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
- 4,997 total complaints in the last 3 years.
- 1,500 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:04/22/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 2 phone cards online from Boost Mobile, and when I tried to activate one of them several times at their ************** number through their activation line to no avail on Friday, April 7, 2023, the customer service rep stated that my phone was not compatible with their service because it was a 5G service plan for a 5G phone and the phone I was using was just 4G. I called back that same day and told them to cancel the service and that I wanted a refund, the representative asked me a series of questions and determined that I qualified for a refund, he first cancelled the telephone number porting, then he stated that he was removing the automatic payment from PayPal, he stated that he issued me my refund for $35.21 this is for two Paypal charges (1)$25.16 phone card, (2)$10.05 phone card, and he then told me to wait 3 business days, so I waited until April Tuesday 18, 2023 and called them again at **************, I spoke to another Boost Mobile rep concerning my refund and he couldnt do anything so I asked to speak to a supervisor, and when I spoke to her she said that the refund was denied because the Boost Mobile rep ***** fill out the request properly, then I asked her why didint anyone call me or email me because they keep emailing me about using their service which was supposed to be canceled, but one of the Boost Mobile reps that I spoke with stated that the account had to remain open in order for my refund to be processed, but I think they are trying to get money for something that I'm not even ussing, then the the sipervisor told me to dispute it with the bank. I asked her why she couldn't issue the refund. She stated that I would have to dispute it with the bank, meanwhile, the account remains open and I have not used any of their services. I have all of the call logs on my phone, I made a video of it if PayPal needs it, this has been a very bad experience dealing with them!!!!! ***************************, ******************** ************.Business Response
Date: 05/17/2023
May 16, 2023
Mr. *************************
********************************** 203
*******, ** 48208
Re:BBB Complaint #********
************- *************
Dear ******************:
On May 10, 2023, we received your complaint, dated April 22, 2023, filed with the Better Business Bureau.
You said you were unable to activate your phone because it is not compatible with the system. Therefore, you requested a refund; however, you were advised to dispute the transactions with your bank.
I attempted to contact you at the phone number we have on file, but I was unable to leave a message. Even though you were instructed to dispute the transactions with your bank, I have requested a refund to be issued. If you have filed a dispute, the refund will not be issued. If you have not filed a dispute, do not do so at this time as it will affect the issuance of the refund.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Customer Answer
Date: 05/17/2023
Complaint: 19971188
I am rejecting this response because: I have filed a dispute with the **** and PayPal, but why is Boost Mobile playing these games, if they had issued the refund when I first contacted them then this would have been resolved!! Either issue the refund or just go away!!!!! This is got to be one of the worst experience I have had in trying to get a refund!! Now Boost Mobile is stating, do this, don't do this, do this, don't do this, just go away, because I'm done, and I've been more than understanding!!!!!
Sincerely, *************************
*************************Business Response
Date: 05/25/2023
May 22, 2023
*************************
********************************** 203
*******, ** 48208
Re:BBB Complaint #********
************- *************
Dear ******************:
On May 22, 2023, we received your complaint, dated May 19, 2023, filed with the Better Business Bureau.
You said that you rejected my previous response because you have not received your refund.
Our records show that a portion of your refund ($10.05) was issued; however, the rest ($25.16) has not because there is an active case with PayPal, which is a result of you filing a dispute with them. As I stated previously, if you have filed a dispute, the refund will not be issued. We consider this matter closed and the final resolution rests with PayPals decision on your pending dispute.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Customer Answer
Date: 05/31/2023
Complaint: 19971188
I am rejecting this response because: Having dealt with this so called business has been one of the worst!! Just for your information, PayPal issued the $25.16 refund and Boost Mobile needs to go out of business.
Sincerely,
*************************Initial Complaint
Date:04/22/2023
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 April 11,2023 I made a payment to boost mobile in the amount of $50. I did this over the phone because the online system seemed to be down. I received a confirmation text message from boost mobile stating my payment was received. My phone line was not restored, I called back on April 12,2023. While on the line the customer service rep stated the account was suspended and did not know the reason why due to the "merger". I as a customer was completely unaware of a merger. The rep had me on hold for 1 hour and 46 minutes with a final resolution of a refund. I was given the ticket number ******* and told a refund would be in my account in 10 business days. On April 22,2023 I called boost mobile asking where my refund was and was told the ticket was rejected because my account was on the old plan (legacy). I was transferred to the old plan and was told there was no one who could handle this matter and to call back tomorrow. I called again on April 22,2023 after giving the ticket number to the rep. I was told the ticket was closed because it was on the new boost plan, I was transferred to another rep. I waited 45 minutes while the rep on the new plan spoke with the credit department. The credit department said I was still on the old legacy plan and transferred me again for the 3rd time. After 2 hours on the phone with boost mobile I still have no resolution. I was told there is no supervisor available to speak to me about a resolution. I asked for their arbitration office information and was told to look it up. I called again on April 22,2023 at 6:50pm, I was on the phone until 8:45pm being transferred with no resolution. I am demanding a refund from boost mobile and an investigation by the BBB into the practices of boost mobile.Business Response
Date: 05/18/2023
May 11, 2023
Ms. ***************************
368 ******.
******, ** 12206
Re:BBB Complaint #********
765446861418 - *************
Dear ***************************:
On May 10, 2023, we received your complaint, dated April 22, 2023, filed with the Better Business Bureau.
You said you made a payment but your service was interrupted. You said you were offered a refund.
A review of our records indicate that you disputed your March 20, 2023, payment through your bank, causing the payment to be charged back. We are unable to provide a refund, as funds for service rendered were removed by your bank. Likewise, we are unable to restore your service until that payment is replaced.
We sincerely regret any confusion this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/22/2023
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.
4/17/23 called to get refunded of service. I have called 4 times and each time I call, I'm given a ticket number for a fee refund for each call and each ticket get "resloved" saying the eromg ticket was submitted. I have advised that I'm no longer using their service since February. At this point I keep getting the run around so that they can say I'm past the grace *******Business Response
Date: 05/18/2023
May 17, 2023
Ms. *******************************
7018 **********.
***********, ** 78242
Re:BBB Complaint #********
680318247319 - *************
Dear ******************:
On May 10, 2023, we received your complaint, dated April 22, 2023, filed with the Better Business Bureau.
You said you requested your account be disconnected in February 2023. You indicated you were charged without your consent. You mentioned that you called on April 17, 2023, to request a refund, but you have yet to receive the refund.
A $110.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/22/2023
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 01/04/2023 I accidentally hit the checkout button as iwas scrolling up the screen I called boost immediately and told them it was a accident. They said I would get my refund in 3 to 5 business days. Well that didnt happen. So I called back everyday they told me I need to go through the process they sent out the iPhone to be delivered. *** delivered the phone to the wrong address they delivered it to ******************* in ******* me. That was my old address a year ago. So *** did a investigation they called and talked to about the situation then the reimbursed boost mobile on 02/08/2023 for $421.99. Now that kind of money may not be a lot to others but it is to me Im retired and only collect social security. So I cant afford that. So that was my bill money and still have not received any money from them. I had to borrow from friends to my bills and took awhile to catch up. So Ive been calling boost mobile for 5 months and I get the runaround and I get different stories Ive talked to many supervisors but they keep giving me a ticket number for every case I open they denied me on all cases I can never get a straight answer why. Now they received my money on Jan 4th $421.99 and *** reimbursement boost mobile for losing the phone so they got another $421.99 so the got double payment and I got nothing. I tried a lawyer a couple weeks ago but one wouldnt take the cast and the other is supposed to call me back. So on 4/18 **** I did another ticket number the case got closed because they wrote the reason. So I did another ticket number yesterday 4/21/2023 they said 3 to 5 business days till I know anything. This is very frustrating I dont reall know to turn to for some help so please help Ive everything written down son this happened so Ive 5 months of information. Thank you very much for your time. *************************Business Response
Date: 05/18/2023
May 18, 2023
Ms. *************************
**********************
*******, ** 04276
Re:BBB Complaint # ********
821297234272 - *************
Dear ********************:
On May 10, 2023, we received your complaint, dated April 22, 2023, filed with the Better Business Bureau.
You said you mistakenly placed an order with Boost Mobile on January 4, 2023, for $421.99. You indicated that the phone was shipped to an incorrect address and you did not receive the phone. You requested a $421.99 refund.
It has been confirmed that the package was lost in transit. A $421.99 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/22/2023
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have made payments to Boost Mibile to pay my account and they have accepted payment and still put my service on hold til I made another payment. Both payments were made from the same account and they had no problem receiving the funds automatically but would not verify nor rectify the double payments. This company has done this more than once. Their customer service has done nothing to rectify this and wants me to to report it to my bank which would make my debit card invalid causing all other payments to ANY OTHER ACCOUNTS I have made invalid. This is unacceptable. No resolution was able to be made and I have now made a 70$ payment for a 35$ service and no resolve in sight. This is common practice with this company and needs to be addressed by an outside agancy.Business Response
Date: 05/18/2023
May 17, 2023
***************************
46 Ash St.
**********, ** 02724
Re:BBB Complaint #********
525696822426 - *************
Dear ****************:
On May 10, 2023, we received your complaint, dated April 22, 2023, filed with the Better Business Bureau.
You said that you made a double payment and you are owed a refund.
A review of our records show that you made a $35.00 payment toward your canceled account, ************. I requested this amount be refunded. Please allow three to five business days for processing.
When making payments, please ensure you are applying them to the correct, active account.
We sincerely regret any confusion this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/22/2023
Type:Delivery 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.
Ordered phone from boost mobile and it is defective. Per their policy, theyre to replace it within 90 days. Ive attempted calling customer service and they were not helpful. They refer me to the manufacturer and then tell me I dont have warranty.Business Response
Date: 05/17/2023
May 16, 2023
******************************************
***************************br>**************, ** 33024
Re:BBB Complaint #********
511655506719 - *************
Dear **************:
On May 11, 2023, we received your correspondence, dated April 22, 2023, filed with the Better Business Bureau.
You said you purchased a phone from **, but it is defective and you mentioned Boost Mobile has a 90-day return/exchange policy. You indicated that when you contacted customer care, you were advised to reach out to the phone manufacturer. You requested to exchange the device for a new one.
Our records indicate you purchased refurbished phones on February 8 and 9, 2023. Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty. Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks, scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components. Please note, refurbished phones are sold as is. As such, your request for a replacement phone cannot be met.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/21/2023
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 purchased a phone 04/06/23 from the Boost Mobile website. Their website claims all phones will ship in one business day. After 5 business days I reach out to customer service and get told they can't help me even though they can see the order placed. They lied to me on multiple occasions saying it was going to ship the next day. 10 business days later they claim they put a ticket in to investigate what was going on. The lady gave me a phony ticket number and no investigation was done. Now after being lied to and misled by multiple people I'm just tired of the excuses. I request a refund, they claim they can't refund me but will open a ticket. This time the rep closed the chat without giving me a ticket number. Boost Mobile has had my money going on 3 weeks, refuse to refund. Got my bank involved and they are giving my bank the runaround and I'm out $75. I've been a loyal customer for years and upgraded to multiple phones in the past. Quit lying/misleading customers.. don't advertise and sell products you don't want to ship. I refuse to waste another minute with their incompetent customer service *********** me the phone I paid for or simply give me my money I paid for the phone back. It's not that difficult. Order #**************Business Response
Date: 05/16/2023
May 11, 2023
*****************************
*************************** H
*******, ** 17522
Re:BBB Complaint #********
777699221750 - *************
Dear **********************:
On May 11, 2023, we received your complaint, dated April 21, 2023, filed with the Better Business Bureau.
You stated that you purchased a phone from Boost Mobile but you still have not received the phone. You requested that we refund the purchase price of the phone.
Please be advised that our records show the device was delivered at the front door of the address associated with the order on April 29, 2023. We regret any inconvenience this delay may have caused.
Please note that as the device was delivered, we are unable to issue a refund.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/21/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 10th, 2023 I *******************************, account #************, decided to port my cell phone service from Boost Mobile to Verzion Wireless. From start to finish I had technically problems porting from Boost, so the Verzion agent decided to call in himself multiple times. The port started before the end of billing cycle because on the previous month there were also tech issues with Boost Mobile. The Verzion agent did everything with the port and then Boost mobile closed out my account and switched me over. The next thing I know I am getting charged from Boost Mobile with the old account monthly bill. ********************** states it's because I was set on autopay. With that being said I have requested a refund three times and have been denied my refund twice. The first claim #*******, I opened was on April 14 or April 15th, 2023. Boost Mobile never investigated the transaction and closed it on April 15th, 2023. I opened another claim, #*******, and again same results, it was closed on April 20th, 2023, with no results, no explanation, no nothing. I called in spoke to and agent, and she researched and researched, found nothing. But she did put in another claim, #*******. I was a customer for over three years and actually having to switch service to get the best customer service is the reason for moving to Verzion. So on the April 20th, 2022 there has been another claim put in about the refund of $60.73, for a service I know no longer have.Business Response
Date: 05/17/2023
May 16, 2023
***********************************
4810 Spur 408, Apt. 427
******, ** 75236
Re:BBB Complaint #********
636678578251 - *************
Dear ******************:
On May 11, 2023, we received your correspondence, dated April 21, 2023, filed with the Better Business Bureau.
You said that you ported your phone number from Boost Mobile to ******* Wireless on April 10, 2023. You were charged $60.73 on April 20, 2023, and you requested a refund.
A $60.73 refund has been submitted in the interest of customer service. Please allow up to 20 business days for processing.
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
*********************Customer Answer
Date: 05/17/2023
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:04/21/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two sim cards and switch both of my lines to Boost. I asked to cancel the second line because i put that I wanted a new line by accident. I called immediately and was told that it couldn't be canceled. Then I called to activate one line and the guy put in the account number wrong after repeating it multiple times. This was ****** that did it. Then I called in and spoke with Desa. She argued with me about speaking with a manager and I waited on the line for 60 minutes to speak with one and she kept saying the call volume was high and a manager never got on the line. She told me she was 17 on the line at an 1 hour and 2 minutes. This is for line ************Business Response
Date: 05/17/2023
May 17, 2023
Mr. ***********************
1861 *****************., Apt. A2
**************, ** 23454
Re:BBB Complaint #********
120285368895 - *************
Dear **************:
On May 9, 2023, we received your complaint, dated April 21, 2023, filed with the Better Business Bureau.
You said you attempted to contact Boost Mobile for assistance with your newly established lines, yet you were unable to get assistance. You indicated that you opened up two lines of service by mistake, when you only wished to have one active phone line. You mentioned the incorrect line was opened.
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.
Our records indicate the phone line that was activated has been ported to another service provider.
If you require changes to your account, please reach out to customer service at ****************, as many of our systems are up and operational once again.
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
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/21/2023
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 march 8th I was charged ****** for an account that was supposed to be closed . It was not actively being used because I had to call numerous times about horrible service. My card was not supposed to be still enrolled in autopsy so When I initially called about why I was charged they apologize & said they were having internal issues but could not give me a date as to when it would be resolved .. finally on march 31 they said they will give me a refund & provided me a ticket # & said 72 hours after 20+ calls on April 7th I received another ticket # & promise refund on April 14 while looking into it I was hung up on me , they continue to promise to pay & have yet to pay on march 31 they said they removed my card from autopsy again & again they didnt so I had to cancel that cardBusiness Response
Date: 05/18/2023
May 17, 2023
***************************************
*************************************
**********, ** 06320
Re:BBB Complaint #********
210964470181 - *************
Dear ********************:
On May 11, 2023, we received your correspondence, dated April 21, 2023, filed with the Better Business Bureau.
You said you were charged $103.14 on March 8, 2023, without your consent. You indicated you were previously promised a $103.14 refund, but you have not received it. You also expressed concern with the customer service you experienced.
Our records indicate a $103.14 automatic payment was attempted on March 7, 2023, but it was declined. As such, a refund cannot be issued.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************
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