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Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4,954 total complaints in the last 3 years.
    • 1,527 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint type

    • Initial Complaint

      Date:09/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchas** an iphone for $50 and a $40 plan. It was a promotion being run by Boost Mobile. Upon receipt I follow** the instructions to port my old phone number from Total Wireless. The process fail** so I agre** to just get a new number. Because the porting fail** they clos** the account I had set up for the new phone. They then said because the account was clos** that that the $40 service plan was not valid. I had to buy a new service plan and they would refund the one I previously purchas** with the phone. They then said to try the activation process again and while activating to add a new service plan. I tri** to activate and the error message I kept receiving was that the device was not compatible with the Boost network. How is that possible? It is a BOOST phone!! Then I call** customer service for the 6th time and ask** them to please activate. They also told me the phone was not compatible with their network. They did not seem to comprehend no matter how any time I told them that I purchas** the phone through Boost. I was forc** to purchase a phone through another carrier as my phone is ne** ** for work. I now just want to return the phone and be reimburs** but now they say the account is clos** and cannot be refund**. i tri** to go to the Boost store but they said they cannot help because the promotion I purchas** is only servic** through their customer service department and not any of the Boost stores. This is my far the worst customer service experience I have had.

      Business Response

      Date: 10/17/2022

      October 17, 2022



      *************************************
      409 ********.
      *********, ** 30253

      Re:          BBB Complaint #********
                      ************

      Dear ********************:

      On September 20, 2022, we received your complaint, dated September 19, 2022, filed with the Better Business Bureau.

      You said you purchased a phone for $50.00 and a service plan for $40.00, but you were unable to activate the service. You stated that during the process you received an error that the phone was not compatible, even though you purchased the phone through Boost Mobile. You requested to return the phone for a refund, but you were told you were outside of the return window. You expressed dissatisfaction with the customer service you received while you were attempting to resolve the issue.

      Our Boost Mobile Terms and Conditions disclose that new Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a refund.

      When I spoke with you by phone on October 12, 2022, I advised you that a refund of $41.80 was requested since the service was never activated. Please allow up to ten business days for processing.

      I also offered to unlock the phone you purchased or to have you return it for a refund. You opted to have the phone unlocked. Please allow 24 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted, or ensure the phone is connected to Wi-Fi.

      Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it.Additionally, unlocking a device may enable some functionality of the device,but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

      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: Sunday-Thursday, 6:30 am 3:00 pm MT
      **************

      cc:           ****** /******* Better Business Bureau
                      *******************************., #***
                      ******,** 80210

                      *********************

    Boost Mobile is NOT a BBB Accredited Business.

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