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
- 4,993 total complaints in the last 3 years.
- 1,486 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:04/29/2023
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 February the 8th I purchased two ******* Galaxy phones upon receiving the phones they did not work with *** cards that came with n the phone. We then contacted Boost Mobile about the issue, they advised that we put the *** cards in and wait a couple hours. We waited a couple hours and then called the company back, we was then advised again to take the *** card out and put them back in we did that and the phone's did not work and a ticket was placed we called back again then was told to wait the three 3 days. We then went to a Boost Mobile store and was advised that they sent the wrong *** cards. We had to pay an activation fee and pay to get new *** cards we called the company to get a credit on the bill for the days we was out of service We was advisedthe credit could not be granted. My husband was without his phone for almost a week and he could not be without his phone for a week this has caused a major inconvenience cuz he has to stay in contact with his doctor. On April 23rd we called to get the phone unlocked because we are switching carriers the phones are still lockedr we called numerous times and was told that the phones will be unlocked. We called on the 29 of April I was informed that the tickets has been closed to get the phones unlocked and our account has been suspended. The tickets were placed on Tuesday and we were told it would be 24 hours as of this date our phones are still locked.Now we have been without a phone for almost a month due to this inconvenience. I would like to have the phones unlocked we have done everything that the company has asked us to do and our phones are still locked.On the 29th I was advisedthat because our plan was moved over on 3-21-2023 we cannot get the phones unlocked. I was never advised of thisinformation. I would like to see this in writing. This a no contract plan. I just ask that the phones unlocked.Business Response
Date: 05/25/2023
May 16, 2023
*******************************
***********************************************
*****, ** 44310
Re:BBB Complaint #********
284516221503 - *************
Dear ******************:
On May 16, 2023, we received your complaint, dated April 29, 2023, filed with the Better Business Bureau.
You requested your device 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
Please be advised that your device has not been active on the Boost Mobile network for 12 months; nevertheless, it appears that your unlock request has already been granted; please ensure your phone is powered on, the Boost Mobile *** card is inserted and all software is fully updated.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. 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).
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/29/2023
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.
3/29/23 purchased device and sim card directly from Boost mobile. Attempted to port over phone number but was unsuccessful. Was told to purchase another sim card which also failed port of number... I was told to create new account and would have to have new number associated with the new sim card I purchased from a store. I'm seeking a refund for the initial purchase of the now working sim card..I have been in touch with Boost since 4/9 and still have not received or is Boost making any attempts to refund my money..Business Response
Date: 05/25/2023
May 16, 2023
*******************************
64 **************** I *******************.
*****, ** 35462
Re:BBB Complaint #********
331556304702 - *************
Dear ****************:
On May 16, 2023, we received your complaint, dated April 29, 2023, filed with the Better Business Bureau.
You stated that you purchased a phone and *** card to start Boost Mobile service, but you were unable to activate the service line. You requested that we issue a refund for the *** card kit.
Please be advised that there is no charge associated with your *** card kit. As a courtesy, I have submitted a refund request for your payment of $42.45 made for Boost Mobile service. Please allow 10 to 19 business days for processing.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 05/25/2023
Complaint: 19998788
I am rejecting this response because:
As a courtesy??? No the $42.45 I paid was for services that did not work. I was told several several times I would be refunded.. Nothing. I was even told by a rep to file a dispute with bank.. I went almost 2 months without service due to the lack of help from Boost Mobile.. **************** dropped the line when I asked questions that they had no answers too. Submitted numerous refund request and was given the run around the entire time.. And it's called courtesy.. You can keep that _.. Thank you but no thanks.. I don't want it..Beware buyers.
Sincerely,
***************************Initial Complaint
Date:04/29/2023
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 a Boost Mobile Customer for 10 years. For the past 10 years I have always paid my monthly bill online and in advance of the due date.It is my practice to add my payment method at the time l am making a payment, and then remove my payment method from the website once the payment has gone through.For security reasons I do not store my payment method on any website.I have never had a problem with this from any Company including Boost Mobile.In January, 2023 Boost Mobile installed a new website. When I tried to remove my payment method after making January's payment, the new website would not allow me to remove it without first substituting it with a different payment method. stating that Boost requires at least one payment method to be stored. I did not enroll in any auto pay. I have been contacting Boost **************** from January 2023 until this present date. April 27, 2023.I have been informed that they are unable to correct this situation. That they are getting the same message . I am appalled that Boost Mobile is not interested in correcting this matter.I am a Senior Citizen and I feel very vulnerable with my bank information being stored in a company that does not have control over it's website.I am at my **** end and do not know where to turn to get this fixed.Below is the message I receive when trying to remove my payment method.Boost **************** tried to remove it also without success.We require at least one payment method Close Card Please add another form of payment before you remove this one.OKBusiness Response
Date: 05/26/2023
May 25, 2023
******************************
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 16, 2023, we received your correspondence, dated April 29, 2023, filed with the Better Business Bureau.
You said you were enrolled into ******* without your consent. You requested it be removed from your account and your credit card information be removed from Boost Mobile's payment system.
Our records indicate the ******* feature is disabled on your account. Additional information regarding ******* can be found at *********************************************************************************************************************************************.
Please note, Boost Mobile values our customers' security and privacy. However, we also must retain certain records as a business. We maintain a variety of physical, electronic and procedural safeguards. These safeguards help protect your personal information from loss,misuse and unauthorized access, disclosure, alteration and destruction. Further information can be found at *********************************************************************************.
We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** / ******* Better Business Bureau
****************************************
******,** 80210
*********************Customer Answer
Date: 05/26/2023
Complaint: 19998747
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:04/29/2023
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.
Ever since I changed my phone number, I cannot make calls, send/receive text messages, no data. It's been almost a month. I've been calling customer service every other day. Before I changed my number, I had changed my plan to a yearly plan for $302.34. Till this day, I still don't have service. It is very frustrating that no one seem to be able to resolve the issue. I even went in a Boost Mobile store. The employees couldn't even help me. Nobody knows what is going on. I even bought a new sim card, hoping that way could some how fix the issue. After I purchased the new sim card, they couldn't even activate it. On my phone, where it shows the phone number, its showing UNKNOWN. When you tried to call my number, it shows "CALL ENDED". This is the worst experience i've had with wireless carrier. When request for a refund, the customer service agent said they cannot refund me because it's been a month already. I told them to check my last usage, was told that they cannot pull up the record. I changed my number right after I changed to the yearly plan. I don't know what to do at this point. I still have $150 credit on my account.Business Response
Date: 05/26/2023
May 25, 2023
Bay *****
***********************************************************
***********, ** 91709
Re: BBB Complaint # ********
************ - *************
Dear Bay *****:
On May 16,2023, we received your correspondence, dated April 29, 2023, filed with the Better Business Bureau.
You said that after you changed your phone number, you were unable to use your service.You also expressed concern with the customer service you experienced. You requested a $150.00 refund for the remaining credit left on your account.
Our records indicate a $150.00 refund was previously issued on November 12, 2023. Your account is at a zero balance and no further refund is warranted.
We strive to provide excellent service and we regret that your experience was unfavorable.We thank you for your business and we are disappointed to lose you as a member of the Boost Mobile family.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:04/29/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April the 19th 2023 I paid $50 to restore my child's phone The phone was never active they refused to give me my refund or fix the problem the is under my child name ***************************** ************Business Response
Date: 05/25/2023
May 24, 2023
*************************************
1721 ****************************., Apt. 2
Arlington, ** 22201
Re:BBB Complaint #********
591876938061 - *************
Dear **********************:
On May 16, 2023, we received your complaint, dated April 29, 2023, filed with the Better Business Bureau.
You said you made a $50.00 payment on April 19, 2023, to restore service on your account. You indicated service was not restored, and you requested a refund.
A $50.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
************************************************************** 80210
*********************Customer Answer
Date: 05/25/2023
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:04/29/2023
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.
they completely took my 100 dollars. they had a deal last year for the 1 year for 100 dollars. i bought 1 for me and 1 for my girlfriend.after dozens of calls,it turned out our phones were not compatible with boost mobile. i asked for a refund.they gave me 1 refund for 100. called numerous times for my other 100 and they supposedly made 3 different tickets for the refund,but was never received.in conclusion of the lies and runaround i was given a store credit.went to the store to buy a phone and use my credit and they informed me it had expired. they completely took my 100 dollars for nothing in return.Business Response
Date: 05/25/2023
May 24, 2023
Mr. *******************
*******************************************************************************
Re:BBB Complaint #********
519348593851 - *************
Dear ****************:
On May 16, 2023, we received your complaint, dated April 29, 2023, filed with the Better Business Bureau.
You said you purchased a year's worth of service for $100.00. You stated that you were unable to get your account activated and you were promised a $100.00 refund. You mentioned you have not received the refund and you requested the refund be fulfilled.
Our records confirm that you made a $103.20 payment on March 10, 2022, but your account was not activated. A $103.20 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/29/2023
Type:Sales and Advertising 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 began new service with Boost Mobile on 4/17/23. Since switching to Boost Mobile I have not had any phone service. I cannot make calls, receive calls or use text messages. I have paid Boost Mobile for my first month of service but yet they cannot help me get my service activated. Ive called in day after day and they make me repeat the same process that does not work. *** asked to speak to a manager but no one comes on the line. The lack of care and ability to solve issues is disturbing. I am a new customer and the impression Im getting isnt good.Business Response
Date: 05/25/2023
May 24, 2023
*****************************
**************************
********, ** 77541
Re:BBB Complaint #********
729082599120 - *************
Dear ******************:
On May 16, 2023, we received your complaint, dated April 29, 2023, filed with the Better Business Bureau.
You said you were unable to activate your phone. You also expressed concern with the customer service you experienced. You requested your service be activated and compensation be provided.
Our records confirm that the account has not been activated and you made payments of $5.16 and $15.45 on April 18, 2023. You spoke with a Boost Mobile agent on May 2, 2023, and you requested your account be canceled. Refunds for both payments were submitted on May 5, 2023. Please allow up to 20 business days for the refunds to be processed.
We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/28/2023
Type:Sales and Advertising 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 Bill *** A CREDIT OF ****** THAT I WANT PUT BACK ON MY CARD..MY BILL IS NOOT DUE. I ONLY WANTED TO ADD A LINE AND WAS NOT SUCCESSFUL..MY BALANCE DUE is **** ..I walked to the retail store and they said I couldn't my credit to add a line, buy cases.. All I can do is let it pay the next bill..in July?? I want my money returned that they have lied and said they had refund to my account. Overpayment and too early to payBusiness Response
Date: 05/25/2023
May 18, 2023
Ms. ***********************
********************************* A
**********, ** 35805
Re:BBB Complaint #********
130774398513 - *************
Dear **************:
On May 15, 2023, we received your complaint, dated April 28, 2023, filed with the Better Business Bureau.
You stated that you were overcharged for your Boost Mobile service in addition to being charged early. You said you were advised that you cannot spend your account balance on new service or accessories. You stated that you should have an $80.00 credit balance to your account, and you requested that we refund this balance.
Please be advised that our system indicates your payments were submitted via your handset, not an automated payment method. Additionally, your Boost Mobile account credit is only valid for your wireless service. As the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; your request for a refund is denied.
Nevertheless, as a courtesy, I have applied credits totaling $80.00 to your Boost Mobile account. Please allow 24 hours for these credits to be reflected.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/28/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have asked twice over the last four months to have my payment card removed from their auto pay system, The first time they said it had been removed and then I was charged, so I called. They told me a refund wasn't available even though I was within my advertised 10 days of of refund eligibility. I ate the charge and asked them again to remove my card from my account, because unless I replace the card with another form of payment online, it won't let me remove it myself. Three months pass and I got charged again, so again I called to have the issue fixed. I was told my card was removed from auto pay and again could not get a refund within the ****************************************************************************************** my online account. I've had nothing but trouble from their call centers and resistance to escalating the situation. I don't know if this is the correct boost mobile on your site, so included is there contact info from their website.Business Response
Date: 05/25/2023
May 23, 2023
Mr. *******************
*******************************************************************
Re:BBB Complaint #********
*************
Dear ****************:
On April 29, 2023, we received your complaint, dated April 28, 2023, filed with the Better Business Bureau.
You stated that on two occasions over the past four months, you have requested that your automatic payments be disabled, but customer care has been unable to provide assistance. You said you requested a refund within 10 days of the charge, but the request was declined. You mentioned your online account is still showing automatic payments as enabled. You requested that automatic payments be disabled and a refund be issued.
On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February 2023. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through our website, or on the MyBoost or BoostOne apps.
As of May 23, 2023, automatic payments have been disabled on your account. A refund of $46.04 has been requested.
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
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************;Initial Complaint
Date:04/28/2023
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 a Boost member for years. My payment due date has been *****th monthly. On 2/20/2023 I made a payment online for $35.00 - my **** card ****. Before I submit payment - I removed the check box (auto pay) payment successfully. Boost sent me a txt ***** next payment due 3/6/2023. I replied to let Boost know, my payment IS NOT due on the 6th monthly, my payment has always been due *****th monthly. A txt ***** also was sent, that I ADDED auto pay - using **** ****.I called customer service on 3/24/2023, and spoke with *** about my issue (auto pay) and asked to remove (auto pay) Boost doesn't have the right to select how a customer pays. *** removed the **** **** on file and she'll report the issue to public relations. I received notice, you've successfully removed auto pay, yet I need to make a payment by 4/6/2023.Boost disregarded my request to remove auto pay, I will make payments on my own and NOT to make a payment using **** **** on 4/6/2023. I went online 04/23/2023 and noticed that a (auto) payment was made without my consent, without me approving that payment! The **** **** had NOT been removed as well.I called customer service, spoke with Art - explained my issue, Art said a system error. I request **** **** be removed again and NOT to be used as auto pay and my original payment is due 24 - 25th monthly. Art confirmed, the **** will be removed, I can go online in a few mins. But, my original payment date 24 - 25th may be an issue. Call tech support. Art said, I can make payment on my original due date and that should return my due date. I called again and spoke with *****, he said auto pay was removed and my original due date can't be changed!BOOST has NO right to choose, how I make payments or change my payment due date without my approval. I am going to call the bank and BLOCK ALL charges for **** ****, my service should NOT be disconnected! BUT before I do, PLEASE boost corporate give me a call ASAP.************************ ************Business Response
Date: 05/26/2023
May 25, 2023
Mr. ************************
P.O. Box 171638
*******, ** 33017
Re: BBB Complaint #********
************ - *************
Dear ********************:
On May 16, 2023, we received your complaint, dated April 28, 2023, filed with the Better Business Bureau.
You said you were enrolled in autopay without your consent. You requested autopay be removed and your credit card information be removed from Boost Mobile's payment system.
Our records indicate the autopay feature is disabled on your account. Additional information regarding autopay can be found at *********************************************************************************************************************************************.
Please note that Boost Mobile values our customers' security and privacy. However, we also must retain certain records as a business. We maintain a variety of physical, electronic and procedural safeguards. These safeguards help protect your personal information from loss, misuse and unauthorized access,disclosure, alteration and destruction. Further information can be found at *********************************************************************************.
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.
**************************************************************** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
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