Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,962 total complaints in the last 3 years.
1,504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/24/2025
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.
Last month in april carried my mobile lines from Boost mobile to another carrier. This month Boost generated a bill around 1000$ and they took money from my bank account. I wanted to see my bill. Neither app nor web page allowed me to login since i am no more a customer. I called customer support today two times. They say they cannot help me since i am no more a customer. They dont provide a way to get my bill. The line I am talking about is ************
Business Response
Date: 06/17/2025
June 3, 2025

Erdinc Ustuay
*********************************
*************************;

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

Dear Erdinc Ustuay:

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

You stated that you were charged after porting out your phone lines. You said that you tried to access your account to review these charges, but your efforts were unsuccessful since you are no longer a customer. You requested to see your last two billing statements.

My attempts to contact you to discuss this matter via phone call and email were unsuccessful.

A copy of your billing statements for May and June 2025 were sent to the email address you provided.

Please note that if an account is canceled before the completion of the financing agreement for a phone, the full remaining balance for the device will be automatically charged.

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

Sincerely,

Sienna ******
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 would like the sim carrier network unlock code to the moto g stylus phone I purchased from them so I can carrier unlock my phone. For account **********. IMEI of phone ***************.I was never told that I would have to wait a year to unlock this phone and I purchased it so I'm entitled to unlock it I believe.
Business Response
Date: 06/17/2025
May 29, 2025

Ms.****** *******
2025 Ide St.
******************

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

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

You would like your device unlocked. You stated that you were not made aware it had to be active for 12 months.

The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

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:05/24/2025
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.
I paid Boost Mobile for a service to use with my tablet.. I checked their website for compatibility before I paid for service and the tablet was compatible. Their website moved forward and processed the payment.The service wasn't working and it was after hours. I called around 9 am next morning. Boost told me the tablet was not compatible.. I asked for a refund, but told me they couldn't give me one, even tho I never received their service.
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 verified, on Boost Mobiles website, that your tablet was compatible with our network before paying for the service; however, you were notified that it was not compatible after ********** stated that when you asked for a refund, your request was denied.

After reviewing your account, I requested a refund to be issued for the $15.79 payment that you made on May 22, 2025.

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:05/23/2025
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.
Every since I switched boost plans I barely get any network services. From dropped calls to my device saying no **********************/Internet connection. Constantly throughout the day. Very unreliable service I'm not complaining for a refund or credit. I'm complaining because I depend on stable services. I live alone and am disabled. I can't afford for my phone to not be able to make calls when I have medical emergency.
Business Response
Date: 06/17/2025
June 13, 2025

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

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

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

You stated that you have experienced signal issues with the service.

As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers may experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/23/2025
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 canceled my Boost Mobile account over a month ago. But I was charged again about three weeks later. When I called to have the charge reversed, I was told I need to complete an authentication process despite the fact that my number was no longer active with them. I still had access to the account online, but I was unable to remove the payment method or cancel autopay. I was transferred to an authentication representative who asked for my full Social Security number, which I was uncomfortable providing. She later claimed she couldnt authenticate me and suggested I may have been charged for canceling mid-cyclewhich I know is not true. I even provided the exact date I canceled.She said there was nothing else she could do and refused to reattempt authentication or escalate the issue. I asked to speak with a supervisor. When I did, he also said he couldnt access the account due to failed authentication. I explained that maybe my information was entered incorrectly, and mentioned that even Boosts own website says they dont require a full Social Security number.The only reason I went that far was because I was using the chat feature on the Boost Mobile app, the same app I used while I was an active customer. I was given the phone number through their chat and was transferred internally. The supervisor told me he could remove autopay from my account, so I asked: if you can access and change my autopay settings, why cant you reverse the charge or cancel the account? He claimed he wasnt authorized and refused to transfer me to someone who could help without re authentication. He then hung up on me. Boost Mobile wont let me cancel, and wont process a refund. I even offered to send a copy of my drivers license or verify through the email address and card that have been on the account since day one. They still refused to act.
Business Response
Date: 06/17/2025
May 29, 2025

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

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

Dear Ms. ****************** May 27, 2025, we received your complaint, dated May 23, 2025, filed with the Better Business Bureau.

You said you were charged for service after canceling your account and you were unable to remove autopay. You also expressed frustration with the verification process,as you were asked for your Social Security Number (SSN). You requested to receive a refund.

We apologize for the inconvenience. Your account has been removed from autopay, so you will not be charged again.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take
measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers (such as an SSN) may be required to discuss account information and/or to implement the changes being requested.

A review of your account reveals that a $55.00 refund was issued to the card ending in 6430; please allow 3-5 business days for processing and delivery.

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:05/23/2025
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.
Employees said they changed my information in computer system 2 times over a couple year. Span and then employee told me if I make the payment he would be able to reactivate my phone then after taking payment transferred my call and then they next employee said it wasnt able to activate phone or make a refund because of there mistakes in the past and there employee mistake today 5/23/25 and then there managers where rude and short and hung up on me twice . So Im going to file a lawsuit to inconvenience a large corporation and waste money and time to hopefully waste there money and time and Im not bound my there mediation clauses because there employees put my name in the system wrong then lied to me in boost mobile store s twice about changing the name in the system .
Business Response
Date: 06/17/2025
May 29, 2025

Mr.**** ***********
3431 *********
******,OH 43614

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

Dear Mr. ********************** May 23, 2025, we received your complaint, dated May 23, 2025, filed with the Better Business Bureau.

You said that your name was changed on your account without your permission. You also indicated that you paid for a month of service, but you were unable to activate your device. You requested a refund.

I corrected the name on your account; we apologize for any inconvenience this caused.

Normally payments made towards service are nonrefundable; however, in the interest of customer service, I requested a refund of your $61.00 payment. Please allow five to seven business days for processing.

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:05/23/2025
Type:Service or Repair 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.
im filing a complaint for false advertisement ,boostmobile is charging extra money for not applying for there automated system to make a payment which is not posted in the store ,i explained to them that i been frauded and im not comfortable using my credit card and they charged me an extra 5 dollars plus 4 dollars for paying in the store ,none of this is posted in the store for the plan and when i talked to management they said they will make changes but still charged me thats false advertisement i talk to a gentlemen name *** who laughed at me when i told him it was wrong and fraudulent then he put his supervisor on the phone and he couldnot give a clear answer to why they charge extra for not paying online last month i paid my 50 dollars and 5 dollars for paying inside the store i go to pay my bill today and they said my account was suspended i said how am i talking to you if my account is suspended no reply at all then they said i been paying my bill from a card and the guy that was in the store told them no he pays cash every month no reply after that so someone is playing games because this *** *** kept laughing when i tried to explain to him that there advertisement bulletin board does not explain this and they never emailed this change until i mentioned it then they sent it to my phone to cover this up ,this is wrong im a senior i been with boostmobile for 14 years im disabled i need my phone and every month they go up in price i spoke with the manager name ***** and she try explaining to me the same thing i told her that this need to be changed on there bulletin board its false advertisement and stealing i asked for there corporate number they would not give it to me so this is why im filing this complaint because its plain and clear it fraud because they dont tell you please help me in this matter thanking you in advance Mr. *****
Business Response
Date: 06/18/2025
June 5, 2025

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

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

Dear Mr. **************** May 28, 2025, we received your complaint, dated May 23, 2025, filed with the Better Business Bureau.

You expressed concern regarding not being made aware that you had to have autopay in order to receive a $5.00 discount. You also expressed concern regarding Boost Mobile retail stores charging a fee for taking a payment.

When we spoke by phone, I advised you that our website (********************************************)outlines our service plans and their prices with and without autopay.

Retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices, and they are able to charge fees for taking payments. I offered to forward your concerns to be addressed by the appropriate personnel, but I will need the store address and copy of the receipt for your transaction. You agreed to follow up with me directly.

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
Customer Answer
Date: 06/23/2025

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:05/23/2025
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 to contact you guys last time because I had an issue with this company in just returning my phone I spoke with Mr. **** ****** who was a big help in getting that taken care of I returned the phone he verified it was received and I was refunded the ***** I put out and was given credit so my phone bill was only 5 dollars and change great . Last night I get rn email saying my bill for the month coming up is ready I look and Im being charged 84 dollars I contacted an agent last night and being told all kinds of confusing nonsense they have the ***** I was refunded on the bill as well as 5.56 finance charge and then some sales and use tax I told him this phone was returned on may 2nd and received on may 5th it took him 29 minutes because he couldnt seem to find why my bill was all of a sudden this high I took a screenshot of what he said then I contact an agent this morning so now Im being told that the phone was received and the charge is not for that but a sales and use tax for an iPhone thats I purchased that clearly said on their website that it was 99 dollars it did not add any sales and use tax it said with tax the phone would be ****** I paid that now after I have had this phone now they are adding a sales and use tax for this phone of 45 and change thats what Im being told I am furious now and getting real tired of this I would like my bill fixed they received their phone back I should not be being charged for that and my iPhone was paid for whatever charge they asked for at the time I purchased this thats what I paid they should not be allowed to now add a new charge to my bill for a phone I already paid for
Business Response
Date: 06/23/2025
June 16, 2025

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

Re:          BBB Complaint #********
                ************ -2025-05-11012

Dear Ms. **************** May 30, 2025, we received your complaint, dated May 23, 2025, filed with the Better Business Bureau.

You stated that you recently purchased an iPhone 13 for $107.24, which you paid upfront. However, you were charged $145.66 on your bill, and you requested a credit for the overcharge.

This issue was previously addressed on May 23, 2025, via an email that you sent directly to Boost Mobile.

On May 23, 2025, I offered you a one-time $38.42 credit towards your bill to cover the overcharge from the device purchase. You accepted this resolution.

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

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/23/2025
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 HAVE BEEN WITH BOOST MOBILE FOR 8 MONTHS. I COMPLAINED ABOUT HAVING NO SERIVCED THE WHOLE TIME THAT i HAVE BEEN WITH BOOST MOBILE. THEY OFFERED TO EXPAND THE SERIVCES HOWEVER, IT STILL DID NOT WORK. I TRIED SWITCHING OVER TO A NEW CARRIERA AND DUE TO THE BALANCE OWED FOR THE PHONES I PURCHASED MY PHONE BECAME LOCKED. AFTER ABOUT 5 DAYS, I DECIDED TO CALL BOOST TO RE-NEGOTIATE MY TERMS. BEAUSE THERE IS NO SERVICE PERMITTED ON MY PHONE, I CALLED AND THEY STATED I NEED TO GET MY ACCOUNT AUTHENTICATED. I AGREED TO TERMS AND ANSWERED ALL QUESTIONING PERSTAINING TO ME (SOCIAL, ADDRESS, BIRTHDATE AND FULL NAME) THEY CAME TO A SERIES OF QUESTIONS REGARDING HAVE I EVER BEEN INDETIFIY AS A SERIES OF NAMES; I DIDDN'T. THE ***RESNTATIVE SAYS I FAILED THE QUESTIONING...HOW IS THAT; i AM WHO I AM. THE *** SAYS THERE WAS NOTHING ELSE THAT HE COULD DO AND THAT IT WAS COMING FROM MY CREDT ***ORT. i BELEIVE THAT BOOST MOBILE HAS MY PERSONAL INFORMATION ON THE BLACK WEB AT THIS TIME DUE TO THEIR INFORMATION WAS OFF AND WRONG AND I AM UNABLE TO PROVE, i AM ME. THIS IS BEYOUND DISHARDENING BUT ABSOLUTELY UNBELIEVABLE.
Business Response
Date: 06/17/2025
June 12, 2025

Ms. ******* *****
11 Prism Pl.
************, ********

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

Dear Ms. **************** May 23, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that you have had technical issues with the service since you signed up. You ported your phone number to another carrier, but found your device was locked to ******************** because it was being financed and you still owed money on it. When you contacted customer care,you were unable to pass our security verification. You requested to receive a refund.

Our records indicate that the line ending in 7942 was ported out on May 15, 2025. The second line is currently under suspension due to non-payment. The associated devices will be eligible to be unlocked after the outstanding balance on each are paid in full.

The devices for both lines on the account were financed. The Boost Mobile Terms and Conditions state that if service is canceled before a financed device is paid in full, the outstanding device balance due will be charged immediately.

We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. If a caller cannot pass a security verification, no account details can be provided and no changes can be made to the account.

A refund is not warranted for this issue.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:05/23/2025
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.
This is my first month on the Boost Mobile plan. The plan is heavily advertised at an introductory rate of $15 for the first 3 months and $25 a month thereafter. Boost Mobile has charged me the full $25 fee and this is my first billing cycle. On my very first month my bill was inaccurate and I was charged double. Not only that but I've wasted a lot of time trying to figure out my bill and why I'm being charged extra. I signed up under a promotion and I'm being charged almost double what was ************** thing I cannot stand for is large companies preying on individuals with situations like this. I work hard for my money and when it comes time to spend it, I do not appreciate when a company double dips in my pocket after all it's taken for me to earn my money. This is unacceptable.I went ahead and made the payment for double because I need cell phone service while I shop around for another carrier. In the meantime I'd like to reach a resolution with the company of a full refund. Although this will not replace the time and stress involved with this situation it will help but I still will share my experiences to all of my colleagues about Boost Mobile and their unprofessional billing practices.
Business Response
Date: 06/17/2025
May 30, 2025

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

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

Dear Mr. **************** May 23, 2025, we received your complaint, dated May 23, 2025,filed with the Better Business Bureau.

You said you accepted an offer of $15.00 for three months, but you were charged the full amount of $25.00 plus tax. You also expressed some confusion regarding your bill and payments. You requested a billing adjustment.

When we spoke, I informed you that a credit of $16.65 was applied to your account on May 28, 2025, to cover the overcharge, and you will receive the discounted rate for the plan next month. You accepted this resolution.

You also said that you would email me your bill, so I can explain it to you. You may send this directly to **********************

We apologize for any inconvenience.

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'

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

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