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

5,002 total complaints in the last 3 years.
1,499 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:03/30/2023
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.
Mom **** I bought a new iphone 8 from ******** *** @ Boost Mobile ************************************************************A few days later I went back to the Boost Mobile Store To help get my Apps to work. A girl named, ****** helped ****** gave her $25 cash for her service. After she worked on my phone nothing worked. I went back the next day & saw *******, mgr again.I told her the above & she said ****** never put the $25 in the books. Then she started screaming at me, her husband who does not work there chimed in & said "I thought you knew how to work a iphone." They bantered back & ********* told him to shut up. She told me they don't have to do anything to help their customers & to get out of the store now & never to come back!I have a bill due to Boost April 3rd for $ 65 & don't know whether to pay it or not. I just want to return the phone, get my money back & go somewhere else.
Business Response
Date: 04/26/2023
April 25, 2023

*******************************
********************************************
**********, ** 45701

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

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

On April 24, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You expressed concern about an experience you had at a Boost Mobile store.

Please note that Boost Mobile stores are independently owned and operated. As such, they set their own policies and procedures. Additionally, funds paid for phones and accessories at a store do not come to Boost Mobile.

While we sincerely regret any inconvenience this issue may have caused, we are unable to provide a refund for funds we never received. Please work with the store management regarding your concerns.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:03/30/2023
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.
My account was suspended not by my doing but by boost I have called them over nine times I have requested to talk to a supervisor I keep being told that it's being escalated and that it'll take 24 to 48 hours for my service to be reinstored I had to go into the store and pay an extra $60 to get my phone on which that did nothing my account was not credited the proper amount of $114 instead they only gave me 91 I requested to speak to a supervisor but was told that they're just too busy to handle any calls and to call back at a different time I've been without a phone for 2 weeks even though my account has been paid and has a credit on it I have been with boost for over 10 plus years but all I keep hearing from them is thank you for being a loyal customer and it's been escalated I've been without a phone I cannot make calls it's frustrating I've called them every day and been given the runaround yet they take my money. I also watch my 2-year-old grandchild of which now I can't even make any calls if anything was to happen I've done everything that I can do to get my service back on and I keep getting lies and pushed back and forth as far as saying it's been escalated something needs to be done they take your money but they don't give you the service that you deserve like I said I've been without a phone for 2 weeks had to use other people's phones just to call and nothing's been done
Business Response
Date: 04/27/2023
April 26, 2023

*******************************
************************************264
*******, ** 92335

Re:BBB Complaint #********
966028553406 - *************

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

On March 30, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You stated that your account was suspended and you were forced to make an additional payment of $60.00 to reinstate your service. You mentioned that your account does not reflect that two payments were made. You said you have called several times and requested a supervisor, but your request was declined. You requested assistance with your account.

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. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through our website or on the MyBoost or BoostOne apps.

Our records indicate a payment was made on March 20, 2023, for $57.00 and March 25, 2023, for $57.00. Your account has also received $57.00 in credits.

If you are still experiencing issues with your service not working correctly, please call customer care at ****************.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:03/30/2023
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.
Around February 2023 Boost Mobile created a new app for customer accounts. Since then, they changed my bill due date to the 6th of each month without notifying me, when it was previously around the end of the month. I called their customer service line, the representative told me they cannot change the due date and sorry for the inconvenience. She also mentioned that my next month of service is free, but why? All I wanted was to have my due date back to where it was originally since it changed without any notification or approval on my end. The new app also seems very scammy, it wants you to log on daily to accrue points off of your bill, as well as download other 3rd party apps and leave online reviews, etc. It just seems like there is a lot of weird, fishy behavior happening behind the scenes with this company.
Business Response
Date: 04/27/2023
April 26, 2023

**************** Judge
******************** 104
***********, ** 62704

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

Dear Ms. **************** March 31, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You stated that in February 2023 Boost Mobile created a new application for customers, and around the same time, your due date was changed to the sixth of each month. You said you reached out to customer service, but they were unable to provide assistance. You mentioned that the new app seems like a scam. You requested assistance with your account.

******************** sent out SMS (short message service) before the account was moved over to the new platform. A request has been made to change the due date.

The BoostOne app gives you the opportunity to earn free wireless service, gives you access to local deals, and provides a streamlined account management experience. For more information on the BoostOne app, please visit **********************************************************************************.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

                *********************
Initial Complaint
Date:03/30/2023
Type:Product 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.
Back in December of 2022 I switched over to boost infinite. I brought over my number from a different carrier. The cost was supposed to be $25 a month. On the same day that I ported my number in I noticed that my service was really spotty and not consistent, so I contacted boost infinite and I told him the problem and I requested to port out my number and cancel service. They were okay with me leaving and they released my number and I went to another carrier. They also said the service was scheduled for cancellation. I was also told I would get a refund of $25 since I was only with them literally for less than a day. Well the next month I see $25 charged to my bank and I contacted them and they apologized and said they would schedule the cancellation they also said they would provide a refund. Unfortunately every single month after that and that would be February March and ***** is coming up they have been charging me $25. And every single month I contact them and they tell them that I am being charged for a service I am not using they then proceed to tell me that they will schedule cancellation. It is not right that this company is charging for a service that is not being used the number was ported out back in December and yet they are still charging $25 every month. It is not the customer's fault that their system is not working they need to be able to provide a credit for every month that is charged and stop charging for services not provided. Every month since December I have had to do child support and I even asked them to email me the chat but they do not. This time I saved the chat but I am still unhappy because they are not doing what they promised to do which in my case is to cancel the service since I am not using it and even the number was ported out the service was only used one day.
Business Response
Date: 04/04/2023
April 4, 2023

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

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

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

On March 31, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You said you were being charged for service you did not request.

Our records show that your account is pending disconnection as of April 13, 2023.

I refunded your payments, totaling $76.59,back to the credit/debit card used for payment.

We regret any inconvenience this issue may have caused and we appreciate your feedback regarding your experience.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Infinite

***************************************************************** / ******* Better Business Bureau
                ****************************************
                ******,** 80210

                *********************
Customer Answer
Date: 04/04/2023

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:03/30/2023
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.
Sun Mar 26 Ordered. Hasn't shipped. They won't cancel or refund. They told me the order wasn't processed but i was charged and we'd need to cancel it. Then they said I have to wait for it to ship to send it back and then get a refund.
Business Response
Date: 04/04/2023
April 1, 2023

***********************************
**************************************
*****, ** *****

Re:BBB Complaint #********
132134753358 - ************

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

On March 31, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You said you ordered a phone through Boost Infinite on March 26, 2023. You indicated that you have not received your order. You stated that you contacted Boost Infinite to inquire about your order, but you were provided mixed information about the status of your order. You requested a refund.

A $72.00 refund has been issued in the interest of customer service. Please allow up to 19 business days for processing.

We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.

Sincerely,

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

********** / ******* Better Business Bureau
************************************************************** 80210

*********************
Initial Complaint
Date:03/30/2023
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 am unable to login to my account and ******************** claims they can't help me. I have reached out to them on three occasions to try to access my account, but each time, with no resolution. I am unable to change my plan, update billing, buy a new phone, or even cancel my service because they can't update my email address on file. They recently updated their system from a PIN code to a Password login, but I don't have a password and they don't seem to have my email address on file. With no email address on file, I can't change my password and they are unable to update my email address, so I'm stuck.
Business Response
Date: 04/26/2023

April 25, 2023

*****************************
*****************************************
***********, ** 61884

Re:BBB Complaint #********
458695998325 - *************

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

On April 24, 2023, we received your correspondence, dated March 30, 2023, filed with the Better Business Bureau.

You said you attempted to contact Boost Mobile to get help with accessing 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.

If you require changes to your account, please reach out to DISH Network customer service at ****************, as many of our systems are up and operational once again.

We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.

Sincerely,

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

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:03/30/2023
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 3/27/23 I thought I had placed a order online for a ******** Moto g phone. Because my phone shuts off every 30 -45min . The money ended up going in my boost mobile account. My account has $119 in it. So I tried reaching out to them from the 3/28-3/29/23. I was hung up on twice left on hold for. A hour and forty five minutes waiting to talk to a supervisor. I was told that they can't take the money of my boost mobile account. They wanted my credit card number so they could charge my card for the phone. I am disabled my phone is my life line.I need a new phone. I am sick and tired of all the *** I am a victim of identity theft and for them to tell me that I can't use the $119 in the account I am on a fixed income I don't have any money to buy a phone. So I'm supposed to just let it go.I can't I am deaf on one side and I can't see due to glaucoma . I have been a loyal customer for more than 5yrs. All I want is the $69.99 phone I thought I was paying for and pay $12 for me to get it the next day.I'm supposed to wait until the end of April to be able to buy another phone.
Business Response
Date: 04/26/2023

April 25, 2023

***********************************
********************, Apt. 512
**************, ** 95670

Re:BBB Complaint #********
331306506 - *************

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

On April 24, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You said you attempted to buy a ******** ************ on March 27, 2023, through Boost Mobile's website. You stated that your payment was made towards your account instead of towards the purchase of the new phone. You also expressed concern with the customer service you experienced. You requested a replacement phone be sent.

Our records indicate that your account currently has a $119.00 credit balance and the last payment of $110.00 was processed on March 27, 2023. A $110.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

We strive to provide excellent service and we regret that your experience was unfavorable. Boost Mobile appreciates your business and we thank you for your continued loyalty.

Sincerely,

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

********** / ******* Better Business Bureau
********************************************************************

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

Customer Answer
Date: 05/02/2023
Boostmobile said that it will take 20 days to refund $110 out the account. ******************** took a $110 out the account. The phone cost $79 plus I paid for next day delivery.

I feel like boost mobile is playing with me. They could have just sent me the phone I wanted.

It's about to be a Big problem this isn't the first time that boostmobile has got over on me. I have been dealing with them for more than 5 or 6 yrs.

I would like to be compensationed for everything that they have put me through.

Business Response
Date: 05/12/2023
May 11, 2023

***********************************
************************** 512
**************, ** 95670

Re:BBB Complaint #********
331306506 - *************

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

On May 8, 2023, we received your rebuttal, dated May 5, 2023, filed with the Better Business Bureau.

You expressed dissatisfaction with the timeline for the refund. You requested additional compensation.

We regret that you do not agree with Boost Mobiles refund policy. Your refund was submitted on April 25, 2023, and is currently being processed. A one-month credit has been applied to your account in the interest of customer service.

Sincerely,

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

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:03/30/2023
Type:Billing 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.
When I decided to try Boost mobile they offered a free trial period.This trial period was up on 1/06/23 I was then charged ***** which is correct, but then on 1/23/23 I was charged ***** again . On 2/10/23 was again charged *****. It looks to me I am being overcharged for the ***** paided on 1/23/23.This would make my payment due on or about the 20th of each month.I have called customer service and went to a ********************** store. They all agree with me but nothing ever happens.
Business Response
Date: 04/27/2023
April 24, 2023

Mr. *************************
***************************
****, ** 62906

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

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

On April 19, 2023, we received your complaint,dated March 28, 2023, filed with the Better Business Bureau.

You stated that you noticed you were charged double in January 2023. You requested an adjustment to correct the issue.

I applied a credit to your account of $25.16.

Sincerely,

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

***************************************************************** / ******* Better Business Bureau
                ****************************************
                ******, ** 80210

                *********************
Customer Answer
Date: 04/27/2023

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:03/29/2023
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 Dec 22nd I purchase a phone and a 12 month new customer plan for my son. We activated it on Christmas. The other day boost went through some sort of system issues and my sons phone was turned off. We couldnt access anything. I called Boost and they stated it would be resolved the next day. I asked to talk to a supervisor and was told one was not available but they could call me back. No one contacted me. Today I called again and was told they dont have my order from when I activated the phone and couldnt find the promotion I purchased. I have them all of the information as it is saved in my purchase history from ******** After **************************************************** back. I called in again and was told they were not going to help me. The agent wouldnt give me any of his or his supervisors identifying information. Boost mobile has committed fraud.
Business Response
Date: 04/26/2023
April 25, 2023

***********************************
PO Box 22
*****, ** 03903

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

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

On April 22, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You stated that your sons phone recently stopped working around the time of our recent cybersecurity incident. You requested that his service be restored.

I was unable to locate your sons account with the information you provided. Please contact our customer care center at **************** for assistance.

Sincerely,

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

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Initial Complaint
Date:03/29/2023
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 is using ****** scammers in their call centers. I called today, 03/28/23, to make a payment via the *** but the system wouldnt allow it. I spoke to a rep and advised her I was unable to make a payment online and to please let me pay on the automaTed system. She refused and said I must give her my card number, which I believe she kept for her own personal use. Boost Mobile needs to be aware of the scammers they hire, and if they are aware, they need to be fined for facilitating fraud. I asked the rep several times to allow me to speak to a manager. Each time, she refused. I called back later the same day, and my call was intentionally disconnected. When I called again, the rep who answered immediately asked me for my card number (before even looking up or verifying my account). These are scammers and an investigation into cyber crimes facilitated by Boost Mobile should me initiated.
Business Response
Date: 04/26/2023
April 25, 2023

*******************
173 PO Box
*********, ** 76004

Re:BBB Complaint # ********
656273618340 - *************

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

On March 30, 2023, we received your complaint, dated March 29, 2023, filed with the Better Business Bureau.

You stated that you called on March 28, 2023, to make your payment, as you were unable to make it online or through the automated systems, but the agent was unhelpful. You mentioned that you feel as if the agents were scamming you, as they asked for your credit card information. You requested assistance with your account.

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. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March 2023, Boost Mobile restored its systems that were affected by the incident that occurred in late February 2023. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through my.boostmobile.com or on the MyBoost or BoostOne apps.

Our records indicate you were able to make your payment online on March 28, 2023.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

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

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