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.
I placed an order for an iPhone 12 (Order number 9384-164500-2050)and the item was never shipped, after several long phone calls and transfers to other departments I was told my phone would ship. I waited and waited and it never shipped. So now I'm back making phone calls and getting the run around some more. I finally get ahold of someone to get a refund and they told me they would have to open another case to get a refund. however they could not open the case cause another was already opened. I then get transferred several more times with hours more on the phone. Finally they tell me the case has been opened and I would have a decision soon. I received an email a few days later with no resolution. The email only stated the case was closed. So now I'm here with no phone, no money, and no discount to use later. I tried to transfer my phones to a new carrier with better customer service but they would not allow that .I just want my money that they stole back.Business Response
Date: 06/02/2023
June 1, 2023
*********************************
*****************************
**********, ** 27260
Re:BBB Complaint #********
501775839384 - *************
Dear **********************:
On May 19, 2023, we received your complaint, dated May 8, 2023, filed with the Better Business Bureau.
You said you purchased an iPhone 12 but you did not receive it. You expressed concern with the customer service you experienced. You requested a refund.
A $213.49 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
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
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/07/2023
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 activated a phone iPhone 11 for my brother as a gift then some at boost changed the number without our permission and yesterday someone disconnected it wrongly they keep charging me for activation of many numbers like three or so I have yet to activate my brother line I put Yet another SIM card in and the person on phone made excuses then blocked the phone maybe? Very strange and all the customer service phones go to *************** or maybe ****** during ******** daytime. They dont cancel account and wont activate One phone only And I want a ************* number with ************** because that is where we will be ********** I have been dialing 183350boost to reach them which is ************* They wont cancel a wrong account and workers at that company keep doing things wrong well the ones that pick up that line in ****** and South AmericaCustomer Answer
Date: 05/09/2023
I keep phoning boost and people dont help at all correctly. First I activated a line as a gift for my brother. I was going to use *************** for a second phone-but since I had bought the phone on boost mobile they said I have/am forced to use Boost for 12 months on boost so I ported the number from another phone that matched my original phone. I was also going to port yet another third number from my tracfone device but my iPhone is locked and I have decided not to port it as I lost my password and it will take a month to get it from apple.
Anyways Boost kept activating lines but wrongly -in wrong zip code and not attached to any phone. On top of that the main phone I transported to Boost was ************ - and it was fine. Then some man changed the number on ** without my permission. So I called about that and some other guy disconnected it.
And they say they cannot activate it -Even though I got a new sim card. Please see attached photo.
Now I got another sim card and it wont activate.That is all I want.So I have NO working boost mobile . But I did get several bills for activating numbers I did not activate.
Now I am chatting with someone at boost and they told me to go to the store. But I have gone to the store and the woman at the store said they dont do that or cannot do that. That I have to do it online or CALL the number. Now the people on Number said they are unable to do it in their system to wait many hours and try again? very strange. It usually takes 3 minutes. Please note the most inconvenient part is that one guy changed my phone number for my brother without my permission from ************ to something else and another guy disconnected the same phone without my permission. For NO reason at all.And now they are saying they cannot activate as their system won't let them.
(Anyways I have already been to the store and the girl in the store said she cannot do anything about it either. )
Anyways..now the phone says he cannot activate it. I dont have a clue why- I have been charged with several activations and sim cards and still "not even single working phone"
Today I called both numbers 1833-50-boost***************) and **************.I also chatted online and she could not do it. No real reason given.
This is for gift Iphone 11 I bought for my brother.
Thank you,
SairaBusiness Response
Date: 06/02/2023
June 1, 2023
***************************
***********************
Re:BBB Complaint #********
613539652215 - *************
Dear ****************:
On May 19, 2023, we received your complaint, dated May 7, 2023, filed with the Better Business Bureau.
You said you had complications activating your phones. You indicated that you opened two accounts and you only needed one of the lines to remain active. You mentioned that the phone number on one of the lines was changed without your consent. You also expressed concern with the customer service you experienced. You requested a phone number with a ************* area code.
Our records indicate you spoke with a Boost Mobile agent on May 8, 2023, and per your request, your entire account was disconnected.
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
********** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 06/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and wish to say it no longer applies as the issue was resolved I was able to get new number activated and others deleted by calling nice girl in ******** store. But definately people did many erroneous things like change numbers on me "without my permission" but at least now one phone is working so thank you for your assistance.In summary the issue was resolved.
***********************Initial Complaint
Date:05/07/2023
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 called boost mobile last week to get my acct number and transfer pin to switch my phone ************ to another carrier. The individual I spoke with said he couldn't issue a refund unless it went to a card and to go to a boost mobile store for a cash refund. I went to the boost mobile store on ********************************* ***** ** yesterday and was advised by the male representative who was getting information from a woman on the phone that I was given the wrong information that he could not give me a refund to contact customer service because I was given the wrong information about the store giving cash refunds which they don't stating he couldn't even look up my information anyway. This is not the first time I've been given the run around from boost and is the main reason for switching to another carrier along with having a tcl phone which didn't work right most of the time. Representatives frequently use deception and it's disgusting. The rep who gave me the transfer pin said I had a balance of 54$ and change. I went back to my account on the ********************** website and the acct reflects a zero balance. I want refund from boost. They can send me a check using my address which correctly listed on my acct information on the website. I'm tired of the deception and disgusted by being treated so poorly by this nasty company. My acct number with ********************** is ************.Business Response
Date: 06/01/2023
June 1, ******************************************************************************************* 3303
*****,** 33771
Re: BBB Complaint #********
************ - *************
Dear ****************:
On May 19, 2023, we received your correspondence, dated May 7, 2023, filed with the Better Business Bureau.
You said you were advised to make an unnecessary payment at a Boost Mobile store. You also expressed concern with the customer service you experienced. You requested a $54.00 refund.
Please be advised that Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
Additionally, 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, your request for a refund cannot be met.
Our records indicate your phone number has been ported to another service provider.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** / ******* Better Business Bureau
*************************************350
******,** 80210
*********************Customer Answer
Date: 06/02/2023
Complaint: 20028975
I am rejecting this response because: I was not advised to make a payment at a Boost store was advised by your staff to go there for a refund of remaini g funds in my account. I had purchased a phone which I couldn't use because it didn't work most of the time and opened another acct with another phone carrier. Since I was advised to go to a Boost store to get my refund by the staff person who gave me the transfer pin for my acct. I consider this to be fraud. I was never told that I would forfeit my funds and demand a refund and apology from Boost. I will be filing a complaint with proper agency to report fraud and deceptive practices. Will follow by contacting anyconsumer protection agencies so others can be warned about Boosts practice of deception lies and fraud. I demand a refund and apology. What a lousy way to treat your customers you should be ashamed.
Sincerely,
*********************Initial Complaint
Date:05/07/2023
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.
Was told i was getting a refund 5 times & keep on being told to call back in a few days. If this is not resolved i ***************** involved including the agents that took my calls. Im sick of them dodging me to avoid paying a refundBusiness Response
Date: 06/01/2023
May 31, 2023
***********************************
*********************************** 1
North *********************
Re: BBB Complaint #********
*************
Dear ********************:
On May 19, 2023, we received your complaint, dated May 7, 2023, filed with the Better Business Bureau.
You requested a refund for payments made on an account that was never activated.
I submitted a request for a refund of $22.74. Please allow up to three weeks for processing.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations 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,
*******************************Initial Complaint
Date:05/07/2023
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 a plan of the 35 dollar plans with a 30 dollar bolt on I went in to the boost mobile store on Kearny in *********** ** and I paid ***** dollars to the account to pay a prorated amount for a plan change to 60dollar plan with unlimited talk txt data and ********************* sated the changes would be within 24hrs and when 24hr came to I went to the change my plan as I saw that the plan wasnt changed I changed my account in my payment portal and finished that change it says in green ***** Your changes have successfully processed. Your plan will start today. Witch indicates I will have service then and called 611 and every agent I talked to said my plan will start June 6 or the reasons I cant call is that I used up all my data as I have changed my plan to the ********************************************************************************************************************* so I want my service turned on as I was told by system message and the agent at the store plus want a free new iPhone the newest oneBusiness Response
Date: 06/01/2023
June 1, 2023
*****************************
*******************************************************************************************
Re: BBB Complaint #********
*************
Dear ******************:
On May 19, 2023, we received your complaint, dated May 7, 2023, filed with the Better Business Bureau.
You stated you switched to a plan with more data and you received a message that the change would take place immediately. You found out that this was not the case, and the change would not take effect until the next billing cycle. You requested that your service be turned on and you be given a free iPhone.
Thank you for bringing this issue to our attention. I forwarded the issue to our back office teams to investigate the wording of the message.
Unfortunately, no compensation can be made in this case. We apologize for any inconvenience this may have caused.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
**************************************************************** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************Initial Complaint
Date:05/06/2023
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.
Rep named ************************* from customer experience texted me and asked me why I gave the service thumbs down. I explained that the chat reps are rude and don't listen. He then offered me a free month and to credit that. He has not. I call customer service and they have no record of it and treat me like I'm stupid..I give the reps name and email and they won't let me speak to a supervisor or another rep. ********* no credit and my bill is due 5/8 and today is 5/7. Ive spent two hours or more on the line and no one cares. One rep offered to disconnect my service and wasn't listening. I've threatened to port to another carrier and they don't care. *** asked to speak to retention and they won't let me speak to anyone there either. Now the app has kicked me out and won't let me back in. Can't even get my act number and pin to port out. I want what was promised and want the issue with the app resolved and my password word to work again.Business Response
Date: 05/12/2023
May 12, 2023
***************************
****************************************** 713
**********************************
Re:BBB Complaint #********
356048767302 - *************
Dear ****************:
On May 8, 2023, we received your complaint, dated May 6, 2023, filed with the Better Business Bureau.
You said you were offered a credit that was not applied to your account, and the app kicked you out. You expressed concern about the level of customer service you received.
On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
A review of our records indicate that your accounts received two $25.86 credits on April 5, 2023, and a $25.84 credit on May 7, 2023.
A review of your calls revealed that you received your account and port out PIN on March 23, 2023. Additionally, you reported that your password was changed without your authorization on April 22, 2023. Please note that Boost Infinite agents are not able to changenor do they have access toyour app password. If you are still having this issue, please follow the Forgot Password steps on the app in order to change your password.
We pride ourselves in providing excellent customer service, and we regret that your experience did not meet your expectations.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Infinite
cc: ****** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 05/18/2023
Complaint: 20027674
I am rejecting this response because: they still cant fix my log in issue. Just spoke to customer service again and just advised they can't help me instead of sending me to tech support. I want my login issues fixed. I've done everything asked. This time it's not about the credit. There is zero customer service and I get denied a supervisor when ask for one and tech support is a super long wait. Fb chat is useless too. They stop responding. I'm done with the service and will be porting before the next bill. Boost infinite has lost my business.
Sincerely,
***********************Initial Complaint
Date:05/06/2023
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 JUST UPGRADED TO THE UNLIMITED PLAN. THEY OVER CHARGED ME BY PENNIES LESS TO $40 FOR THE UPGRADE AND USUALLY AN UPGRADE WOULD TRANSPIRE IMMEDIATELY. HOWEVER, WITH THIS COMPANY, THE UPGRADE IS STILL PENDING LIKE SIX HOURS LATER. I'M NOT HAPPY WITH THEIR SERVICE OR THEIR CONNECTIVITY.Business Response
Date: 06/01/2023
May 26, 2023
*************************;
PO Box 92972
********, ** 91109
Re:BBB Complaint #********
612395700983 - *************
Dear **************:
On May 6, 2023, we received your complaint, dated May 6, 2023, filed with the Better Business Bureau.
You stated that you upgraded your plan to an unlimited one, but after six hours your data is still not available. You requested the change take place immediately.
As you purchased a 12-month plan, changes will not take place until the 12-month period is over. Our records indicate the plan change is set to take place on April 9, 2024.
We strive to provide excellent customer service and we regret that your experience was unfavorable.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*************************************350
******, ** 80210
*********************;Initial Complaint
Date:05/06/2023
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've had boost for 10+years, without any issues....that is until April 19th, 2023. My phone just stopped working. I understood they were changing networks and whatnot, but after 4 days I final** went to a store near me. They went through the usual and then informed me that my line had been suspended. They contacted their superiors. April 20th, 2023 heard nothing and went back to store, and the 21st. I final** asked for their bosses contact info and wrote an email. They did get back to me but on** to say they are working on it. The 23rd our month** payment was due (we are on a fami** plan of 2 phones) we made our payment of 80$ thinking it might work out whatever glitch I was in and my finances phone still worked fine. Nothing. They credited $40 back to my account (not bank account but ********************** account, of course bc I was talking abt leaving them) on April 29th, 2023 they told me I could come get a loaner phone and number from them, I thought they were at least trying. Our usual plan is unlimited everything with quite a bit of hotspot, I never run out of data and we have wifi at home so it's on** while we are out and I'm a stay at home mom. Well, they replaced it with a 15$ a month plan and as.of today may 6th, 2023 I still don't have my phone or number and can o ** make calls from this "loaner" phone. They are now getting attitudes bc nobody can fix my problem and they are telling me I may lose my number that I've had for over 10 years, but I am unable to transfer it to a new company bc it's suspended. I don't understand what I need to do to get some help. It's been 3 weeks and everything is out of my control and nobody wants to help it seems.Business Response
Date: 06/01/2023
May 26, 2023
Ms. ******* *****
*************************************
********, ** 21711
Re:BBB Complaint #********
634213936669 - *************
Dear Ms. **************** May 6, 2023, we received your complaint, dated May 6, 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,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/06/2023
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.
Details located in attached screenshots.Business Response
Date: 06/02/2023
June 2, 2023
*************************************
213 ************.
*********, ** 14609
Re:BBB Complaint #********
519926114244 - *************
Dear **********************:
On May 6, 2023, we received your complaint, dated May 6, 2023, filed with the Better Business Bureau.
You requested that we provide your port out PIN and that we refund your payment of $13.79 for your first months service.
Our records show that your phone number has been successfully ported out to a new wireless carrier.
As the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable, your refund request is respectfully declined.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
************************************************************** 80210
*********************Initial Complaint
Date:05/05/2023
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 switch to boost and I brought an iPhone and while my phone was being activated I was informed that if I pay my bill on time 3 times I will receive a $250.00 **** I got the phone on 01/03/2023 its now 05/05/2023 I gave them my email address but still never got it then when I call customer service the invite me to ask the store clerk where I purchased my phone and the clerk tells me contact support i would never deal with boost againBusiness Response
Date: 06/02/2023
June 2, 2023
***************************
********************************************************
Re: BBB Complaint #********
************ - *************
Dear **************:
On May 19, 2023, we received your complaint, dated May 5,2023, filed with the Better Business Bureau.
You said that you were offered a $250.00 gift card for signing up with Boost Mobile.
Please note that Boost Mobile never offered a $250.00 gift card promotion, however, our Black Friday promotion was for a $200.00 gift card after three full on-time monthly payments were processed before March 28, 2023.
While I was unable to verify that all three payments were processed in time for the promotional terms, I made an exception and applied a $200.00 credit to your account in $50.00 increments.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************
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