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:05/03/2023
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.
Yes I have been a boost Mobile customer for good 5 years so I wanted to upgrade my phone and they told me that the phone would be mine and I didn't have to stay there any longer than if I pay the $200 for a ******* a13 that the phone will be mine so I'm ready to switch plans now and I called them and they said that my phone is locked that I have to be with them for at least a year or two now I've been with y'all for 5 years why are you keeping me with you why did you lock my phone you shouldn't have lied to me up front they are scamming people to make them stay with them I shouldn't have to pay for a phone and be locked in to stay with them they are totally wrong it needs to be a class action lawsuit against them they keep doing this and locking people's phones. I can get a better deal with a free company. I pay 35 a month with Boost, after 2 weeks I have no data. So I pay 5 dollars a day now for data. I would like my money back for this phone or for them to unlock me darn phone. People be aware to please stay Farrrr away from Boost Mobile. They are scammers.Business Response
Date: 05/31/2023
May 26, 2023
***********************************
122 Westway
*********, ** 20770
Re:BBB Complaint #********
410271967602 - *************
Dear ********************:
On May 4, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
You said you have had Boost Mobile service for over five years. You stated that you recently upgraded your phone and decided to change service providers. However, Boost Mobile explained that your device was locked and you would need to keep the service for a year or two before it would be unlocked.
Boost Mobile will unlock a device under the following circumstances:
The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months
A review of your Boost Mobile account indicates your ******* Galaxy A23 was activated on your account on April 1, 2023.
Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card is inserted.
Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
We regret any inconvenience you may have experienced and thank you for your business.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:05/03/2023
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.
On April 22nd 2023, ******************* and I started service with Boost Mobile. When we called customer service we started service as a new customers, we were immediately greeted by representative who asked us what plan we wanted, as soon as we selected our $25 plan she immediately asked for a credit card number. After the payment of $25.14 was processed, and she then asked for my phone information never during our conversation did ever stated if my phone is compatible or not with the service. Long story short, the phone we have was never compatible with the service. The service was never used. Since April 23rd 2023 we have been calling boost Mobile to get a refund of $25.14 back to our debit card. They submitted 9 tickets for a refund. All of those tickets came back as closed and the reason being is because invalid information was input as what the representatives are telling us. April 1st I spoke with a supervisor who said I was going to get a call back that has yet to happen. We have not used a single minute of service because our phone was never activated because it was incompatible. I wish boost Mobile would have asked us for our phone information first before immediately jumping into accepting a payment. They opened 9 tickets which is absolutely ridiculous. We are just trying to get our money back for service that would never received and activated.Business Response
Date: 05/31/2023
May 26, 2023
************************************
***********************************. A
***************, ** 63130
Re:BBB Complaint #********
683852993251 - *************
Dear ****************:
On May 17, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
You said you opened a new account with ******************** on April 22, 2023, and paid $25.14. You indicated that you were unable to activate your phone on the account. You also expressed concern with the customer service you experienced. You requested a refund.
A $25.14 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
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
********************************************************************
*********************Customer Answer
Date: 05/31/2023
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:05/03/2023
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 have called three times in the past month to cancel my device insurance and I keep getting lied to saying it has been canceled when it has not. I have waited patiently the 5 to 7 days to check the removal update but it has not happen. I requested to speak to management and the last agent did not assist me and I stated I wanted to file a complaint and was ignored. I insisted and management never called to speak with me or address my issue. This will be my fourth time reaching out and no one is helping me do something simple as cancel my device insurance. The last agent did not give me a reference number since he stated he removed the device insurance manually. The first and second reference numbers giving by the first two agents are ******* and *******.Business Response
Date: 05/30/2023
May 23, 2023
***********************
************************************************************ 77091
Re:BBB Complaint #********
543351109390 - *************
Dear ************:
On May 3, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
You stated you have called three times over the past month to ask to have the device insurance removed from your account. You requested a billing adjustment.
Our records indicate that on April 9, 2023, the device insurance was removed from your account and a refund of $5.83 was issued.
As a refund has already been issued, we respectfully decline your request for additional adjustments.
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
*********************************************;
******, ** 80210
*********************;Initial Complaint
Date:05/03/2023
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 phone ************ is the primary line on a Family Plan with ************.Both are out of service for over 6 hours now since a 3rd line*************) was asked to be removed.It is pathetic!Business Response
Date: 05/30/2023
May 24, 2023
***************************
*************************************
***********, ** 70454
Re:BBB Complaint #********
571741898676 - *************
Dear ****************:
On May 3, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
You stated that two of your phone numbers were removed from your family plan.
Our records indicate the lines were removed from your family plan due to a request we received to cancel them.
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
*********************************************;
******, ** 80210
*********************;Customer Answer
Date: 05/30/2023
Complaint: 20011720
I am rejecting this response because: The 2 documents that BoostMobile sent is exactly my complaint; I asked them to remove only 1 line *************) and that line ONLY. I confirmed this verbally with their Customer Svc Rep two or more times before the disconnects. However, they removed my primary line *************) as well; that was a huge mistake on their part. I have now attached email from BoostMobile dated Nov 27, 2020 which further confirms that line ************ was my Primary line and on AutoPay. So they are totally ignoring the facts. Besides they were notified of their disconnect error immediately and still refused to correct the problem. So I am demanding that my ************ be put back in service.
Sincerely,
***************************Business Response
Date: 06/09/2023
June 9, 2023
Mr. ***************************
*************************************
***********, ** 70454
Re: BBB Complaint #********
************ - *************
Dear ****************:
On June 3, 2023, we received your rebuttal, dated June 2,2023, filed with the Better Business Bureau.
You stated you are rejecting our response, as you continue to claim you only requested one line to be disconnected. You also said that the second line disconnected was the primary number on your account, and you requested it be restored.
Our records still indicate a request was received to disconnect both lines. Regardless of if a number is labeled as the primary number, it can still be disconnected.
The phone number in question cannot be recovered.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
***********************************350
******,** 80210
*********************;Customer Answer
Date: 06/14/2023
Complaint: 20011720
I am rejecting this response because: Boost has in effect stolen my personal property so they most certainly can put it back.Again Boost continues to ignore the problem; I have said all I can say.
I am waiting on final FCC complaint before I see an attorney.
Sincerely,
***************************Initial Complaint
Date:05/03/2023
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 been trying to get a replacement under their 90 day warranty for about a month. I bought 2 of the same phone during a sale they had. Now, 1 of the phones turned out to be defective - its an iPhone and it is no longer holding an my charge. The phones own battery health states that the battery requires servicing. I attempted to contact Boost 3 times already. Twice by phone and once via social media. During my phone calls, neither representative could locate my records and told me they could not help. I am still awaiting a response via social media. I am uploading my receipts, and a printout of boost mobiles website de dictating 90 day warrantyBusiness Response
Date: 05/30/2023
May 25, 2023
******************************************
8331 ************.
**************, ** 33024
Re:BBB Complaint #********
511655506719 - *************
Dear **************:
On May 17, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.
You said you purchased two refurbished phones. You indicated one of the phones was defective and you requested it be replaced.
Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ****************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/02/2023
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.
Dear BBB,I am writing to file a complaint against a deceitful mobile company that has taken advantage of me and tricked me into purchasing a plan for a lower price, only to charge me significantly more than I had agreed to.Boost Infinite and its Sales Representatives and myself were on a call and they used false advertising and misleading sales tactics to lure me during phone conversation into signing up for their plan, promising me wrong and less rates and excellent service. They said along with the ***** ************* calling to ***** would be free and now once I moved over from my existing TMOBILE plan to their plan they are telling it was their mistake and they can't do anything and didn't provide any resolution nor did they open any case to investigate This is gross violation and cheating on their end for which I am being punished Not only did this company fail to deliver on their promises, they actively misled me and took advantage of my trust. Their actions are deceptive and unethical, and I am deeply disappointed that they would resort to such tactics to earn a profit.I demand that this company be held accountable for their actions and that appropriate measures be taken to ensure that they do not continue to deceive and manipulate other unsuspecting consumers.Also, I would need to be given ************* calling and roaming of ******/****** feature free of cost for which they had promised to do on a recorded phone conversation I purchased this plan on 23rd April 2023 and activated it on 27th April ***** you for your attention to this matter.Let me know if you need any further detail Sincerely,*********************************Business Response
Date: 05/10/2023
May 9, 2023
*********************************
**********************************************************************************
Re:BBB Complaint #********
*************
Dear ****************:
On May 4, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
You said that the sales agent promised your account would be subscribed to the Early Access Infinite Unlimited Plan.
You spoke with this agent on April 26, 2023; unfortunately, The Early Access Infinite Unlimited Plan expired on April 7, 2023.
As an exception, we placed your account on the Early Access Unlimited Plan. I apologize for any poor customer service and/or misinformation.
Sincerely,
***********************
Corporate Case Manager
Executive Escalations Team
Boost Infinite
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Customer Answer
Date: 05/10/2023
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:05/02/2023
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 signed up for two boost mobile prepaid accounts in November of last year for my daughters. The plan was $25 a line unlimited talk, text. Money was tight so they didnt have service for a couple months. I paid the bill on April 25th the total was $55.40. I made the payment through my boost mobile app. As soon as the payment completed I received an email thanking me for me payment, then right after I received a email stating that my account has been closed. I called an spoke to a representative who put in a ticket for a refund because she see seen that I dont have service an that the numbers were no longer active. The next day I received an email stating that my request was closed however I havent received my money. I called back on May 2 an was told that my refund was denied and will probably be denied again which I dont understand because I never received a service for which I paid for. Also I myself have a different boost mobile account that Ive had for years. It is a prepaid service you only pay month to month if you dont pay for a month you have no service for that month so Im not understanding how they can deny giving me my money back.They have no right to keep my money.Business Response
Date: 05/30/2023
May 30, 2023
*****************************
***************************** #2
**********, ** 13905
Re:BBB Complaint #********
724119156289 - *************
Dear **************:
On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
You said you initiated a Boost Mobile account with two lines for $25.00 per month per line. You said you paid $55.40, but you were advised that your account was closed.
A review of our records shows you initiated two Boost Mobile accounts. The one with the two $25.00 per month plans is disconnected; however, a payment of $55.40 was applied towards it on April 25, 2023. I submitted to have that amount refunded to you.
Your other Boost Mobile account is currently suspended due to nonpayment and your monthly rate is $94.00, as you subscribe to our $100.00 per month for up to four lines plan.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:05/02/2023
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 went to a Boost Mobile store on 04/03/23 to purchase 4 **** cards to activate 4 devices i already had. I paid $315 for said 4 **** cards went home to activcate and they were unable to be activated on my previous devices went back to the store the rep advised that the activation would take a little longer due to my phones being with another carrier after no resolution and 3 days without service i went to another provider. I called Boost and spoke to a rep who looked into this and he stated i should not have been charged $315 for 4 **** cards upon further review the information that the rep at the store put in the system DID NOT reflect what i actually paid, the rep on the phone stated that it showed i paid a total of $80 and paid with not my bank card BUT a boost card ! which was NOT the case i have my bank statement showing my card was swiped for $315 for 4 **** cards that i could not even activate on my devices. I have now had a fraid claim open with Boost for 4 days with no resolution and the rep on the phone from boost is whom stated directly this was indeed a fraud claim and should be handled by fraud. I now have service with another company which i paid $116 to activate. and still have NOT received my refund of $315 that i paid for absolutely NOTHING.Business Response
Date: 05/30/2023
May 23, 2023
*******************************
******************************
*********, ** 44124
Re:BBB Complaint #********
954536891095 - *************
Dear ********************:
On May 18, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
You said you were charged $315.00 for four SIM cards that could not be activated, and you request a refund.
Although authorized to sell Boost Mobile products and services, Boost Mobile retail stores are independently owned and operated. Therefore, they set their own policies and procedures. Any transactions you perform with a retail store must be handled directly with the management team of the store in question. To do so, you will need to provide some form of proof of purchase, such as a sales receipt.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:05/02/2023
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 bought a phone from Boost Mobile. The original price for the phone was $629.99. The Manager told me that the phone was on sale for $199.99. I agreed to purchase the phone for the $199.99 price. I was told that the phone was not in the store that day but would be the next. I could not go back the next day to get the phone because of work, so my husband went to buy it for me. After purchasing, my husband gave me the receipt, I noticed that I was charged sales tax on the original price for the phone, not the sale price. I took the receipt back to the store manager and he told me that it was law in the state of ** to charge me sales tax on the original price, not the sale price. I explained that I felt this was wrong, because he was charging me sales tax on an amount that I did not purchase. He told me that was the way the attorneys for Boost Mobile told them to do business.Business Response
Date: 05/30/2023
May 26, 2023
*****************************
************************** NE
******, ** 30721
Re:BBB Complaint #********
*************
Dear ******************:
On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
You stated that you purchased a cell phone from a local Boost Mobile retail store. The phone was discounted from $629.99 to $199.99; however, you noticed after the purchase that sales tax was charged on the full price of the phone. You spoke to the store manager who stated that this is the law in the ****************. You requested a billing adjustment.
Please contact your local government agencies for clarification of the tax laws regarding discounted purchases.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:05/02/2023
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.
Boost mobile stores do not have *******************. Specifically ************* nor ****** **. **************** is poor online at best. Suspends my service saying payment is overdue(autopay enabled ). They say nothing is wrong when called. This isn't a one time occurrence. There is apparently no one stateside to help. **************** is deplorable Stores do not open as advertised times.Business Response
Date: 05/30/2023
May 26, 2023
Mr. *************************
111 *************.
******, ** 16001
Re:BBB Complaint #********
121715564166 - *************
Dear ******************:
On May 17, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction with the customer service you experienced at a ******************** store. You indicated your service was suspended without your consent.
Please note 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.
Our records indicate your phone was unlocked on May 6, 2023, and a $40.00 refund was submitted. Your phone number was ported to another service provider and your Boost Mobile account was disconnected.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 06/01/2023
Boost never resolved my issue. After no explanation as to the issue, I canceled my accounts.
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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