Business Profile
Mobile Phone Service
Boost MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,973 total complaints in the last 3 years.
- 1,505 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:12/19/2022
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.
12/17/2022 Boost mobile is partnered with *** to receive packages I got an email from *** saying my was taken to this boost mobile phone store later I received an email saying my packages was ready for pick up when I arrived to pick my packages up I was only given one package and told the other one they did not have the package that was missing was over $300 this not the first time this store has done this. This store should not be taking packages because the employees there are stealing them and wont allow you to speak to a manager and wont give out corporates number. Upon finding a customer service number for the company they were no help either it took tons of re-explaining and that was a dead end. This store needs to be cited for bad business practices and theft and should not be in my community constantly doing this with no repercussionsBusiness Response
Date: 01/16/2023
January 16, 2023
Ms. *****************************
1633 **************************., Apt. 3
*******, ** 60623
Re: BBB Complaint #********
*************
Dear **************:
On December 20, 2022, we received your complaint, dated December 19, 2022, filed with the Better Business Bureau.
You stated that Boost Mobile is partnered with *** to receive packages and you received notification from *** that you had packages available for pickup. Boost Mobile only had one of the two packages available and would not escalate the situation.
Boost Mobile retail stores are independently owned and operated and provide services in addition to supporting Boost Mobile accounts and services. Being a partner with *** for shipping and delivery is a service provided by that individual store.
We would recommend that you contact *** and open a claim for your missing package.
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
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Initial Complaint
Date:12/19/2022
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.
Boost Mobile has had a blackout in their services--particularly data services for over 24 hrs. Yet nothing was done to appease their much inconvenienced customers. I happened to be one of them. I've called the service line a few times and was given some basic instructions to hard reset the phone; which did not work. I also restarted the phone itself at least 15 times. I also bought more data at the local store I activated the phone at, including purchased a new sim card. The store clerk mentioned that it was a general issue but not as general, almost isolated and targeted some customers and not others. I am not sure whether we're dealing with some sort of discrimination or some unfortunate technical issue. As someone who drives part time at this point to make some income on the side, it is quite disadvantageous and a great inconvenience especially on a weekend. It would be nice to have an idea of what it is we're dealing with and whether what we paid for will be honored--the service we paid for and should expect to have.Business Response
Date: 02/02/2023
February 1, 2023
***************************
197 ***************
*************, ** 30046
Re: BBB Complaint #********
************ - ************
Dear **********:
On January 9, 2023, we received your complaint, dated December 19, 2022, filed with the Better Business Bureau.
You said that Boost Mobile experienced a data outage and provided no compensation.
I reviewed your calls to us and found that on December 19,2022, you contacted us, with a store representative on the line, regarding issues with your data. The agents you spoke with advised you and the representative your then-current plan had a hard data cap and that it had been exceeded. As it was a hard cap, once you use the allotted data, no additional data is available to you until your billing cycles or you purchase additional data.
You contacted us on December 22, 2022, and upgraded to the $60.00 Unlimited Plan.
Please note that we have no record of any outages such as you allege; your data was not working because it had been capped, per the terms of your plan at the time. While we sincerely regret any inconvenience this may have caused, as your plan was working as designed, we are unable to provide compensation for this issue.
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: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:12/19/2022
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.
Been waiting on a replacement phone from boost ***** since July of this year its been multiple calls they said they were sending out a gift card to replace my sons phone and its now December finto go into January still no replacement card! Even went to a boost ***** store and a manager called trying to get a resolution just to be told they will reach out what is going on and respectfully what type of service is this where are the supervisors someone has the power to generate a coupon number or something for my son to receive his phone! and as we speak I am on hold now for the last ***************************************************************************************************************** my son deserves his phone this is unacceptable boost *****Business Response
Date: 01/12/2023
January 10, 2023
*************************
2039 *************
***********, ** 78245
Re: BBB Complaint #********
********* - *************
Dear ************:
On December 20, 2022, we received your complaint, dated December 19, 2022, filed with the Better Business Bureau.
You stated that your sons device is malfunctioning and you would like it replaced. You stated that you were advised that Boost Mobile would provide a gift card for the purchase price of a new device. You requested this gift card.
Boost Mobile offers optional phone protection through Likewize (formerly Brightstar). Once a claim is filed, customers are required to pay a non-refundable deductible of $20.00, $50.00, $100.00 or $175.00 (based on the device type) if the claim is approved. Customers are eligible for two approved claims within a 12-month period beginning on the date of the first replacement. Other exclusions and conditions may apply. For complete program details, please visit www.myphoneguardian.com or call ***************.
I am unable to locate any notation on the account indicating that a gift card would be offered to replace the device. Your request for a gift card is respectfully declined.
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 Escalation Team
Boost Mobile
Monday Friday, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:12/19/2022
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.
Nov 30, 2022 at 9:46 AM a cellphone was purchased from boostmobile.com. there was no delivery confirmation received or sent. When I contacted boost Mobile all phone numbers led to an automated system prompting user to provide phone number. It ran user around in circles and produce no result to speak to live person. Any attempt to speak to a live person was rerouted to automated system. No live chat available nor email to contact about missing package or item not received. Claim was filed with carrier and carrier did not follow through. Boost Mobile grossly misled consumers by not providing adequate communication, customer service, and actions are deliberate on the part of boost Mobile.Business Response
Date: 12/28/2022
December 20, 2022
********************************************
863 *************.
******, ** 92376
Re: BBB Complaint #********
*************
Dear ************************:
On December 20, 2022, we received your complaint, dated December 20, 2022, filed with the Better Business Bureau.
You stated that you purchased a phone from our website, but you never received it. You requested a refund of the purchase price of $172.39.
Please be advised the tracking information provided with your order shows that the device was delivered to the front door of your residence on December 5, 2022. *** has conducted an investigation showing that the device was in fact, delivered. Please be advised that once the parcel is in the hands of the delivery company, we are unable to control any factors that *** affect your delivery. I encourage you to contact *** directly if you wish to dispute the outcome of their investigation.
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:12/19/2022
Type:Billing 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 cancelled business with Boost Mobile 2 months ago.I have not used this company or its services since Sept 2022.12/16/2022807016BOOST MOBILE *********, **$15.48 7370331H3X200YGJA 09/28 09/28 BOOST MOBILE 1X ********* ** ***** 7370331H3X200YGJA 09/28 09/28 BOOST MOBILE 1X ********* ** *****Business Response
Date: 01/12/2023
January 10, 2023
Mr. *******************
4016 ******************.
***********, ** 63116
Re: BBB Complaint #********
************- *************
Dear **************:
On December 20, 2022, we received your complaint, dated December 19, 2022, filed with the Better Business Bureau.
You said you closed your account in September ***************************************************************** addition, you requested no further contact from Boost Mobile representatives.
A review of your account finds that you spoke with a Boost Mobile representative on September 28, 2022, to discuss plan options. There is no record of a request to cancel service. At the time of this review, your account is still active; however, I did remove the auto pay function to prevent further charges. This will cause the account to close.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.
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: 01/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:12/19/2022
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 placed an order for a IPhone 11 black 128GB KIT - SKU ************, September 15, 2022. On the same day I cancelled the order, so I never received the phone. The person I spoke with cancelled the delivery and had the phone delivered back to their facility. The *** tracking # is 1Z52A2590305140347 which was returned 09/20/2022 @ 11:06 am to their warehouse in ************** and received by Rey Carcers. I am asking where is my refund but they are waiting on Rey Carcers to put it in the system. All customer service seem to do is open a case for my complaint and nothing is happening. I had 5 cases opened to no avail. No one is talking to the warehouse directly. Since its been over 3 months the phone could be anywhere from being misplaced, stolen, or even sent to another customer. I am looking for assistance in getting my refund. P.S., I can never talk to a Manager, which one has refused to speak with me directly, No Supervisors available only assistant Supervisors. All customer service can do is open a case but no one is actually searching for the phone. Since they can't find it in their system they can't refund my money even though I gave them the *** tracking number. Also please note I was sending this to my 11 year old grandson but my email address is on the receipt.Business Response
Date: 01/12/2023
January 11, 2023
***************************
113 *******************************.
*********, ** 60098
Re: BBB Complaint #********
********* - *************
Dear Ms. *********************** December 20, 2022, we received your complaint, dated December 19, 2022, filed with the Better Business Bureau.
You said that you placed an order for an iPhone 11 black 128 GB on September 15, 2022. On the same day, you canceled the order and you never received the phone. Upon tracking the package, you learned it was received at Boost Mobiles shipping facility in ************** on September 20,2022, at 11:06 am. You requested a refund.
We exchanged emails on January 10 and 11, 2022,and you confirmed the order and shipping information. I informed you that your refund request has been submitted and is in process.
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:12/17/2022
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 started new service with boost mobiles 25$ unlimited **** plan on 11/9/22. Everything was well until 12/13/22 when all of a sudden the service completely stopped working. I logged into the boost mobile app to make sure the autopay had successfully went through on 12/12/22 of $26.14 and it did. I decided to make another payment manually on 12/13/22 of $26.14 so it wasnt a billing issue or payment issue. I then called boost mobile to see what was going on, of course you have to hold forever and get hung up on numerous times. I have been forced to try all troubleshooting steps by everyone Ive talked to in store and over phone and have tried everything, have also proved out the actual phone being the issue because when I insert the *** card into another unlocked phone it does the same thing. It is now 12/17/22 and the phone service is still not working. I have now been on the phone with boost mobile 7 different times for hours and visited 2 different stores and no one can fix the issue. I now want a refund for the payments made on 12/12/22 and 12/13/22 totaling $52.28 and a cancellation of service. I have been told I cannot be refunded for 12/12/22 and that is unacceptable.Business Response
Date: 01/13/2023
January 12, 2023
************************
7745 Serene Steam Way
************, ** 46239
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 20, 2022, we received your complaint, dated December 18, 2022, filed with the Better Business Bureau.
You stated you started service on November 9, 2022, and by December 13, 2022, it stopped working. You made a second payment, but you were unable to resolve the issue. You said we refused to refund the second payment of $26.14.
When we spoke on January 12, 2023, I confirmed that you received a $26.14 refund. I will request a $26.14 refund for the second payment; please allow seven to ten 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 Escalations Team
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:12/17/2022
Type:Customer Service 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 have been a customer of ******************** for some time now and up till now have been satisfied with them. However, recently I have been sent untraceable voicemails from Boost Mobile telling me about an app for Dish Visual Voicemail. To download it verify and all that. I for one do not appreciate SPAM voicemails period. I also would never download an app, even if it was free. Tried searching ways to block this spam voicemail to no avail. Shame on Boost Mobile to do this to their customers who don't want this stuff.I called the customer service line to *****, the person put me on hold and never picked up again after 20 minutes. An apology should be served.Business Response
Date: 01/27/2023
January 26, 2023
Mr. ***************
13961 ***********., #***
**************, ** 44133
Re: BBB Complaint #********
************ - *************
Dear ************:
On December 20, 2022, we received your complaint, dated December 17, 2022, filed with the Better Business Bureau.
You stated you have been receiving untraceable voicemails offering DISH Visual Voicemail, and you consider this SPAM and want it stopped.
When we spoke on January 26, 2023, I explained that DISH Network is the parent company for Boost Mobile and we will send communication regarding new and existing features and services. This does not make you obligated to add new services to your plan. Currently, there is not a way to stop these updates from being sent.
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
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Customer Answer
Date: 01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************However, upon viewing the app in question. Was able to "uninstall updates" and return to factory version of voicemail, lo and behold, no more annoying sign up messages.
Initial Complaint
Date:12/16/2022
Type:Service or Repair 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 phone from this company in December 13th I received this phone on December 15th and when I got the phone it was partially charged and they did not send me a charger to charge my phone just a cable my phone is now dead so I cant use the phone at all I had to purchase a phone charger from ******* for 22 dollars and now have to wait a week to receive that so Im paying 41 dollars for a months service that I am not getting because I cannot use my phone when I contacted their customer service they were absolutely rude and nasty . If I had known this was the kind of company they were I would have never bought anything from them especially if I knew they dont provide a charger for your phone which makes no sense at allBusiness Response
Date: 01/13/2023
January 13, 2023
Ms. *****************************
104 ****************., #***
***********, ** 27560
Re: BBB Complaint #********
************ - *************
Dear **************:
On December 20, 2022, we received your complaint, dated December 17, 2022, filed with the Better Business Bureau.
You stated you purchased a device from ********************, but it did not come with a charger so you had to order one from ******* and you waited a week to receive it. It cost you $22.00 and you did not have service while you waited for the charger.
My attempts to contact you at ************** on January 12 and 13, 2023, were unsuccessful, but I left a voice message with my contact information.
Please note, most manufacturers are no longer including chargers with new devices to reduce waste, and many of these accessories are available from retail locations. As a customer satisfaction gesture, I applied a one-time $22.00 credit to your H38333230343***3236H account.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***************************
Corporate Case Manager
Executive Escalations Team
H38333230343***3236H
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Customer Answer
Date: 01/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:12/16/2022
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 purchased a phone and mobile plan on 11/24/2022, my phone arrived on 11/28/2022, and my sim card arrived on 11/29/2022. On activation, the phone would not make or receive calls. I chatted with Boost online on 11/29/2022 and was told the issue was on the sim card and that they would send me a new sim card in 2 days, the new card arrived on 12/2/2022, I then contacted them through chat that day, and the phone was still not making or receiving calls, they told me it was still the *** card and send me another one with 2-day shipping that didn't arrive until 12/8. I contacted them again on 12/8 and they were unable to help me with the chat and told me to call the number. I called and then after 25 minutes was hung up on. I called back and was escalated to advanced technical support. I went through all the troubleshooting and was told they would have to further escalate it and would contact me in 72 hours. At this point, I requested a refund and was told I was outside 14 day refund period, even though I was only outside that window by 1 day and it was due to waiting on them to help me through troubleshooting. I was told to wait another 72 hours and never received a callback. I eventually called them back myself on 12/16/2022 and spoke with 4 different people. On the 2nd call, I spend 2 hours going through more troubleshooting, I was told the issue was the device or the network and I asked to return the device and while I was on hold waiting for that I was hung up on. I called back and spoke to someone that was adamant that the issue was the network. They told me they could not refund it and then went on to explain that the network was updated and that because I purchased the phone from boostmobile.com, and not the new network of my.boostmobile.com they could not help me. I was then transferred and told the old department couldn't help me because the account information is on the new network. I was then hung up on for a 3rd time during a transfer back to the prior *****Business Response
Date: 01/12/2023
January 12, 2023
***********************************
1849 *******.
******, ** 61265
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 17, 2022, we received your complaint, dated December 16, 2022, filed with the Better Business Bureau.
You said you purchased a phone online, but you could not get it to work. You requested a refund.
When we spoke, I offered to email you a shipping label to return your device and, once I received it, to refund your payment.
As you were advised by the last agent you spoke with, your order was placed through our legacy website. The device can be activated on our new system, however, extra activation steps are needed. I shipped you a replacement device and requested that, once you receive it, to contact me so I may ready it for activation.
We sincerely regret any inconvenience this issue may have caused and we appreciate your patience.
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: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 01/16/2023
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,
*******************************
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