Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,002 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:04/17/2023
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 am attempting to change cell phone providers. Boost has my phone locked. I called about 30 days ago and was told the computer system was down. During that time I was not able to pay my bill online as usual. So the system was probably down. I went thru 2 billing cycles. My last bill was paid online. I feel like the system has returned to normal and Boost is dragging their feet in unlocking my phone. They told me after the first call that a text message would be sent when the system was back up. I asked multiple times to speak with a supervisor but was told no one was available. I just want my phone unlocked so I can move my service else where.Business Response
Date: 05/12/2023
May 9, 2023
Mr. ***************************
******************************. 4E
************, ** 27284
Re:BBB Complaint #********
872210000684 - *************
Dear ****************:
On May 8, 2023, we received your complaint, dated April 17, 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
Your unlock request has already been granted; please ensure your phone is powered on and the Boost Mobile SIM card is inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ****** when your device instructs you to do so.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. 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:04/17/2023
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 used Boost Mobile for my phone service and was a loyal customer for yrs. My payment was auto pay. On March 12, 2023, Boost Mobile took out 2 payments, one for $50 & $44 plus change. My pymts are $50/month. I've called many times asking for the $44 refund and I am not getting anywhere. I asked for the supervisor and billing department and get hung up on. I have recently canceled my account with them. So this is my last option that I can think of. Even one of the reps. I talked to said they are getting calls about Boost taking money out earlier than expected. I truly believe that Boost Mobile is ripping their customers off one way or another!*********************Business Response
Date: 05/12/2023
May 9, 2023
*************************
******************************* 44
*********, ** 52806
Re:BBB Complaint #********
308191205598 - *************
Dear ************:
On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You stated that on March 12, 2023, you were charged $50.00 for your service, plus an additional $44.59 by autopay. You requested that we refund your payment of $44.59.
Please be advised that our records show that your payment of $50.00 was charged via autopay. However, your payment of $44.59 was made via your Boost Mobile app. As this payment was not collected via autopay, it is the opinion of Boost Mobile that no compensation is warranted. Please note that the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.
Nevertheless, as a courtesy, I have submitted a refund request for your payment of $44.59. Please allow 10 to 19 business days for processing.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/17/2023
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 was was charged 2 times for service so I disputed one of the payment this was on February 7 2023 then on April 7 they suspended my account saying I did not pay bill for February I have tried to resolve this with boost mobile but they keep telling me it will take ***** hour to resolve that never happens been doing this since April 7 2023 I just want my service restored I have the transaction number where the got their paymentBusiness Response
Date: 05/12/2023
May 12, 2023
Mr. *******************
810 Falcon Rd.
*******, ** 26812
Re:BBB Complaint #********
168830060054 - *************
Dear ************:
On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You said you were charged double, so you disputed one of your payments.
A review of your account indicates no double charges. You were transferred to our new billing system on February 1, 2023. You made a payment on January 8, 2023, to your old account, and your payment was due on February 8, 2023, to your new account. You charged back your January 8, 2023, payment, causing your service to be interrupted. In order to restore service, the chargeback funds had to be repaid; but, as that was not done, your service remained suspended.
You canceled your account on April 22, 2023.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
************************************************************** 80210
*********************Initial Complaint
Date:04/17/2023
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.
Over the last week I have contacted Boost Mobile about getting mine and my son's phones unlocked. I have been transferred extensively from operator to operator while on a call, I have been repeatedly lied to about conditions needed to be fulfilled to get phones unlocked and told different time frames about getting phones unlocked. All of which never happens and end up spending large amounts of time on hold spinning in circles around the same lies.Business Response
Date: 05/12/2023
May 12, 2023
Mr. *********************
***********************
Re:BBB Complaint #********
411945677 - *************
Dear ****************:
On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You requested to have two phones unlocked.
A review of our records indicates that the devices in question were unlocked on Boost Mobiles side, but the process had not been completed on the devices side. I resubmitted the unlock, which will complete the process.
Please note that 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,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/17/2023
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.
Approximately for the last three months Boost shows my phone line is suspended even though I am current on my payments (this shows on my online account). The first time it happened my whole phone was suspended and I couldn't make calls. Know I can male calls but can't send or receive text, comes up as not sent. I have gone to two stores and been on the phone with customer service. **************** has told me three times that they will get back to me and nothing. I have been a long time customer and this is how I get treated.Business Response
Date: 05/15/2023
May 15, 2023
*****************************
****************************************************************
Re: BBB Complaint #********
************ - *************
Dear ******************:
On May 8, 2023, we received your complaint, dated April 17,2023, filed with the Better Business Bureau.
You said your phone line was suspended for three months.
A review of our records indicate that you ported out your number and canceled your account. Prior to that, our records do not reflect any troubleshooting for the issue you reported.
We refunded your last two payments, totaling $100.00, as a courtesy.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
***************************************************************** /******* Better Business Bureau
********************************, #***
******,** 80210
*********************Initial Complaint
Date:04/17/2023
Type:Sales and Advertising 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.
, I recently purchased a Boost Mobile phone plan for my son. On March 8,2023, I activated the service with the 3 month plan that cost only $15 for the first three months. This made it $5 per month. I have contacted support and talked to ***** on April 17. First she said, I had the $15 per month plan. After I explained that it was $15 for the first 3 months and I had the special offer pulled up she said that their system was down and they could not refund the money they took out of my account on April 8, 2023. She told me to turn off auto pay so I wouldn't be charged again next month, but that my service would be disrupted if I didn't continue to pay my bill. I honestly just want my first 3 month service for $15 that I signed up for. I want my $16.23 refunded that they took out of my banking account on April 8.Business Response
Date: 05/12/2023
May 12, 2023
***********************
******************************************************
************* 47138
Re:BBB Complaint #********
879488936000 - *************
Dear **************:
On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You said you initiated your account under our $5.00 Per Month 5 GB for 3 Months promotion, but you were charged $15.00 per month.
A review of our records shows that the account in question was initiated under the $15.00 Unlimited Talk/Text with 5 GB Plan. As such, your billing is correct for the plan under which you initiated your account.
As a courtesy, I applied a one-time $30.00 credit to the account.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/12/2023
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:04/17/2023
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.
I signed up for a free trial in August for mobile service. But when I received tge SIM card it was not compatible my phone. I immediately called them and canceled. In September or October I received a bill. I again called and they confirmed my account was canceled. This week I received another bill.Please assist me in having them cease billing me.Business Response
Date: 05/12/2023
May 10, 2023
*****************************
********************************************************* 434
********, ** 78542
Re:BBB Complaint #********
908050899376 - *************
Dear ******************:
On May 8, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You said that you received an incompatible SIM card to participate in a 14-day free trial, so you decided to cancel; however, you continued to receive payment notifications.
What you received are payment remindersnot a traditional bill. Boost Mobile is a pay-in-advance cell phone provider; therefore, non-payment results in a suspension of service and eventually disconnection, but is not categorized as a delinquent account.
Your account is currently suspended. In order to expedite the process, I submitted a request to have it closed permanently.
Sincerely,
***************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*************************************350
******, ** 80210
*****************************Customer Answer
Date: 05/12/2023
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:04/17/2023
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 bought a phone from them 2 weeks ago(celero5g+) it was acting up so they sold me the same phone for $50 even though I had got it the day before. A week and a half in and it starts to act up again with the same issue as the first one I got. I go back trying to get another phone...not the same and for less money as a trade and they want to charge me $70 for another type of phone. I should not have to pay for another phone when they are selling phones with issues.Business Response
Date: 05/12/2023
May 11, 2023
*************************************
**********************************************************************************************************
Re:BBB Complaint #********
711964739045 - *************
Dear ************************:
On May 8, 2023, we received your complaint, dated April 18, 2023, filed with the Better Business Bureau.
You said that you purchased a phone that has issues so you purchased another of the same model for $50.00, but ran into the same issues. You disputed having to purchase a more expensive device.
Our records indicate that we were not provided any opportunity to troubleshoot or investigate the issue you reported. Additionally, the devices in question were purchased through a Boost Mobile store. Please note that Boost Mobile store are independently owned and operated. Boost Mobile did not receive any part of your payments nor were we party to your purchases.
Please contact the store from which you purchased the devices regarding your concerns.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/17/2023
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.
On 4/9 I paid $16.08 for 1 month of cell service.On 4/14 I activated service.My complaints are.1) I can't send pictures thru text messages.2) I don't get a notification when I have a voicemail.3) Their website says they have wifi calling, it doesn't work.I have contacted them for each problem and they are offering no fix.I want a refund for $16.08.Business Response
Date: 05/12/2023
May 10, 2023
*********************************
64 ********.
***********, ** 07740
Re:BBB Complaint #********
129258437318 - *************
Dear ******************:
On April 17, 2023, we received your complaint, dated April 17, 2023, filed with the Better Business Bureau.
You said that on April 9, 2023, you paid Boost Mobile $16.08 for one month of service and activated it on April 14, 2023. You stated that you were unable to get all of the services working and you requested a $16.08 refund.
A review of your Boost Mobile account indicates you activated service on April 14, 2023, and ported out on April 17, 2023.
I requested a $16.08 refund; please allow up to two weeks for processing.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*****************************Initial Complaint
Date:04/16/2023
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 have been a boost customer for almost 20 years. Recently after paying my bill of $117.00 on Feb 1, 2023 My fiance gifted me an iPhone 14pro from the Apple Store. I called to activate it on Feb 9, 2023 with Boost and my fiance swapped to my IPhone 11. My son has the 3rd line with a IPhone 11. I was told we had to move to the new Infinity network and had to pay $41.99 and **** each for the 2 iPhone 11s to move to the new network. I was told I was going to get a prorated credit Feb 10- 28. I only received a credit of $41.99 on the boost one app. Also we lost the insurance on the IPhone 11s. The app has no call logs, text logs and no where to add the insurance back. The new network is terrible, calls drop, takes forever for texts to go thru or get service. I tried calling several times about the credit they owed ** to no avail. As you get a rep on the phone and tell them whats going on the ignore you and then hang up! So finally we decide we have had enough after several weeks of this merry go round and we decide we want to go to T-Mobile. I finally got a woman ***************************************** I told her at this point so wish to leave and I am extremely unhappy with everything that has happen to my family. She seemed kind and gave me my account #************ and the port out numbers for all three lines. She says this is all we need to leave. I emailed her today and the email is undeliverable. I confirmed her email, 100%. Meanwhile I know we need them unlocked. She swore to me this was everything and we would not have an issue.We called T-Mobile yesterday started our new account we were so excited. As of right now boost is holding my two iPhone 11s hostage and wont unlock them as they told me they would. Now my son and my fianc phones have no service (4/16/23)and we are ported out and on Tmobiles network but I am the only one with service(IPHONE14 purchased at apple). We made several calls to Boost and the ignore ** and hang up LITERALLY! Please help our family!Business Response
Date: 05/12/2023
May 11, 2023
Ms. ***************************
*********************************************************
Re:BBB Complaint #********
263091593092 - *************
Dear ****************:
On May 8, 2023, we received your complaint, dated April 16, 2023, filed with the Better Business Bureau.
You requested that the two iPhone 11s on your family plan be unlocked, and to receive a refund for unused service.
Our records show that the phones were previously unlocked.
Please note that 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).
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************;
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