Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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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
- 4,999 total complaints in the last 3 years.
- 1,490 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: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
*********************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
********************************************************************
*****************************
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