit.
In order to receive the gift card, all eligibility requirements and redemption steps had to be completed by April 18, 2023. While our records reflect that the eligibility requirements were not completed for your account, I made an exception and applied the $200.00 credit.
While we sincerely regret any inconvenience, we are no longer able to issue gift cards for the Black Friday promotion. And the gift card request cannot be honored.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************
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