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:05/03/2025
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.
Boost mobile assured me that my cell phone was compatible with their service they sent me a *** card approximately 4 months ago and when I installed it it said it wasn't compatible with my phone so basically I threw the first one away and now that I've been seeing all these commercials for boost on television on the new network and all these things I figured huh maybe it'll work this time so I ordered another *** card and I checked my phone with their phone compatibly compatibility checker and again I was assured the *** will work with my phone and well the same thing happened as the first time. I called to receive a refund and they said no. I'm pretty sure all of this is a ploy to sell me a phone that will be locked to their service so to keep the phone I'd I've paid for, I'd be locked into boost. This place is a total scam.Business Response
Date: 05/28/2025
May 22, 2025
Mr. ***** *****
********************************************
*******************
Re: BBB Complaint #********
************** - ************
Dear Mr. **************** May 5, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You stated that you were assured your device was ************** attempted to activate service twice, but both attempts failed. You requested to receive a refund.
We were not able to confirm compatibility of the device, as its IMEI was not provided with your complaint.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable;however, I made an exception and submitted the refund of $15.10. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 05/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:05/03/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
March 11 round about I called boost mobile. My imtent was only to see if my phone would be able to be used on their network. The *** said I could set up now.. I explained on fixed income did not need until 1. He said no problem just don't install card on may 2 I went to a boost mobile store and had card installed. I was surprised service was already on. In going thru automated machine I found out my due date was the 14.also when I signed up it was 15 for first 3 bills the automated said had a bill for ***** . My start day was suosed to happen when I had Sim card installed. I need bill date changed until June 2 per agrement.. I am livid original *** lied I am livid no one cares and refuses to h ***** **** dateCustomer Answer
Date: 05/15/2025
On April 11 I called boost mobile I wanted to see if phone I bought from ****** would work on there service. I was told it would. I told gentlemen I did not need service until next month. He talked me into paying but assured me my service will not start until the 1st. So I took him at his word. On 2nd I went to boost mobile store in ********. He installed card. I tried to make a call to my surprise it went thru. On that call I found out my due date was 14th and they could not change the date due. Of course since they provided number so they would not honor warranty. Since I called customer care have been told repeatedly they can't change due date to what I was promised. They did give a 13 dollar credit to cover unused portion. However I still need due date switched l
Desired Resolution: Need due date changed should not have to give up service to change it
Business Response
Date: 05/28/2025
May 23, 2025
Mr. ***** ******
********************* B
******, IN 46036
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 when you called to inquire about service, the agent told you your due date was dictated by the date you inserted the *** card. However, when you visited a store for assistance, you learned that your account was already active and the due date was set for the 15th of the month. You requested the due date be reset to the 2nd day of the month.
Unfortunately, this is not a functionality of the system and cannot be done. Please understand that your due date will change based on the day you make your payment, which starts your 30-day service cycle.
We apologize for the inconvenience this has caused.
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:05/02/2025
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.
Made a church conference call and had no idea this was not allowed. My phone was restricted and service suspended. I paid 2 months and did not have any service. I transferred my number, but was told the phone was locked by BOOST. I contacted BOOST and gave them all the information for credit verification. They told me I had to wait because the computer wouldnt allow them to move forward. All the questions were answered correctly. I just want my money for 2 months and my phone number unlocked. BOOST is holding my number hostage and this is their practice to keep customers from leaving. Please help me!Business Response
Date: 05/19/2025
May 17, 2025
Mr. *** ****
****************
********, MS **************************************************************************** BBB Complaint #********
************ -************
Dear Mr. *************** May 5, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You said your phone service was restricted and suspended, and you paid for two months. You also transferred your phone number to another provider, but your phone is still locked by us. In addition,you indicated that you were unable to verify the account. You requested your phone be unlocked and to receive a refund for the last two months.
My attempts to contact you at ************** and ************* on May 10 and 17, 2025, were unsuccessful, but I left a message each time. I also sent an email to *********************** with a request that you contact me.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy,please visit *****************************************************************************.
We 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 change 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. Please note that this has no effect on your service.
Our records show the phone number ending in 9485 was ported to a new provider on March 23, 2025, and a refund of $35.00 issued on March 19, 2025. The device associated with this phone number has been unlocked;when prompted to do so, please enter code 26361798.
We apologize for any inconvenience this may have caused.
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: 05/20/2025
Complaint: 23280106
I am rejecting this response because: we have not received the refund for paying $35 each month for 2 months without service.$70. Send a check. Your attempts to reach us were not unsuccessful, because we spoke on Saturday, May 10, 2025. At that time you explained the phone was unlocked, but might not work with another carrier- hence having to purchase another phone.Thanks for unlocking the phone so my mother can continue to have her church conference calls- which was the violation. This is absurd when a policy violation is participating in a conference call for church. One would think you have a phone to make calls and talk.
Sincerely,
*** ****Business Response
Date: 06/02/2025
May 28, 2025
Ms.*** ****
****************
********,MS 39701
Re: BBB Complaint #********
************ - *************
Dear Ms. *************** May 28, 2025, we received your rebuttal, dated May 28, 2025, filed with the Better Business Bureau.
You disputed my response because you did not receive a refund for a total of $70.00 for the two months you were without service. You also disputed your line being suspended for conference calls.
Our records show your line was canceled in March 2025, so you received service up until then and the correct amount of $35.00 was refunded on March 19, 2025. No additional refund is warranted.
The Boost Mobile terms conditions clearly state that your account is for personal use only and you cannot use it for commercial purposes like telemarketing,autodialing, or monitoring. You cannot share your service or hotspot with the public, do any traffic pumping, tethering or in any way allow your device to connect to a never-ending call or data use session. Your account was suspended due to traffic pumping, which you were warned of on February 11, 2025, since the activity continued.
Using our judgment alone, if we believe that you are violating these rules (including, without limitation, excessive use of data or network resources),the terms and conditions or that you are using the services in a way that negatively affects us, our customers, network, property, reputation, or services,we can immediately suspend or terminate your account without notice. You are responsible for any violation of these rules, even if done by others.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
****** ********Customer Answer
Date: 06/04/2025
Better Business Bureau:
Thanks for your help in resolving this matter. Contacted supervisor to work directly in a resolution in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ****Initial Complaint
Date:05/02/2025
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.
On Wednesday, April 3oth, my husband (***** *******) entered the Boost Mobile store at ************************************. He purchased a new iPhone and asked the attendant, who identified himself as the store's owner, for help transferring his number to his new phone. He hasnt been able to call or receive calls from his phone number since. Further, when we called Boost Mobile customer service, we were advised that a request to change phone numbers had been submitted and that our phone number could not be restored. Our number was changed without our knowledge or consent. This leaves our business, Leonards Heating and Cooling, unable to take calls from our customers at the start of the most lucrative time of the year for our company. The phone number is prominently featured on our website and our work trucks. Having all the trucks rewrapped to correct the phone number will cost thousands of dollars. Boost Mobiles behavior is irresponsible and unprofessional in this matter. date of transaction: Wednesday, April ******* amount paid: husband purchased a new iphone for approximately $500 did the store try to resolve: I returned to the store within an hour of the purchase to ask the attendant to help fix the phone. She was unable to, and she failed to advise us that our number had been changed. My husband returned to the store the following morning (Thursday, May 1, 2025) and requested assistance again. The same store owner told him his phone would start working in 72 hours. We called the Boost corporate customer service number that evening. We spoke with a representative named ******. She is the one who informed us that a request has been made to change our number and there is no way to get the number back. She documented our complaints and gave us the complaint ID number *******. She declined to provide any further information about whom I can call or email to follow up.Business Response
Date: 05/16/2025
May 7, 2025
Ms.***** *******
***********************************************;
Re: BBB Complaint #********
************ - ************
Dear Ms. ****************** May 2, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You said that you went to a Boost Mobile retail store to purchase a new device and port a phone number to our network. The store employee changed your phone number without authorization, and you have been unable to correct this or get your service to function.
A review of your account reveals that your phone number ending in 6338 has been restored and reflects usage. We regret any delay 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
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********Initial Complaint
Date:05/02/2025
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.
May 1st. I paid the business $10. The business was supposed to set up a line for my smartwatch. Instead I was told that I needed a new eSIM to set up my smartwatch and then was told to delete my eSIM from my phone and that they would send me a new one (I presumed over email) and now they wont verify my account because I cant receive the 6 digit pin sent to my phone number because I was instructed to delete the eSIM from my phone. Ive called at least *************************************************************************** but I keep getting forwarded to their verification team who wont answer the phone. I cant even access my bank account because I need a text sent to my phone number to log in. I feel that they have not tried to fix the problem. I have asked to speak with a supervisor and they wont speak with me unless Im verified. I tried offering up my social security to verify but the verification team has to verify. Ive been told there is not gonna be any wait for verification just to wait for 15 minutes and be told by the system that the verification team is too busy right now. Call again tomorrow. Are you kidding me. How long do they expect me to go without a phone?Business Response
Date: 05/16/2025
May 12, 2025
Mr. ***** *******
************************
******************************************; 94108
Re: BBB Complaint #********
************ -************
Dear Mr. ****************** May 5, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You stated that you were experiencing problems when you attempted to activate an eSim for your smartwatch. You requested your service be restored.
On May 6, 2025, you spoke with customer care and they were able to restore your service, and you agreed to delay your smartwatch activation for another time. I called and left a voicemail in an attempt to confirm your service is working as expected. Should you have any further concerns about this issue, you can reach me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
****** ********Initial Complaint
Date:05/02/2025
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.
As many people I have run into hard times. I have lost my home and job within the last few months. I have been a customer of ********************** for several years. I called yesterday and requested to downgrade my service plan to a cheaper option. The call was recorded. I spoke with a man and told him my issues. He helped me throughout the process of changing the plan and also updating my payment method. I told him that I did not currently have the money but I was working on it. The man helped me to do so and after he added the new card he stated that I did not owe any money. I asked several times so I that I I was not mistaken, I even asked that I did not owe money until JUNE. He said I did not. After inquiring several times and getting off the phone. I went along with my day and spent the money I was going to use for the phone bill. Now lo and behold I dont have service. I called today, another man stated I did not owe money to change my plan but I did owe for the month. I am out of a phone. I am livid and my job requires a phone so I cannot even do it to make the money. I want this resolved. I have been a loyal customer for a while now. They can give me a month free for the grief and language barrier. I do not have access to an account number due to my account is being set up??? I will provide a screenshot. My phone number is **************. And it is in my name.Business Response
Date: 05/28/2025
May 23, 2025
Ms. ******* ******
*****************
******************
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You said that you called in to change your plan to a lower-priced tier. When you asked the representative if you owed anything before June, you were told no; however,you lost service. When you spoke to another agent, you were told you did not owe for the plan change, but still needed to pay your bill.
As a courtesy, I applied a one-time credit for one month of service to your account;we apologize for the misunderstanding.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will, however, be in the market for a different carrier. I am ready to have company that takes care of their customers, especially long, reliable customers.
Sincerely,
******* ******Initial Complaint
Date:05/02/2025
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.
May ****** overcharged at Boost Mobile for the amount of $149.00 I did not receive phone service for the previous month but in order to get my phones reinstated I was forced to pay two months service. I want a refund for the month I had no service.Business Response
Date: 05/28/2025
May 23, 2025
Ms. ****** *******
***************
******************
Re: BBB Complaint #********
************ - ************
Dear Ms. ****************** May 5, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You said that you did not have service for the previous month, but you were forced to pay for two months to restore it. You indicated that you were overcharged $149.00 and you request a refund for the month you did not have service.
Our records show that you made two payments on May 2, 2025; however, this is because no payment was made in March or April 2025. Since you have a postpaid account, this is the reason you did not have service and you were charged for two months.Your refund request is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/02/2025
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 purchased a phone for my father. He lost it. I can only cancel the service by receiving a code to the phone (it is lost), or by giving them my SS number (which is private information).Business Response
Date: 05/16/2025
May 7, 2025
Mr. ******* *******
******************************************************;
Re: BBB Complaint #********
************** - ************
Dear Mr. ****************** May 5, 2025, we received your complaint, dated May 2, 2025,filed with the Better Business Bureau.
You said that you lost your device and you would like to cancel your account; however, you are unwilling to participate in the verification process.
My attempts to reach you by phone on May 6 and 7, 2025, were unsuccessful;however, I left a voice message each time.
We offer an alternative method of verifying a customer's identity when they do not have a device to receive the verification code. Questions are generated from the customers credit report, and they would need to be answered correctly to gain access to the account. Please contact me directly at ************* for further assistance.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:05/02/2025
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.
After losing my phone on April 17, 2025, I ended up purchasing a phone from ******** as a replacement phone. I was verified by Boost Mobile ************* line, and the agent sent me a new *** card. The *** card that came with the phone was Boost-AT&T, and my phone could only work with a Boost-TMobile *** card. After receiving the *** card, I called back to Boost Mobile ************* line and I could not be verified by their Consumer Protection Specialist. I explained that since I lost the phone, that I could not receive the code sent to my phone at ************. I waited several days and still could not get verified. When I called today, I provided a front and back photo of my Driver's License, and still failed the verification. I am just trying to get my phone activated under the new *** card, and I keep receiving roadblocks with this company. I would like to be able to finish and resolve this matter.Business Response
Date: 05/29/2025
May 27, 2025
Ms. ******** ******
*********************** B
*******, IL 60438
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** May 6, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You said that you lost your phone and replaced it with a phone you purchased at *******, but you had issues activating the *** card because you could not be verified as the account owner. You requested assistance in completing the process.
Our records indicate the phone has been activated; however, the account is now suspended due to nonpayment. As a courtesy, I applied a credit for one month of service to it.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:05/02/2025
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 is refusing to unlock my iPhone after I paid for it cash ! Im not happy with their service so Im trying to move to T-Mobile which I have already paid for an E-SIM card ($85) which is useless now because boost mobile is refusing to let me do what I want with my propertyBusiness Response
Date: 05/28/2025
May 21, 2025
Mr. **** *******
******************************************************************************************
Re: BBB Complaint #********
************** - ************
Dear Mr. ****************** May 5, 2025, we received your complaint, dated May ******, filed with the Better Business Bureau.
You stated that we are refusing to unlock your device, even though you paid it off completely. You also said you are unable to activate the eSIM you purchased from T-Mobile.
When you activated your account, you received a promotional offer for an iPhone 13 reducing the cost to $99.00 from the Manufacturer Suggested Retail Price (****) of $629.99. The terms of this offer require you to subscribe to our Unlimited Premium plan ($60.00), and the phone will be eligible for unlocking after 12 months of service or if the difference between your price and the **** is paid.
Please note that the device will not be able to accept an eSIM from another carrier until the terms are met; once they are, the phone will be eligible for unlocking.
We regret any inconvenience this may have caused.
Sincerely,
***** *****
Manager - Retention Operations
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
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