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
- 5,008 total complaints in the last 3 years.
- 1,499 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:04/05/2023
Type:Customer Service 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.
Boost Mobile in November 2022 promised to unlock my daughter's phone for transfer to Mint Mobile. Over multiple conversations, I was promised that a "ticket" was submitted and the phone would be unlocked. I received email confirmation that this was completed. When I attempted to follow the self-unlock procedures from the email, they did not work and the phone remained locked to Boost Mobile. Since then, they were the victims of a data breach of some sort, and for about a month, did not have anyone answering the phones for their 800 number. My daughter's service was turned off because I refused to pay a company I couldn't even speak to for service I was trying to cancel. When I finally have gotten a representative on the line, I've been informed the unlock system continues to be "down" and I've been refused a supervisor when requesting one. I simply want my daughter's phone, which I purchased and paid Boost for 12 months to unlock, to be unlocked so I can switch providers. Failing that, I would accept a replacement, unlocked phone or a refund for enough months of service to afford an unlocked phone, around $150.Business Response
Date: 05/02/2023
April 28, 2023
*******************************************
*************************. F
*******, ** 24141
Re:BBB Complaint #********
522322351976 - *************
Dear **************************:
On April 28, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.
You requested your phone 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 been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted
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,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/02/2023
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:04/04/2023
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 had six phone lines on Boost. All of my phones have been on Boost for more than a year and are eligible to be unlocked. I have been trying since 3/20/23 to have them ported to ******** It has been a nightmare of many, many phone calls and sitting on hold for hours. At no point did they make it easy to leave and nobody would give me all of the information needed to make the process happen. Often the information I was given would conflict with previous information. Each time I thought I finally had all of the information I needed, I would find out there was still something missing.At this point four of my six phones have been unlocked and are working with ******** However, I am still waiting for two phones to be unlocked. They keep telling me to "wait 72 hours". I have been told this each day for the past 7 days. They say that their system to "submit a ticket" to unlock iphones is down. I have no recourse. I can only sit and wait. To make matters worse, the two phones which are still locked are now experiencing very spotty service. Certain friends for whatever reason can no longer text me? Please contact Boost on my behalf and get them to unlock my phones.Thank you.Business Response
Date: 05/01/2023
April 30, 2023
*************************
*********************************
*******, ** 22032
Re:BBB Complaint #********
262016405 - *************
Dear **************:
On April 28, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.
You requested to have three phones unlocked.
Our records show that the phone associated with the phone number provided with your complaint is already unlocked. No other information was provided regarding the phones you wished to have unlocked.
I would appreciate it if you could provide me the account information for the other two phones, so I may better help with this issue. Please email me at ********************************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
DISH Network
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/04/2023
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 31st I decided to switch my information from my iPhone 11 to my iPhone *********************************** digital *** card. I went to the Boost Mobile store to get some assistance, ******* (an employee) took me out of my family plan and charged me $50.00 to start the process and told me the migration of the phones would only take 5 minutes, she then called customer service and they told her it would take HOURS. I went home and waited, I went back on Saturday and another employee named ****** called customer service and they told him that the service had been canceled so we had to start the **************** again. He called customer service again after doing the process and customer service told him it would take 24 hours, on Sunday at 10:00 am the **** on the iPhone 14 but I could not make or receive calls or text messages. We called customer service on Sunday but they told us they could not assist us and we had to go back to the store. Monday april 3rd ****** called the vendors line and they told him to delete the *** card that was already installed, they restarted the phone and then ****** and ******* told us the issue was from the brand new iPhone 14 pro purchased at the Apple store. I was not very certain of this but I still went to the Apple store to run some diagnostics on the phone and the experts at the Apple told me there was no issue with the phone and that maybe the employees at Boost Mobile were still not familiar with the new iPhone system. We then went to another Boost Mobile store and after doing all the troubleshooting procedures, the assessor there told us the problem was the phone lane. We tried reverting the service to the old phone but the service was not working on the old phone either, the assessor told me she was going to contact the IT but that it could take 24 hours. We called customer service 24 hrs later once again and they ran all the procedures but they told me they could not help me and I had to go to the store.Business Response
Date: 05/01/2023
April 28, 2023
Ms. ***********************
********************************
*******, ** 27616
Re:BBB Complaint #********
*************
Dear **************:
On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.
You said you purchased a new iPhone 14 from a Boost Mobile store on March 31, 2023. You indicated that you attempted to contact Boost Mobile to activate the phone, yet you were unable to get assistance.
On February 23, 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.
If you require changes to your account, please reach out to Boost Mobile customer service at ****************, as many of our systems are up and operational once again.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/04/2023
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 a pre-paid, month to month, no contract, cancel at any time, cell phone account with ********************. I purchased my cell phone outright for cash in November of 2021. I signed up for new phone service with Consumer Cellular (CC) at the end of Feb. 2023. CC told me that to start my new service I would need Boost to give me a transfer PIN so I could transfer my current phone number to the new carrier. I first called Boost asking for this # on Feb. 27, & was told that their systems were down & that they couldn't give me a transfer pin. I continued to contact ********************** DAILY to try to get my transfer pin, but their system was still "down". I got a transfer # on 3/16/23 & was told by Boost that this was all I needed to use my current number AND current phone for CC. I proceeded to change my SIM card. However, then my phone requested a CCK# to unlock my phone. I contacted Boost back & I was told that with their systems down they were unable to provide me with a CCK#. I have called them back every day since asking for a CCK#, but have been told that their systems are still down & that they can't give me this # to unlock my phone. I had to pay $35 on 3/8/23 for an additional month of Boost service because I was unable to get my ph# transfer code. I still cannot transfer my phone & use the new service which I am paying for. I have also been told that with their systems down that Boost Mobile can not remove my credit card from auto payment so I'll be charged again on 4/8. I have been calling Boost DAILY to resolve this issue. I have been told that I cannot talk to a supervisor and the workers in the retention department have not been able to offer me any alternative to just sitting around and waiting for their systems to be fixed. At this point I would like Boost to either pay for a new UNLOCKED phone that I can bring with me to my new carrier or for them to find an alternative method of enabling my cell phone to function at no cost to me until their systems are back up.Business Response
Date: 05/02/2023
May 2, 2023
*****************************
27 *****************.
*******, ** 03301
Re:BBB Complaint #********
364566657224 - *************
Dear **********************:
On April 5, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.
You said on February 28, 2023, you requested to port your number to a new provider, and your device is locked by ******************** and they are unable to provide you with the **** to unlock your device. On March 8, 2023, you had to pay for another months service until your device could be unlocked, and are concerned you will have to pay again.
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.
As a result of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.
A review of your account indicates your device with IMEI #*************** is currently in an unlocked state and I do not see any payments made after March 8, 2023.
We regret any inconvenience you may have experienced.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*****************************Initial Complaint
Date:04/04/2023
Type:Customer Service 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 had signed up on February 14th 2023 for boost Mobile service I have not been provided the service I have paid for I have contacted the company numerous times and have not had a resolution to my issue I spoke with representative ID from *************** ******* ********** representative a34 and unable to resolve my issue when I requested to be transferred to a supervisor they denied me and told me that they were unable to transfer me to a supervisor to resolve my issue as of today I have no cell phone service due to their negligence and unable to provide customer service they have falsely made a statement that the service was going to be activated within 48 hours back in February that has not occurred as of today looking to be made whole and resolve this issueBusiness Response
Date: 05/01/2023
May 1, 2023
*********************************
11 ***************.
***********, ** 06053
Re:BBB Complaint #********
343737645386 - *************
Dear **********************:
On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.
You indicated that you were having issues activating your Boost Mobile service. You requested that your service be activated and a refund be provided.
A review of your account records shows that your service has been activated since April 4, 2023. Boost Mobile is a prepaid service and you were not charged for service prior to your service being activated. Due to this, we respectfully decline your request for a refund.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/04/2023
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.
Thus company is absolutely c*** I have 35 gig of 5g service and 12 gig of hotspot and they have been taking it away even though i am connected to a wifi connection. That is not right. They are basically stealing their data back and it's wrong. They claim it's system problem but this has been going on for over 2 months nowBusiness Response
Date: 05/01/2023
April 30, 2023
*******************************
*****************************************************************
Re:BBB Complaint #********
294338149605 - *************
Dear ******************:
On April 28, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.
You stated that you experienced changes in performance when using applications that require data usage.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
We regret any inconvenience you may have experienced.
Sincerely,
*******************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/03/2023
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.
Switched two phone to Boost mobile purchased online **** cards on 3/11/23.get Activated phones on 3/16/23. When purchasing **** cards after completing one phone # transaction it offered the second line at a Discount. Clicked to get this line and it automatically gave me a new phone # that I did not want or need. Have tried several times to get this resolved but have been unsuccessful. It is only $12.66 so not worth wasting anymore of my time but do believe this is a "Unfair Trade Practices." And if repeated several thousand time could really move the needle on Boost bottom line and increase the number of phone they can report as signed up. One agent did tell me that it appeared a refund could happen but they had to transfer me again to another department. Well they were already closed. My Son switched 3 phone and the same thing happened to him except he ended up with two new phone #s he didn't need. Account # ************ New Phone # that I never activated or need. ************Business Response
Date: 05/01/2023
April 28, 2023
*************************
**************** 2128
Snyder, ** 79549
Re:BBB Complaint #********
654024061181 - *************
Dear ****************:
On April 27, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You stated that you received an extra, unneeded telephone number when purchasing a second service line. You requested that we issue a refund for the unneeded service line.
Please be advised that as a courtesy, I have issued a refund for your payment of $12.66 made on March 1, 2023. Please allow 10 to 19 business days for processing.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 05/01/2023
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:04/03/2023
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 not been able to make calls or text since 3/9/23. My account was suspended by Boost after their cyberattack. However, I've made so many payments to un-suspend my account that I now have a $32 credit. I've called, Chatted MANY times with their customer support who have opened tickets and "escalated" several times. I even went to talk to a person in their store and they keep telling me various versions of "our systems are down and someone in the back office needs to fix this. We have no timeline for resolution." etc etc. Meanwhile, agents told me to make 3 different payments and my service would be turned on within 24 hours. This still hasn't happened MANY days later. Boost is committing fraud and lying to their customers.Business Response
Date: 05/01/2023
April 30, 2023
***************************
******************************************. F
*******, ** 91505
Re:BBB Complaint #********
129265386819 - *************
Dear ****************:
On April 27, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You said you had made payments, but your service was not restored.
A review of our records show that we received your payments; however, please note that your total amount needed to restore service was $51.46 as you subscribe to the $15.00 per month 3-Month Unlimited Talk & Text ($46.14 with tax ) and Todo Plus ($5.32 with tax). Your payments totaled $45.32. As a courtesy, we credited the last $6.14 and restored service.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/03/2023
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.
My 76 year old Grandmother walked in there on the 30th of March and wanted to upgrade her phone. They sold her a defective ******** G that doesnt work And she went back to exchange or return that phone and they said no. Even though when she first got it they said she has 7 days to return.And only 2 day went by she went to return it and the said nope we wont do it. Just because they dont feel like it. Never do business with these people. I tried calling customer service and they said you have to talk to the store and they cant do anything. So they just let these people rob and take advantage of elderly people.If you look online boost has a 7 days return period and the **************** has a three day right of rescission law.The 30th of march 2023 got the phone and the 1st of April 2023 went to return or exchange and they simple said no.Business Response
Date: 05/01/2023
April 28, 2023
*****************************
*****************************************
*****, ** 34473
Re:BBB Complaint #********
*************
Dear ****************:
On April 27, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.
You said that your grandmother purchased a phone from a Boost Mobile store. She attempted to return it within 24 hours, but the store representative declined to refund her purchase.
Please note that Boost Mobile store are independently owned and operated. As such, Boost Mobile received no part of the funds from the purchase, so we are unable to provide a refund.
I forwarded your complaint to our team who liaises with store owners. I requested that the store reach out to you regarding this matter.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/03/2023
Type:Delivery 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.
4/3/23 - Used myboostmobile.com to order a sim card.Problem 1: The order went through before ever having a box to provide a shipping address (only a credit card billing address)-It was unclear that the order would be placed when I clicked the button --I assumed the next page would allow me to enter shipping information Problem 2: Neither phone assistance nor @BoostCare on ******* could cancel the order or connect me with someone who could.Note: I will not be at my billing address to refuse the package; hence my request for a refund or replacement shipBusiness Response
Date: 05/01/2023
April 28, 2023
Mr. *********************
1908 *************.
******, ** 46528
Re:BBB Complaint #********
425465347491 - *************
Dear **************:
On April 27, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You said that you did not receive the *** card you ordered, as you expected to be able to input another address for shipping during your order.
Please note that your payment was not for the *** card, which is provided free, it was for the plan you chose. As you did not activate the plan, a refund of $13.60 was issued. Please allow up to 20 business days for processing.
We appreciate your feedback and we sincerely regret any inconvenience or confusion.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Customer Answer
Date: 05/01/2023
Better Business Bureau:
The partial refund is acceptable as it relates to me.I still recommend they:
-Fix the website so other users don't have the same issue
-Have a better system for handling shipping issues
-Address activation issuesSincerely,
*********************
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