Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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

5,003 total complaints in the last 3 years.
1,489 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:05/07/2023
Type:Product Issues
Status:
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 refund
Business 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 Issues
Status:
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 one
Business 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 Issues
Status:
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 Issues
Status:
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 Issues
Status:
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 Issues
Status:
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 Issues
Status:
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 again
Business 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

                *********************
Initial Complaint
Date:05/05/2023
Type:Service or Repair Issues
Status:
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 been a loyal Boost Mobile customer for my business phone since 2012, for over 11 years. I've had countless problems with Boost Mobile but not wanting to deal with the hassle of switching providers I put up with it. This past April 10th 2023 I received a message from Boost that one of my phone numbers was removed from my plan. They sent this message in error. Boost said it was because they were "migrating services for better service." I was no longer able to send or receive text messages from most of my contacts including my brother and I had missed many important calls as they went straight to my voicemail. I was also unable to log into my account and eventually I learned from a Boost rep, only when I asked about my account details, that they changed my payment plan and raised my price even though my service no longer worked. I put up with this for three weeks calling them almost daily but they were no help just saying "sorry for the inconvenience." I was forced to take the time to research other phone companies (time and energy that I don't have because I'm dealing with multiple medical complications) and finally found a new provider. Boost's policy states that they will unlock your locked Boost phone if you've been with them for at least a year, I've been with them for over 11 years. About a year and a half ago they said I HAD to upgrade to a 5g phone but I didn't want to change phones. They gave me a list of phones to choose from and I purchased one only to learn that it was a 4G LTE just like the previous phone I had that I liked much better. On switching service I tried to unlock my older, smaller phone that I like much better and I got nothing but the runaround from Boost for about a week wasting many hours of my time. They then tried to make me purchase new service in order to unlock the old phone. Nearly every time I spoke with customer service there was also so much noise in the background that it made communication difficult. This company is a scam.
Business Response
Date: 06/01/2023
June 1, 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 your account was transferred, and your service did not work afterward. You claimed that your rate increased as well.

Boost Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers, meaning phones that accessed the Sprint Network would no longer work. Despite our requests to delay this, T-Mobile refused and the old network started being decommissioned on March 31, 2022.

Due to this occurrence, your account was migrated to a new system. Please note that your plan was transferred from the $35.00 Unlimited Talk/Text with 3 GB of data to the $35.00 Unlimited Talk/Text with 10 GB of data.

I unlocked the ******** Stylus 5G associated with your account. Your unlock *** is ********. Enter the *** when prompted.

While we sincerely regret any inconvenience, 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.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Initial Complaint
Date:05/05/2023
Type:Service or Repair Issues
Status:
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.
Requested for my acct.and phone to be unlock on April24,2023 as I was switching carrier.Was assured on April 24 that the phone was unlocked.On April 30 when I attempted to insert my new company sim card, the phone was still locked.As of 5/5/23 my phone is still lock,causing me to use someone else phone for service.
Business Response
Date: 06/01/2023
May 31, 2023

************************
*********************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear ****************:

On May 19, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You requested your phone 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

Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update, and the Boost Mobile SIM card is inserted. If your phone requires a Manual PIN Unlock Code, please use ******** when your device instructs you to do so.

Please note 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 strive to provide excellent service and we regret that your experience was unfavorable.

Sincerely,

*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *************************************350
                ******,** 80210

                *********************
Initial Complaint
Date:05/05/2023
Type:Service or Repair Issues
Status:
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 a long time customer using this service for many years. Recently without any notice to consumer they decided to no longer off the unlimited data 5G phone plan that my account was set up on. They reduce and make the phone inoperable the end of every month being unable to make any phone calls or text which should be a bare minimum operation for a monthly paid phone service. Currently they offer an unlimited data, talk & text plan This is false & used to draw the consumer in then when you get to the very bottom of the advertisement or like me contact customer service you find out the data is not unlimited it is 30GB a month offer which is not enough when most people use their phones outside of Wi-Fi connections. A phone should not have to be connected to Wi-Fi to ensure it operates if it will be required it should be advertised as such.
Business Response
Date: 06/01/2023
May 31, 2023

***********************************
*********************************************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear ********************:

On May 19, 2023, we received your correspondence, dated May 5, 2023, filed with the Better Business Bureau.

You stated that you experienced changes in performance when using applications that require data usage.

Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.

We strive to provide excellent service and we regret that your experience was unfavorable.

Sincerely,

*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                *************************************350
                ******, ** 80210

                *********************

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