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
- 5,002 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:10/29/2022
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 had an account with Boost Mobile and the phone was reported stolen. Metro PC allowed the person that stole the phone to port the number to them giving him access to all of my banking and social media accounts through the 2 verification method. This is a person that I have a protection order against and has a warrent out for his arrest for the crimes he committed against me. I realized it immediately and called Metro PC and Boost. Boost Mobile called Metro PC and verified with them that this was my number and it was fraudulently ported and I did not authorize it. Metro PC refused to help. They actually told Boost to email them. I have a protection order and police reports, and Metro just wants the $30.00 account so they will not help. Boost and myself explained to the representative and his supervisor the serious and danger of him having access to my personal and financial accounts but they still refused to help. The number is **************.You are aiding and abetting a criminal and victimizing the victim again.Business Response
Date: 11/15/2022
November 11, 2022
Ms. ***************************
2307 **********.
***********, ** 32405
Re: BBB Complaint #********
********* - ************
Dear ************************:
On November 9, 2022, we received your complaint, dated November 4, 2022, filed with the Better Business Bureau.
You stated that your phone was stolen and Metro PCS allowed your number to be ported out of the Boost Mobile network without your authorization. You requested that this phone number be released by Metro PCS and ported back to Boost Mobile.
If you are unable to port your phone number back to Boost Mobile, please contact Metro PCS directly for assistance. 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
**************
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/28/2022
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 went into the boost mobile store today to purchase a plan and phone. I wanted my old phone number to transfer over, the guy behind the counter called my old provider and got all the information he needed. I waited for over an hour for him to tell me that my phone won't work but I had to pay for it. I couldn't believe it, why would I pay for something that didn't work. I tried leaving, and he wouldn't let me leave unless I gave him money. He took $25 from me for nothing, I have no phone or service. This is unbelievableBusiness Response
Date: 11/30/2022
November 30, 2022
Ms. ******** English
12801 *********************.
*******, ** 90650
Re: BBB Complaint # ********
************
Dear Ms. ****************** November 4, 2022, we received your complaint, dated October 27, 2022, filed with the Better Business Bureau.
You stated that you attempted to activate your phone at a Boost Mobile store, but the phone would not work. You indicated that you were charged $25.00 for the phone activation. You requested that the charge be refunded.
I attempted to contact you by phone at ************** on November 29 and 30, 2022, but was unable to reach you. I was able to leave a voicemail. I also sent an email to ********************* requesting that you contact me.
Please be advised that all Boost Mobile stores are independently owned and operated. These stores are also permitted to charge an activation fee and determine their own refund/return policies. Please contact the store directly regarding your refund request.
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:10/28/2022
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.
On 10/19/2022, I contacted Boost mobile via chat regarding my cellular connection. I was affected by Hurricane ***, however I assumed it was just my phone not working properly. I have not able to hear callers and callers cannot hear me. I have to travel **** miles out for my connection to semi work. I have been using the wifi in my home. Almost every agent I spoke with have said tower upgrade and to give it ***** hrs to work. It is still not working and has not been since the hurricane. Luckily, one of the tech agents let me know that its essentially issues in my area with all of the towers and that the engineers would need to fix it. I appreciate the honesty because I have been given the run around and even told that it was my SIM card. Today, 10/28/2022 I spoke with three agents, and I dont even know if I want to continue using you all. I asked to be transferred to a supervisor because I have been VERY patient, only for ***** to take the call and show ZERO compassion, sympathy, and immediately went into what he couldnt do. The calls are monitored and recorded so I would like for you all to take a listen. The chat transcripts should also show the troubleshooting I have done and still no luck. I was offered compensation of $16 and some change for a service that has not been working and still isnt. I have 1 bar as I am typing this and using the wifi in my home. I am so disappointed in not only the service with the phone but the customer service because its not even just about the money but the fact that I am a customer and felt belittled and not valued at all. I asked for the month to be waived and he said I missed the time frame and this is all that can be done. I understand this job as a supervisor can be draining but you must show compassion with each customer, especially those that just went through a natural disaster. I dont know if you all think everyone just wants free service but treating customers like this will only tank the business.Business Response
Date: 11/18/2022
November 16, 2022
***************************
2318 ***********.
******, ** 32703
Re: BBB Complaint #********
************ - ************
Dear ******************:
On October 31, 2022, we received your complaint, dated October 28, 2022, filed with the Better Business Bureau.
You said that you are experiencing issues with your device following Hurricane ***. You also stated that you received conflicting information regarding the cause, as you were told it was due to a tower. In addition, you mentioned your overall customer service experience. You requested a credit.
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. While a ticket was opened for a nearby tower on October 28, 2022, it is non-service impacting;therefore, additional troubleshooting would be needed to identify the cause of these technical issues you are experiencing.
When I spoke with you by phone on November 15, 2022, you informed me that your service is now working normally. As a courtesy, I applied a credit of $50.00 to your account for one month of service.
We strive to provide excellent customer service and we regret that your experience was dissatisfactory.
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
*********************Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On my phine all day long medical personel monitoring my po ersonsl ***** calls interrupting my personal life. Watching waiting to attack me everyday for last ************************** kennerblouisana they b waited till I was asleep stole **** now happenning again they call then put medical drug sting line on my phine crack heads mental health c*** my hime is destroyed from this I have to sleep in my car for safety. They just went in while asleep stole all my irs papers file things as g a inst me for money I don't have I would like all my money b returned and new phine service elsewhere someone is on phine all day they stole all my equifax experian transunion passwords loginsBusiness Response
Date: 11/07/2022
November 3, 2022
*********************
PO Box 2413
******, ** 70063
Re: BBB Complaint #********
********* - ************
Dear **************:
On October 31, 2022, we received your complaint, dated October 27, 2022, filed with the Better Business Bureau.
You expressed concern with recent theft of personal property and information. You also expressed concern about seeking assistance with the situation.
Per our conversation today, you are working with the police,a lawyer, and your family on this matter. You said you already have plans to change your number and/or physical phone, but you may need more time to pay your phone bill. Your account does not have a traditional late fee if it is not paid on time. As Boost Mobile is a prepaid service, if you do not pay next months bill on or before the due date, your ability to make outbound calls is interrupted, and you will have 60 days to make your monthly payment and have your service restored. Additionally, if you feel the need to change your personal number for safety, you can do so by logging into boostmobile.com and going to My Boost Device and then Change My Phone Number.
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 5:00 pm, MON FRI
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Customer Answer
Date: 11/07/2022
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:10/27/2022
Type:Customer Service IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I'm not happy with the service I have received from your company. Recently I have had several dropped calls. Is there a way to correct this? I spoke to a customer service person and they took too long to resolve the problem. I'm never really happy with the customer service via phone or chat so I assume it's something you need to change.Sincerely, *****************************Business Response
Date: 11/18/2022
November 18, 2022
*********************************
9707 ***********.
**********, ** 15235
Re: BBB Complaint #********
********* - ************
Dear ******************:
On October 31, 2022, we received your complaint, dated October 28, 2022, filed with the Better Business Bureau.
You stated that you are not happy with your Boost Mobile service. You said you have recently had dropped calls and could not resolve the issue with customer service.
When we spoke on November 18, 2022, I explained that it would be best to troubleshoot the issues as they are occurring. I advised you to try to call in on another device to allow for full troubleshooting and to hopefully resolve the issue.
In the interest of customer service, I issued a $10.00 credit to your Boost Mobile account.
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 Escalations Team
Boost Mobile
Hours: Mon Fri, 8:00 am to 4:30 pm MT
**************
***************************************************************** /******* Better Business Bureau
*******************************., #***
******,** 80210
*****************************Customer Answer
Date: 11/18/2022
Thank You.Initial Complaint
Date:10/27/2022
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.
10/18/22 The manager is in charge of two stores, one on Main Street and one on South ***** Rivers Road in **********.I purchased the phone on the 18th in the store located on ***********************, i thought that the phone was new, but instead they gave me a refurbished phone( I didn't check the box until the next day) and the next day went to complain in the evening. Then *****, who informed me that the volume wasn't working properly, called the other guy and told him to tell me to come back on Friday (the manager was away). On Friday, 10/21/22, I went to the same store, but the manager wasn't there. The man advised me to visit the other store at *************************************************************. I spoke to the manager, and he repeatedly told me that the phone volume and speaker were working perfectly. I requested an exchange, and he told me no, that the phone was okay. He repeatedly told me that the phone was okay. The same day I took the phone in for repair, the technicians at Battery Plus informed me that the phone wasn't brand new and that the volume was low. They suggested I contact Boost Corporates, which I did (I complained to the manager who manages the stores). **************** put me in contact with *********** and customer service from ********** scheduled a time in ********* on 10/23/22 at 12:20pm. When I took the phone to Best Buy, after running a diagnostic test on the phone, they informed me that the speaker and screen connected to this one needed to be replaced. I have to pay $210.94 to repair it. Even after replacing the speaker, there were some more issues with the phone.Business Response
Date: 11/30/2022
November 30, 2022
*********************************
3066 ************.
********, ** 47630
Re: BBB Complaint # ********
************
Dear ****************:
On November 4, 2022, we received your complaint, dated October 27, 2022, filed with the Better Business Bureau.
You stated that you purchased a device from a ******************** store, but realized that the device was refurbished. You indicated that although you took the device back to the store, they would not accept a return. You requested a refund for the phone plus an additional $210.94 for third-party repairs to the device.
I attempted to contact you by phone at ************** on November 29 and 30, 2022, but was unable to reach you. I was also unable to leave a voicemail. I sent an email to ******************** and requested that you contact me.
Please be advised that all Boost Mobile stores are independently owned and operated. As such, each store is permitted to set their own return and exchange policies. Additionally, each store maintains its own device inventory. We are unable to provide a refund for the phone and suggest that you contact the store directly for issues regarding their policies.
As outlined on our website, pre-owned phones are tested for functionality and gently cleansed. These devices may have visible usage wear and tear. All pre-owned devices are sold with a 90-day limited warranty. This limited warranty is not an insurance policy, nor does it cover repairs, lost or stolen phones, accident or abuse, or cracked screens. Any device issue that needs to be addressed outside of the seven-day satisfaction guarantee period must be done through the warranty provider, Likewize, under provisions of the limited warranty. As repairs were made to your device by a third-party, we are unable to provide you with the requested refund of $210.94.
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 MST
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:10/27/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a free service in September because I was a part of a government phone plan and I received confirmations to my phone as shown in the screenshot on the 13th of September of last month that I will be charging $0 and that he was confirmed on the 23rd of September and afterwards when I checked my app they said that I needed to pay $30 for the month of October all the 23rd and I made that payment to my Boost account on September 26th and they took the 34 September *************************** was obviously free and now everybody's giving me to run around and want me to pay extra money for service I already paid for and they won't fix it and it's shown in the screenshots what I've just said and I should not have paid for September and this is a fault on their end not mine and my next payment should not have been until NovemberBusiness Response
Date: 11/14/2022
November 11, 2022
**********************
3914 *****************
*******,** 39212
Re: BBB Complaint #********
********* - ************
Dear **************:
On October 31, 2022, we received your complaint, dated October 27, 2022, filed with the Better Business Bureau.
You stated that you received confirmation on September 13, 2022, that you would be charged $0.00 for the month of September, due to being on a government phone plan. You said that on September 26, 2022, you added funds to your account to be used for the October payment; however, the payment was applied to September.You said you contacted customer services serval times regarding this, but they were unable to resolve the issue. You requested a billing adjustment.
In our email correspondence, I advised you that you would have been charged $0.00 for the period of September 24, 2022, through October 24, 2022, had you not been de-enrolled from the Affordable Connectivity Program (***) on September 26, 2022. This prompted the system to use the $30.00 you had on the account as payment for this timeframe, and it made it so your next payment would have been due on October 25, 2022. When the system could not successfully charge your card, the phone line was suspended for nonpayment.
In the interest of customer service, I applied a credit to your account to restore your service. Your next payment date will be on December 10, 2022.
I advised you that if you feel you were de-enrolled from the *** in error, you would need to visit a store near you to reapply for the benefit.
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 Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
*************
cc: ****** / ******* Better Business Bureau
********************************************************************************************************************************************************* 80210
*********************Customer Answer
Date: 11/14/2022
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:10/27/2022
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.
Never received a refund it has been 2 months since I placed the order of almost $90Business Response
Date: 11/21/2022
November 21, 2022
********************************
9726 ************.
*******,** 77041
Re: BBB Complaint #********
************
Dear ****************:
On October 27, 2022, we received your complaint, dated October 27, 2022, filed with the Better Business Bureau.
You said you have not received a refund for nearly $90.00.
When we spoke on November 21, 2022, you said you received a notification that the phone you ordered was delivered to your residence. However, when you went to retrieve it form your front porch, there was nothing there; therefore, you did not finish opening your Boost Mobile account. This is what prompted you to file complaints with the BBB and USPS.
I agreed to issue the refund and instructed you to contact me if you do not receive it within three weeks.
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
*****************************
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