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
- 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:04/03/2023
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,
*********************Initial Complaint
Date:04/03/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Lost my phone. Bought a phone at a boost store. I recovered my phone and tried to return the phone less than 24 hours later. The store denied my request because the Boost HQ doesn't allow returns that are not equipment related. There is no reason why they shouldn't accept my return. There is no refund policy in the store because Boost doesn't have it on their system and no one from their customer service has ever helped me.Business Response
Date: 05/01/2023
April 27, 2023
*****************************
******************************* 822
*************, ** 94102
Re:BBB Complaint #********
889494805851 - *************
Dear **************:
On April 26, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You said that you purchased a phone and tried to return it within 24 hours, but the store declined your return.
Please note that retail stores are independently owned and operated. As such, Boost Mobile did not receive any part of your payment and cannot provide a refund for this issue.
If you provide me the address of the store, I can forward your concerns to our team who liaises with store owners. Please email me at ********************************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************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: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 signed up for Boost Mobile on 3/14/23. I would like to cancel the service before I am charged for another month, but the website and app are broken, and I cannot reach anyone on the phone despite waiting a really long time.Business Response
Date: 05/01/2023
April 28, 2023
*********************************
********************************
**********, ** 60062
Re:BBB Complaint #********
272569262492 - *************
Dear ************************:
On April 27, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You said you attempted to contact Boost Mobile to cancel your account, 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.
As a result of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. We are 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.
Our records indicate an automatic payment was processed on April 15, 2023. Autopay has been disabled per your request. A $26.38 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed. Please note, your account is a prepaid account and it will automatically suspend unless you make a new payment to restore your service.
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
********************************************************************
*********************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 recently contacted boost mobile to have my information transferred to a different phone company. They informed that they were not able since their system has been down since Feb 27,2023 I contacted them on April 3,2023. Essentially they are trapping customers into service if they want to keep their same phone number.Business Response
Date: 05/01/2023
April 28, 2023
************************************************
*********************************************************
Re:BBB Complaint #********
931147819612 - *************
Dear *******************************:
On April 27, 2023, we received your correspondence, dated April 3, 2023, filed with the Better Business Bureau.
You said you contacted Boost Mobile to port your phone number to another service provider, yet you were unable to get assistance.
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.
Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account ******'s name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
Our records indicate your phone number was successfully ported to another service carrier.
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
cc: ****** / ******* Better Business Bureau
*********************************************;
******, ** 80210
*********************Initial Complaint
Date:04/03/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a complaint in with bbb.For boost mobile phone service.Boost was cyber hacked in February.I paid my bill in March via automatic withdrawal.After hearing so many reasons why my phone service was not working.I heard they was cyber hacked.I heard I just need to pay my bill.I heard so many fake things from boost employees.I just gave up.As I said I already have a complaint with you for the phone service.Couple days after sending my complaint to bbb.Boost credit my account for ***************************** if my phone service does not work this month.What makes you think I'm gonna trust you next month?I went to a different phone service carrier on March 25.Keep in mind my phone bill was paid March 7.I had only 5 days of service.I call boost on March 25.I informed them not to automatically withdraw payment.I informed them I'm not with their phone service.I ask them if they could refund me my credit.The phone rep cancel my automatic payment.Then informed me to call back on March 28 for my refund options.I call back March 28.They have no record of my credit.Just pay your bill said the phone rep.Yep boost phone service was a nightmare for me the whole month on March.I want my refund.I want my credit refund back to my bank.I'll even take a **** gift card.I feel I deserve my credit back that they acknowledge.They was hacked.Not my fault.I should not be punished for thier error.Business Response
Date: 05/02/2023
April 28, 2023
*********************************
******************** N.
***********, ** 55411
Re:BBB Complaint #********
Dear ****************:
On April 7, 2023, we received your complaint, dated March 17, 2023, filed with the Better Business Bureau.
You stated that you made a payment on March 7, 2023. You were given a $40.00 one-time credit on March 17, 2023. You then transferred your service to another carrier on March 25, 2023. You requested a refund of the payment that you made, as you only used the service for five days.
Your payment posted to the account on March 5, 2023, and covered service from February 28, 2023, to March 27, 2023. You transferred your phone number to another carrier on March 25, 2023three days before the end of the billing period. The credit would have applied to the service period from March 28, 2023, to April 27, 2023, had the account remained active.
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,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* 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.
Boost mobile won't unlock my phone. Everytime I call they say that they can't manually unlock the phone because of ( System error/update/cyberattack/no access to tool etc.) these issues have been ongoing since February and I want to switch providers. I have spoken to customer care, the transfer team, the activation team, the support team which used to be the esclation team, now made up of supervisors, and an account specialist. All they keep telling me to do is wait or they say that they no longer have access the tools to unlock the devices. On top of that stament I've also gotten "the phones automatically unlock after 12 months" "I can referr you to the internal team and escalate the issue." - Doesnt Respond. "Your phone should already be unlocked" my phone says network locked please contact customer support. Customer support also keeps telling me to go to the store to unlock my phone and the stores tell me they can't do it and to contact customer support. Access to phones service is a necessity and I'm tired of waiting. I want my phone unlocked Now. The phone number associated with the issue is ************. I'm sick of boost mobile holding my phone hostage and giving me the run around. Any help that you can give me would be appreciated.Business Response
Date: 04/28/2023
April 28, 2023
***********************
*****************************
**************, ** 19050
Re:BBB Complaint #********
*************
Dear ***********************:
On April 27, 2023, we received your complaint, dated April 3, 2023, filed with the Better Business Bureau.
You requested that Boost Mobile unlock your cell phone.
*** Unlock refers to enabling the *** slot of a device to allow insertion of another carriers *** card. Unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
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 cell phone with IMEI *************** was activated with Boost Mobile on May 29, 2022. The phone has not been activated with Boost Mobile for the required length of time; however, I have made an exception to the policy and unlocked the phone.
The phone will need to have access to the internet to be updated. Please ensure your phone is powered on and connected to Wi-Fi with a *** card inserted. Please allow up to 72 hours for this to process.
Sincerely,
*************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
********************************************************************
*********************Initial Complaint
Date:04/02/2023
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.
Boost mobile refuses to delete my credit card information from their website!! I am NOT enrolled in auto pay so there is no reason to keep my credit card information on file. My mother has boost as well and her credit card information is not on file. I have asked them several times today to remove my card and I was told that they couldn't because the system wouldn't let them!! Really??!!Business Response
Date: 04/28/2023
April 27, 2023
*******************************
**************************
********, ** 07513
Re:BBB Complaint # ********
416806258720 - *************
Dear ****************:
On April 27, 2023, we received your complaint, dated April 2, 2023, filed with the Better Business Bureau.
You indicated that you attempted to remove your credit card information from your Boost Mobile account unsuccessfully. You requested that we remove your credit card so you can disconnect your account.
A review of your account shows that your service is not currently on AutoPay. Boost Mobile does not have the ability to delete card information from an active account. If you wish to disconnect your service, you have the ability to keep AutoPay disabled and allow your service period to lapse. Since Boost Mobile is a pre-paid service, this will interrupt your service for nonpayment. The account will eventually fully disconnect.
Sincerely,
*******************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************Customer Answer
Date: 04/29/2023
Complaint: 19887266
I am rejecting this response because:
As I stated there is NO option for me to delete my card information Dumb Dumb!!!!
Sincerely,
***************************
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