Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,958 total complaints in the last 3 years.
1,504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes, boost Mobile is pretty inconsistent with its billing and service. Ive never had a bill that has been the same amount every month. I try to talk to them. They try to make some excuse why its like this on my bill. They never resolve it. Its never been the same except for maybe twice since Ive had service with them the last six months like Ive had to file a complaint with the state of Floridas attorney in general because they refused to switch my phone to a $30 plan a month. from a $65 plan that didnt apply to me because of my credit and now the bill goes up and up and up and my bill is supposed to be $60 a month maybe 70 with tax tell me how my bill is at $110 a month now when lastmonth it was $90 but it wasnt really $90. It had me pay 65 they were telling me I dont understand the billing with these Guys and Im stuck with the phone that Im paying for under an agreement but Im afraid Im getting screwed out of that also because the bill never makes sense. Theyre always charging me something different. Please help me BBB. Not to mention boost Mobile was supposed to reach out and communicate with me l the Attorney General said for Florida. Ive yet to be reached out by them and Ive yet to get my problem solved all the way with boost Mobile they are a terrible company. And something needs to be done because if this is happening to me, who knows how many people this is happening to and they just dont fix it.
Business Response
Date: 06/05/2025
June 4, 2025

Mr. ****** ***
***************************
*********, FL 33896

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

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

You stated that you attempted to change your plan from $60.00 to $25.00 a month, but our system would not allow it. You also mentioned a higher balance that was charged for three months. You indicated that you submitted a complaint about this through the ************************, but you did not receive a response.

A review of your account reveals that both lines are on the $25.00 Unlimited plan. The line with the phone number ending in 3110 is also charged a device financing fee of $27.78 and $12.00 for Boost Protect. The monthly rate for the account is $90.94.

Our records indicate that the line with the phone number ending in 3110 was on the $60.00 Infinite Access for iPhone plan.However, this line was charged $23.06 for device financing (in addition to the normal rate) from January to March 2025. This was credited on the January and March 2025 bill, and I applied a one-time credit of $23.06 for February 2025.

An electronic response regarding this issue was sent to the ******************************* on April 25, 2025.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 06/05/2025

Complaint: 23333602

I am rejecting this response because: nothing is done to my account. My bill is never the same ever since I got signed up with you guys and you mentioned that my bill is supposed to be $90 then why is it that Im being charged 110 this month? Im also being charged this month twice for hotspot on the same phone

Sincerely,

****** ***
Business Response
Date: 06/16/2025
June 12, 2025

Mr. ****** ***
***************************
*********, FL 33896

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

Dear *********************** 11, 2025, we received your rebuttal, dated June *******, filed with the Better Business Bureau.

You continue to ask why your monthly rate has changed recently. You also said you were charged twice for hotspot.

On May 1, *****, you added a recurring $10.00 data add-on pack. As your account is postpaid, you were charged $10.00 for the current billing period and $10.00 for the next billing period. This increased your bill to $110.94. With the data pack added, your monthly rate is now $100.94. Please refer to your billing statements, accessible on the Boost Mobile website or the mobile application, for further billing details.

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 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.
Background: A Boost Mobile customer had a multi-line account with two separate lines, each associated with a specific device and its own ********************** Protect coverage. Subsequently, one of the lines was disconnected. The customer then connected the device originally associated with the disconnected line to the remaining active line, effectively replacing the original device on that active line. This action was reportedly taken based on explicit guidance and approval from a Boost Mobile customer service representative. When the device that was moved to the remaining active line later experienced damage, a claim was filed under its original Boost Protect plan. However, Boost Mobile denied the claim, citing a policy against transferring devices between lines for protection plan purposes, and stating that this action was not permissible despite the prior guidance from their representative. Analysis of the Situation: Reliance on **************** Guidance: The customer explicitly stated that the device transfer between lines was done following the direct advice and approval of a Boost Mobile customer service representative. This suggests the customer acted in good faith based on information provided by the company. Existing Device Protection:damaged device had an active ********************** Protect plan associated with it prior to being moved to the other active line. The act of moving the device within the same account should not automatically void this protection, especially if sanctioned by a representative. Potential for Misinformation: The denial of the claim implies that the customer service representative provided inaccurate information regarding the permissibility of the device transfer and the continuation of the protection plan. Unfair Burden on the Customer: If ********************'s representative provided incorrect guidance, the negative consequences of this error should not fall on the customer, who acted based on the information provided by an authorized agent of the company.
Business Response
Date: 06/04/2025
May 22, 2025

Ms.***** *******-******
PO Box 284
*****,WA 98626

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

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

You said that when you replaced a stolen device, you were told Boost Protect would be available for it. However, you submitted an insurance claim for the replacement and you were denied because the device is not the original one activated. You would like your device covered.

I reviewed the recording of the call that took place on May 9, 2025 (when you activated your replacement). I found that Boost Protect was not discussed.

Boost Protect does not transfer to devices brought to the 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

                ****** ********
Initial Complaint
Date:05/14/2025
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.
We contacted Boost today(May 14, 2025) about ordering a phone. We were told that if we got the $65 a month phone plan for the phone(Iphone 16) that the phone would be free. Then, we were told that we could switch the phone plan to a lower monthly charged phone plan after a month. When the contract was sent to me(***** *****) to sign, come to find out that's not true. The contract states we're to pay $25.83 for 36 months for a total of $929.99 starting on May 28, 2025. This is also not the correct selling price of the phone we asked for(Iphone 16) as Boost has the phone we asked for, for sale for $829.99. The price in the contract is for the Iphone 16 Plus. The contract also says there are no taxes on the phone. Yet, before the contract was sent to me, the Boost employee told us we had to pay $123.23 today and about half or more of that was taxes for the phone(I do not recall the exact amount). We were told that all phone calls at Boost are recorded and I have asked for a copy of these recordings. I've also asked for a contract that states what we were told exactly as I'm not and have not signed the contract that was sent to me. We've been hung up on on the phone and disconnected from live chat by Boost employees while trying to get the phone ordered and these issues resolved. Because of the hangups and disconnections, I've had to have my credit run several times today by each new Boost employee we spoke to. I also want to mention that Boost apparently discriminates against people who are hard of hearing or deaf such as myself. I tried to talk to a Boost employee on live chat because I can't hear on the phone to resolve my issues and was told I had to call customer service. When I told the ********************** employee that I couldn't call because I can't hear, the employee told me to find someone to call for me. This is not the first time Boost has done that to me either. It seems Boost doesn't want to put anything in writing. If they're not doing anything shady, then why not?
Business Response
Date: 06/04/2025
May 31, 2025

Mr.***** *****
*****************
***********************;

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

Dear Mr. **************** May 15, 2025, we received your complaint, dated May 14, 2025, filed with the Better Business Bureau.

You expressed concern with the following:

Contract information
Plan changes
Taxes
Credit check
Customer service

You said that you were told you would receive the iPhone 16 free if you were on the $65.00 plan. You indicated that the contract showed a monthly device financing cost and the total price of the device did not match the one on the website. In my email correspondence with you, I attempted to inform you that the contract is not built to a specific plan because you have the ability to change it every six months, which would affect the device financing price. The device financing will remain $0.00, as long as you remain on the $65.00 plan. Furthermore, the device the contract was built for was a 256 GB iPhone 16, which is priced at $929.99,not $829.99. If you do not agree to the contract, you do not have to sign it,but we will not provide you the desired device.

You stated that you were told you can downgrade your plan after the first month.The Boost Mobile policy states that customers can only downgrade their plans once every six months. We regret any confusion.

You mentioned that you were informed (and the contract shows) you would not have to pay taxes on the device, but you ended up paying $123.23 including tax. Please note that you do have to pay taxes up front for the device itself, but you are not charged taxes monthly. When you went to check out on the website, it states that additional taxes and fees will be added once you reach the payment screen.

You expressed frustration with your credit being run several times. Credit checks are done when a device is selected for the order and to receive postpaid service.Please be aware that we run a soft credit check, which does not impact the customers credit score.

You expressed dissatisfaction with the customer service you received because you were told to call into customer care, but you are unable to do so. There are limitations as to what chat agents are able to do and additional assistance may require you to verify his account and call in. We apologize for any inconvenience.

During our email correspondence, you said you are experiencing technical issues with your device associated with the line ending in 8459. Our records reveal that you are currently working with someone to address this issue. If you have any further questions, you can contact your technical case manager at *************.

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: 06/04/2025

Complaint: 23331396

I am rejecting this response because:first of all, the contract does not say anything about any type of monthly cell phone plan service making the phone free, so that's a lie. Next, I asked for the recordings of the exact conversations, to which, Boost Mobile will not give me without me having to subpoena the recordings. If Boost Mobile has nothing to hide, why can't the company be transparent? Why can't the company send me the recordings like I asked for? Next, I also asked to speak to someone above ******, to which I was told there is no one above ****** at Boost Mobile. I find that hard to believe that the CEO of the company is answering all these complaints. The taxes, again goes back to the recordings that Boost Mobile refuses to give me. My credit being run, I don't care and it should not matter that it's a soft credit check, my credit had to be run/ran by every new Boost employee we spoke to. I also see that ****** mentions a post paid bill but according to employees of Boost, I don't have a postpaid bill, I have prepaid. Which continues to make my point that for each different employee you speak to of Boost Mobile, the story changes and the customer is told something different. I've also asked ****** to refund me the money I've already spent for the IPhone 16 as Boost Mobile's contract has expired and we've decided to switch cell phone service all together, partly because of this. Boost has also taken money from my bank account that I did not authorize saying that my debit card was on "autopay" which I never put it on. Then, when they tried to explain how my card was on "autopay" the Boost employee brought up my March 2025 payment as being made by "autopay". But nothing for April or May 2025. Also, all Boost has done is give me a $27 credit for the fact that my phone has no service and hasn't had service for a while now. Now, as I've told Boost we're leaving to go to another company and I've asked that the credit be applied to my wife's phone line ending in 8766, since her phone line is the only line still working on Boost Mobile's service right now. Just to be clear, I tried and ordered us new phones on May 27, 2025 from *******. Apparently, the phones are on backorder and are supposed to be sent to us by June 6, 2025. Either way, my phone still has no service. Boost has not had an urgency in fixing my service and only gave me a $27 credit for the inconvenience, that Boost decided to apply to this month's service for my phone. Which makes absolutely no sense when my phone is still not working. So, why would I pay for non working phone service in the first place? Which again brings me to, why couldn't my credit be used like I wanted it used. Instead, Boost charged me for another month's service that they will not refund and I'm going to have to dispute with my bank. I also wanted to mention, that I can/could not attach everything I wanted to, to this as it's only allowing me to attach 5 attachments to it.

Sincerely,

***** *****
Business Response
Date: 06/16/2025
June 11, 2025

Mr. ***** *****
******************************************;

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

Dear ************************* 10, 2025, we received your rebuttal, dated June 10, 2025,filed with the Better Business Bureau.

You continue to dispute the following:

Contract
Call recording request
Credit check
Prepaid vs. postpaid
Billing adjustment

You maintain the contract does not say anything about any type of monthly plan that would make the device free. As I informed you before, the contract is not built to a specific plan because you have the ability to change it every six months,which would affect the device financing price. The device financing will remain $0.00, as long as you remain on the $65.00 plan. You refused to accept this explanation.

You continue to dispute not being allowed access to the call recordings. The call recordings are not public information and you must obtain a subpoena in order to receive them. We regret that you do not agree.

You continue to dispute the credit check because you claim your credit was run every time you spoke to customer care. Your credit is run when you attempt to finance a device, not every time you speak to customer care.

You expressed confusion with prepaid service vs. postpaid service because my previous response mentioned postpaid service. If you finance a device, your service will be switched to postpaid. Because you are not financing a device, your service will remain as a prepaid account.

You expressed frustration with only receiving $27.13 for your service issues, as your line still does not work and there is only one that does on the account. You also expressed frustration with the payment being taken from your account automatically. An additional $27.13 was offered to you on June 7, 2025, which you declined; therefore, the credit was not applied. You also never reported any other lines being affected by service issues. Additionally, at the time the payment was taken on June 2, 2025, you were enrolled in autopay; therefore, you gave permission to withdraw the account balance on the billing due date.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 06/25/2025

Complaint: 23331396

I am rejecting this response because:
As I've said the contract states none of what you've said in it. The whole point of what I've said remains to be true, that at any point in time Boost could change course and charge fees for the phone no matter what monthly plan I would be on. There is nothing in the contract that states differently. As far as my credit, what I said was every one I've spoken to has run my credit. So, yes, my credit was run numerous times. As far as the post paid/pre paid debate, I was told by Boost as I've said, that I was on postpaid which is why at that time, I switched over to Boost back then. So, if I wasn't on postpaid, then that's just another lie. Boost says they offered me a $27 credit on June 7, 2025 and that I declined. I told Boost that I was leaving and switching service to ******* and would never be back to Boost again. So, what exactly is a $27 credit for a Boost bill going to do for me? Considering, I was already switching and have switched over now to ********
Sincerely,

***** *****
Customer Answer
Date: 06/30/2025
Boost never tried to resolve the issue and being that Boost will only give Boost account credit as any type of resolution, I believe it needs to be made a point of how deceptive Boost's contracts are. No where in the contract that we were sent did it state anything about if we were on a certain monthly plan that the phone would be free. The contract stated the price and monthly payment amount for the phone. So, basically at anytime Boost could charge the monthly payment amount whether they told the customer the phone was free or not because the customer would have signed and agreed to it in the contract. Also, it needs to be made a point for other consumers to know, that Boost asks and takes credit/debit card information but doesn't actually charge the card. Why do they need the customer's card information if they're not charging the customer for something? For instance, when we were looking into getting this phone and before the contract was sent, the Boost employee asked for our card information. Now, according to ******, from Boost, Boost did not charge my card and Boost doesn't charge customer's cards until the contract is signed. It's also funny, that the same card that we gave the Boost employee, we received an email that someone was trying to access our account and failed to do so, which locked our account. But according to ******, from Boost, nobody at Boost takes or keeps the customers credit/debit card information.
Initial Complaint
Date:05/14/2025
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.
-Date of transaction:5/1/25 -Amount of money paid:$16.25 -Service Promised: Calling, Data, and Text -The nature of the dispute is that since the sim card was activated I have not been able to call, or use data that was necessary to conduct business. And I had to spend money driving and buying new sim cards to resolve the issue. I was not able to conduct personal business in the ** nor talk to my wife overseas with the data promised. -The agents were completely incompetent to resolve the issue. I had to borrow other peoples phones just to speak with anyone, sometimes waiting long periods of time to speak and get help, and this went on for several days. When trying to get a refund they revealed that I didnt apply for one. I even had am extra $10 credit on my account that they wouldnt give back in any form (bank account, gift card etc).-This is very deceptive advertising found on their main site. You have to read into the fine terms to see exactly who the 30 day refund applies to, and its not clear language. -The simple fact is that I paid for a service and was not given the promised service. Their technicians couldn't do their job to get what I paid for working. Now I'm out time and money. The least they could do is refund what I paid, but if they were smart they would go above and beyond to not lose my business and the business I could give them by word of mouth.
Business Response
Date: 06/03/2025
May 23, 2025

Mr. ***** *******
*****************************************************************;

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

Dear Mr. ****************** May 15, 2025, we received your complaint, dated May 14, 2025, filed with the Better Business Bureau.

You said you paid $16.25 to start service, but it did not work and customer care was unable to resolve the issue. You disputed the 30-day money-back guarantee because it did not clearly state you would need to port in a phone number to be eligible for the refund. You requested a $100.00 refund.

My attempts to contact you at ************** and ************* on May 22 and 23, 2025, were unsuccessful. I also sent an email to ******************** with a request that you contact me.

Our records show you requested to cancel service while customer care was working on resolving the problem.

The Boost Mobile terms and conditions state eligibility for a full refund (including taxes and fees) under the 30-day money-back guarantee requires that a new Boost Mobile account be created and one or more lines activated, and a phone number be transferred, or "ported", in from another carrier. You can find more information here: ************************************************************************.

Because your phone number was not ported in, you are not eligible for a refund and your request is denied.

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:05/14/2025
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 5/13/25, my 85 year old father went to the Boost Mobile store located at ***************************************************** ************** ***** because his old phone not working, but instead the sales *** sold him a new phone, and he informed me that he had a new number, when I asked why, he tells me the *** told him that the old phone no longer worked and he needed to get a new one which is incorrect because he had just purchased the previous phone 2 months ago. I then called the store the *** tells me she is not suppose to work on or trouble shoot any phones, which I cannot understand that if she is working in the store. I called customer service, and was advised that he takes the phone back into the store so that someone there could troubleshoot it, but when we did, the sales *** there says it is not her job, and refused to help nor would she give me the name and contact of her manager of the store location.***All communications will be through me his daughter (******* *******) ***
Business Response
Date: 06/09/2025
June 6, 2025

Mr. ***** Keys
*************************************************************************

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

Dear Mr. *************** May 16, 2025, we received your complaint, dated May 14, 2025,filed with the Better Business Bureau.

Your daughter (Ms. ******* *******) said that you visited a Boost Mobile store because your device was not working and you were sold a new ********* were informed that the store cannot troubleshoot devices. ******* requested someone reach out to her, to cancel the new account and fix your current device.

When ******* and I spoke, she confirmed the device associated with the account ending in **************************************************************** 4996 that was associated with the account number ending in 1312.

In lieu of a refund, I offered a credit of $63.00, which ******* accepted. The credit of $63.00 was applied to your account on June 6, 2025.

We apologize for any inconvenience.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/14/2025
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.
Applied for a Boost Mobile Phone and Service and after being approved I was charged $101.00 on my CC. A week later I called to asked where my phone was and told it was cancelled for "Security Reasons".?? I have perfect Credit, own my home and have a six-figure income and have never been denied credit in my entire life and Boost will not give me a reason. I would like to know what the reason is??
Business Response
Date: 06/03/2025
May 27, 2025

Mr. ****** *********
***************
******************************

Re:          BBB Complaint #********
                ************** -2025-05-10022

Dear Mr. ******************** May 15, 2025, we received your complaint, dated May 14, 2025, filed with the Better Business Bureau.

You stated that you applied for device financing. After making a payment, you discovered your application had been denied and the reason for the decision was not ************* requested to know why your application was denied.

When we spoke on the phone, I informed you that a device financing application can be denied after payment for various reasons, which are not shared with our customer care agents to protect your personal information. We discussed the reason your application was denied and you accepted this resolution.

We regret that your experience was unfavorable.

Sincerely,

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

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

****** ********
Customer Answer
Date: 06/04/2025

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:05/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ported in 3 lines over the phone all on the same day and the lady told me I would receive one line free and also when I had to call back that lady told me she had fixed it and I had my one line free only to find out that well was not true
Business Response
Date: 05/08/2025
Am sorry about this experience but I need little more information,
-did the customer active the lines in store or online ?? If in store can the customer provide a copy of the receipt
Customer Answer
Date: 05/08/2025

Complaint: 23301535

I am rejecting this response because:

I have replied to their response and hope this is how to do it

Sincerely,

******* *****
Business Response
Date: 05/12/2025
I'm really sorry to hear about your experience, but just to clarify, you activated the lines over the phone with Boost Mobile customer service, not in-store. Since you're filing a complaint for a local store and not a corporate location, all Boost Mobile locations are authorized retailers. You have the option to file directly with Boost Mobile corporate or you're welcome to visit our location. We'll do everything we can to assist you.
Customer Answer
Date: 05/13/2025

Complaint: 23301535

I am rejecting this response because:

it didnt give me the option to choose the corporation only stores
Sincerely,

******* *****
Customer Answer
Date: 05/14/2025
When I started service in August I was told by the agent that they had a buy 2 lines get the 3rd line free for 12 months after I started the service a few months later I saw that I was being charged for the 3rd line so I called in and the lady I spoke with said she fixed it fast forward a few months I noticed again I was being charged for the 3rd line and this time I call back and they told me that I wasnt eligible and that the lady I spoke with last time only gave me a 3 month credit for the line all I want is what I was sold and agreed to and paid for that service thats all
Business Response
Date: 06/05/2025
May 23, 2025

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

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

Dear Ms. **************** May 16, 2025, we received your complaint, dated May 14, 2025, filed with the Better Business Bureau.

You said that you purchased three lines with the understanding that one would be free. You received some credit, but you were told that you do not qualify for the offer. You requested that your bill be adjusted.

We do have an offer where a purchase of three lines comes with one free line for a year. However, our records reflect that when you ordered three SIM kits, you activated one of them on an existing line (ending in 3893). This disqualified you from the three-line offer, as you needed to either port in a phone number or receive a new one. You could have qualified for the two-line promotion, but you placed separate orders for the two new lines and it was necessary for them to be under the same order. The two-line offer provides one line for half price for one year, a value of $150.00.

A review of your account reflects that from August 2024 until today, you have received a total credit of $138.84; I applied an additional $12.50 credit to honor the two-line-offer value.

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

Sincerely,

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

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

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

Complaint: 23301535

I am rejecting this response because:
The only credit I received was for three months and when that lady did it she lied to me and said she fixed it but she just added credit and when I started the service the lady done everything for me and assured me that I would get the three line free I have losses days of my life on the phone trying to get this fixed I went through your customer service to which its there job to make sure everything is as it should be I done everything the lady asked of me and was told that I would indeed get the third line free thanks for your understanding and hope it can finally be seen and resolved look forward to your response
Sincerely,

******* *****
Initial Complaint
Date:05/14/2025
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.
I signed up with Boost and was given promo with discount for the first year. Boost is not applying that discount to my bill. I chatted with them on 4/19 when I saw the credit was missing. I was advised it is added 3 days before the due date. On 5/11 they took the full amount from my acct and did NOT apply to discount. I chatted with someone on 5/11 who advised me they were submitting a ticket but this was not done. I called and spoke with a supervisor today 5/14 and they advised the ticket was never submitted and I need to wait another 3 days. They are not going to refund me my money. Supposedly they are going to issue a credit to my account. This is not acceptable since they stole the money from my bank account. I need the money back in my bank account. The name on the account is ***** **********. The phone number on this complaint is attached to the boost account.
Business Response
Date: 06/03/2025
May 20, 2025

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

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

Dear Ms.**********:

On May 14, 2025, we received your complaint, dated May 14, 2025, filed with the Better Business Bureau.

You stated that you signed up for a promotional plan offering a discount for a year. However,your first monthly bill did not include this offer. You requested a refund.

My attempt to contact you at ************** was unsuccessful, but I left a voicemail. I also sent an email to ******************** with a request to contact me.

Our records show the offer was impacted by a systematic error that prevented the offer from being applied, which has since been corrected. A refund of $12.50 was sent to the MasterCard ending in 6492 on May 16, 2025. Please allow 7-10 business days for processing. I confirmed that you will receive the offer moving forward and as a courtesy, a credit for next months service has been applied to your account.

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

****** ********
Customer Answer
Date: 06/07/2025

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:05/14/2025
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.
Tried to switch carriers and they refused to release one out of 3 phones. Talked to 6 people one even said she would take ***** off are bill to stay with them we still wanted to switch carriers. Husband paid the phone in full and month to month no money was owed on this phone. They said he had to have phone for a year but when it was purchased no one said this and there is nothing in writing anywhere stating this.
Business Response
Date: 06/02/2025
May 22, 2025

Ms. ******* ******
***************** G
Council Bluffs, IA 51501

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

Dear Ms. ***************** May 14, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said Boost Mobile refused to release one of your devices despite it being paid for in full. You were informed it needed to be active with Boost Mobile for a year.

When we spoke, I informed you that our unlock policy (available for review on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. Please note you paid the discounted price of the devicenot the Manufacturer Suggested Retail Price (MSRP) for it. You were not receptive to this information and you ended our call.

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:05/13/2025
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 had 3 lines on my account, 0049, 8988, and 0285. 0049 and 8988 have both said "owned" under devices and I paid off 0285 on May 9th. I terminated the lines for 0049 and 8988 on the 10th. When I was on the phone with the person for the pin to move my phone numbers out, he said both my lines 0049 and 8988 were unlocked. I find out when transferring service that actually the iPhone 16 (0049) was not unlocked. I message and get told the phone is paid off and will be unlocked in 2 days. I tell her that I paid off a different phone, to my understanding this phone had already been owned. She is very adamant that the iPhone 16 was paid off on the 9th, tells me where to look for the contract to which I just see "owned". I wait 4 days and chat again because the device is not unlocked. The person says it is not eligible to be unlocked.. well why not? She says because I wasn't with Boost for 1 year. I tell her this isn't a prepaid device and per the person on the 10th my phone was paid off. She says I'd receive an email when it's paid off but also can't give me direction to find the contract details. So why can my phone not be unlocked?
Business Response
Date: 06/02/2025
May 23, 2025

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

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

Dear Ms. ******************** May 14, 2025, we received your complaint, dated May 13, 2025, filed with the Better Business Bureau.

You said that the two iPhone 16 Pro Maxes associated with the lines ending in 0049 and 8988 (respectively) showed as paid off and you were informed they were unlocked, but the phone associated with the line ending in 0049 is not.

My attempts to contact you at ************** on May 22 and 23, 2025, were unsuccessful, but I left a message each time. I also sent an email to ****************** with a request that you contact me.

Our records show an iPhone 15 (not iPhone 16)associated with the line ending in 0049 was previously unlocked. However, the iPhone 16 Pro Max associated with the line ending in 8988 has a loan balance that has not been paid and cannot be unlocked unless it is. At this point, you may either return the device or pay the remaining loan balance.

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

Sincerely,

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

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

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

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