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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

    • 5,032 total complaints in the last 3 years.
    • 1,492 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      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.
      On September 30 I purchased a phone with activation from boost mobile store at w63 st I had service all of Oct till the end of Oct my service was suspended for payment, my uncle paid the bill over the phone with his credit card and now they tell me that I didn't pay for service for Oct and they are putting my November payment of $60 for October, and if I want service for November I will have to pay another $60, Now they denied my service, because they said they don't see my payment it's on the credit card and I still have the Thank You for payment text they sent me at November 2, at 12:44am, could some one please help me?, I am 64yrs old and I need my phone. Thank You

      Business Response

      Date: 12/13/2022

      December 13, 2022



      *****************************
      6131 ****************
      *******, ** 60621

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

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

      On November 17, 2022, we received your complaint, dated November 17, 2022, filed with the Better Business Bureau.

      You stated that you purchased a phone from a Boost Mobile retail store in October 2022 and you had active service through the end of that month. You said that we indicated you did not pay for October 2022 and applied your November 2022 payment towards the previous months bill.

      My attempts to contact you at ************** on December 12 and 13, 2022, were unsuccessful, but I left a voice message with my contact information.

      I was unable to find an account with the information provided. I will need additional information to find your account in order to address your concerns.

      If there are further questions or concerns about this issue,please feel free to contact me at **************.

      Sincerely,



      ***************************
      Corporate Case Manager
      Executive Escalations Team
      Boost Mobile
      Hours: Mon-Fri 8:00 am to 4:30 pm MT
      **************

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

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

    • Initial Complaint

      Date:11/10/2022

      Type:Billing Issues
      Status:
      Resolved
      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 made a payment to boost mobile for my monthly service on Oct 28. It shows that it came out of my bank account on Oct 30th. My bill is due 10th. When looking at my account it shows I didn't make a payment and that they took the $50 and then charged me another $50 on November 3rd. I spoke to a representative through chat feature on Nov 8th who assured me it was being escalated because they could see the payment was made but not where it went and to call back in 24 hours. I called back and spoke to another agent who said the same thing and was sent to a 3rd agent who said I was reading it wrong and assured me my payment was made and laughed at me when I said it doesn't show paid. Today November tenth my phone is no longer active and says I must pay to restore service. I want to know where my money went and why I have no service when I paid.

      Business Response

      Date: 12/07/2022

      December 6, 2022



      *******************************
      8530 **********.
      *******, ** 49012

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

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

      On November 14, 2022, we received your complaint, dated November 10, 2022, filed with the Better Business Bureau.

      You stated that you made a payment to Boost Mobile on October 30, 2022, but the payment was not applied to your account. As a result,Boost Mobile collected a payment of $50.00 on November 3, 2022. You also indicated that your concerns were not resolved when you contacted Boost Mobile via chat.

      When we spoke by phone on December 6, 2022, I explained that your account was in the middle of migrating into our new Boost Mobile system and this caused the billing issues you experienced. I submitted a request to refund the $50.00 payment received on November 3, 2022. Please allow seven to ten 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 Escalations Team
      Boost Mobile
      Hours: Monday Friday, 8:00 am to 4:30 pm MT
      **************

      ***************************************************************** /******* Better Business Bureau
                      **************************************
                      ******,** 80210

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

      Customer Answer

      Date: 12/07/2022

       
      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:11/09/2022

      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 purchased an unlocked IPHONE X yesterday at 12:14pm - November 8, 2022. I was NOT advised before the purchase that the manager of the store has a decided to make a NO REFUND policy. When I decided to return the phone, she refused my purchase receipt. She refused to allow me to return the device. I am disputing the no refund policy of this manager. She informed me that she is the owner of the store. And she does not have to comply with a Boost Mobile regulation regarding refunds to consumers.

      Business Response

      Date: 11/14/2022

      November 10, 2022



      **** Stone
      245 **********., Unit I15
      *********, ** 06795

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

      Dear Mali Stone:

      On November 9, 2022, we received your complaint, dated November 9, 2022, filed with the Better Business Bureau.

      You stated that you purchased a phone at a Boost Mobile retail location. You said you attempted to return the device, but you were advised that the store has a no-refunds policy.

      Please be advised that all Boost Mobile retail locations are independently owned and operated. This permits each store to set its own refund and exchange policies. We regret any inconvenience this may have caused.

      Please address any further issues related to store policies directly to the retail location in question.

      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:11/08/2022

      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.
      Nov 1st I went to Boost Mobile - and I ended up there for 4 hours trying to get a phone. I paid my $120 and all they had were nothing but junk phones and did not have any other for sale. They said I had to come back in again on Saturday. Well I did go back on Saturday and I did not get any phone or my $120 refunded to me AND they wanted me to pay an extra $75. I said no and I wanted my money back and was told that was against their rules. I want my money back because they forced me to go somewhere else to buy a phone that worked. I do not want their phones that do not work and pay for their services when they did not have a phone for me to get with my payment that I had already made. I want my money back now - $120.

      Business Response

      Date: 12/02/2022

      November 29, 2022



      ********************************
      10 W. Walnut St.
      Mount Vernon, OH 43050

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

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

      On November 9, 2022, we received your complaint, dated November 8, 2022, filed with the Better Business Bureau.

      You stated that you paid $120.00 for a phone, activation,and your first months service; however, the retail location did not have a phone that suited your needs. You requested that we refund the $120.00 that you spent.

      When we spoke by phone today, I advised you that all Boost Mobile retail locations are independently owned and operated. As such, each location maintains their own inventory and return policies. Please contact the retail location in question directly with issues related to these policies.

      I advised you to email a copy of your receipt to ************************* so I can research the issue further.

      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

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

    Boost Mobile is NOT a BBB Accredited Business.

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