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
- 4,954 total complaints in the last 3 years.
- 1,498 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a new cell phone. A ******** moto g stylus 5G - 2024 cell phone on 05/04/2025. The shipping address on the order was wrong because the shipping address boost mobile had on file was my old address from years ago. The address they had was *************************************************. I reached out to their support team MINUTES after placing the order to have the shipping address changed. WHILE the order was still processing and had not even been completed yet. I wanted them to either cancel the order or change the address on the order. I was told by numerous **** that boost cannot do that on their end and I need to contact *** and that they would change it for me if I provided the order # or tracking #. So, I called *** twice and provided them with the information - both the order # and tracking #. *** informed me they cannot change the address on this order and that I had to contact Boost to have it done. So, once again, I contacted boost mobile and explained that *** told me they could not change the address on the order and that I should contact Boost Mobile to have it done. Once again I was told by a *** that they cannot cancel the order or modify it. The final *** * which I have included screen shots of ) , his name is ******* , advised me to reach out to *** for a THIRD TIME after being told twice they cannot modify the shipping address or to have the device sent back. I paid money for this device and I was due for an upgrade. I believe it is not unreasonable to have an order modified or cancelled by the company that I placed the order with. That company being Boost Mobile. I attempted to place another order for the same device but the regular price of the device is ****** and that is what I would have to pay to ***urchase the device, because the price I previously paid was a special upgrade price. So now, I will not be receiving my device, and I cannot purchase it for the discounted price that I was due because I was lied to about ***.Business Response
Date: 05/29/2025
May 28, 2025
Ms. Santa *****
********************************************************************
Re: BBB Complaint #********
************ - ************
Dear Ms. **************** May 6, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You stated that you placed an order for a new device on May 4, 2025, but it was shipped to the wrong address. You were told to contact *** to update the shipping address, but they advised you they could not do ******** requested the device be replaced.
Boost Mobile is not responsible for orders shipped to the wrong address, and is not able to update the address on an order. While the delivery is in transit, the address can be updated by tracking the package with *** and selecting the Change My Delivery button.
Our records indicate that *** returned the device to our warehouse on May 16, 2025, and a refund was processed on May 20, 2025.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Over the last 1.5 months I have been in communication with Boost Mobile. We have spent over 12 hours with Boost Mobile about accessing our accounts and obtaining the required information to successfully transfer our phone numbers to another cellular carrier.We have both need to transfer our phone numbers and Boost Mobile has refused multiple times and is unwilling to facilitate and provide the information we need. I spoke with multiple managers and each one has refused to help us with our accounts.We want ******************** to provide the information for us to transfer phone numbers ************ and ************* in a timely manner.We want our information sent to me at my email address ******************************************************** within 48 hours otherwise I will file a former complaint with the *** for refusing to provide this information.Business Response
Date: 05/21/2025
May 20, 2025
Mr. ******* ******
***************************************
Nampa, ID *****
Re: BBB Complaint #********
************
Dear Mr. ***************** May 5, 2025, we received your complaint, dated May 5, 2025, filed with the Better Business Bureau.
You said you have been trying to obtain your port-out information, but we refuse to provide it. You requested the port-out information for your lines ending in 5986 and 0182.
My attempts to contact you at ************** on May 17 and 20, 2025, were unsuccessful, but I left a message each time. I also sent emails to ************************* and ******************************************************** with a request that you contact me.
Our records show you were unable to verify your account, which is why your port-out information was not provided. 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 (PIN) 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 PIN cannot be provided, other specific identifiers may be required to discuss account
information and/or to implement the changes being requested.
An active line is needed in order to port your phone number to a new provider. Your line ending in 5986 is currently suspended, as we have not received a payment since April 23, 2025. Please note, after 90 days of nonpayment your line will be canceled and your phone number lost.
If you need assistance porting out your active lines,please contact me directly at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/05/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I started service with Boost 11/21/2024. I was having a large amount of issues at *****************************************************************************. They kept telling me there was an outage and upgrades being performed and no ETA at that time. I waited a while and was still having issues so I called them and they switched me to T-Mobile on my E-SIM. At the end of April I purchased a new device from ********************** and went to the store to get it activated because it did not come with a SIM and for some reason the **** settings are not on the device. The store put me back on the boost network which I immediately started having issues again. They said they made changes to the programming of my line and on Saturday the 3rd, my device seemed okay. Today, it was back to much worse and my reception was dropping every 5-10 minutes. I had to speak to the advanced tech support, who kept claiming the cell towers are fine and stated they were filing a ticket. The agent apparently hung up the phone and I have no idea what took place after that. I did not have time to keep calling back since I was dealing with this with them since 10am Eastern, until almost 12pm Eastern. I need to have a consistent reception while in one spot and not have my device to keep loosing the connection. I am not able to get this resolved for months.Business Response
Date: 05/29/2025
May 23, 2025
Mr. **** ********
*********************
Holiday, FL 34691
Re: BBB Complaint #********
************** - ************
Dear Mr. ******************* May 5, 2025, we received your complaint, dated May 5, 2025, filed with the Better Business Bureau.
You stated that when you started service, you had signal issues at your address. You spoke with customer care who switched you to the ************************ network, which fixed the problem. In April 2025, you purchased a new device. You went to a retail store to have it activated, as it did not come with a SIM card. The store put you back on the Boost Mobile network and you immediately started having signal issues again.
When we spoke on May 23, 2025, you said that you have been working with customer care to fix the problem. I confirmed that SIM cards are being shipped to you. In the event that your signal issues persist, I can make an exception to unlock your device. You said that you would let me know if the new SIM cards worked or not.
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: 05/31/2025
Complaint: 23288464
I am rejecting this response because:Technical support sent me boost **** again. I had to talk to them today and now they are sending AT&T sim, not ****. I prefer not to close this until we have a permanent resolution.
Sincerely,
**** ********Customer Answer
Date: 06/05/2025
It is not resolved. I cannot get a hold of the representative of boost handling this complaint.Business Response
Date: 06/11/2025
June 11, 2025
Mr. **** ********
*********************
Holiday, FL 34691
Re: BBB Complaint #********
************** -2025-06-11675
Dear **************************** 9, 2025, we received your rebuttal, dated June 6, 2025, filed with the Better Business Bureau.
You stated that this issue has not been resolved,as you were unable to get in contact with me.
On June 5, 2025, I sent you an email asking for you to provide me with photos of the *** cards you were sent. You replied on June 9, 2025, to inform me that you did not receive my email. You said that you did not have the original packaging for the *** cards anymore and you were told you needed orange ones. I replied advising you that I would send you five orange *** cards.
Today, June 11, 2025, we converted four of the five lines to these *** cards. You indicated that you did not have access to the fifth device right now and you would provide me the **** when you do. Please be aware that we are sending one replacement *** card for the fifth line, as one of the cards is defective.
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:05/04/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This has been going on since September 18th 2024. I have been getting overcharged constantly. I don't want to continue paying my phone bill off until this gets resolved.Business Response
Date: 05/16/2025
May 7, 2025
Ms. ******** ******
****************
***********************************;
Re: BBB Complaint #********
************** - ************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 4, 2025,filed with the Better Business Bureau.
You said that you are being overcharged and will not pay your bill until the issue is corrected.
When we spoke by phone, I informed you that your account does not reflect any overcharges or double payments. I advised you to provide me with a copy of your bank statements reflecting any unauthorized payments for our ************ agreed to email me this documentation. I will follow up with you once the investigation has been completed. I also added a $15.00 credit to your account for a payment you made back in June 2024 for a SIM kit that was never used.
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:05/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Is Longmont 5g? I am hitting a lot of interference.Business Response
Date: 05/21/2025
May 20, 2025
Mr. ****** ******
PO Box 3025
*********************;
Re: BBB Complaint #********
************** -************
Dear Mr. ***************** May 5, 2025, we received your complaint, dated May 4, 2025, filed with the Better Business Bureau.
You asked if 5G was available in ******** because you are encountering interference.
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 have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. 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.
Our coverage map shows ******** has 5G available. We recommend that you contact customer care at ****************, as our records show you have not reported any technical issues before. Please note: your account is currently suspended due to nonpayment, and an active line is required in order to troubleshoot.
If you have 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:05/04/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile account #************ I requested towards the end of last month to have my number ported out to *******, this never happened I've called nurmous times to resolve and keep getting told some different and now they're saying that it won't complete till the 8th well that's when the new billing service starts with boost it appears to me they are prolonging the process so the can pre-bill me for next month service.Business Response
Date: 05/28/2025
May 22, 2025
Ms. ****** *****
********************************************************************************
Re: BBB Complaint #********
************ - ************
Dear Ms. **************** May 5, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You stated that you requested for your phone number to be ported to another carrier in April 2024, but it never happened. You requested your number be released.
Please note that the ********************************* (***)regulates phone number portability 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 with the existing carrier. This information may include, but is not limited to account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request by the gaining carrier, 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.
Our records indicate that the phone number ending in 0193 was ported to another carrier on May 5, 2025.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:05/03/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a phone online from Boost Mobile on 3/12/25 and received this phone on 3/17/25. Once the phone was received I was told that it would not work as I expected and so I immediately called to cancel my account and return the phone. I completed this process and returned the device but was charged $65 despite never using the service. I will note that they never sent me a prepaid shipping label because of a system error and I paid $19.10 to return the device, which I never received a refund for either. On 5/3/25 I was charged $34.15 for service that I had requested to be cancelled and after spending roughly an hour speaking with Boost Mobile customer service they said I had never cancelled service and despite not having a device or ever using their service their policy was to not provide a refund. Because of the inconvenience and frustration caused by Boost Mobile I am requesting a full refund for my device, the shipping to return it, and the most recent billing charge totaling $118.25.Business Response
Date: 05/16/2025
May 7, 2025
Mr. ***** ******
***************************************
********, ** 77586
Re: BBB Complaint #********
************** - ************
Dear Mr. ***************** May 5, 2025, we received your complaint, dated May 3, 2025,filed with the Better Business Bureau.
You said that you purchased a device from ********************, but decided to return it. You expressed concern with paying for the return shipping, being charged for service and not receiving a full refund.
When we spoke, I advised you that customers who want to return a device will have to pay for the
shipping. Please refer to our website ********************************************************* for more information. I also informed you that our records reflect you received a refund of $115.50 for the device.
******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account when service is canceled will be forfeited. As an exception, we refunded your payment of $34.15. Please allow five to seven business days for processing.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************;
******, CO 80210
****** ********Initial Complaint
Date:05/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive been having problems with the *** being on on my phone and when I was sent to the verification department, they told me they can verify my phone because it was under somebody elses name that was attached to this number they told me I had to go into the Boost Mobile store and get my phone verified to remove the *** off my phone when I went into the store, they gave me two options option one to pay to get my phone activated and bill and new number which I wasnt going to do because they should have been removed that old person name off this phone and gave me a diff number then what that person had when I first bought it and option two it would still be under his account it I have a account as well attached to this number and I keep the same number without having to pay and the *** will be removed it worked for about a week now the *** is back on my phone again and nobody can help me and was told Im not under a network and my phone is basically not on and I have to go out of town next week and Im tired of this keep happening and my problem is not being fixed and they want me to pay for something I didnt do and supposed to been fixed and done when I first bout it Ive had this phone over a year now and Im having this problem out of it Boost Mobile needs to be held responsible for this and inconveniencing meBusiness Response
Date: 05/12/2025
May 6, 2025
Ms. Carnecha ******
******************
************** 35217
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 3, 2025,filed with the Better Business Bureau.
You said that your device was not working and you called in to report it. You were told the device was not in your name and until this is updated, we are unable to assist you. You went to a retail store for assistance,but the issue continues.
When we spoke by phone, I offered to troubleshoot your device;however, you declined, as the service is now working normally. I also informed you that your account is under your name, and your name only.
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:05/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since January of 2024 I have been charged an extra $10-15 on my phone bill for games that I didnt authorize. Boost secretly added these add ons to my bill and I only realized it today 5/3/25. When doing some research about this issue Ive come across many Boost customers that has had the same problem. I believe Boost is scamming people out of money by adding add ons to accounts without the customers knowledge.Business Response
Date: 05/16/2025
May 10, 2025
Ms. ***** ******
***************************
****************
Re: BBB Complaint #********
************ -************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 3, 2025, filed with the Better Business Bureau.
You said you have been charged $10.00-$15.00 extra each month since January 2024 for game add-ons you never requested. You requested a refund.
Please be aware that you are responsible for keeping track of your monthly bill to ensure you are not being charged for anything you do not want. The games add-ons were removed, so you will no longer be charged for them.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; your request for a refund is 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
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/03/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In mid January my phone said an update, so I pushed update now. Ever since that day I havent used my iPhone 16. After about a month later I finally talked them into putting the service on my old iPhone 12. Since that day I havent been able to call or text most of the people in my contacts and people tell me they called and it went straight to voicemail. People tell me they texted me but its not showing up on my phone. I have made OVER 100 calls to boost to try and get my phone and my crappy service fixed. I have done everything they told me to do. This is going on 4 months I have not had 100% service or been able to use my new iPhone. I am far past frustrated. Every time I call they say they are going to get it fixed and they get my hopes up just to be let down. This has probably happened 50 times. When they tell me they will be in touch with in 72 hours, I never hear back from them. I dont think they are going to fix my problem with the iPhone or service. They have had over 100 times to do that and I have given up hope. All I want is my iPhone fixed and 100% service , thats what I pay for. I have never been late on my bill. The only thing I have left to do is stop payment. I dont want to do that but I dont know what else to do. I need help trying to get what I pay for. It will ruin my credit if I do that. I have very good credit. I shouldnt have to ruin my credit because they arent doing what they are supposed to be doing. This could have been fixed in January by giving me a new phone (the phone was only 6weeks old) or just cancel my contract bBusiness Response
Date: 05/28/2025
May 22, 2025
Ms. ******** *******
************************************************************************
Re: BBB Complaint #********
************** - ************
Dear Ms. ****************** May 5, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You stated that you financed an iPhone 16, but after an update, the device stopped working. You requested that you be allowed to return the device and cancel the financing contract.
I spoke with you by telephone on May 8, 2025. I agreed to make an exception to our policy and accept the return of the device and cancellation of the financing contract. I sent a shipping label to you at ******************** on May 8, 2025.
As of May 22, 2025, I have not yet received the device.Please return it using the shipping label I provided. I also sent the shipping label to your email address again. Please contact me at **************, if you still have not received it.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****
Boost Mobile is NOT a BBB Accredited Business.
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