Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,967 total complaints in the last 3 years.
1,504 complaints closed in the last 12 months.

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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:05/26/2025
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.
I signed up for a mobile plan with Boost Mobile on May 3rd, 2025 that included a 30-day money back guarantee. There was no phone purchase involved, it was just for the mobile service for one line. Today, on May 26th I called in to cancel my plan and to get a refund for the payment of $15.48 made on May 3rd, 2025. First the customer service person refused to refund the money. After I asked for a supervisor and after considerable wait on the phone, the customer service person confirmed that the refund will be issued in 5-8 days. However, after a few minutes of disconnecting the phone, I received an email from Boost Mobile that they have issued me a bill credit of $15.48 that can be applied towards future bills or purchases.Well, I have closed my account and do not anticipate any future purchases. I need this money refunded to me in line with their 30-day money back guarantee.Regards,******* *****, an aggrieved customer
Business Response
Date: 06/18/2025
June 16, 2025

Mr. ******* *****
********************************************************************

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

Dear Mr. **************** May 27, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that you cancelled the service within the window to receive a refund under our 30-day refund policy. You said that you contacted customer care and were told you would receive a refund of $15.48. After the call was disconnected, you received an email stating that a credit for $15.48 was applied to the account that could be used toward future bills or purchases. You requested a refund.

Our records indicate that a refund of $15.48 was processed on May 26, 2025. When a refund is applied to an account, a corresponding credit is also applied to balance the account.

We apologize for any inconvenience or confusion you may have experienced.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 06/19/2025

Complaint: 23378784

Thank you for your response. However, I am rejecting this response because: I havent received any refund as claimed in your response. Pls provide proof of such refund made by you.

Sincerely,

******* *****
Business Response
Date: 06/30/2025
June 27, 2025

Mr. ******* *****
********************************************************************

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

Dear ************************* 26, 2025, we received your rebuttal, dated June 26, 2025,filed with the Better Business Bureau.

You rejected our response stating that you have not received the refund.

Our refunds team confirmed that the refund of $15.48 was sent to a card ending in 0420 on May 26, 2025. Please confirm receipt of these funds with your financial institution.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 07/01/2025

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:05/26/2025
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 am filing this complaint to report unfair, deceptive, and harassing practices by Boost Mobile during my recent attempt to switch from ******* to their network.On May 25, 2025, I was encouraged by a Boost Mobile representative to transfer my service. My device was verified, and my mobile number was successfully ported over from *******. I was told it might take some time for the eSIM to activate, and the initial process was completed over a one-hour phone call.However, the next morning, I found my phone had no service and was showing SOS mode. When I contacted Boost Mobile, I was told I now had to undergo a "verification" process again, despite already being verified.This verification process quickly turned into a deeply frustrating and inappropriate experience. I was asked personal questions based on inaccurate data, such as whether I had worked at companies *** never been associated with, or lived at unfamiliar addresses. I clearly explained that I work for the State of ******** and have stable residency, yet my valid responses were disregarded.I was then informed that I had failed the verification process and would lose my phone number. The representative claimed they could not trust me and refused to activate my service, effectively holding my number hostage. I was left without network access, accused of dishonesty, and subjected to an insulting and dehumanizing process.This experience constitutes harassment, deceptive business practices, and denial of service after a confirmed porting of my number. I am now without access to a number I have used and maintained, causing significant personal and professional disruption.Resolution:Immediate restoration of my mobile number and service. Assurance that my personal information and Social Security Number were not misused or shared improperly. Appropriate compensation for the time, stress, and service disruption caused.
Business Response
Date: 06/18/2025
May 30, 2025

******* ********
***************
*************************************;

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

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

On May 27, 2025, we received your complaint, dated May 26, 2025,filed with the Better Business Bureau.

You said that you contacted customer care to discuss a service issue and you were put through the verification process, which you did not pass. You expressed concern with the customer service you received as well as our verification process. You would like your service restored.

A review of your account reveals that you called in and you were able to verify your account, and your service is now operational.

Boost Mobile takes account security seriously and has alternative methods of verifying a customer identity. If a customer is unable to receive a verification code, questions are generated through their credit report in an attempt to verify their identity. We regret any inconvenience you may have experienced.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *************************************************;
                ******, CO 80210

                ****** Steffani
Initial Complaint
Date:05/25/2025
Type:Product 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.
ordered a *** card on May ******* ( for a new cellphone line) online and was told it will take 3-5 business days to arrive. Once the the *** arrives and line is activated, the bill will start and will be charge $25 plus tax/month. But same day on May 10, my account started to count down and my account was active and monthly payment will soon be taken! As of this writing, May 25, i still have not receive any *** card to activate my account and my monthly bill is now due soon (June 10)I tried several times by calling the customer service chat line to let them know what's going on but no one can help me. I don't want this phone service anymore and would like a refund on the advance payment they took from me ($16.45) The line was never activated nor the line was used since there was no *** card that arrived per my order.
Business Response
Date: 06/18/2025
June 17, 2024

Ms. ***** ***
**********************************
******************

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

Dear Ms. ************** May 27, 2025, we received your complaint, dated May 25, 2025, filed with the Better Business Bureau.

You said that you never received the *** card; therefore, you request a refund and for the account to be closed.

A refund for the $16.45 payment for the purchase of the *** card will be refunded, and the account closed.

We apologize for any inconvenience this may have caused.

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:05/25/2025
Type:Billing 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.
On May 8, I added the global talk and text add on which was $10 base price and over 40% tax, total $14.55 - this was supposed to be for one month and nowhere does it say that I will be charged that amount at next month billing cycle. Then I receive an email saying payment due May 26 with the $14.55 added again!! So it wasn't even a full 17 days instead of 30 that I was able to use this service yet was charged full price!
Business Response
Date: 06/25/2025
June 19, 2025

Ms. **** ******
****************
*********, SC 29036

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

Dear Ms. ***************** May 30, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that on May 8, 2025, you purchased the Global Talk and Text add-on for one month for $14.55. You said that it did not indicate you would be charged in the next billing cycle. You provided a screenshot of the add-on. You received an email saying the next charge for the add-on would be on May 26, 2025, so you only received 17 days of it. You requested a refund.

A review of the screenshot you provided confirms that you purchased the Global Talk and Text as a recurring add-on,indicating that it would renew each month until removed from your account. Our records indicate that the add-on was removed before the account was charged for the May 26, 2025, due date.

Boost Mobile policy states that add-ons are charged at the full monthly rate and are not prorated.

As a courtesy, I made an exception to our policy and applied a one-time credit of $6.30 to your account, equivalent to 13 days service for the Global Talk and Text add-on.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/25/2025
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 ordered an upgrade for my phone. I received a package. I opened it to only be a sim card kit but no phone. I immediately looked at my account n seen they had stated the phone was also delivered in the box. It was not. I called boost for 2 weeks almost every day looking to either get my money back or my phone i ordered. I talked to atleast 7 different representative about this ********* got all different answers n lies about what to do.. none where right. But all said it was delivered. I asked for my money *********** refused . I asked for them to investigate but they said that was my job to do. Told me to call *** n file a claim i called n was told the sender had to do that. Which i would think it was their job since they lost my phone. It wasnt my fault i didn't receive it. Now they wont send me one nor my money. I was hung up on , treated like i was the thief . Im livid !
Business Response
Date: 06/18/2025
June 4, 2025

Ms. ******* ********
*************************************************
*************** 19475

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

Dear Ms. ******************* May 27, 2025, we received your complaint, dated May 25, 2025,filed with the Better Business Bureau.

You said that you ordered a device from ******************************, but the package contained only a SIM kit. You have contacted Boost Mobile and *** about this, but you received conflicting information. You would like a refund for the device charges.

My attempts to contact you by phone on June 3 and 4, 2025, were unsuccessful;however, I left a voice message each time.

In order to address your concerns, you will need to file a claim with *** since our records indicate the package was delivered. If your claim is denied, please contact me directly with documentation of the denial as there may be an alternative solution.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                *************************************************;
                ******, CO 80210

                ****** ********
Initial Complaint
Date:05/25/2025
Type:Billing 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.
Just recently I notices an unusual charge on my bill that was labeled phone discount reversal they said it was a glitch the first time but then it appeared again which they have credited back my account but between all of this I got a new line with a new phone and with these confusing charges that I never authorized I didn't notice that they had been charging me 20 extra dollars a month for highspeed data that I did not want or need. They also charged me 65 for 12 days of service on the new line that I purchased and also charged me 24 dollars for boost protect that I declined. When I try and talk to anyone they tell me that unfortunately since the bill was already generated then there is nothing they can do about these charges but if I never asked for these in the first place how would I know I was being charged and wether I needed to say anything until the bill was generated. Why would I be charged for a whole month of service for 12 days.
Business Response
Date: 06/17/2025
June 12, 2025

Ms. ****** ******
*************************
******, OR 97404

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

Dear Ms. ***************** May 27, 2025, we received your complaint, dated May 25, 2025, filed with the Better Business Bureau.

You expressed confusion with your billing because you noticed charges for Boost Protect, high-speed data, and a phone discount reversal. You also disputed being charged for a full month of service for a line that was active for 11 days. You expressed frustration with the customer service you received, as you were unable to obtain a ************** requested a billing adjustment.

It is your responsibility to review the add-ons associated with your line to ensure that you are not paying for something you do not want. You may also remove these add-ons through your Boost Mobile application or through customer care.

Our records show you added your new line in the middle of the billing cycle, which is why you were charged the full $67.20. Boost Mobile does not pro-rate billing, but as a courtesy, I applied a credit of $22.40 to cover the remaining amount for that month.

A credit of $77.78 was applied to your account on June 11, 2025, to cover the phone discount reversal and you will be charged correctly for the device financing moving forward. The remaining balance on your account remains valid.

We apologize for any confusion this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 06/18/2025

Complaint: 23375297

I am rejecting this response because:
Since writing my first complaint the phone reversal fees were again charged on my account and I spent hours arguing with customer service that I did not owe that money. Of course you would give me a credit for those charges because they never should have been there to begin with and have made my bill confusing for months. I was lied to and told it was a glitch in the system but has now happened 3 times.

I also just recently got a new line with a new phone and when I purchased the phone I declined the insurance but was charged 12 for the partial month and another 12 dollars the next month for something I declined. As soon as my bill came out and I noticed the charge I talked to customer service on numerous occasions and cant get the refund for the charge. I was told that since the bill was already generated there was nothing you could do but how would I have known it was on there until the bill came out if I didnt ask for it in the first place?
Sincerely,

****** ******
Business Response
Date: 06/30/2025
June 28, 2025

Ms. ****** ******
*************************
******, OR 97404

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

Dear ************************** 26, 2025, we received your rebuttal, dated June 26, 2025,filed with the Better Business Bureau.

You rejected our response stating that the phone discount reversal fees are still on your bill and you expressed frustration with how confusing your bill is. You maintain that you declined Boost Protect, but you were charged for it anyway. You also expressed concern with not receiving a refund.

When we spoke, I informed you that the credits to offset the phone discount reversal were applied after the bill was generated and did not appear on your current billing statement. To ensure that you are billed correctly, you will continue to receive the credits to offset the phone discount reversal.

As a courtesy, I applied a $24.00 credit on June 27, 2025, to cover the charges for Boost Protect. You are not currently being charged for Boost Protect.

We apologize for any confusion this may have caused.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ******************************************;
                ******, CO 80210

                ****** ********
Customer Answer
Date: 07/01/2025

Complaint: 23375297

I am rejecting this response because: please see above photos this is why I am not accepting the answer I am getting. If you notice on the pictures I submitted from my boost mobile app I am given three different amounts and when I go to make the payment it says only 107 so when I pay ******************************************* is it the 400 dollars thats gonna be taken out of my account automatically or is it the 299 that it says I owe. But what doesnt make sense is I have 3 lines with 3 phones the lines should be 60 + 60 + 65 and the phones are free so that adds up to 185 and with the add ones a little over 200 and I was told there was a 24 dollar credit so why is none of these amounts 175. I should not have to guess every month what my bill and what charges are on my bill. This is were mistakes happen and I easily get charged for things I didnt want or ask for. My bill should be correct with no added charges and no credits for those unwanted charges and only my charges and what Im responsible for paying. This is causing a lot of stress and anxiety for me. I am a one income family at the moment and I live paycheck to paycheck and I need to know exactly how much Im paying so I dont get behind because paying my phone bill and then using the little bit of money I have left for food thinking its paid and then having almost a double phone bill the next three months is unacceptable to me. My phone ends up getting shut off and I have a 16 year son with a car and license that needs a way to communicate at all times. I am absolutely beyond frustrated and unhappy with the customer service and interactions I have had with your company. I am getting a different answer from each person I talk to, blamed for charges on my account that I never requested, and not one person can explain to me or at least give me a correct answer as to why these phone reversal charges are on my account. And then on this bill there is an additional charge for 77 dollars that has no explanation at all.

Sincerely,

****** ******
Business Response
Date: 07/14/2025
July 11, 2025

Ms.****** ******
1083 ******* **.
******,OR 97404

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

Dear Ms. ***************** July 7, 2025, we received your second rebuttal, dated July 7, 2025, filed with the Better Business Bureau.

You disputed my response and maintain the billing is confusing because it shows different amounts owed. You said your bill should be around $200.00 per ********* also stated there was an additional $77.00 charge with no explanation.

A review of your bill shows that it is roughly $225.32 per month with the three plans, device financing and the data hotspot add-on. A credit of $27.78 was applied to cover the phone-discount-reversal charge after your bill was generated. You are being charged correctly; we regret that you disagree.

Our records show you paid your bill in June 2025 the day after the bill was generated and before a credit could be applied for the device financing charges.This is why it looks like there was an extra charge for $77.78, which was credited on June 11, 2025.

We regret any confusion this may have caused.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

cc:          ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

                ****** ********
Customer Answer
Date: 07/16/2025

Better Business Bureau:
my bill is what its supposed to lets just see how long that will last

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:05/25/2025
Type:Billing 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 had signed up for a promo offering 15/mo. for three months of service with Boost Mobile. On month two I was charged $25 for the month. I called Boost to let them know about the error and was offered a $10 credit for the over charge on the month three bill. i accepted. Not surprisingly I was once again charged the $25 for month three of the promo even though the promo was for $15 for the month, and was not credited the $10 from the over charge of the previous month. I called a week before to let them know that my bill due was showing more than it should be and was assured it would be corrected prior to due date. One day prior to due date I connected again with a Boost agent and was assured my bill would be $5 and not $15 as shown on the amount due thus reflecting the promo price minus the previous months credit. I got screen shots of the chat reflecting this. After being over charged I called to request my credit of $10 be applied thus making my bill $5 and was denied. The only resolution offered was to give me another credit for month 4 which would now be at the regular price. I refused this as I wanted a refund and not a credit. Upon escalating to two supervisors- one hung up on me and the other flat out denied my request of a refund. Boost mobile is doing a bait and switch scam to the hard working people of *******.
Business Response
Date: 06/17/2025
June 3, 2025

Mr. **** *******
**********************************************************************************

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

Dear Mr. ****************** May 27, 2025, we received your complaint, dated May 24, 2025,filed with the Better Business Bureau.

You said that you agreed to an offer to provide you service for three months at $15.00 a month, but you have been billed a higher rate. You request that your billing be corrected.

A review of your account reveals that when you contacted us regarding this issue, we advised you that we will honor the offer and a credit of $40.00 was provided to offset the additional cost you incurred.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

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

cc:           ****** /******* Better Business Bureau
                ******************************************;
                ******, CO 80210

                ****** ********
Initial Complaint
Date:05/24/2025
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.
Put in a order online for free I phone and service. Site charged me for first months service and phone shipping details wasn't available at that time. One week went by so I contacted customer service and was told I was denied. Spoke to three different people and was told no set time on a refund I would be notified by email. It's been a month.
Business Response
Date: 06/17/2025
June 16, 2025

Mr. ****** ****
*********************
***********************************;

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

Dear Mr. *************** May 27, 2025, we received your complaint, dated May 24, 2025, filed with the Better Business Bureau.

You said that you placed an order for a phone,but it was cancelled. You indicated that you were told that you would receive a refund; however, you still have not received it after a month.

After reviewing your account records, a refund has been issued.

We apologize for any inconvenience this may have caused.

Sincerely,

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

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Initial Complaint
Date:05/24/2025
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 had been with Boost Mobile for approximately ***** years. At the end of March 2025, my daughter went to ****** for spring break, so I added Global Roaming to the account. While in ****** the Global Roaming worked for approximately 1 phone call and stopped working. I was on the phone with Boost Mobile **************** trying to see if I could get the issues resolved for about ***** minutes. I was eventually told there was nothing that could be done because they needed to speak with my daughter who was unable to make calls out, nor could she receive them because the so-called Global Roaming wasnt working. We had to communicate via the friends phone she travelled to ****** with. I even switched to a new phone vendor because of all of the issues. Ironically Boost Mobile refused to allow me to switch my daughters account to the new phone vendor because they said my daughter purchased her phone on 6/28/24 and she wouldnt be able to change the vendor until 6/28/25. Now in May 2025 (not ******* ** being charged for the Global Roaming that worked for 1 call. Today, when I spoke to Boost ****************, they said I was issued a credit in April for the non-working Global Roaming. However, Boost is now charging me for the non-working, not needed Global Roaming. I only needed the Global Roaming in March while my daughter was in ****** and told them that twice when adding the service and when experiencing the issues with it. Now, **************** is saying they would NOT be able to issue a credit in May for the non-working, not needed Global Roaming. They said the best that they could do is issue a credit in June.
Business Response
Date: 06/17/2025
June 16, 2025

Ms. ****** *******
AR 72204

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

Dear Ms. ****************** May 27, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that you added Global Roaming to your daughter's line, but it only worked for one call when she was in ***************** stated that you were unable to resolve the issue while your daughter was in ******. As a result, you ported out your line due to these issues, but your daughter's device was locked to ********************. You stated that you were given a credit for the Global Roaming in March, but not for April or May. You requested a refund.

Our records indicate that Global Roaming was added to the account on March 21, 2025, and will be removed on June *******.

I unlocked your daughters device with IMEI ***************.

As a courtesy, I applied a one-time credit of $50.00 to the account as compensation. This will cover the monthly recurring charge for the active line for June 24, 2025.

The Boost Mobile terms and conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and requested a refund of $40.00. Please allow seven to ten business days for processing and delivery.

We apologize for any inconvenience you may have experienced.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/24/2025
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.
Phone port initiated T 4/22 to boost mobile from mint mobile prior to F 4/25 plan expiration. *** guidance is this should be able to be completed in 2 to 24 hours. Dozens of phone calls and likely over 100 ***** on hold collectively between boost and mint later the phone number has still not successfully ported....I just want my phone to work instead of a string of tickets and it'll be a day or two. On 5/20, it was identified that the issue would need to be routed to the number transfer center. 5/21, I received a message annotating that it was still pending assistance 5/22, I received a message via that boost was trying to contact me regarding porting.5/23, I received an email message requesting that I contact boost. Upon calling, I was told there wasn't any action actually ready to be initiated but that the case manager was going to try and get the porting team on the phone and have them in a conference call with mint. After 45 min of being on hold to get in touch with them, he started that he would continue working the issue that evening. 5/24, i spoke with the same case manager as on 5/23. He was unable to verify if anything had actually been sent to the ***. Case manager reviewed records and verified that there hasn't actually been a response back from the porting or network team in the past 4 days, just multiple tickets requesting they take action. 2 hours on hold, case manager unable to get in touch with the network team and advised that he has escalated it to corporate networking team.
Business Response
Date: 06/17/2025
June 5, 2025

Mr. ******** ********
**************************
**************************

Re:          BBB Complaint #********
                ************** -2025-05-10671

Dear Mr. ******************* May 27, 2025, we received your complaint, dated May 24, 2025, filed with the Better Business Bureau.

You stated that you attempted to port your phone number from Mint Mobile to Boost Mobile on April 22, 2025, ahead of your Mint plan expiration on April 25, 2025.Despite FCC guidance that ports should be completed within 2 to 24 hours, the number still has not transferred successfully. Over the course of nearly a month, you have made dozens of calls and spent over 100 hours on hold between both carriers.

When we spoke, I informed you that your Mint Mobile account would need to be active in order for the port to be completed. You then paid $120.00 to reactivate your Mint Mobile account, and the service was successfully restored. Following the reactivation, we attempted to re-port your number to Boost Mobile; however, the request failed once again.

After further investigation, we have determined that there is a pending port still active on Mint Mobiles side. This request must be canceled and cleared by Mint Mobile before the number can be successfully ported.

We sincerely appreciate your continued patience throughout this process. Should you decide to go with another provider instead, you would be eligible for a refund of $17.22.
If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

****** ********
Manager Retention Operations
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ********* *****

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