Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  957 Memorial BLvd Picayune, MS 39466

• 

  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

• 

  Boost Mobile

  1 SW 107th Ave Unit 3 Miami, FL 33174-1415

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.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  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 cannot help in store. So they send you a phone number to call. Every single time I call, I am connected to ***** with a 45min to 1:30 min wait. All I want to do is cancel a service, and they are purposely making it impossible to contact them so that I cannot cancel my service. It is weaponized incompetence. I am 100% positive this is intentional at this point. They refuse to help unless I can giive them a verification code and yet, they tell me their system for verification codes is down. They just talk in circles the whole time. 25 dollars every single month until I can finally get ahold of someone ANYONE!

  Business Response

  Date: 05/16/2025

  May 12, 2025
  
  
  
  **** *.
  WA 98632
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear **** *.:
  
  On May 2, 2025, we received your complaint, dated May 1, 2025, filed with the Better Business Bureau.
  
  You stated that you want to cancel your service, but you are unable to receive verification codes. You also asked customer care to cancel the service and switch you to a new provider, but you were informed your phone is locked to our network.
  
  I called you at ************** on May 8, 2025, and sent an email to ********************* but I was unable to reach you.
  
  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. For more information, please visit ***********************************************************.
  
  The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock a device. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.Your phone will be eligible to be unlocked on April 25, 2026.
  
  Our records show you were offered a discount on your service for the next three months, but you ended the call before accepting. As a courtesy, I applied a $30.00 credit to your account.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
  ****** ********

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  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 April 2nd I called Boost Mobile and spoke with their representative to order phone service. At the time I did not have a phone but intended to get one and add it to the service plan. I explained this information to the representative. She convinced me to order the service and said I had 30 days to cancel it. The representative never said the plan I ordered didn't qualify for the 30 day money back guarantee. I paid $16.68 and she provided me a reference number and that is the summary of the call that day. Today April 30, I called to attempt to cancel the service and get a refund. The first time I called I spoke with the loyalty department and ultimately the customer service agent was rude and hung up on me. The second time I called I spoke with a supervisor in the loyalty department named **** he told me he was the highest level of customer service and that my plan did not qualify for a refund. He told me I should have read the information on the website. This is puzzling to me as I called to order the service over a phone call with a live representative. I didn't order the service online and no one told me to look online and read any fine print before I ordered the service with the representative over the phone, I trusted what she said was true but she just wanted the sale and lied. Boost Mobile is refusing to refund my payment within the stated guidelines I received over the phone. This company's 30 day money back guarantee program is deceptive and misleading. I am requesting BBB to help mediate this issue with the assistance of the recorded phone call I placed on April 2nd with the live representative and the corporate contacts at Boost Mobile.

  Business Response

  Date: 05/09/2025

  May 2, 2025
  
  
  
  Ms. *** ****
  *********************************
  *************************;
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ************************* 30, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
  
  You said that you agreed to our service with the understanding that you would receive a refund within 30 days if you were not satisfied and canceled. You indicated that you have been told now you do not qualify for a refund due to the package you chose.
  
  When we spoke, I advised you that our 30-day money-back guarantee is offered to new customers who port in a phone number and have autopay. However,a review of your account shows you did not port in a number, which is why you do not qualify for a refund. This has nothing to do with the plan you chose.
  
  In the interest of customer service, I requested a refund of your $16.68 payment; 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:04/30/2025

  Type:Service or Repair Issues
  Status:

  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.

  As of 04/28/2025 I walked into 2 local retail boost mobile stores to get the new promotional phone . I was unable to get it due to unable to verify my account .. I called ****************** customer service the next day which was 04/29/2025where I explained what I was trying to do which was switch my current plan from us cellular to boost mobile and purchase the new promotional iPhone . The *** assisted me . He took my money and insured me everything was fine . I gave him everything he needed . I paid for the new iPhone , fess and services and also paid to have my services transferred. The *** transferred me to the activation dep she told me to call back to give the system some time to update and then I would b able to switch carriers . So I did , I called back today 04/30/2025 to get my phone transferred . Now theyre telling me since I am unable to verify my account with the ************* Im unable to get a refund , my phone or my phone transferred . I called multiple of times after they have been rude , keep hanging up or putting me on long hold times . I spoke with multiple of supervisors they also stated I cant get my money back or move forward to to try back in 24 hrs to verify my account when I have already dont have numerous of times for the last 2/3 days

  Business Response

  Date: 05/27/2025

  May 23, 2025
  
  
  
  Ms. ******** *******
  *********************************************************************
  *******************
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear Ms. ****************** May 1, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
  
  You stated that on April 29, 2025, you attempted to switch from US Cellular to Boost Mobile and purchase a promotional iPhone with the assistance of a Boost Mobile representative. Prior to that, you were unable to verify your account at two local retail locations. When you called back on April 30, 2025, to complete the transfer, you were informed that the account verification process had failed again; as a result, you would not be eligible to receive a refund or the device.
  
  During our conversation today, you confirmed that you were ultimately able to activate your service and the issue has been resolved. In the interest of customer service for the inconvenience you experienced during the activation process, I applied a $60.00 credit to your account.
  
  We appreciate your feedback and want to assure you that your concerns have been shared with the appropriate internal teams for review. We strive to provide excellent service and sincerely regret that your experience did not meet those expectations.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ****** ********
  Manager - Retention Operations
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  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 ordered a prepaid card for my parents during their visit in *** and I paid only to the end of March. I got and remindar that I will be charge in April 2025 so I try to login my account and cancel the service. I'm not being able to do so because they asked not only the verification from email but also the phone number which they already threw the sim ******* I called the agent on April ****** to address the issue and get the refund, they refused. Okay then I ask them to terminate and stop my any kind of service. I double check with them, they said yes.But today as April 30 of 2025, I still got an email to get charged in the upcoming May. I called them 2 times again, both of the call are disconnected during the ******* the first call on April 30, 2025, they refer me to loyalty department and disconnected.The second call I just made, this guy was kept telling me they did nothing wrong. And tell me I'm not gonna get charged. The team of Boost Mobile must have trouble to understand customer's request. I request END ALL OF MY SERVICE, and thus I won't get any charge. What you did now, is removing my card in Autopay, but still leave this service and account as alive.What's wrong with you to understand the question? And What makes you being so hard to refuse esclating this service to your tl/supervisor? I kept asking him to address my problem.He told me even though he delete the account for me, I'm still gonna receive this email.Then told me, I will always get an email if Autopay is removed.Can you really read English? I did got an email after the card was removed on Autopay in April 5, I'm saying why I'm getting another payment reminder email as it's April 30! And will I get future email in the months after.***** ******, never ever gonna use this provide again.

  Business Response

  Date: 05/19/2025

  May 16, 2025
  
  
  
  Ms. **** ***
  ****************************
  ****************
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear ************************ 30, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
  
  You said you ordered service and then attempted to cancel. You indicated that you were charged again. You also expressed frustration with the customer service you received.
  
  When we spoke, I confirmed you did not want to keep your phone number, so I canceled your line immediately. You are not on autopay,so you will not be charged any further. Additionally, a refund of $15.00 was issued to the card ending in 3600 on May 14, 2025. Please allow 3-5 business days for processing and delivery.
  
  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 Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 05/19/2025

   
  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:04/30/2025

  Type:Product Issues
  Status:

  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 recently purchased an upgraded phone through financing from boost mobile since ive been a customer of theirs for a few years now i received the phone yesterday and attempted to set it up and activate it the ohone is slow and it was difficult just to set it up so i contacted boost through the app and spoke to ****** he said i could return the phone and that i would receive a return label in my email to send the phone back when i didnt receive it i contacted them back and was told now that it takes 3 days to send an email instructions on how to send this phone back then i contacted someone by phone and was told i have to wait 3 to 5 days to get a box with a shipping label to send this phone back then i spoke to a rude agent who told me i would have to wait for an email and then pay to send the phone back myself they only give you a certsin amount of time to send this back so i feel like im getting the run around it shouldnt be that hard to send a label to my email i print it out and send the phone back i have the box it was sent in i have everything it came with i didnt use the ohone but for an hour pretty much but its too slow and i dont wanna pay for a phone im not happy with id rsther send it back and get something im happy with but i do not like run arounds or being told different stories to keep you from returning a phone its ridiculous and makes very upset

  Business Response

  Date: 05/16/2025

  May 9, 2025
  
  
  
  Ms. ********* *****
  ****************************************
  ***********, ** 27560 
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Ms. **************** May 6, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
  
  You stated that you recently purchased a device, but you were unhappy with it and you were experiencing problems with ************** requested that you be able to return it for a refund, but customer care was unable to process your request.
  
  When we spoke on May 2, 2025, you advised me that since submitting this, customer care was able to help you and you are in the process of returning the device to ********************; therefore, no assistance is needed at this time.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  **** ******
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ***** *****
  

  Customer Answer

  Date: 05/16/2025

   
  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:04/30/2025

  Type:Service or Repair Issues
  Status:

  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 to Boost mobile to switch carriers! Boost changed the area code on my cell phone number, now I cant receive calls, I went Boost mobile and ask them to fix it, I was told I would have to pay a activation fee, I paid the activation fee to switch, I asked why do I have to another activation fee! I was then threatened to be trespassed and call the police! I asked for a refund and then I was told ok Im calling the police! I left the store! I dont have a working cell phone, but I have to pay the bill, that is set up for auto pay! I called Boost mobile and no one seems to care that I can not receive calls, ******* ****** the manager said whats the issue you phone can make calls, just tell everyone you have a new number! I have had this number over 25 years ! I should not be forced into changing my number!

  Business Response

  Date: 05/16/2025

  May 10, 2025
  
  
  
  Mr. **** *******
  2002 *********** **.
  *******, ** 28504 
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear Mr. ****************** May 1, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
  
  You expressed concern that your area code was changed, and now you are not receiving calls. You went back to the store and requested a resolution, but you were informed you were trespassing and they threatened to call the police.
  
  When we spoke, I confirmed your number ending in 3921 with a 301 area code was retrieved and is currently active.
  
  We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation.
  
  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:04/29/2025

  Type:Service or Repair Issues
  Status:

  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 received a text from my current cell phone provider *******, on 4/28/25, stating that my cell account was in the midst of being transferred to another carrier. I called ******* & spent an hour with their fraud specialist, trying to figure out what's going on. I was finally told that I had to come into a ************************* and have them assist. I came to the ******* office & the sales assistant *******, called *******, and helped me them gain access to my account. They said that someone had called in, and attempted to gain access to my cell phone account, but had been denied access, due to the caller not knowing any of the required codes. They assured me that a fraud notice had been placed on my account, and that no credit check or anything was received on my number. On 4/29/25, I received a phone call from an unknown number, and let it go to Voicemail. Someone who did not speak English had said he was following up on the transfer, and wanted to know if I wanted it to happen. I called the number that called me, and found that it was Boost Mobile, and upon speaking with the **************** person, I explained to her what happend, told her that I did not authorize any transfer, and they needed to cancel that request. She told me that she had looked 5 times, and did not see anything in their file for a phone line. I am not sure of anything being positive at this point.

  Business Response

  Date: 05/16/2025

  May 9, 2025
  
  
  
  Mr. ***** *********
  ******************
  ********, NE 68123 
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************************** 30, 2025, we received your complaint, dated April 29, 2025, filed with the Better Business Bureau.
  
  You said you received notification from ******* that your phone number was being ported to a new provider, which you did not authorize. You received a voicemail from us to confirm you are still interested in porting your phone number in. You requested confirmation that your phone number is not being ported to Boost Mobile.
  
  Our records show the port-in request for the phone number ending in 7281 was canceled, and this number will not be ported into Boost Mobile.
  
  Please note, in order to port out your phone number, your port-out information was accessed through *******. Please work with ******* to ensure your phone number is not ported out without your request in the future.
  
  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: 05/17/2025

   
  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:04/29/2025

  Type:Service or Repair Issues
  Status:

  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.

  Three months ago my phone began reading emergency call only no SIM card. I called customer service to be told as an older customer my SIM card had been downgraded and another one needed to be purchased. I have been with the carrier for 7 years and at no time did Boost inform me that my phone was going to stop working. I was assured on both the 6th and again on the 15th of April that a replacement SIM card was being sent. After again reaching out today I was told nothing had been sent and I needed to go to a store to purchase one. Respectfully, I have paid my bill and without notice a nonfunctioning phone is not okay. Case in point, couldn't call for help after breaking down on the road yesterday. As a disabled person with a terminal illness, a phone is a necessity. And this is about no notice, no request for the phone to be nonfunctioning. Have attempted multiple times for a resolution, but this has been going on since February to the end that I have another phone for doctors and emergency calls. I would like to be reimbursed for the months, 3, my phone has been mostly not working. 58$ x 3.

  Business Response

  Date: 05/21/2025

  May 20, 2025
  
  
  
  Ms. ****** ****
  ************
  Accident, MD 21520
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************************* 30, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
  
  You stated that you had a technical issue with the service for three months. You called in and you were told that a new SIM card would be needed, but you did not receive the two replacement SIM cards that were ********** requested a refund of $174.00.
  
  Your first contact with customer care regarding this issue was on April 6, 2025. A SIM card was ordered and a credit of $20.00 per month for three months was applied to your account.
  
  On April 15, 2025, you requested assistance in porting your telephone number to another carrier. The port was completed on May 11, 2025.
  
  No refund is warranted for this issue.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  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 have been a loyal customer of ********************** Infinite under the $65/month iPhone Infinite plan for nearly a year, with the understanding and contractual promise that I would be eligible for a device upgrade after 12 months of continuous payments.However, just one month before my scheduled upgrade, Boost Infinite was bought out by Boost Mobile, and during this transition, my plan was changed without my knowledge or consent. Now, they are telling me that I am no longer eligible for the upgrade I was promised unless I restart the full 12-month cycle under a new plan.I have never switched or authorized a change to my plan. I am demanding proof from Boost that I requested or approved this plan changeand they have provided none, because it simply never happened. I continued paying my $65 monthly fee under the assumption that I was still enrolled in the same plan, and was never notified of any change that would affect my eligibility.This is deceptive and unethical. Either Boost Infinite (now Boost Mobile) must:Honor the original upgrade promise made under the iPhone Infinite plan, or Refund the 12 months of payments I made in good faith toward an agreement they have now voided without justification.This kind of bait-and-switch tactic is unacceptable. I expect a full resolutioneither my upgrade as promised, or my money back.Desired Outcome:I want either my promised phone upgrade to be honored immediately without restarting a 12-month cycle, OR a full refund of the 12 months I paid under the original Infinite iPhone plan.

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  
  
  Ms. ******* ******
  ****************
  *************************;
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear *************************** 29, 2025, we received your complaint, dated April 29, 2025, filed with the Better Business Bureau.
  
  You said that you were a Boost Infinite for iPhone customer for nearly a year, but your plan was changed to the Unlimited Plan when Infinite was moved under Boost Mobile; therefore, you no longer qualify for the upgrade offered under the former plan, as you were told the 12-month requirement would be reset from the migration date. You would like the original upgrade offer honored or a refund for all payments made in the past year.
  
  The decision to move the Infinite brand under the Boost Mobile umbrella was a corporate one and did not affect any plan offered by either brand at that time. Our records show you called on February 8, 2025, to port your number out to another carrier. You called back on February 17, 2025, to port the number back. Because of this porting out and back in of your phone number, you violated the terms of the plan and therefore, the 12-month qualifying period reset.
  
  Your request to honor the original upgrade offer is denied.Please also note that the funds paid during the period prior to the port-out were used for services rendered and cannot be refunded.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  

  Customer Answer

  Date: 05/22/2025

  I am rejecting the response provided by Boost Mobile, as it fails to address the core issue and instead deflects responsibility for their actions.

   

  For clarity: I left our shared account in February after being explicitly told that I would not be eligible for the phone upgrade I was due in Marcha decision based entirely on the information Boost Mobile provided.

   

  However, the complaint is not about my line. It concerns my husbands line, which has remained active on the account. He has continued to pay under the understanding that the original plan termsincluding upgrade eligibilitywere still in place. At no point were we informed of any plan change. There was no email, no phone call, no text message, no mailed noticeabsolutely no communication whatsoever.

   

  Now, Boost Mobile is claiming that he must wait 36 more months before he is eligible to upgradeas if the original timeline has been reset without warning or consent. This is not only unacceptable, it appears to be a deceptive and unfair business practice, particularly given the complete lack of notice or approval.

   

  Furthermore, I have recorded phone conversations with Boost Mobile representatives confirming the original plan terms and eligibility, which directly contradict their current position.

   

  We are requesting that Boost Mobile:

   

  Restore the original upgrade eligibility for my husbands active line.

   

  Provide a full explanation and documentation of when, how, and why the plan was changed.

   

  Accept responsibility for making changes without customer knowledge or consent.

   

   

  If this issue is not resolved properly and promptly, we are prepared to pursue further legal action and escalate this complaint through all available regulatory channels, including the FCC.

   

  Sincerely,

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

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  
  Ms. ******* ******
  ****************
  *************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear Ms. ***************** May 29, 2025, we received your rebuttal, dated May 29, 2025, filed with the Better Business Bureau.
  
  You disputed my response because you said it fails to address the core issue and deflects responsibility. You also said that you left the shared account in February 2025 because you were told by a representative you would not be eligible for the upgrade. You added that the complaint is not about your line, but your husbands, which has maintained uninterrupted service.
  
  After further review, when your line was ported back into the account, the old number was not and a new number generated. Because of this, it was classified as a Bring Your Own Device (BYOD) account, which does not qualify for the Infinite plan. Please note: this affected both lines. Nevertheless, we requested an exception be made to have both lines reinstated on the Infinite for iPhone plan and to allow for the annual upgrade; however, we make no assurances or guarantees this can be done.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************;
                  ******,** 80210
  
                  ****** ********
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23264830
  
  I am rejecting this response because:

  No this absolutely did not happen.

   

  My husbands number never left the account. Someone on your team changed our plan without our consent and did so less than a month before he was eligible for an upgrade. When I called to address this, I was told there was nothing that could be done and that he'd now need to complete 36 months before anything could be changed.

   

  This wasnt a customer decision it was entirely on your side, and now were being held to terms we never agreed to?

   

  Please explain how this is acceptable, and more importantly, how its going to be corrected?

   

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  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.

  We switched from T-mobile to Boost-mobile, huge mistake, I was lied to numerous times by ******* ******, stating, I had an attitude because I couldn't call my son, this a such horrible lie because my son passe away 21 years ago,( the first time there was problem) she also stated that T-mobile didn't switch the number from 301 to 304 area code, we were on the phone with T-mobile activation department, and they instated Boost sale associate, improperly logged the area code, ******* ****** attitude went *****, I stated I want my husband number fixed because you made they mistake, ******* threatened me with I can refuse your service and have you removed from the store and you won't get any money back. I left the store I went outside because I see she was going to call the police and keep our money! I was upset because Saturday when we came to switch to Boost, this same lady was joking and smiling looking at my pups on my phone, and now because you made a mistake, and because I'm upset because this is the third time we had to come back, because your inadequacy now, you want to refuse service because I state this is ridiculous that I have to keep coming up, and you said Saturday don't worry it will fix itself in a few hours, what a power trip! my husband eventually came out and said it's still 304 instead of 301. He said ******* said call T-mobile again.I asked them to call the general manager Paco, and ******* said he didn't answer, and would not give me the number, We explained Saturday that the phone number was displaying a different area code, ******* stated it will fix itself, now she wants to trespass me so I cannot get my refund. Therefore my husband can not receive calls, and we have to pay $55 activation fee for a problem that Boost mobile created, We have been on the phone for hours trying get this resolved, Boost mobile telephone associate said go to the store if we go ******* is going to trespass, so she doesn't give us our refund.

  Business Response

  Date: 05/12/2025

  May 6, 2025
  
  
  
  Ms. ***** *******
  2002 *********** **.
  *******, ** 28504 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ****************** May 1, 2025, we received your complaint, dated April 29, 2025,filed with the Better Business Bureau.
  
  You said that when you went to a Boost Mobile retail store, they did not enter in your information correctly resulting in you receiving the wrong area code for your phone number. You also expressed concern regarding paying an activation fee.
  
  When we spoke, I informed you that your account is active and in use with your phone number having a 301 area code. I also advised you that Boost Mobile retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. However,your concerns will be forwarded to our *********************** Team for review once I receive the store details (i.e. store receipt) which your husband will contact me with.  
  
  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
  
                  ****** ********