Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,962 total complaints in the last 3 years.
- 1,504 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/18/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 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 80210Initial Complaint
Date:05/17/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 7, 2025 I paid off my phone from boost mobile and transfered my number to another provider. I did not receive a receipt to show i paid off phone. In the last 10 days o have made several attempts to access my account for the copy of my last paid bill, and the one that will be in 2 days however I can no longer access anything online due to not being a current customer. I keep getting directed to call them. I have spent hours on phone asking for a copy of my bills to be emailed to me as well as a receipt showing my phone was paid off. Multiple **** have said they cannot provide this information. I need copies of my last and upcoming bill with the company. Please help me obtain this. It is a federal law that they provide copies upon customers request. I cannot access anything online. I was never emailed anybills because it's a prepaid account. Attached is screenshot of the message i get when attempting to log in to view billing details.Business Response
Date: 06/05/2025
May 28, 2025
Mr.****** *****
******************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** May 19, 2025, we received your complaint, dated May 17, 2025, filed with the Better Business Bureau.
You requested a copy of your bill reflecting the payment made to pay off your device, and a copy of your final bill.
Enclosed is a copy of your final bill that also reflects the payment made to pay off your device financing agreement. We regret any delay you may have experienced.
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
Enclosure
cc: ****** / ******* Better Business Bureau
*******************************;
******, CO 80210
****** ********Initial Complaint
Date:05/17/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered 3 phones and service for the phones. Paid 420 in taxes. Upon shipping the items were sent back to boost mobile. I contacted support and was given a number to call. I talked to a woman and she told me I will be getting a refund and boost and I cannot continue our relationship at this time with no explanation. I waited for my refund and have gotten 30 dollars. I contacted them again and they said I'm still going to recieve the other 2 pho es. I told them I was told I was denied everything and would be getting a refund so they sent it up to their bosses. I have a ticket number and an email that says resolved upon canceling my account and being issued a refund for the 420 dollars for 3 phones and 3 services I have not used. I still have not been issued my refund. I contacted support again today and they have no idea what I'm talking about. They act like I still have and want an account and the phones. I told them I don't want their service or their phones and I've already been through this with other people. It seems no one is on the same page and I feel like this is just a way to keep my money.Business Response
Date: 06/05/2025
May 28, 2025
Mr. ******** *****
********************
**************************;
Re: BBB Complaint #********
************** - *************
Dear Mr. **************** May 19, 2025, we received your complaint, dated May 17, 2025,filed with the Better Business Bureau.
You said that your order for three devices was canceled and you have not received a refund.
A review of your account reveals that your order was canceled and the one device that was shipped was returned. I requested a refund of the $420.37 payment; 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
****** SteffaniInitial Complaint
Date:05/17/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order for 4 lines for boost infinite for a total of $349.88 on 05/07/2025. I received an email saying thank you for your payment and the funds went off of processing on 05/10/2025 in my account and were fully sent to BoostMobile. I reached out 05/11/2025, they said it would ship Monday. Tuesday, I was told that I needed to call customer care: long story short my order shouldve never been canceled and they shouldve shipped my phones and now Im sitting here waiting on a $349.88 refund that boost is saying I shouldve had back already. I just want my funds so I can replace the order and get the phones I wanted!Business Response
Date: 06/05/2025
May 23, 2025
Ms. ********* ******
*************************** B
********, ** 43227
Re: BBB Complaint #********
************** -2025-05-10214
Dear Ms. ***************** May 19, 2025, we received your complaint, dated May 17, 2025, filed with the Better Business Bureau.
You said you placed an order for four devices and paid $349.88. You were informed it was canceled, and you expressed frustration with this cancellation and that you have not yet received a refund for the order.
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.
Our records show a refund of $349.88 was issued to the card ending in 3769 on May 19, 2025; please allow 3-5 business days for processing.
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:05/16/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, May 9, 2025 I called your customer service to ask for port pin because I was switching to ******* because of poor service from your carrier. I was provided 5 different pin numbers for the 5 different lines, 9091 was the only line that had a 5 digit pin. Come to find out 5 days later when switching phones that this did not go through and now my daughter's number is in limbo. Did the verification, it failed so I asked when can I call back and everyone is giving me different information. I have been on the phone with you all for a total of too long at this point and everyone has a different answer for me. Rectify the problem!Business Response
Date: 06/05/2025
May 24, 2025
Ms. ******** ******
*************************************************************
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** May 19, 2025, we received your complaint, dated May 16, 2025, filed with the Better Business Bureau.
You said that you are receiving an error when you try to port out the last one of your five phone numbers.
When we spoke, I agreed to look into your concerns considering there is nothing on our end preventing the port.
I received confirmation that you were able to port out your last phone number. We regret any delay you may have experienced.
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:05/16/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A customer of ******************** gave them an incorrect email address ******************* that happens to be mine. After several attempts to call Boost mobile, they refused to remove my email address from the account, telling me only the account holder can do that. They are one of many web companies that don't do an email verification step when creating accounts for new users of their service.Because of this, Their customer is not getting any of their emails from Boost Mobile about their service and account. I am!Business Response
Date: 06/05/2025
May 21, 2025
Mr. ***** ******
NY 10280
Re: BBB Complaint #********
*************
Dear Mr. ***************** May 16, 2025, we received your complaint, dated May 16, 2025, filed with the Better Business Bureau.
You stated that a Boost Mobile customer used your email address ******************** Despite multiple calls into customer care to address this, we refuse to remove it since only the account holder can do so.
I attempted to contact you regarding this matter to no avail.
Your email address has been removed from the account in question. I sincerely 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,
****** ********
Manager Retention Operations
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210Customer Answer
Date: 06/05/2025
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:05/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have 2 lines that they keep charging me over and over for in different amount. I paid 3 days early. They will not refund or correct the amounts. Attached the payment history of what they have charged me and the just said they will be deduction 100 from my account on the 16th of june but they have already deducted all of thisBusiness Response
Date: 06/11/2025
June 5, 2025
Ms. *** ********
*************************
*********, FL 33547
Re: BBB Complaint #********
************** - *************
Dear Ms. ******************* May 16, 2025, we received your complaint, dated May 16, 2025, filed with the Better Business Bureau.
You said that you have been charged different amounts for the two lines on your account. Therefore, you request a refund.
Our records show that you added a line mid-cycle and the existing line converted to the Unlimited Premium plan from the Unlimited plan, which affects your monthly rate. On June 2, 2025, we received notification that you disputed the May 13 and 16, 2025, payments of $74.46 and $25.54, respectively, resulting in a chargeback. This caused your service to be interrupted.
Your request for a refund is denied.
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:05/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost Mobile stole $170 from me. On 5/12/25 I purchased an iPhone 16 Pro on Boost Mobile website for the promotion they said I was approved for after they ran my credit. I called twice to see the status of my order on 5/13/25 and 5/16/25 because I hadnt received my iPhone yet. They sent me two emails on 5/15/25 saying that my phone should be here and instructions on how to activate my new phone. I called again on 5/16/25 only for them to tell me that I am no longer approved. They refused to tell me why and they refused to issue me a refund. They never sent me an email explaining any of this. I spoke to ****, a Resolution Manager in **************** (ID Number: IPR) who said that *** has the iPhone and is returning it to the Boost Mobile warehouse and once they receive it I will have to wait 10 business days to get my money back. Again, they never told me any of this. They kept sending me emails saying that my new iPhone is here and to activate it. This has cause me a MAJOR inconvenience. That was all the money I had. The error is on Boost Mobile end and their process was fraudulent just to get my money with no intentions on giving me my money back. I want my money back now because Boost Mobile lied for days and sent false emails just to take my money. Im seeking the help in hire up to get me my money back immediately. I feel like Boost Mobile is now a fraudulent company with fraudulent ways.Business Response
Date: 06/05/2025
June 4, 2025
Ms. ******* ***** ******
************************ 2B
************, ** 60471
Re: BBB Complaint #********
*************
Dear Ms. ***************** May 16, 2025, we received your complaint, dated May *******, filed with the Better Business Bureau.
You stated that you purchased an iPhone 16 Pro on our website, but found out later that the order had been canceled. You were told that you would receive a refund after the device was returned to our warehouse, but you have not. You requested to receive a $170.00 refund.
Our records indicate that a refund of $110.00 for the taxes on the device was processed on May 20, 2025.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile for service are final and non-refundable; I made an exception nevertheless and submitted a $60.00 refund.Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:05/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It's an ******** razar 2024 I bought it almost a month ago and it was perfectly fine the employee there which I know it's the. Put an rainbow sum card I'd in my phone and getting all my finical information and etc I will like my refund admittedly and for that person to be fired he was calling someone in the phone saying to swap devices wit my phone when I went back to same store about to purchase whole new phone he offered me an new sim card which has been. The same as sim card as he told and I heard him say swap the device he needs to be fired he is jail breaking sim cards and entering personal information be I have contact ***Business Response
Date: 06/11/2025
June 9, 2025
Shyketris *****
**************************
*************************************;
Re: BBB Complaint #********
************ - *************
Dear Shyketris *****:
On May 19, 2025, we received your complaint, dated May 16, 2025, filed with the Better Business Bureau.
You said that a store representative replaced your SIM card with a rainbow one allowing access to all of your financial information. You requested a $320.00 refund and a replacement.
Boost Mobile retail stores are independently owned and operated and we have no authority or oversight over their business practices. Therefore, any disputes resulting from a business transaction you conducted with them must be handled directly with the stores ownership and management teams. However, I can refer your concerns to our *********************** (RM) team to look into this matter, but we cannot guarantee it is resolved to your satisfaction.
If you would like our RM team to investigate, please provide the date of the transaction, the location/address of the store and the name of the representative, if available, to ****************************** In addition, due to the seriousness of your allegations, we recommend you contact local law enforcement and file a formal incident report.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/15/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiance' and I bought an Iphone 16 ProMax and a ******* S25 Ultra on Sunday, May 11, 2025 at Boost Mobile, **************************. We were told both phones would be $1300 each with no extra charge for accessories. When we got home, we noticed we had been charged $1350 for the ******* and $30 for accessories. We went back to the store the next day to request a refund of $80, but the Manager, *******, told us she would not help us. We asked to speak to someone else and she refused to allow us to speak to her boss. She said she did not want to bother the boss on their personal time. She told us to leave or she would call the police. On Tuesday, I noticed I had several missed calls from a finance company, *****. ***** said they received a finance application for me on Monday. I told them I never applied for financing that we paid for the phone in full on Sunday and that someone fraudulently applied for me. Later on Tuesday, my phone was disabled by ******* and marked as lost or stolen. I called Boost **************** immediately and they told me to go into another location to find out why my account and phone was disabled. The employee, Rama, at the store at approximately 32nd and *********** in *****, **, called the manager and the manager told her to tell me to come in today so she could investigate it. Ask for *********. I came in today and spoke to ********* who told me she sent a ticket to technical support and I will have to wait 1 to 3 days to hear back from them and then she could decide how to proceed. She said this phone came from a third party seller and she would have to wait and see what the outcome is before proceeding. I asked her to give me my money back or exchange the phone and she refused. She said there is a process and to wait 1 to 3 days to see what the outcome of the ticket is. I asked to speak to her manager and she refused to give me any information just like ******* did a couple of days earlier. She said that was personal information.Business Response
Date: 06/09/2025
June 5, 2025
Ms. ********* *******
***************
***************
Re: BBB Complaint #********
************** -2025-05-10091
Dear Ms. ****************** May 16, 2025, we received your complaint, dated May 15, 2025, filed with the Better Business Bureau.
You stated that you purchased a device in full from a retail store. After leaving, you noticed that you were charged more than verbally quoted and you learned a credit application had been submitted on your behalf causing your device to be disabled. When you returned, you were made to leave under threat of the police being called. You requested an explanation for the financing application being placed, a refund for the overcharges and a new device.
When we spoke, I informed you that Boost Mobile retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. However, to ensure a satisfactory resolution, our retail liaisons reached out to the store on your behalf and are currently investigating the cause of the credit application. The retailer has been asked to assist you with a reasonable device replacement, and a courtesy credit for two months of service has been applied to your account. You confirmed that these steps are acceptable to resolve your complaint.
We regret that your experience was unfavorable.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********
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