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
- 4,963 total complaints in the last 3 years.
- 1,520 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:05/08/2023
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 3/29/23 I ***************************** contacted Boost mobile for activation of my cell phone . I was charged $29.79, for the first month of service . Two days later I was told my phone was not activated, and they would try again . After several attempts and talking to multiple agents, for about a week or so , I was told my phone could not be activated with an electronic sim card . In the store or over the phone . I said that i wanted my refund, and Boost mobile said I would be granted one . Its now 05/08/23 and I have not received my refund still . I uploaded photos of the $29.79 being deducted from my account, and images of the two ticket numbers Boost mobile issued me for my refund . I called back and inquired again about my refund , and the image marked (2) is the second ticket number Boost Mobile issued me. Thank You *****************************Business Response
Date: 06/05/2023
June 1, 2023
*********************************
*********************************
*********, ** 21215
Re:BBB Complaint #********
532383641634 - *************
Dear ******************:
On May 22, 2023, we received your correspondence, dated May 8, 2023, filed with the Better Business Bureau.
You said you paid $29.79 on March 29, 2023, to open a new account with ********************; however, you were unable to fully activate it and you requested a refund.
Our records confirm that your account was not activated. A $29.79 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.
We regret that your initial experience was discouraging, and we look forward to having the opportunity to provide you with excellent service in the near future.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/08/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to port my number to a new provider since there was issue with service. So far, they haven't been able to send me the correct account number. They have mixed up my mom's information with my information and haven't fixed it since May 5. The account they keep giving me is ************ which is not the correct account. Every time I call, I get bounced from one department to the next. Sometimes people can find my info and other times they can't. Either way, I've been told I'm on their legacy system and after I get transferred, I'm told I'm not. The phone number I am trying to port is ********** but without the correct account number, I can't do it. I've tried to escalate it but nothing has come from it. I am currently working with my bank because they also charged me on the day I was trying to switch. I want the correct account number so that I can port my number so I can fully cancel my account with them. I have asked for a ticket number about them escalating it and there is none so I have no idea if they are actually trying to fix it or not. Currently it says that my mom's number has been terminated but mine is still active since I can't transfer my number to the new provider to actually close the account since I keep being given the wrong account. Each number has its own account number but they keep giving me my mom's.Business Response
Date: 06/05/2023
June 5, 2023
***********************
*******************************************************************
Re:BBB Complaint #********
289273042472 - *************
Dear **************:
On May 9, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You said you have been trying to port your number to a new provider, but Boost Mobile keeps providing you your mothers account number instead.
A review indicates there were two phone lines: both have the same account number but different port-out PINs.
Our records indicate phone number ************** was successfully ported out and the account is disconnected.
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:05/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I changed to Boost mobile 3 months ago..we pay our bill in person at the ***** **** boost store..we paid 5-3-23 and they didn't submit our payment so our phones were disconnected..we had no idea why our phones weren't working so we went to the store where they changed my husband's sim card with a used sim card and did not activate it..my phone showed no payment was made but the partial owner of the store said that everyone gets those text..we then went to the ******** **** boost store where we found out after 5 hours of waiting that the ***** store had not submitted our payment and had changed sim cards in my husband's phone and had not registered it..this all started on 5-4-23 and my husband's phone is still not working..boost in ***** said there was nothing they could do that we had to pay full price for new phones and get new numbers..I have major medical problems and now have no way to reach my husband..***** Boost mobile need to he investigated..they have customers in there everytime we have been there because the partial owner and his mother who is owner has no clue what they are doing.Business Response
Date: 06/02/2023
May 31, 2023
*****************************
601 ***************.
******, ** 45311
Re:BBB Complaint #********
************ - *************
Dear ******************:
On May 22, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You said you made a payment at a retail store on May 3, 2023, but the store failed to post it to the account and they replaced the *** card in your husbands phone with a used *** card. Because the payment was not posted to the account, service was suspended.
Our system shows that both phones are active and a payment for $80.00 posted to the account on May 3, 2023, which is the date you visited the store. In addition, your account was credited $10.00 on May 7, 2023, and $20.00 on May 22, 2023.
Please understand that signal strength, network congestion, and the phone itself can affect reception and overall quality.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 3 phones with them. My phone broke and i ordered a new one. i received it but it came without a sim card. when i called them on april 27, they gave me a run around about it. they told me my old card was outdated and needed a new one. i went on mobile chat with a rep. they said they would send it out and would be there in 5 to 7 days. When i had not received it by may 3, i called them again. the agent first said it had not been sent, then said it showed as already received then that it would be another 1 or 2 days. ticket #*******. On may 6, i called them again. Same thing. Spoke with a supervisor and got nowhere. She hung up on me. ticket #**********. My mother then called them and spoke with ******. She said she would order another sim card. it would be sent out *** within 24 hours. she said an email would be sent to my mothers address ******************* with the tracking number. it never arrived. ticket#*******. I use this phone for meetings as i am a union rep at work. I also use this phone to communicate with employees with union problems. Right now I have no useable phone. I want a sim card for the phone and a reduction on the bill for the 3 weeks so far i havent been able to use the phone.Business Response
Date: 06/02/2023
June 1, 2023
Ms. ***************************
*************************************
********, ** 61364
Re:BBB Complaint #********
230092692507 - *************
Dear ****************:
On May 22, 2023, we received your correspondence, dated May 8, 2023, filed with the Better Business Bureau.
You said that you acquired a replacement phone, but you need a new SIM card; however, you have not received one. You also expressed concern with the customer service you experienced. You requested a SIM card be sent and to be provided a credit for the time you were without service.
Our records indicate a new SIM card was activated on your device on May 21, 2023, and your line of service shows usage. A $20.00 credit has been issued in the interest of customer service.
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.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 06/02/2023
Complaint: 20032290
I am rejecting this response because: they told me it would be a $25.00 credit on my account, not a $20.00 credit.
Sincerely,
***************************Business Response
Date: 06/14/2023
Jun 13, 2023
Ms. ***************************
*************************************
********, ** 61364
Re:BBB Complaint #********
230092692507 - *************
Dear ****************:
On June 7, 2023, we received your rebuttal, dated June 7, 2023, filed with the Better Business Bureau.
You said you were told you would receive a $25.00 credit, not a $20.00 credit.
An additional $5.00 credit has been issued in the interest of customer service.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Trying to *nlocked my phone after more then 12 months activated my phone calling the cc more then 29 times since April 22 to *nlock my phone keep telling me my phone *nlocked try to do this and this I try everything they hang *p on me call again another rep answer said oh *r phone not *nlocked we need to res*bmitted ok no prob wait 24/48 h *r ohine be *nlocked again nothing happen call again oh yo*r phone * locked my phone not *nlocked till now call wait cc oh yo*r phone not *nlocked we res*bmit ticked and ***** same things and in there policy saying * dont need to call yo*r phone be *nlocked a*tomatic they are laying I have my kids s21 2 phones same things happened playing with me and phone not *nlocked I hade to pay 3rd party 310$ to *nlock my kids phone That bad ppls stay away from this company they rep * off and dont tr*st themBusiness Response
Date: 06/02/2023
June 1, 2023
************************
************** Cir. E.
*******, ** 34219
Re:BBB Complaint #********
*************
Dear Mr. ****************** May 22 2023, we received your complaint, dated May 8, 2022, filed with the Better Business Bureau.
You requested that Boost Mobile unlock your device with IMEI ***************.
Our records indicate that the device with IMEI *************** was unlocked in our system on May 12, 2023.
If the phone is still showing as locked in the settings, the phone will need to access our servers to be updated. Please ensure your phone is powered on and connected to Wi-Fi with a SIM card inserted. Please allow up to 72 hours for this to process.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:05/08/2023
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.
Today 5/8/2023 boost mobile changed my phone number without permission.. My service provider also (boost mobile) installed a app on my phone and the notification claimed that they downloaded this app to maximize the use of my phone. That started to download tik tok and other apps, this all took place after using their customer support chat window and speaking with a associate.. Then after our chat was over my phone number was changed without my permission and they cant change it back.. They also cant help me remove the app their carrier installed to help my phone run smoother... Now my phone is messed up and my phone number is changed to a number that isnt even in my area code. I am very displeased and no one will help.. On the phone or at a boost mobile store.Business Response
Date: 06/05/2023
June 5, 2023
*********************************
**********************************
********, ** 74401
Re:BBB Complaint #********
*************
Dear **************:
On May 19, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You stated that your phone number was changed without your authorization. You requested that your phone number be recovered to your account.
When we spoke by phone on June 2, 2023, I advised you that we would attempt to recover your phone number. I gave you my contact information and stated that I would keep in touch regarding the recovery of the phone number.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
************************************************************** 80210
*********************Initial Complaint
Date:05/08/2023
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.
tried calling for a month straight. Nobody answers their phone. I want to cancel cell phone ************. Once I know the balance i will go and pay it. There is no way to cancel this.Business Response
Date: 06/02/2023
June 2, 2023
***************************
18 **********.
*************, ** 32327
Re:BBB Complaint #********
493319122789 - *************
Dear **************:
On May 19, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You said you had issues reaching Boost Mobile and you wished to cancel your account.
While our systems were affected by a cybersecurity incident on February 23, 2023, our normal customer support operations have been fully functional for over two months. I reviewed our records and I was unable to locate any calls that we received regarding your account.
Our records show that you charged back your last payment, although our records indicate that service was used during the period that payment had covered.
Please note that as a prepaid service, if you wish to suspend or cancel service, you may simply stop paying for future service.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I lost my phone. I reported to insurance and I got a coupon. I went to two stores and they did not ***** them. I called the insurance and the told me to call boost. I called boost and they had me go purchase a phone on website and apply voucher given and still does not work. Two stores turned me away. Insurance with boost is a joke and thier customer service is to pass the buck!!! I want my phoneBusiness Response
Date: 06/02/2023
May 31, 2023
*********************************
**************************
Re:BBB Complaint #********
819457864 - *************
Dear **************:
On May 19, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You said you lost your phone and you were given a coupon from the insurance company. You said you were told to take it to a store to redeem it for a phone; however, you visited two stores and both declined to honor it.
I attempted to call you regarding this complaint, and a message stated the call would be translated into a text message, but after waiting more than a minute, there was no response.
Boost Mobile retail stores and the insurance provider are independently owned and have no affiliation with Boost Mobile other than the products and services they are authorized to sell to our customers. However, our relationship management team would like to research this matter to ensure they are adhering to required Service Level Agreements.
Please respond to the email I sent to you on May 31, 2023, with the addresses to the retail stores you visited along with a copy of the coupon/voucher you were given by the insurance provider.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I switched my phone plan last month from the 5gb plan to the unlimited plan. When the time came for the plan to be active my data stopped working, i contacted customer service several times over different avenues and was told many different reasons. They said i used my data or that I never changed plans at all. One person even told me flat out he had no idea what was going on. When i told them just to cancel my bill they promised me free service so i purchased a data pack for 15 dollars and was assured several times that it would apply to my account. But it wasn't. I still have no data and they will not give me my account pin to cancel my plan. So to summarize, i have paid my phone bill(25$) and i have purchased a booster data pack (15$) but have not received the service promised in exchange .Business Response
Date: 06/02/2023
May 24, 2023
*******************************
******************** NE, Apt. A
************, ** 49505
Re:BBB Complaint # ********
341900227181 - *************
Dear ******************:
On May 19, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You stated that you changed your package and made a payment, but your service stopped working. You also indicated that you paid $15.00 for a data pack that was never added. Furthermore, you said your port out PIN was not provided as requested. You requested a refund.
We submitted a refund of $40.40 to your credit card account. Please allow up to ten business days for processing.
Your port out PIN is ******.
We apologize for any inconvenience.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
DISH Network, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 06/02/2023
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:05/08/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 20th 2022 I authorized Boost Mobile to take $25.30 out of my debit card for services with my phone their services did not work with my phone they sent me another SIM card is still didn't work I asked them to credit my money back to my account I have talked to them to I'm blue in the face They will not give me my money back and they keep trying to send me more SIM cards their SIM cards will not work with my phones my phones are new phones however they don't work with their service I went back to Straight Talk for a service provider all I want is my $25.30 it was taken out of my account on March 20th I've called customer service at least a 1/2 dozen times I've got ticket numbers ticket number ******* they says has been stopped and I'm not gonna get my my money they're gonna send me another SIM card I don't need another SIM card they don't about to set me SIM cards that don't work all I want is my money back in my account My phone number the time was area code ********** my name is ********************* ****** my phone number I have now is ********** my email address is ******************Business Response
Date: 06/02/2023
June 1, 2023
*************************
2323 *************.
**********, ** 57702
Re:BBB Complaint #********
********** - *************
Dear ****************:
On May 19, 2023, we received your complaint, dated May 8 2023, filed with the Better Business Bureau.
You said your phones are not compatible with the Boost Mobile platform, and after trying multiple SIM cards without success, you request a refund rather than trying another SIM card.
I was able to locate the payment in question and I requested that a refund be issued back to the card originally charged; however, in the event the credit is rejected by the card issuer, a check will be issued.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Customer Answer
Date: 06/02/2023
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,
*********************
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