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
- 4,968 total complaints in the last 3 years.
- 1,500 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:12/05/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a boost phone online. I needed help so I went to the store, to which he didn't help me. He told me the phone needed to be activated, ok and he said it would be *****. What he didn't say was, if you call customer service it's free. That's deceiving a customer and bad customer service.Business Response
Date: 01/04/2023
January 4, 2023
*******************************
8070 *************., #6
******, ** 44060
Re: BBB Complaint #********
********* - *************
Dear ******************:
On December 13, 2022, we received your complaint, dated December 9, 2022, filed with the Better Business Bureau.
You stated you purchased a new device online and needed some help with it, so you visited a Boost Mobile retail store. They were unable to assist you with these issues, and informed you that the device needed to be activated.They charged you $34.00. You later found out that if you had activated the device through customer service, there would have been no charge.
When we spoke on January 4, 2023, I informed you that the majority of Boost Mobile retail stores are independently owned and operated and can therefore, charge fees for services they provide. As an exception, I applied a one-time $34.00 credit to your Boost Mobile 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
Boost Mobile
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*****************************Initial Complaint
Date:12/04/2022
Type:Delivery 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.
Order number 6269-467948-8733 I ordered a monthly plan and phone online from boost. They both arrived, and I spent the next several days trying to activate it. After hours of ridiculous frustration I called for help. The associate took an hour to figure out they sent an incompatible phone and SIM card so it could not be resolved via troubleshooting. The agent then advised he cant do anything and even if he submits for a refund with corporate their policy is never refund. He advised to file a dispute with my financial entity. I then loaded up their chat program and offered a second opportunity to do the right thing but this agent after twenty minutes passed the buck and told me to call the other number I had just called with no results. Add to this the service was supposed to be monthly but they charged me for a year up front. All told the value lost is $115.Business Response
Date: 12/29/2022
December 28, 2022
************** *******
10108 ************.
*************** 73120
Re: BBB Complaint #********
************ - *************
Dear ******************:
On December 6, 2022, we received your complaint, dated December 4, 2022, filed with the Better Business Bureau.
You said Boost Mobile provided you with an incompatible *** card for the phone you purchased.
A review of our records indicate that you ordered the $100.00 new customer deal, which includes a *** kit. You ordered a Cool Pad Belleza separately. The *** kit you were sent is compatible with our new billing system, but the Cool Pad is not. As a courtesy, I submitted a refund for your $104.45 payment.
Please visit a Boost Mobile store to activate a legacy account,as the Cool Pad Belleza is not compatible with the account you initiated on November 23, 2022.
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: 01/03/2023
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. I will watch for the refund.
Sincerely,
Birch *******Initial Complaint
Date:12/04/2022
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 have insurance, filed a claim, they sent me a phone, phone can't be activated it's on someone else's plan, ins tell me to call Boost . Boost Tell me to call the insurance company. This went on for several days. Now I want my account info to just move to another company and when I call they say let me send to the department that can help you and they never return the call is eventually disconnectedBusiness Response
Date: 12/27/2022
December 22, 2022
************ Fair
************************************.
Mobile, ** 36617
Re: BBB Complaint #********
********* - *************
Dear Mr. *************** December 6, 2022, we received your complaint, dated December 4, 2022, filed with the Better Business Bureau.
You said that the replacement phone you received from Likewize was already activated on another account. You requested your account number and a $50.00 refund.
A review of our records indicate that you previously received your account number and canceled your account.
As Likewize and Boost Mobile are separate companies, we did not receive any part of your deductible and so we cannot refund your $50.00. Please contact Likewize regarding 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:12/03/2022
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.
They will not give me my account number so I can leave the company I have been in the store and on the phone with the company trying to get my account number since 1pm this afternoon and it is now 5pmBusiness Response
Date: 12/15/2022
December 9, 2022
***************************************
113 *****************.
********, ** 08609
Re: BBB Complaint # ********
*************
Dear ********************:
On December 6, 2022, we received your complaint, dated December 3, 2022, filed with the Better Business Bureau.
You stated that your account number has not been provided to you as requested.
I attempted to reach you by on December 7 and 9, 2022, at **************, but I was unable to reach you. I was able to leave a voicemail.I also sent an email to *********************************************************
I was unable to locate your Boost Mobile account with the information provided in your complaint. Please contact me directly by phone at ************** or by email at ************************* with additional information so I can locate your account.
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:12/02/2022
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.
Since Sunday, November 20th I have not been able to use data, ****** or pull up any Apps. on my cellphone. Thus, I am paying Boost mobile for a Service that I am not receiving. I have called the company numerous of times and have only been getting the run-a-round. I have submitted emails to technical support and to *****************************, CEO of Boostmobile, and as of late I haven't received a response from either. Boostmobile has effectively breached my Consumer Protection rights and I need to be made whole again. I would greatly appreciate the BBB assisting me in having this matter rectified and have Boostmobile to credit me for Services that I haven't received since November 20, 2022.Business Response
Date: 12/28/2022
December 28, 2022
************************************
900 *******************, Apt. 315
************** 20032
Re: BBB Complaint #********
************ - *************
Dear ***********************:
On December 6, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You said you are experiencing issues with your device.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify or that our customers bring to our attention. 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:12/02/2022
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 filed a complaint because I filed a claim with likewise because my phone broke and I have a Galaxy 13 and they sent me a Xfinity mobile they sent me the wrong phone and they asked me to put up a credit card for my deductible so I paid my girlfriend and she used her credit card and we told them you can only take the deductible off of this credit card they took the deductible off twice two months later we didn't realize that they still had that credit card and they took $138 for the Xfinity mobile phone that they sent me so now I'm out all this money and now they want me to send them the Galaxy 13 and me sit here with no phone and I'm stuck with the Xfinity mobile that is not activated we cannot get a SIM card for so not only have these people robbed me of $250 I'm still sitting here without a replacement phone I have tried many times to talk to these people and reason with them they will not listen to me I find out that they're over in *************** so I'd like to file a complaint to get my money ************* this phone Xfinity mobile get them to send me a Galaxy 13 and then I'll send them this galaxy 13 back the defected one..thanksBusiness Response
Date: 12/28/2022
December 28, 2022
*********************************
1865 County Road 2105
****, ** 75143
Re: BBB Complaint #********
************ - *************
Dear ******************:
On December 6, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You stated that you submitted a warranty claim with Likewize, but you received the incorrect phone as a replacement. You requested a new ******* A13 and a refund.
When we spoke by phone today, I advised you that Likewize is an independent third-party company, and as such, you will need to address any complaints directly with Likewize. We regret any inconvenience this may cause.
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:12/02/2022
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 ordered a sim card and service plan through Boost Mobile in October after their website said that my old phone was compatible with their network per my IMEI. I spent $26 and some change for this purchase. The *** card arrived the mail and my phone was not, in fact, compatible with their networks. So, I went out to ******* and purchased a Boost branded phone to ensure the phone would work with their network for $129.99+taxes and protective accessories. I tried to set up the 5G phone I purchased and port my number into Boost Mobile from Straight Talk, but was met with complications immediately. Upon talking with customer support, they told me that all ********************** phones purchased at ******* are actually on the Legacy Boost network, and the phone and sim card I purchased are through New Boost. This isn't advertised anywhere, and the customer support representative also told me that Legacy doesn't support 5G (yet, they are selling 5G phones that use Legacy Boost network without notifying the customer). She told me I could just swap out the sim cards for the one I received in the mail. That didn't work. The number was released by Straight Talk on November 7th. Nobody seems to know what is going on and every time I call, I get a different answer. I can't get in contact with Legacy support without the call hanging up. I haven't had a working phone for over a month now, and I paid for working service. Boost ******* support has admitted that it was their systems having issues, but I still don't have a working phone, almost a week after they assured me they would have it fixed. I need my phone number. I need my phone service I paid for. I need solutions. Boost needs to tell their customers about the two different networks and also needs to stop lying to customers about their phones being compatible with the network. I would also like financial compensation as I've lost my job over this system error of theirs.Business Response
Date: 12/28/2022
December 27, 2022
*************************
278 ***********.
*********, ** 28806
Re: BBB Complaint #********
************ - *************
Dear ************:
On December 6, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You said you purchased a SIM card to use to transfer service from Straight Talk, but it did not work with your phone. You then purchased a phone from ******** but you were told such phones are not compatible with the new Boost Mobile system. You also said this caused you to lose your job, and you want to be compensated.
When we spoke on December 27, 2022, you said that since this complaint was filed, the phone has been activated; therefore,the issue has been resolved.
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:12/02/2022
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.
All I am trying to do is get my account number. Two phone calls where I've been on hold for over 60 minutes, and an online chat that wasn't able to answer a single question I asked. All I want to do is update my own personal records, and to do that I need my account number. my ********************** account information is: ************************* Phone number ************Business Response
Date: 12/27/2022
December 22, 2022
*****************************
685 ***********.
*********, ** 44203
Re: BBB Complaint #********
*************
Dear ****************:
On December 6, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You said you have been trying to receive your Boost Mobile account number, but after being on hold for over 60 minutes and using Chat, you were not able to obtain it.
We spoke on December 22, 2022, and you said you did receive the information but forgot to cancel the complaint.
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: 01/03/2023
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:12/02/2022
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.
When attempting to port my phone number from Boost mobile to U.S. Mobile, U.S. Mobile was unable to process the transition because a clerical error on Boost's end created an information discrepancy. When I contacted Boost Mobile, they just said that there was nothing that the customer service rep could do about it because he didn't have that information on his screen. When I asked who would have such information and for a number where I could call to have the problem resolved, he just kept repeating that he didn't have that information. Boost Mobile, like all cellular companies, is required to allow customers to port their telephone number to another carrier. They have conveniently used a clerical error, which they made, as a loophole to keep my phone number hostage. They refuse to correct the information discrepancy, and they refuse to provide a number for a supervisor or anybody who actually has the information on their screen with which to correct the discrepancy. I want someone, anyone, from Boost Mobile to contact U.S. Mobile, or me, to correct the clerical error. I want to take my phone number with me to U.S. Mobile.Business Response
Date: 12/27/2022
December 22, 2022
*******************************
4175 *********************.
********, ** 85226
Re: BBB Complaint #********
************ - *************
Dear ****************:
On December 5, 2022, we received your complaint, dated December 2, 2022, filed with the Better Business Bureau.
You said you have been unable to port your number from Boost Mobile to ** Mobile. You also expressed concern with the customer service you experienced.
Please note that phone number portability is regulated by the ********************************* (FCC) and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account ******'s name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.
Please do not cancel your Boost Mobile service. Your existing Boost Mobile line will automatically cancel once the number is ported to your new provider.
Contact the new provider to let them know you want to transfer your number from Boost Mobile.
Provide the following information to your new provider:
Your Account Number: If you do not know your account number, it is advised to visit a ******************** store to obtain it.
Your ***: This is your account ***, specific to each phone number on your account.
Additional Notes
If the first attempt to transfer your number is unsuccessful, you'll need to update the *** for the service line being transferred, cancel the initial transfer request and submit a new transfer request through your new provider.
After confirmation date of transfer has passed there is a 72-hour window before your number transfer will complete. During this window your phone can work with both carriers. Please do not attempt to cancel your Boost Mobile account during this window as it will affect the routing of your phone number.
Often, the confirmation date or time differs from the time you submitted the request. The 72-hour window is from the confirmation, not the request. If you do not know the date and time of the confirmation, please reach out to your new provider.
Once your number has been transferred to a different provider, your Boost Mobile service line will automatically be canceled and removed from future billing
The number transfer request is submitted through the new provider.
If a user is assigned to the phone, the user must either set up their own *** or the owner must remove the user from the phone.
Voicemail does not transfer with the number.
We strive to provide excellent service and 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,
*******************
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:12/01/2022
Type:Sales and Advertising 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 November 25 2022 I purchased 2 phones/lines. Transferred my numbers to Boost. I have sat in this store for four days and had to leave without my phones, numbers, or a refund. Owner refuses to authorize refund of $176.13 even though I have not received any merchandise or service. They keep telling us to wait more time after we have already waited.Business Response
Date: 01/03/2023
January 3, 2023
Ms. *********************************
1532 ************************
*********, ** 08332
Re: BBB Complaint #********
************ - *************
Dear ******************:
On December 8, 2022, we received your complaint, dated December 7, 2022, filed with the Better Business Bureau.
You stated that you purchased two phones and lines of service at a Boost Mobile retail location, but you received neither the phones,nor the service that you paid for. You requested a refund.
I attempted to contact you by phone at ************** on December 9, 2022, and January 3, 2022, but I was unable to reach you. I was able to leave a voicemail. I also sent an email request that you contact me to ******************.
Please be advised that all Boost Mobile retail locations are independently owned and operated. As such, please contact the location in question regarding in-store transactions.
Please note that our system indicates one of the two lines was activated and is in use. You are currently paying for this one activated line only.
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
*********************
Boost Mobile is NOT a BBB Accredited Business.
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