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

4,969 total complaints in the last 3 years.
1,513 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:08/17/2025
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.
See today's letter to Boost. My cell phone was lost/stolen and the folks at Boost refuse to SUSPEND SERVICE (shut phone down) thus leaving my personal information vulnerable. They have put up many barriers even though I had originally wanted to buy a new phone and continue service. They want me to provide my social security number, go to a Boost store to identify myself etc. All very unreasonable.--they appear to want to make things as difficult as possible--a form of harassment. For my safety, they must immediately suspend the cell phone service and inform me that they have done so. I have spent hours of time on this to no effect. This is not an honest, upright company. It employs a phone robot to send the customer nowhere. I owe them NOTHING, but it appears they want to keep on charging me endlessly on a lost/stolen phone.
Business Response
Date: 09/12/2025
August 27, 2025

Mr. ****** F. **********
****************
************************

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

Dear ******************************** 18, 2025, we received your complaint, dated August 17, 2025, filed with the Better Business Bureau.

You said that you locked your device because it was lost/stolen, but you have been unable to validate your account to suspend the service.

My efforts to contact you by phone on August 26 and 27, 2025, were unsuccessful; however, I was able to leave a voice message on each attempt.

Boost Mobile has an alternate method of verifying a customer's identity by generating questions from their credit report when they are unable to receive a verification code on their device. If there are concerns with the information not matching, we recommend that you contact the major credit bureaus to update it. We regret that you disagree.

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:08/16/2025
Type:Order 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.
In 2023, my children's father and I "PAID" for( 2) IPhone 12's...They were $199.99. There was NO INSTALLMENT, they were paid for upfront, in cash. So therefore, NO CONTRACTUAL AGREEMENT AND ******* OWNERSHIP OF PHONE. I just bought a chip from another carrier. When my son inserted the **** it said, "DEVICE IS LOCKED BY OWNER." So, at this point I'm agitated. I've called and went up to the store, MULTIPLE times, in 2 days. I was told that my son needed to verify ID....Then once verified, denied to unlock device because it hasn't been active for more than 6 months. The SUPPOSED requirement is 9-12 months. The phone hasn't been active in over a year and a half, if not longer. I ALWAYS READ FINE PRINT. Theirs nothing stating that in the Legal Notice, for a phone that is paid for upfront. I read the fine print on the website and then took a screenshot, for unrelated situation. IT DOES NOT STATE THAT. Only thing that was given as far as paperwork goes, was a RECEIPT. It's basically saying that they own the phone, when they have NOOOOO RIGHTS, LEGALLY, TO THE PHONE. I'M THE OWNER! THERE'S NO INSTALLMENT/CONTRACTUAL AGREEMENT, OF ANY SORTS.
Business Response
Date: 09/12/2025
August 22, 2025

Ms. ******* ******
****************
*******, MI 48224

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

Dear **************************** 18, 2025, we received your complaint, dated August 16, 2025, filed with the Better Business Bureau.

You said you paid for two iPhone 12s and disputed the devices being locked. You also expressed frustration with the verification process. You requested these devices 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

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. Your unlock request has been granted,nonetheless; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update and the Boost Mobile SIM card is inserted.

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 may be required to discuss account information and/or to implement the changes being requested.

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:08/16/2025
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 reported boost mobile I ordered a iPhone on august 1 and it Aug 16 I havent gotten a email on it and I keep waiting for it and nothing is happening and I asked if I am going to lose my money the guy from boost mobile took it I ordered the iPhone on the app they it was a deal 99 and I spent 170 on the iPhone I asked them if this was a scam they said no so please get my money back please from boost mobile they wont send me money back or give me the phone it Aug ******************************************
Business Response
Date: 09/12/2025
August 26, 2026

********* ********
2126 Cross *****
*****, ** 10472

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

Dear ********* ********:

On August 18, 2025, we received your complaint, dated August 16, 2025, filed with the Better Business Bureau.

You stated that you placed an order on August 1, 2025, but you have yet to receive any update on it. You requested a refund for the payment you made for the order.

A review of your account found that you spoke with customer care on August 25, 2025; they issued a $170.51 refund for your order. Please allow 7-10 business days for processing.

We regret that your experience was unfavorable.

Sincerely,

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

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

****** ********
Initial Complaint
Date:08/16/2025
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 was overcharged by my phone ************** kept my $ & still turned my service off
Business Response
Date: 09/10/2025
August 22, 2025

Ja Ja
**********************
********************************

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

Dear Ja Ja:

On August 18, 2025, we received your complaint, dated August 16, 2025, filed with the Better Business Bureau.

You said you were overcharged and your service was interrupted.

Our records show you received a credit to reinstate your service and your next bill is due on September 17, 2025.

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.

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

                ****** ********
Initial Complaint
Date:08/16/2025
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.
08/15/2025 ******* ********* Re: Request for Explanation of Upgrade/Credit Denial ************ - on online portal reflects I am eligible for an upgrad. Dear Boost Mobile,I am writing to formally request an explanation regarding a recent denial of my eligibility for an upgrade/credit on my phone line. I was informed that I did not qualify, but no reason was provided.If this denial was based on a credit decision or the use of a consumer credit report, I am entitled under the Fair Credit Reporting Act (FCRA), Equal Credit Opportunity Act (ECOA), and ********************************************* Act (CCRAA) to receive a notice of adverse action stating:The specific reason(s) for the denial; and The name, address, and telephone number of any credit reporting agency that supplied information used in making this determination.If the denial was instead based solely on Boost Mobiles internal policy or account-related eligibility rules, please provide me with the specific policy or requirement that I did not meet.Please consider this letter a formal request for such information. I kindly request your written response within 15 business days of receipt.Thank you for your attention to this matter. I look forward to your prompt reply.
Business Response
Date: 09/10/2025
August 21, 2025

Ms. ******* *********
******************
**************************;

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

Dear ******************************* 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You requested an explanation of why you were denied a device upgrade, as you were not given a reason.

Boost Mobile used information from your application,and in conjunction with a consumer credit reporting agency, to determine that you are not currently eligible for an upgrade, which includes the ability to finance your mobile device(s). The credit score used is a generic telecommunications score that predicts the likelihood a consumer is going to pay their bill. It is based on your credit report at the time of the application, which is subject to change. Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.
Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 days with an explanation for the denial.

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:08/15/2025
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.
As a monthly paying customer to ********************, I am not receiving confirmation codes from ******** that are being sent to Boost as protection to my ******** account when browsers have been changed by shutting down my PC or restarting my PC. I need to get back into my accounts without all this nonsense. As previously stated, I am a paying customer and need to be treated with respect. Where are these confirmation codes going - at one time, I did find a code in my "spam folder." Other than that codes are not received which are necessary to log back into my account at ********. I have received other codes but not the ******** codes. There are apparently lawsuits between Boost Mobile and ******** but why should this affect my ability to receive "protective" confirmation codes to get back into my ******** account.There are several disputes between Boost Mobile and ********* including: Lawsuit: Boost Mobile has been involved in a lawsuit related to contract disputes and allegations against ********. 1 Consumer Complaints: Boost Mobile has received complaints from customers regarding various issues, which may indicate disputes with ********. 1 Advertising Claims: There have been recommendations for Boost Mobile to cease or modify its advertising claims regarding network coverage, which could imply disputes with ********. 1 These points highlight the ongoing issues and potential conflicts between the two companies.From <******************************************************************************************************************************************************************************************************************************************************************************>
Business Response
Date: 09/10/2025
August 27, 2025

Ms. ****** *** ******
***************
***************, IN 46805

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

Dear **************************** 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You said that you are not receiving short codes from ******** and you have been unable to resolve this issue.

My attempts to contact you by phone on August 26 and 27, 2025, were unsuccessful; however, I left a voice message each time.

In order to address your concerns,please refer to these steps:

check your device's SMS settings for any blocked numbers or spam filters
check the permissions for your messaging app, ensuring it can send and receive SMS
update your phone's software, then reset your network settings

If these issues are not resolved by following this process, please contact me directly at **************.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:08/15/2025
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.
phone not being unlocked
Business Response
Date: 09/10/2025
August 26, 2025

Ms. **** ******-Day
********************************************************************************************

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

Dear Ms. ********************* August 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You said that you paid off your phone and switched carriers due to poor service with us; although you were promised the device would be unlocked, it has not been done.

A review of your account found that the unlocking process was initiated on August 13, 2025. Please understand this requires the phone to be powered on and connected to a Wi-Fi network. Please allow up to two days for the process to be completed.

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:08/15/2025
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.
on 8/11/2025 I went to the store at **************************** around 5:30 pm and the store was lit up like someone was there however the door was locked. Multiple people came and went and at 6:00 pm PJ comes around the corner saying the store wasn't open because he was at lunch but I knew that was a lie because who takes a "lunch' break in the evening 2 hours before the store closed. I needed to go to the store to change the number on my account and ** refused to give me the customer service number, repeatedly telling me I must use my own phone which I also knew was a lie because this is something I have done before. In the surveillance video I am the African American girl with the blue ****** outfit and you will see my handing over a ******* phone to PJ so that he could put the wife password in so that I could look up the number myself. Just absolutely refusing to help me. I finally got what i needed accomplished no thanks to **, who was talking in Hindi to his friends who were in the store on their break from 7/11, and ** had the nerve to tell me his was black. This is where it draws the line, maybe this guy was drunk or something, I'm black and not only do you refuse to help me but also you say your black WHEN ITS SO OBVIOUS YOUR INDIAN. But the worst is the smell of the store, OH MY GOD, its like someone make a paste of every Indian spice and spread it all over the walls. Which is another reason why he no way was on a lunch break because why does the store have such a stench. I don't want to be contacted back, but this guy PJ at this store is so lazy, so disrespectful, refusing to do his job and would rather hang out in the store talking in Hindi to his friends.
Business Response
Date: 09/10/2025
August 28, 2025

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

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

Dear **** *****:

On August 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You stated that you visited a Boost Mobile retail store and had trouble with an employee there. You wanted to change your phone number and needed the account number for customer care. You said the employee would not provide this and told you that you could use your phone to call. You also complained about the smell in the store. You said that you did not want to be contacted by Boost Mobile.

Our customer care department can be contacted directly from any active line on our service by dialing 611 on the device.

Thank you for your feedback.

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:08/15/2025
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.
We signed up with two separate accounts, one line each, on a $10 trial plan.Policy said refunds are available within 3 days of activation.We called within that time frame (Thu Aug 14th), canceled, ported the lines out, requested a refund, and were told a refund was ***************, we are getting two emails, one per account, saying that instead of a refund, the amount was credited toward a future bill. Contacting them - after deactivation - is practically impossible since everything starts with an (active) phone number or account number. An email was not available to write to. Questions/concerns:What future bill?How many millions is Boost Mobile betraying its customers with this scam? It seems like the default process, since it happened on both lines.Request:We are requesting a refund, as agreed during the call and as per Boost Mobiles stated policy.Thank you.
Business Response
Date: 09/10/2025
August 22, 2025

Mr. ******* *******
4702 Chiappero Trl.
****************

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

Dear ***************************** 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You stated that you signed up for two accounts, but then changed your mind and ported your phone numbers to a different carrier. You said you later received two emails telling you that you were given an account credit instead of a refund. You requested two refunds.

A review of your account ending in 5572 found that a refund of $10.10 was issued to the credit/debit card ending in 4089 on August 15, 2025. Please allow 7-10 business days for processing.

When we spoke, I confirmed that a refund of $10.10 would be issued to the credit/debit card ending in 2005 for the account ending in 2079. You confirmed this resolved your issue.

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:08/15/2025
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 purchased a phone and plan on 11/17/2024. In the store, they told me my phone would be locked for 3 months and I would need to pay for the $60/month service plan, but after those 3 months I could unlock my phone and drop down the service plan. I went into the store after those 3 months and they told me I was misinformed. I called the customer support number and they said my phone is actually locked for 6 months at the $60/month rate. Then, I called today (8/15/25) and am being told my phone is actually locked for a year, and their records indicate I activated my phone on 4/1/25, which is absolutely incorrect. I have been lied to three times now, and they are telling me there's nothing they can do. This company is disorganized, dishonest, and scams customers.
Business Response
Date: 09/10/2025
August 26, 2025

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

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

Dear **************************** 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You said that when you purchased your phone on November 17, 2024, you were told it could be unlocked after three months of active service. You were also told by the same store employee that you could switch to a lower-priced plan at that time as well. However, when you inquired you were told it was six months, and then 12. You were also informed that the phone was activated on April 1, 2025,which is not correct.

A review of your account found that the phone in question was initially activated on November 17, 2024, and again on April 1, 2025, when a SIM swap occurred;therefore, the unlock date is technically November 2025.

As an exception, I unlocked the phone but cannot change the plan at this time. However,once the unlocking is completed, you can switch to another carrier without having to pay the difference between what you paid for the device and the Manufacturers Suggested Retail Price (MSRP), which is generally required in these situations.

Please understand that retail stores are independently owned and operated; therefore,I need the location information for the store in question before I can initiate a review on your behalf.

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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