Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/22/2025
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.
Boost Mobile keeps taking money from checking account unauthorized!!! If I report to my bank they will have send me a new debit card. When you call them to talk agent they want to charge $4.00 They are stealing money from! I want to stop or notify the police!!!
Customer Answer
Date: 05/23/2025
I accidentally signed up for Boost Mobile account. They keep taking money account unauthorized! I want them to quit!! When you try to talk agent its $4.00! I cannot afford to have mobile accounts! I hate that company!
Desired Resolution: No further contact by the business; Refund; Explanation of charges
Business Response
Date: 06/17/2025
May 28, 2025

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

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

Dear Ms. ****************** May 23, 2025, we received your complaint, dated May 22, 2025,filed with the Better Business Bureau.

You said that we keep taking money from your checking account and charge $4.00 to speak to an agent. You requested a refund.

Our records show the only payment we received from you was on May 16, 2025, which was refunded on May 20, 2025. You are also not on autopay, so a payment would not be collected automatically.

As stated in the Boost Mobile's terms and conditions, "We may charge activation, prepayment, reactivation, program, or other fees to establish, change, or maintain service. Certain transactions may also be subject to a charge (for example, convenience payment, changing phone numbers,handset upgrades, etc.)." Please note that we do not charge $4.00 to speak to an agent; however, we do charge a fee of that amount to make a payment with one. We regret any confusion.

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
                ******************************;
                ******, ** 80210

                ****** ********
Initial Complaint
Date:05/22/2025
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 on ************************** on 5/7/2025 and no phone has been sent and I keep getting the run around. Initially I was told 10 business days needed to pass before they could research my inquiry. 10 days later they say allow 10 more business days for them to research. Its been 2 weeks and the phone hasnt been shipped and no one can tell me what is happening.
Business Response
Date: 06/17/2025
May 29, 2025

Ms. ******* *****
************** NE
******, MN 55449

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

Dear Ms. **************** May 23, 2025, we received your complaint, dated May 22, 2025, filed with the Better Business Bureau.

You stated that you signed up for the iPhone Infinite Access plan through Boost Mobile on May 7, 2025; however, the corresponding phone still has not shipped. You contacted customer care, but they were unable to assist you. You requested the order be fulfilled.

When we spoke on the phone, I explained that the order we received May 7, 2025, was delayed during our fraud process; however, it has been cleared and should ship no later than June 2, 2025. I applied a free month of service to both of your accounts as compensation for the inconvenience. You accepted this resolution.

We regret that your experience was unfavorable.

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

Sincerely,

******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210
Initial Complaint
Date:05/22/2025
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.
Dear Better Business Bureau Support Member -My issue started about a month ago when I wasn't able to access my account. After multiple calls I was told that Boost is experiencing technical difficulties and no time frame to resolve it was given nor was I notified when it was working again. While they provided my with a ridiculous 20 dollar credit for the inconvenience the worst part is that when I was able to access my account today most of my credit/funds that I have added where missing. I have had a credit of $320.20 since February 1, 2025 with a monthly bill of $26.70 a month. In doing the math my credit would cover me through the end of 2025. However the representative told me today, that they only show a credit of ****** since February! I have my bank statement proof of payment submissions that do not add up in having only ****** since February as credit. **************** isn't willing to assist and I am being defrauded out of my funds.Would you please be so kind and assist in them doing the right thing and giving me my funds back onto my account?With deep appreciation,Anic
Business Response
Date: 06/17/2025
May 29, 2025

Ruzica Anic
CA 92195

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

Dear Ruzica Anic:

On May 23, 2025, we received your complaint, dated May 22, 2025,filed with the Better Business Bureau.

You said that you had a credit balance of $320.20 as of February 2025, but it has been removed. You indicated that you should have enough credit to pay for your service until the end of 2025. You asked that this be corrected.

A review of your account reveals that before your February ******, payment of $103.66, you had a credit balance of $29.06. With this payment,you had a total credit balance of $132.72. However, your services for four months were deducted leaving you with a credit balance of $46.13. We regret any confusion.

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
                *******************************;
                ******, ** 80210

                ****** ********
Customer Answer
Date: 06/17/2025

Complaint: 23366736

I am rejecting this response because:
While I appreciate you responding I firmly reject it as you are incorrect and clearly have not taken a look at the attachment provided that shows the payments added to my boost mobile. The payments showcase the following amount credits added to my boost account by my financial institution:
June 28, 2024 = $159.31
October 22, 2024 = $ 159.77
February 4, 2025 = $103.66
So since June 28, 2024 this gives me a total of $422.74. My monthly charge is $26.49 for the service. Based on pure math dividing my monthly charge of $26.49 the $422.74 plus $20 boost apology credit should cover me for 16 month starting July of 2024 which covers me through October of 2025, yet you are claiming I have zero dollars on my boost and need to add funds in July!!! Your system update or whatever happened you have not accurately kept my payment credits on record which is why I submitted proof of specific dates when I added funds to my boost account!!!!
Additionally you have not apologized nor reached out to me either. You are defrauding me of credit that I have submitted and you should therefore resolve it appropriately!!!

Sincerely,

Ruzica Anic
Business Response
Date: 06/26/2025
June 26, 2025

Ms. Ruzica Anic
CA 92195

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

Dear Ms. *************** June 25, 2025, we received your rebuttal, dated June 25, 2025,filed with the Better Business Bureau.

You rejected our response requesting we review your billing.

Your last payment of $103.66, which we received on February ******, left your account with a credit of $132.72. Your bill then cycled leaving a credit of $21.13. We regret that you do not agree.

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

                ****** ********
Customer Answer
Date: 06/27/2025

Complaint: 23366736

I am rejecting this response because:
You are deliberately ignorant to my proof from my bank and the missing credit based on large amounts being transferred from my bank to my boost account which ********************** has deliberately lost the history of since a technical issue arose from Boost.
I will give you a call and if you continue to insist to ignore facts I will have to take further steps such as the *** and any other action at my disposal+

Sincerely,

Ruzica Anic
Business Response
Date: 07/08/2025
July 8, 2025

Ms. Ruzica Anic
CA 92195

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

Dear Ms. *************** July 2, 2025, we received your second rebuttal, dated July ******, filed with the Better Business Bureau.

You rejected our response once again indicating that we are not recognizing the payments you made, and you would like to discuss your billing.

When we spoke by phone, we went over your service charges and payments.I advised you that you currently have a credit of $204.14 on your account. You agreed to reference your records and call me back if your figures do not match ours.

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

Sincerely,

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

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

                ****** Steffani
Customer Answer
Date: 07/13/2025

Complaint: 23366736

I am rejecting this response because:
As agreed upon with Mr. **** during our call I will be reaching out next week via a follow-up up call and once I double check my bank account details. Since this process requires a response/action within 7 days I selected the "reject" since it hasn't completely been resolved but I am appreciative of being in communication with Mr. **** and confident to be able to resolve this matter with him next week.
Thank you!

Sincerely,

Ruzica Anic
Customer Answer
Date: 07/17/2025

Dear Better Business Bureau Representative -

Per my last agreement with the Boost Mobile Representative and as noted in my last response for my case #******** I have reached out via a call to Mr. **** today.
He has not only insulted me but is completely unwilling to provide me with a resolution that I am owed and that is acceptable. Further more he has gone back on his word that once I check my financial statements and disagree with the $204 credit I should call him. Additionally he claimed I would merely be a customer with ****************** since 2024, which is a complete lie and he also indicated I would be not only lying about being with Boost Mobile for at least 15 years but that I am taking advantage of him and that I should provide proof and communicate via BBB. I have never experienced such horrific treatment and lack of professionalism and utter disregard to provide me with funds I am owed much less a lack of willingness to do the right thing and to top it all off be insulted!
Since I am unable to provide this response via my BBB case, I am reaching out via this means.
Additionally I am submitting proof of many payments submitted by me, that Additionally establishes proof of a pattern that I add funds to Boost prior it reaching a zero dollar among as well as proof that I have been a Boost Customer with my ************ phone number since at least 2010! What was also shared by Mr. **** is that ************ purchased the Boost Mobile business a couple years ago.
Please be so kind and assist in mediation regarding a solution on my behalf as I am not sure what else I can provide and I as the customer have gone out of my way to showcase proof and still they refuse to accept it.
Thank you,
Ruzica Anic
Show quoted text

Customer Answer
Date: 07/17/2025
See attached.
Business Response
Date: 07/30/2025
July 25, 2025

Ms.Ruzica Anic
CA 92195

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

Dear Ms. *************** July 24, 2025, we received your third rebuttal, dated July 24, 2025, filed with the Better Business Bureau.

You indicated your displeasure with the customer service I provided. You said that you have proof of the payment made. You also stated that I provided inaccurate information, as you have a 15-year-old account and not a year.

Please note that my efforts to assist you with this matter are sincere, and it was not my intent to confuse or upset you.

When we spoke, I advised you that there is no dispute with the payments made: the issue is the credit balance. I informed you this balance was $204.14 as of June 26, 2025, but you said that was not right and you were due more.

We regret that you do not agree with our calculation and unfortunately, no information has been provided to support that you are due more credit. Additionally,our records show your account is only a year old.

Sincerely,

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

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

                ****** Steffani
Customer Answer
Date: 07/31/2025

Complaint: 23366736

I am rejecting this response because despite me submitting all supporting documents you refuse to accept them and in addition you continue to insist that I have been with Boost Mobile for one year only, when I provided black and white documentation clearly stating otherwise!!!!!!!!
You are simply unwilling to accept facts and offer me an acceptable resolution. The Better Business Bureau contact has all the supporting documents as well in support of my facts and that you do owe me credit (funds I submitted to my boost mobile account) which you simply choose to ignore. I do not appreciate the constant ignorance of facts and lack of resolution.
Do better, do the right thing!

Sincerely,

Ruzica Anic
Initial Complaint
Date:05/22/2025
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.
Purchased 2 iPhones under promotion for 36 month financing. First phones were on back order then when we finally get them the one phone you cant even plug in it gets red hot to touch so we cant even activate it let alone use it. I called boost they sent me an RMA saying that it needs to go back to warehouse be inspected and then whatever refund is issued. We cant go without a phone so I called them back and asked them to temporarily add a 3rd line and send a new phone so we dont have to wait for over a month to get refund she said sure for $800+ dollars? I purchased the phone under a promotion whether that promotion is over or not we received a broken phone so why should we now have to pay to have a phone now opposed to waiting for them to inspect and hope they take the blame and refund me my full amount and now their billing me already for a phone we didnt even turn on because it gets too hot I want a new phone now with financing like original Promotion
Business Response
Date: 06/16/2025
June 4, 2025

Ms.***** *********
646 US 209
Huguenot,** 12746

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

Dear Ms. ******************** May 22, 2025, we received your complaint, dated May 22, 2025, filed with the Better Business Bureau.

You said you financed two devices, but one is defective. You were informed to return the devices, but you are unable to go without one and you were unable to temporarily add another line with a device unless you paid $800.00.

My attempts to contact you at ************** on June 3 and 4, 2025, were unsuccessful, but I left a message each time. I also sent an email to ************************ with a request that you contact me.

Our records show you returned the device associated with the line ending in 2007 and a refund of $75.56 was issued to the card ending in 2676 on May 28, 2025.Please allow 3-5 business days for processing and delivery.

A review of your account revealed that you have ordered a new device for the line ending in 0258, which shows as delivered on June 3, 2025.

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:05/22/2025
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.
In late April I was online looking at different phone services and deals that were available I came across ************************** and they had a advertisement that said $15 for 3 months then $25 a month forever after that it seemed like a really good deal so I signed up and paid the $15 plus tax which was roughly $16 and some change. I had my own device so they mailed me a SIM card and I activated my service as well as my online account that I could access through the boost Mobile app when I activated my online account I noticed that I suddenly had a payment due at the end of May and I just activated my service and I was supposed to have been receiving a new customer offer of $15 for 3 months so when I called boost Mobile to inquire about this I was basically told things that like they need my cooperation moving forward to make sure I read things entirely and make sure that I understand it and I told the person actually several persons that I had screenshots of these advertisements from the website because I had forwarded them to my friend to encourage her to sign up for the deal as well after several attempts to get them to provide me a way to send the screenshots to them I did email the screenshots to them showing that it did not say $15 per month it said $15 for 3 months in two different places online I have not received a response after sending these screenshots to them for their inspection and upon receiving my screenshots I received an email saying that that I would be contacted within 48 hours it has now been more than 48 hours and I have heard nothing back I emailed them today explaining that I was not happy with the way I was being treated and that I would be filing complaints with the appropriate government agencies for false & misleading advertising since I clearly have proof of what I was telling them about the price that was on the website.
Business Response
Date: 06/16/2025
May 29, 2025

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

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

Dear Ms. ******************* May 22, 2025, we received your complaint, dated May 22, 2025, filed with the Better Business Bureau.

You said you saw an advertisement for $15.00 for three months and you paid $16.65.However, you had a payment due at the end of May. You provided screenshots of the promotion to customer care, but you never heard back from them. You requested a billing adjustment.

When we spoke, I attempted to inform you that the promotion clearly states it is $15.00 (pretax) per month for the first three months, but you disagreed and ended the call.

On top of this promotion, you are also receiving a $10.00 credit for three months and therefore, no additional compensation is warranted. Please note that your device was activated on May 1, 2025, so your bill is due on June 1, 2025.

We apologize for any confusion this may have caused.

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

                ****** ********
Customer Answer
Date: 06/16/2025

Complaint: 23363356

I am rejecting this response because: your ad clearly stated $15 for 3 months! If it was so clear that your ad meant PER MONTH why did the website advertisement change to say PER MONTH since the ad i saw that prompted me to sign up with boost Mobile. I have attached screenshots of the ad i saw when i signed up and the current ad (as of today) that your website is showing.

Sincerely,

****** ********
Initial Complaint
Date:05/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up with Boost Infinite in March 2024 through ****** under a 1 phone promotion.. Boost Infinite was dissolved within weeks, and my account was migrated to Boost Mobile without my consent, a new agreement, or any opportunity to opt out. Since then, Boost has:Reversed previously applied discounts months later and labeled them past dueEnforced a 36-month device balance I never agreed to Suspended my account mid-dispute Refused to unlock my fully paid devices after 12 months Blocked my attempt to port to T-Mobile, despite the devices being eligible Overcharged my family plan (from $141 to $215+) without explanation Denied access to itemized billing history across 3 accounts they created I was promised a yearly device upgrade under ********************** Infinite, which Boost Mobile now refuses to honor. I have over $2,400 in remaining phone balances on devices that should have been unlocked or eligible for carrier transfer. My requests for resolution have been ignored, disputes closed without response, and chats not documented.I am requesting:Full SIM unlocks on all 3 devices Cancellation of all Boost accounts without penalty Removal of remaining device balances A full refund or credit for unauthorized charges Release of numbers to port to another carrier Full billing documentation from March 2024 to present Documentation attached includes screenshots, billing records, and proof of misrepresentation. Boost Mobiles actions violate *** unlock rules and FTC consumer protection standards.
Business Response
Date: 06/16/2025
May 29, 2025

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

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

Dear Ms. ***************** May 22, 2025, we received your complaint, dated May 21, 2025,filed with the Better Business Bureau.

You said that your account was moved from Boost Infinite to Boost Mobile without your permission. You indicated that you have been overcharged,and you were denied the option to port your phone number to a new provider. You want all your devices unlocked and all charges reversed.

We are unable to meet your requests. Your account has remained a postpaid account; we simply changed our name, which had no effect on your billing.

A review of your account reveals that you are being billed $61.12 for the service and $38.06 for device financing, which is accurate.

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

We do not have the ability to block a person from porting a phone number out of our network. They simply need the account number and port-out PIN, which is provided upon request.

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

                ****** ********
Customer Answer
Date: 06/16/2025
Complaint: ********
Response to Boost Mobile BBB Rebuttal
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

Dear *** ****,
This letter is in direct response to your May 22, 2025, reply regarding BBB Complaint #********. I reject Boost Mobiles response in full, as it fails to address the contractual violations, SIM lock abuse, and ongoing billing inconsistencies that I have documented with evidence.
1. SIM Unlock Violation & Porting Interference
I have fulfilled the 12-month service commitment on my device, which was activated in March 2024 under Boost Infinite. Despite meeting this requirement, Boost has refused to unlock my device. ************************ submitted a valid SIM unlock and port-out request, which Boost denied. This is a direct violation of the **** SIM Unlocking Policy and federal porting protections.
2. Misclassification of Service Prepaid vs. Postpaid
Your response claims my account is postpaid, yet Boost applies prepaid restrictions. My number is ineligible for ****** Voice, and T-Mobile flagged the account as prepaid, blocking my port-out. At the same time, Boost continues to bill me under postpaid installment terms. This dual classification is manipulative and inconsistent.
3. Boost Infinite vs. Boost Mobile Material Contract Change
Boost Mobiles claim that this was a simple name change is incorrect. The migration from Boost Infinite to Boost Mobile altered billing systems, removed the 12-month upgrade promise, and stripped multi-network access. No opt-in, contract revision, or user acknowledgment was ever provided.Yet Boost continues to enforce the financial terms of Boost Infinite while discarding all associated customer benefits.
4. Billing Inconsistencies Across Multiple Accounts
My primary line fluctuates between $71 and over $91/month with no plan or usage changes. My childrens two-line account fluctuates from $141 to $215/month with no justification. These charges are undocumented and unexplained. Most concerning, I have repeatedly requested full billing and payment history for over 6 months. Boost Mobile has denied every request,stating they do not provide itemized billing. This refusal is unacceptable and a violation of basic consumer rights.
Requested Resolution
1. Immediate SIM unlock for all eligible devices.
2. Full billing and payment documentation from March 2024 to present.
3. Consolidation or cancellation of duplicate accounts.
4. Refund or credit of the $46.12 reversal from May 2025.
5. Transparent and consistent monthly billing with full breakdowns.
6. Written acknowledgment of improper SIM lock denial.
7. Confirmation that no new accounts will be opened without my consent.
If this matter is not resolved in full, I will escalate to the ***, FTC, and Texas Attorney General. Boost Mobiles actions are not just inconvenient they are unlawful.

Sincerely,
******** ******
**************
***********************************************************
Initial Complaint
Date:05/21/2025
Type:Customer Service 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 can't get my app to work. I spoke with 5 people who asked the same questions over and over even my social security number. Someone was going to call me back in 5 to 10 minutes and I heard nothing. It's amazing this company is still in business.
Business Response
Date: 06/18/2025
June 5, 2025

Ms. ****** *******
**********************************************
Mentor, OH 44060

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

Dear Ms. ****************** May 28, 2025, we received your complaint, dated May 21, 2025,filed with the Better Business Bureau.

You said that the application is not working and you have been unable to resolve this issue with customer care.

My attempts to contact you by phone on June 4 and 5, 2025, were unsuccessful;however, I left a voice message each time.

Please contact me directly at **************, if assistance is still needed.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/21/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a disabled person and Boost customer service don't help me to use my voice mail and that is very important for me.Because I received messages from medical doctors.
Business Response
Date: 06/16/2025
June 9, 2025

Mr. ******* *******
PO Box 230517
******************

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

Dear Mr. ****************** May 21, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.

You stated that you are disabled and need assistance in using your voicemail, but our customer care department was no help.

Our customer care department is not able to access and/or set up a customers voicemail. We suggest that you visit a local Boost Mobile retail store for in person assistance. Additional resources can be found at ****************************************************************** .

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 06/17/2025

Complaint: 23360864

I am rejecting this response because:

Sincerely,

******* *******
Customer Answer
Date: 06/18/2025
Complaint number ******** regarding my case against *********************** problem with my voice mail was a technical issue in Boost it was not my fault as Boost answer to my complaint suggests.Finally after several complaints they fix the issue. I want this answer to stay in the record of my complaint. Sincerely, ******* Sanchez
Initial Complaint
Date:05/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I accepted a $100 iPhone 13 upgrade from Boost Mobile after confirming with their representative that there would be no changes to my plan or functionality. I specifically asked if anything would change, and I was told everything would remain the ******** that Im abroad, I discovered that the phone is carrier-locked, and Im unable to activate an eSIM for affordable international data something I relied on with my previous Boost phone. This lock was never disclosed to me during the upgrade process.I contacted Boost support, but they require SMS-based verification or a phone call both of which are impossible while Im abroad without an active phone line. They refuse to verify me via email or offer alternative solutions. I also asked for a manual unlock or a partial refund and was told it's not possible.This situation is preventing me from accessing essential mobile services while traveling, and I feel misled by the lack of disclosure. Im requesting that Boost either:Unlock my phone due to misrepresentation,Offer a refund or return option,Or allow me to verify my identity and access solutions via email.
Business Response
Date: 06/13/2025
May 28, 2025

**** ****
*********************************
*************************;

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

Dear **** ****:

On May 21, 2025, we received your complaint, dated May 21, 2025,filed with the Better Business Bureau.

You said that you asked for your device to be unlocked to use with another provider's SIM card, but your request
was denied. You said that you were not made aware of our lock policy, and you would like the device unlocked or to
receive a refund.

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

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

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/14/2025

Complaint: 23358791

I am rejecting this response because: the unlock policy was never disclosed to me at the time of purchase. I was not informed verbally, in writing, or digitally that the phone would be locked to Boost Mobile for 12 months. This constitutes a lack of transparency and fails to meet basic consumer protection standards. A lock-in period that materially limits how a device can be used must be clearly and proactively disclosed prior to the transaction.
Furthermore, I purchased this device at full price with the expectation of ownership, not as part of a subsidized contract. Boost Mobiles response references highly discounted devices this does not apply to my situation. I am requesting either:
An immediate unlock of the device so I can use it with another carrier, or
A full refund, as I was misled about the conditions of ownership.
Boost Mobile has not offered a fair resolution or acknowledged their failure to disclose critical terms. Their response does not resolve the issue.

Sincerely,

**** ****
Customer Answer
Date: 06/23/2025
I would like to request that the BBB reopen this case due to unresolved concerns around lack of disclosure at the point of sale.
At the time of purchase, I explicitly asked the sales representative whether anything about my plan or the phone would change, and I was told no. However, I was not informed verbally or in writing that the device would be locked to Boost Mobile for 12 months.

While I understand the device was sold at a discounted rate, critical limitations like carrier locking should be clearly disclosed upfront, especially when a customer directly inquires about any changes. Boosts response fails to acknowledge this or take responsibility for the misleading sales interaction.

This is not a repetition of my previous complaint but a request to address the businesss failure to provide material information prior to purchase. If possible, I would like this concern sent back to Boost Mobile for further response.
Sincerely,

**** ****

Business Response
Date: 06/26/2025
June 26, 2025

**** ****
*********************************
*************************;

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

Dear **** ****:

On June 23, 2025, we received your rebuttal, dated June 23, 2025, filed with the Better Business Bureau.

You maintain that you were told your plan and phone would not change.

I reviewed your sales call recording.I found that you did not inquire as to if the device could be used with another carrier's SIM card. You asked if your plan would change and you were advised it would not.

We are not unlocking your device until it meets our guidelines, which are readily available for review on our website.

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

Sincerely,

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

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

                ****** Steffani
Customer Answer
Date: 06/27/2025
Dear Suwai,

Re: BBB Complaint #******** Boost Mobile

Thank you for sharing Boost Mobiles latest response.

I am not satisfied with their reply and ask that this case remain open.

To clarify: I did not specifically ask about SIM locking or using another carrier. I asked if anything about my plan or anything in general would change, and was told no. That was a direct opportunity for the representative to disclose any restrictionsincluding the 12-month device lock.

The issue is not whether their policy exists online. It is that they failed to disclose a material limitation despite being asked if anything at all would change. That omission misled me about the nature of the purchase.

What still needs to be addressed:

Boost Mobile should acknowledge they did not adequately disclose the lock restriction when directly asked about any changes.
I am requesting either:

Immediate unlocking of the device, or
Reasonable compensation for selling a locked device without proper disclosure.

Thank you for your help continuing to facilitate this.

Sincerely,
**** ****

Business Response
Date: 07/07/2025
July 3, 2025

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

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

Dear **** ****:

On July 2, 2025, we received your second rebuttal, dated July 2, 2025, filed with the Better Business Bureau.

You rejected our response once again stating that you want your device to be unlocked because you were not made aware of the unlock policy, or for Boost Mobile to compensate you for the device.

Your request to have your device unlocked will continue to be denied. We will not provide any compensation for your device, as there is no justification. We have not identified any issues with the transaction after reviewing the call recording.

Sincerely,

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

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

                ****** Steffani
Initial Complaint
Date:05/20/2025
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 became in contact with Boost Mobile 3 different times today 05/20/2025 during the morning hour. One Representative who assisted me helped me downgrade my plan in an attempt to help me pay $25 to restore my service...she stated to me that the plan will take a few moments to change in the app and then I can pay and continue my downgraded plan for the month. After a few moments the plan did not change in my account to begin my service..instead the old plan from the previous month will still shown and forcing me to pay $70 to reactivate my service....I spoke with a second rep who told me they could not honor the $25 for this recent bill for my new service... I asked to speak to a manager and was ignored/refused ...I disconnected and spoke with a 3rd rep who refused to get me a manager and I explained for the 3rd time why I needed to downgrade my plan for this upcoming month and I needed to restore my service....she went on to state as well they could not do that and also delayed in getting me a manager..I never spoke with a Manager...I needed to downgrade my plan as I did not have $70 to pay for the next month phone bill due to having kids who needed summer clothes...activities needing to be paid at school..prom..etc. I expressed that I needed my service downgraded so I could pay as I have have zoom meetings with my child's iep teachers who can only schedule a zoom for early morning hours before school starts...it is sad that even a prepaid plan though cheaper is unwilling to assist customers with plan changes or issues. I love Boost Mobile Service but I am disappointed in the level of customer service. I also understand that Representatives have to attempt to deescaluate customers issues before getting a manager...but these 2 reps did not attempt to assist in anyway. The first rep tried her best with what she could do and I appreciate that.
Business Response
Date: 06/05/2025
May 28, 2025

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

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

Dear Ms. ****************** May 20, 2025, we received your complaint, dated May 20, 2025,filed with the Better Business Bureau.

You said that you called in to restore your service and you wanted the plan changed. You were told that it was and you would be able to pay the cost for the new plan; however, you are still required to pay for the previous one.

In order to change your plan, your account needs to be active. I applied a $45.00 credit as a one-time courtesy, so you can activate your account with a $25.00 payment. I sent an email to you detailing this resolution.

We appreciate that you brought your customer service concerns to our attention for internal review, and we apologize for any inconvenience this issue may have caused.

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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