Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Team Mobile - Green Springs

  66 Green Springs Hwy Homewood, AL 35209-4902

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  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

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  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:05/20/2025

  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 want to cancel my service as of May 31 and return the phone I bought from them they won't let me and all I want is my service canceled by May 31

  Business Response

  Date: 06/05/2025

  May 30, 2025
  
  
  
  Ms. ******* ****
  *************************************************************
  *******, ** 61764 
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. *************** May 20, 2025, we received your complaint, dated May 20, 2025, filed with the Better Business Bureau.
  
  You stated that you wanted to disconnect your service and return your device.
  
  When we spoke, I informed you that your device is outside of the 30-day return window and the remaining balance of $549.98 will be due upon disconnection. You opted to move forward and disconnect your service on June 1, 2025.
  
  Sincerely,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ******************************************;
                  ******,CO 80210
  
  ****** ********

• Initial Complaint

  Date:05/20/2025

  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.

  On 5-13-2025 I called Boost Mobile. I was curious about changing my provider from *********. That phone call led to me financing 3 phones. 1 iPhone 16 and two iPhone 15's. I was told that a credit check would be performed and was approved I was instructed to review, and sign the Boost Device Financing Agreement which was sent to my email in order to complete my new phone purchase. That was completed the same day, 5-13-2025. On 5-14-2025 boost sent an email instructing me to download the Boost Mobile app to manage my account. I did. My credit card was charged on 5-13-2025. Completely processed by 05/14/2025. I received another email on 5-14-2025 detailing my order number which was 3187-384994-3098. On 05-17-2025 I was told the phones should arrive by Thursday which was 05/15/2025 by the *** i financed the phones with. Thursday came. No phones. Called Thursday and was told the phones are on the way that *** picked them up. By the midday Friday, I was told that the *** tracking number should be in my inbox. I wasn't. Also checked my spam. Nothing. Called again Friday night and was told the phones were canceled. Now I'm ******.I'm transferred over to to pretty much fraud department and was told the phones have been canceled and wasn't given a reason as to why. Hung up called back was transferred again and told the same thing. This is the worst company ever. I've never left a review on any service or company in my entire life. I sat here and waited for phones that were never going to arrive. $258.10 was taken out of my account, and I never received email or a phone call stating that the phones were canceled with them know i have to sit at home and wait for *** to deliver the phones and sign for them. Boost Mobile took my money and never sent me proof that the phones were coming. If i hadn't called in I would not have known that the phones had been canceled for unknown reasons. 5 days and still waiting for my money back. *************. Disputing with my bank right now.

  Business Response

  Date: 06/05/2025

  May 26, 2025
  
  
  
  Ms. ********* *********
  ***************
  **********************;
  
  Re:          BBB Complaint #********
                  ************** -2025-05-10293
  
  Dear Ms. ******************** May 20, 2025, we received your complaint, dated May 20, 2025, filed with the Better Business Bureau.
  
  You said you ordered devices and a payment was made, but it was canceled without your authorization. You indicated that you are going to dispute the payment with your bank.
  
  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 business days with an explanation for the denial.
  
  A refund of $258.10 was issued to the card ending in 8969. Please allow 3-5 business days for processing.
  
  We apologize for any inconvenience 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
  
                  ****** ********
  

• 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 purchased service from ************ (Boost Mobile Retailer) for my phone number and for a new phone. I informed the *** and the manager that I live in ******** 6 months out of the year and that I need to be able to put my Colombian Sim cars into the phone when I arrive in ********. Both the sales *** and the manager assured me this would be possible on the multiple times that I asked and even showed them the physical Sim card that I had with me (despite the manager lying and saying video does not confirm this). The second I put my Colombian Sim card in my new phone when I arrived in country it locked my phone and de activated my existing Sim card. These sales folks said whatever they want to get the sale and now I am stuck without a working phone for the next 2 months. Advanced tech support is telling me that since I removed and ***laced the Boost mobile Sim card it rendered my phone locked and the only solution is to "buy a new phone" I have spent a total of 16 hours on the phone over the last 8 days trying to fix a problem who's originally started with this independent retailers lies to make a sale. Other consumers need to be made aware that this Retailer engages in fraudulent pracrices.

  Business Response

  Date: 06/16/2025

  June 3, 2025
  
  
  
  Mr. ******* ******
  *****************
  *******, NE 68336 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Mr. ***************** May 21, 2025, we received your complaint, dated May 20, 2025,filed with the Better Business Bureau.
  
  You said that you purchased a device from us and you wanted to use your old SIM card. However, when you inserted the new SIM card, your phone was locked and your original SIM card deactivated. You expressed frustration with not receiving a resolution, and requested that your device work and to receive compensation.
  
  Our records show this issue was addressed through technical support and shows as resolved. You responded to the email I sent to you and informed me you would like to test the service. If you are still having trouble, you can contact me directly at **************. Your request for compensation is declined.
  
  We apologize for any inconvenience.
  
  Sincerely,
  
  
  
  ****** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  

• Initial Complaint

  Date:05/19/2025

  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.

  On December 6, I signed up for a promotion to purchase 2 phones and get a year of free service. At that time, I was charged $639.88. I then received notice of a monthly bill. I sent a message using the app on January 12 and was told I would not be charged. On January 27, I was charged $54.24. When I called after that, I was told they could not return the money to me, even though it was an incorrect charge but that it would credit to my account for future charges. Each month they continue to try to charge again. I keep calling and I'm being told it is being worked on. I've now had additional charges of $4.24 on February 12 and $8.14 on April 27. Today, I talked to them again because I saw they are continuing to try to charge for my service which would be a charge of $29.07 this month if I didn't call. **** ID H8I told me today that there is no one above her I could speak with, no way to lodge a formal complaint, and no guarantee that I would not have to call again next month due to charges. They are working on it, and they "will try" to refund charges that should not have been made to my card. How can they keep money from overcharges and continue to make me call back each month? How many people are being charged on their cards and not even noticing? If I've been calling for 5 months, I'm sure others aren't as diligent or persistent.

  Business Response

  Date: 06/05/2025

  June 4, 2025
  
  
  
  Ms. ***** *****
  **************
  **************
  
  Re:          BBB Complaint #********
                  ************** -2025-05-10273
  
  Dear Ms. **************** May 19, 2025, we received your complaint, dated May 19, 2025, filed with the Better Business Bureau.
  
  You stated that you signed up for a promotion where you buy a phone and receive free service for a year, but you did not see this reflected in your billing. You requested a refund.
  
  My attempt to contact you to discuss this matter via phone call and email were unsuccessful.
  
  Your account was impacted by a systematic error, which has since been corrected. I confirmed that it reflects a zero charge this month and a refund was issued to the Discover card ending in 4221.
  
  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,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ***************
  
  ****** ********

  Customer Answer

  Date: 09/09/2025

  I had previously filed a complaint ******** which was supposed to be resolved. Once the complaint was resolved, they started overcharging me again. I called when I received the bill and was told it would be fixed. I have now been notified by my credit charge that they did not fix it and overcharged. I have been attempting to resolve this since January through many phone calls and my complaint with BBB. I feel they are purposely not following through on the deal they offered in hopes of people just paying the charges rather than dealing with the hassles. I hope you can see the details from my original case number above. They offered a deal to purchase phones, which were overpriced, in exchange for a year of free service. The deal still worked for me, but they continue to try to charge me for service that should be free with the deal.

  Business Response

  Date: 09/18/2025

  September 17, 2025
  
  
  
  Ms. ***** *****
  **********************************************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. **************** September 15, 2025, we received your rebuttal,dated September 15, 2025, filed with the Better Business Bureau.
  
  You added that monthly service charges resumed even though you signed up for a free year of service.
  
  A refund of $41.28 has been issued to the credit/debit card ending in 4221. A credit of $29.07 was applied to your account for the service period of September 11, 2025, to October 11, 2025.Should you experience any other charges before January 11, 2026, please contact me directly at **************.
  
  Sincerely,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
  ****** ********

  Customer Answer

  Date: 09/18/2025

   
  Complaint: 23351314
  
  I am rejecting this response because: I have been contacting Boost multiple times to once monthly, everytime I get a bill notice. The last time, I was charged anyway. This has been going on for almost a year. It is not my responsibility to continuously call and waste my time for unwarranted charges. It is their responsibility to fix it and honor their agreement.  I will contact BBB if there are additional charges that I should not receive, not the company as that has proven fruitless. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/19/2025

  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.

  Subject: Boost Mobile Enabled Fraud and Refused to Protect My Personal Information To Whom It May Concern,I am filing this complaint against Boost Mobile / ****************** for enabling fraudulent access to my account on May ******* and refused to take reasonable and immediate steps to secure my personal information, despite multiple contacts and clear evidence of account compromise.Details of the Issue:On May 19 2025, someone fraudulently gained access to my Boost Mobile account by changing both the email address and password associated with it. I was locked out of my account, and ******************** customer service has refused to disclose the new email address tied to the account, preventing me from recovering access or taking protective action.I have repeatedly asked Boost Mobile to:1.Remove or disable the compromised account;********* any verification details available so I can reclaim ownership;3.Take steps to protect my personal and account information from further misuse.They refused all three. Despite being the original account holder (and able to provide proof of ID and account details), they have done nothing to stop the fraudulent access. As a result, the unauthorized user currently has access to my private data and can freely make changes, incur charges, or access any stored information.Why This Matters:Boost Mobile has failed to safeguard customer data.Their refusal to intervene or even disclose details violates what I believe to be fair consumer protection practices.Their inaction has exposed me to identity theft, financial loss, and ongoing risk.What I Am Requesting:Immediate termination of the fraudulent account;A formal investigation into Boost Mobiles customer security and recovery practices;A record of what information has been accessed or changed since the account was compromised;Compensation for any time, effort, or monetary losses incurred as a result of their failure to act.

  Business Response

  Date: 06/11/2025

  June 6, 2025
  
  
  
  Mr. ******* *******
  ***************
  ****, MI 48085
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ****************** May 19, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
  
  You stated that your online account was accessed by a third party on May 19, 2025, who then changed the email address and password on the account. As such, you were not able to access the *********** requested immediate termination of the account, a formal investigation into Boost Mobile's security practices, release of account records showing what information was accessed or changed since the account was compromised, and compensation for your time, effort, and monetary losses incurred.
  
  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. These measures include verification of a one-time password sent to the caller by ***. If a caller cannot verify the account through this method, the caller would be transferred to our account security team for further verification. The *** process would also apply to an attempt to log into the online account. 
  
  We have no record of telephone contact in which the email address on the account was changed. Our records indicate that you called customer care on May 19, 2025. After successfully verifying your identity, our agent offered to change the email address on the account. You declined and requested to ****** the account instead. The account was closed at the end of that billing cycle on May 23, 2025.
  
  No monetary compensation is warranted for this issue.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:05/19/2025

  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.

  In November 2024 I saw a deal on boost Mobile for a iPhone 16, It had a great deal the monthly price for service and the phone was supposed to be around $65 to $70 a month, when I got the phone and then the first email outlining the account information it totaled it up to almost $100 month so I canceled the phone I never activated the account and I returned the phone. The main problem is they activated the account for me without me even activating it in February or March, I had canceled the account and service through the phone which they have me on recorded line and today Monday May 19th I called to figure out why they had been charging me since March for a service that I canceled in December I asked them if they could review the recorded voice line because that's where I canceled with a representative and they said no that they have no access to that so they are unwilling to refund me for the service charges made since March. they are saying that I activated the account which I never did, they are saying that I never canceled the account or the service which I did, it is on a recorded voice line with the representative in December. so they are neglecting to look into their own records and neglecting to listen to their own recordings even though it's for training purposes which I feel this is a great training for their employees experience. I would like to get some help with this complaint and resolution. It is very fraudulent of them to activate an account that I never activated and I actually canceled it with a representative on a recorded phone line and they're refusing to listen to it or refund me or help me whatsoever way, the only thing they were able to do is cancel the service which I had already done in December and canceled the account which I again had done so in December. So need some help getting the monthly funds of $65 a month since March 2025 refunded and additional funds for overdraft fees made to my bank account because of their unexpected charge.

  Business Response

  Date: 06/05/2025

  May 27, 2025
  
  
  
  Mr. **** ****
  **************************
  ****************************
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Mr. *************** May 19, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
  
  You said you ordered an iPhone 16 and the monthly cost was not what you expected. You canceled and returned the device, but you continued to be charged for service from March through May 2025 and your refund request was refused.
  
  Our records show the $142.50 payment was refunded on December 12, 2024. Because you disputed the charges totaling $200.52, they were returned to the card used for payment; therefore, a refund is not warranted.
  
  I confirmed that your account is canceled.
  
  We apologize for any inconvenience 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
  
                  ****** ********
  
  

• Initial Complaint

  Date:05/18/2025

  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 have had an account with ********************** for almost ten years. For the past 6 months, I and my son have had issues with dropped calls, calls where the volume cuts in and out and where we can hear the person on the other line but we are not heard. I called Boost last month to get transfer codes to switch our service but was told the phones could not be transferred because they had not been on the network for a year. When l asked for the dates when the phones COULD be transferred, l was told April 28th and May 3rd.I waited until today, May 18th to ASSURE I would have no issues getting the port out pins and l was told that, no, the phones could not be transferred until AUGUST. I feel this company has shady practices because, like l said to the representative today, if l had been told August by the FIRST representative l could have decided whether l wanted to remain with Boost until then or switch my service and buy more phones

  Business Response

  Date: 06/05/2025

  May 28, 2025
  
  
  
  Ms. ******* ******
  8020 Pebble Dr.
  *************** 70128
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** May 19, 2025, we received your complaint, dated May 18, 2025, filed with the Better Business Bureau.
  
  You stated that you attempted to unlock your devices, but found they were ineligible until August 8, 2025. You requested your devices be unlocked.
  
  I attempted to contact you to discuss this matter via phone and email, to no avail.
  
  The Boost Mobile unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before becoming eligible for unlocking. Your phones were purchased and activated in August 2024 and therefore, are not eligible until August 2025, as you were advised.
  
  As an exception nonetheless, I unlocked your devices.
  
  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,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *************************************************;
                  ******,CO 80210
  
  ****** ********
  

• Initial Complaint

  Date:05/18/2025

  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.

  On Sunday, May 18, 2025 I placed an order for two virtual eSIM cards from ********************** for $40.18. I was not able to a transfer code for my current company so I was not able to activate the **** I requested a refund that the supervisor said I ameligible for and they refuse to give me a refund. Spoke to several supervisors who said I was eligible for a refund and yet I was not given a refund. I want my $40.18.

  Business Response

  Date: 06/18/2025

  June 4, 2025
  
  
  
  Ms.****** *******
  ***********************************
  *****************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ****************** May 28, 2025, we received your complaint, dated May 18, 2025, filed with the Better Business Bureau.
  
  You said that you paid $40.18 to obtain our service; however, your current provider did not provide a transfer code, so you were unable to and you requested a refund instead, but it was denied.
  
  Normally payments made to Boost Mobile are nonrefundable; nevertheless, I requested a refund of your $40.18 payment as an exception. Please allow five to seven business days for processing.
  
  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:05/18/2025

  Type:Service or Repair 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.

  Boost Unlock Policy Doesn't Follow ************************ Laws I had been a customer of ******************** for several years from 2017 when I was told in 3/2022 that my phone was eligible for upgrade for which I accepted. I paid a difference and owed no balance on the phone. Moreover the Boost plan I had was a month to month plan ( prepaid $30 monthly) and I owed nothing when I had the phone number ported to T mobile. Fast forward to 5/15/2025, I walked into the Tmobile store, my current carrier to get assistance with a sim card to put in the ******** Pure G from Boost when I was unpleasantly surprised to learn that the phone was still locked by Boost. The following day, I called Boost customer service and spoke with several customer service persons ****** ******** ****, ****) to include a supervisor (******), that referenced Boost's Unlock Policy for requiring customer's to be with them 12 months to have a phone unlocked, yet the initial **** **** told me she was unable to see my history in the system beyond 2023 and transferred my call to ******* that verified my identity. Furthermore, it is my understanding that Boost upgraded their software around 2023 and the system doesn't go back any further than this for older customers. At any rate, I have a receipt for the upgraded phone from 3/2022 that clearly shows the zero balance. I offered to fax or email Boost the receipt as proof but instead, the Supervisor continued to reference the Boost Unlock Policy that doesn't appear to abide by the ************************ Law. I as a consumer can take my business to another carrier without my phone being held hostage. I would like Boost to unlock the ******** Pure G or compensate me in order to purchase an unlocked phone to use with the sim card I have.Sincerely,******** F I will be willing to take the address , email, or fax contact for Boost to send the receipt that I mentioned above.

  Business Response

  Date: 06/05/2025

  May 23, 2025
  
  
  
  Ms. ******** ******
  ************************
  ********, SC 29212 
  
  Re:          BBB Complaint #********
                  ************ -2025-05-10220
  
  Dear Ms. ***************** May 19, 2025, we received your complaint, dated May 18, 2025, filed with the Better Business Bureau.
  
  You expressed frustration with Boost Mobiles unlock policy. You upgraded your device in 2022 and when you attempted to use it with another provider, you found it was locked. You indicated that customer care was unable to unlock the device because the system did not show it had been active for 12 months. You requested for your device to be unlocked.
  
  Boost Mobile will unlock a device under the following circumstances:
  
  The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
  The device has been active on the associated account for at least 12 months
  
  Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on, has the most current update and the Boost Mobile SIM card is inserted, then enter code ******** when prompted to do so.
  
  Please note unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all
  (e.g., an unlocked device may support voice services but not data services when activated on a different network).
  
  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: 06/08/2025

   
  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:05/18/2025

  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.

  My phone bill is not due until 25 May, however it was shut off 10 days before. Why did they cut off my service?Heres the thing, this is for service is not rendered so do not flag this as a court issue. Because this is clearly a payment issue. However,I do want to stay for the record that I am investigating a human trafficking case Regarding my missing child ***** ****. So if Better Business Bureau does not send my complaint and boost mobile does not fix my service, I will be using this in one of my *** case files. Once again, this is not a legal issue, so Better Business Bureau needs to take it. This is literally a payment issue. However, I do need to add that note because I believe there is motive.

  Business Response

  Date: 06/18/2025

  May 29, 2025
  
  
  
  Mr. **** ****
  OH 43026 
  
  Re:          BBB Complaint #********
                  ************ -2025-05-10815
  
  Dear Mr. *************** May 28, 2025, we received your complaint, dated May 18, 2025, filed with the Better Business Bureau.
  
  You stated that your service was turned off on May 15, 2025, even though your due date is not until May 25, 2025. You requested an explanation.
  
  You have our prepaid service. While your due date is on the 25th, we received two payment disputes from your bank: both for $25.25 (made on March 26, 2025, and April 26, 2025,respectively) with a card ending in 9593. These funds were returned; therefore,from a billing perspective, we did not receive payment for your service for those two months. To restore service, you will either need to pay for those months, plus the current bill totaling $80.81, or contact your bank to have those disputes dropped and then pay for the current month. Please note, credit card autopay has been removed from your account due to these payment disputes.
  
  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