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
- 4,982 total complaints in the last 3 years.
- 1,508 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:01/10/2023
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.
Booster mobile refuses to give mey account number an port pin so I can port out an leave there company for a better company since they refused to help an fix the original issue of them downgradingy service with out my consent or knowledge when my account is in good standingBusiness Response
Date: 02/03/2023
February 1, 2023
*******************************
650 ***********., Apt. 1
************, ** 46221
Re: BBB Complaint #********
352266716987 - ************
Dear ******************:
On January 13, 2023, we received your complaint, dated January 10, 2023, filed with the Better Business Bureau.
You said Boost Mobile refuses to provide your account number and port-out PIN so that she can change carriers.
Our records show that you were provided the information you requested on January 11, 2023.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am 4:30 pm MT (M F)
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Initial Complaint
Date:01/10/2023
Type:Billing 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 called last month 12/10/2022 to authorize a one time payment for a family members account. It was unknown to me that my debit card was setup instead as a reoccurring payment. I called twice today 1/10/2023 to have the card removed as I am the cardholder, but the request was declined. The first call employee stated that I should just file a dispute with my bank. The second employee I spoke with provided no help. I had to file a dispute, and have my card terminated. I now have to wait for a new card to be issued at the loss of time waiting for a new card to be issued. I request to be compensated for the loss of time spent calling the business to have the card removed as well as the time spent on without access to my bank until my card is reissued.Business Response
Date: 02/03/2023
January 31, 2023
***************************
2580 ****************.
********, ** 44260
Re: BBB Complaint #********
************
Dear **************:
On January 13, 2023, we received your complaint, dated January 10, 2023, filed with the Better Business Bureau.
You stated that you authorized a family member to use your credit card for a one-time payment, but this card was set up as a recurring payment method. You requested that we provide a refund.
Please be advised that enrollment in Autopay is pre-selected when a customer chooses the credit/debit card payment option. Customers will need to uncheck this option to remove autopay. As this information is provided at the point of sale, your request for a refund is respectfully declined.
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
Monday Friday, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 02/04/2023
Complaint: 18718471
I am rejecting this response because: There was never any mention during the call with the employee that the card would be setup for auto pay. It was said that would be a one time payment multiple times during the call. I even removed my card from the list of cards associated in the family members account. Even though the card removed from the account it was still charged.
Sincerely,
***********************Initial Complaint
Date:01/10/2023
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 spent the last month attempting to activate my Boost mobile account and after 3 different attempts and 3 different sim card attempts the provider denied my refund due to owning the phone purchased from boost for more than 10 days when I spent the last 3 weeks attempting to activate it. And after 3 attempts to reach a supervisor I was hung up on.Business Response
Date: 02/03/2023
January 23, 2023
Mr. ***********************
9522 *****************.
********, ** 85351
Re: BBB Complaint #********
************ -************
Dear ****************:
On January 13, 2023, we received your complaint, dated January 10, 2023, filed with the Better Business Bureau.
You said that you were unable to activate the phone you ordered from us, and you requested to return it for a refund.
We attempted to reach you at ************* on January 16 and 23, 2023, and left two voicemails. We also emailed you at ********************.
In my last message, I informed you that I emailed you shipping labels to return the phone. Once I receive the device, I will refund your December 17, 2022, payment for it.
We sincerely regret any inconvenience this issue may have caused, and we appreciate you sharing your experience with us.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Infinite
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Initial Complaint
Date:01/10/2023
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.
I was trying to add money to my daughter's account. We haven't used it in months. I did not know the pin. I used ********************'s website to "add money to a friend's Boost account" because I did not know the pin to add money from her phone. I added $10 and received a message that the transfer was successful. It took $10 from my bank account. We still were not able to use her phone. I called customer service three times and no one was any help. They all claimed I needed to have the pin before I could be helped. There was no way that I could retrieve the pin! I requested my $10 be refunded and they said they could not refund my money without the pin.Business Response
Date: 02/03/2023
January 20, 2023
**************************
1870 ***************.
***********,** 40069
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 11, 2023, we received your complaint, dated January 10, 2023, filed with the Better Business Bureau.
You said you attempted to add funds to your daughters account, but you did not know the **** You were able to add the funds by going to our website, but your daughters service was not restored despite the funds being withdrawn from your bank account. You contacted customer service and requested a refund, but they were unable to assist you since you did not know the account ****
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. Specifically, we require that each account has a Personal Identification Number (***) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account.If the *** cannot be provided, other specific identifiers may be required to discuss account information and/or to implement the changes being requested.
When we spoke on January 19, 2023, I advised you that since no monthly payments were made on your daughters account within 120 days, it was disconnected and the phone number lost/released. The payment of $10.00 that you made went to the new account holder for that phone number. A refund of $10.00 was processed and will be mailed to you as a check. A new account would need to be opened if you wish to have future service on your daughters phone.
If there are further questions or concerns about this issue, please feel free to contact me at *************.
Sincerely,
*********************************
Sr.Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*********************Initial Complaint
Date:01/09/2023
Type:Order 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 pay for 50 g high speed and they cut my high speed off at 35Business Response
Date: 02/02/2023
January 24, 2023
***********************
2424 *****************************.
*****, ** 41039
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You stated that you experienced changes in performance when using applications that require data usage.
Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources,Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 35 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
After discussing this with you, I agreed to issue your account a one-time credit of $50.00 to be used towards your monthly family plan. We regret any inconvenience 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 Escalations Team
Boost Mobile
Phone Hours: 8:00 am 5:00 pm MT, MON FRI
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Initial Complaint
Date:01/09/2023
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 1/8/2022 I purchased a ***** and signed up for a plan at the Boost mobile branch on *************************************************************************. The clerk said that there was a promotion for a unlimited talk text and data plan for $25 a month with the purchase of a ***** cellar device. This was not the case. The clerk refused to let me see the device i would be purchasing and misquoted the information about it to me(I was told the device had a screen size of 6.5 in but when I finally got the device in my hand after PAYING it was clear the device was NOT even close to the size and according to the box the device came in it was actually *****v clearly very much smaller than what was conveyed to be at the time of purchase). I requested to return the device then and there inside the store but i was told THAT THERE WOULD BE NO REFUNDS. this made me unhappy but my problems with the device do not even stop there.I was told that the plan was unlimited everything for $25 a month and this was not also not the case. But excluding that my phone does not even seem to be activated. I am unable to make calls or receive except for to emergency number like 911.The service was terrible and I was completely misinformed about was I was purchasing and the phone that i was signing up for. I am unable to get a response for customer service and it is frustrating I paid over $100 including a set-up fee and a month of service for a device that was misrepresented and a phone service I have been unable to use.Business Response
Date: 02/06/2023
February 4, 2023
*************************
6 ****************.
**********, ** 29605
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You said you purchased a phone from a Boost Mobile store, but you were provided the incorrect equipment. You indicated you were unable to make/receive calls after the phone was activated.You mentioned you attempted to return the phone for a refund, but your request was denied. You also expressed concern with the customer service you experienced. You requested a refund.
My attempts to contact you on January 31,2023, and February 1, 2023, at ************** were unsuccessful, but I left a message each time. I also sent an email to ********************* with a request that you contact me.
Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty.Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks,scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.
Please note, Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Initial Complaint
Date:01/09/2023
Type:Billing 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 had to switch phones and service on 3 separate occasions because the questionable policies and procedures that boost mobile carries. I was assigned a number on all occasions that turned out to be associated with another customer. My personal information was noted on this others persons account whose name also is ***********************. Boost did not do anything and terminated my service for nonpayment but i had made two payments but it did not show up on my account because it was applied to this other persons account. Boost also stated that my cell number was not in boost mobiles system and not recognized therefore they could not help me. This business should be penalized and/or closed down.Business Response
Date: 02/02/2023
February 1, 2023
***************************
855 *************., Apt. 508
Bronx, ** 10451
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You said that you had to switch services and phones on three occasions due to Boost Mobile assigning you a phone number that belonged to another person.
I attempted to contact you at the phone number and email address we have on file and you responded, via an email from ***************************************, stating you would call on January 31, 2023; however, I did not receive a call that date.
The contact phone number you provided, *************, is associated with an account in another persons name with a different email address.
Phone numbers are not arbitrarily changed by Boost Mobile; they are assigned based on their availability within the assignment pool. However, if a hacker obtains enough of your personal information, they can steal your phone number and port it to a phone they own and with a different cell phone service provider. If you have received notifications from Boost Mobile stating that your information has been changed,please provide me with these notifications, so that I can review their content and point of origination. Likewise, you are strongly advised to contact all other businesses you have a relationship with should you receive similar notifications from them.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Initial Complaint
Date:01/08/2023
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.
Boyfriend Purchased a new mobile phone on boost.comas my Christmas gift! I open phone and activate phone works but the activation notification won't go away I call 21 different times to fix phone after Christmas and boost can't fix the phone and now are saying they won't allow me to return a phone that doesn't work! Because I'm past 7 days return policy. Boost placing blame on me for something completely out of my control!Business Response
Date: 01/23/2023
January 11, 2023
***************************************
2441 ***********., C303
*****, ** 96753
Re: BBB Complaint #********
************ - ************
Dear ************************:
On January 11, 2023, we received your complaint, dated January 8, 2023, filed with the Better Business Bureau.
You stated that you received a Boost Mobile phone as a gift,but its not functioning properly. You requested that we provide a refund for the device.
Our records indicate that you spoke with Mr. ********************* on the Executive Escalations Team, and you informed him that your phone is now working properly. As a courtesy, a $40.00 one-time credit was applied to your account for the temporary inconvenience.
If there are further questions or concerns about this issue,please feel free to contact me at **************
Sincerely,
*******************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/08/2023
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.
I bought a link-zone 2 mobile hotspot with 2gig service plan online. When i got it in the mail i tried to set it up following all the directions, but they have sent a SiM card that is not compatible with the device. Sadly I have called customer service who said they would call back within sixteen hours that was almost three days ago and I have heard nothing back. I went to the store in **************, ** today and the guy told me that he had no idea how to fix it and no clue as to what I should do or needed to do to get it fixed. REALLY? I am so mad, I think im going to cancel my phone and try to get a refund for the hotspot, because I see online in many differrent forums there are a VERY LARGE NUMBER of consumers who have the same issue and not one of them has been able to get it resolved. I dont understand if Boost knows about the issue, why the h*** did they sell me one and they continue to sell them as we speak. Its absurd and i want my refund and i feel like they owe me something for the many hours ive spent trying to fix a problem that has no solution ! This is just so wrong.Sincerely FRUSTRATED!Business Response
Date: 02/01/2023
January 31, 2023
Mr. *****************************
1534 ********., Trlr. 30
**************, ** 47130
Re: BBB Complaint #********
783357742 - ************
Dear ********************:
On January 9, 2023, we received your complaint, dated January 8, 2023, filed with the Better Business Bureau.
You said you purchased an ******* LinkZone 2,but the *** is not compatible and you have not received any assistance in resolving the issue; therefore, you requested a refund.
When we spoke on January 31, 2023, you said you were able to speak with customer service and the issue has been resolved to your satisfaction.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am 4:30 pm MT (M F)
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Customer Answer
Date: 02/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************thank you for taking care of this matter i really appreciate it.Initial Complaint
Date:01/06/2023
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 mother's phone was disconnected her bill is paid for this month. Upon speaking with Boost I was told that her phone was disconnected due to excessive data usage. This is really bad my mother has ***** issues that require her to use oxygen after suffering from a stroke. Boost is her only life line and if something should happen she has no way to contact EMS or Police. I'm worried and I'm sure if this was your mother father etc you would feel the same way. Please turn my mom's phone back on her name is ********************* ****************************************************************** her number before disconnection is ********** if you need father information please contact ***************************** at ********** thank you.Business Response
Date: 01/27/2023
January 17, 2023
*********************************
200 North ************
**************, ** 15068
Re: BBB Complaint #********
************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6,2023, filed with the Better Business Bureau.
You stated that your mothers account was disconnected without her authorization. You requested it be reactivated.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit *****************************************************************************.
We regret any inconvenience you may have experienced.
For any additional concerns regarding this issue, please email ***********************************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 10:30 AM 7:00 PM MT, M F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************
Boost Mobile is NOT a BBB Accredited Business.
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