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:04/29/2025
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.
On April 9, 2025, I purchased two iPhone 16s for a total of $111.60. I was told the phones would ship no later than April 10, 2025. After placing the order, I only received an order confirmationno shipping details or cancellation notice. I contacted the company more than four times between April 9 and April 15 seeking an update. On April 15, I was informed that my order had been cancelled on April 10, just one day after I placed it. However, I was never notified of this cancellation. Despite their claim that the order was cancelled, I still have not received a refund or any official notice. I was told I would receive my refund within 710 business days from the cancellation date (April 10), yet as of todayApril 29, 2025, 12 business days laterI still have not received my refund. I have contacted the company over 10 times and continue to receive conflicting responses. At times, Im told the phones shipped and I need to wait for them to be returnedimpossible, since the order was cancelled the next day and could not have shipped. Other times, Im told the refund is delayed due to my bank, but my bank confirms no refund has been issued. Ive even been told I must now wait another 710 business days, restarting the clock for no justifiable reason. This back-and-forth is unacceptable. The company has demonstrated a complete lack of professionalism and accountability. I believe I am being given the runaround and that others may also be affected by similar practices. I am requesting an immediate and full refund of $111.60 and a formal resolution to this matter.Business Response
Date: 05/16/2025
May 10, 2025
Mr. ****** ******
******************************
***********, ** 15417
Re: BBB Complaint #********
************** - ************
Dear *************************** 29, 2025, we received your complaint, dated April 29, 2025, filed with the Better Business Bureau.
You said you placed an order for two devices, but it was canceled without notification. You expressed concern that you did not receive a refund and customer care was no help. You requested a refund of $111.60.
Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.
Postpaid service also requires a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 business days with an explanation for the denial.
Because you disputed the charge of $111.60 with your financial institution, it was returned to the card used for payment. Therefore,a refund cannot be issued.
We apologize for any inconvenience.
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:04/28/2025
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.
I recently signed up for a new service, received my new phone, and was informed that I could port my phone number. Today, I activated my phone online at Boost Mobile and entered the necessary information to port my number.However, when I confirmed the activation, a new number appeared instead of my ported number.I contacted customer support and spoke with several representatives, each of whom told me that I needed to add a line in order to keep my original phone number. I then escalated my call to a supervisor, who again tried to get me to add a line but could not provide a full refund since the line had already been activated.I have been informed that there is nothing further that can be done. The only option presented to me was to return the phone, but I would still be responsible for the service that was activated today. This situation is extremely frustrating, and I need assistance to either resolve the porting process or obtain a full refund. I followed the instructions correctly, yet I ended up with a new number, which was not my fault.I asked for reference numbers and could not get any for my issues today instead I was told that they record calls. The only reference number I received was when I originally ordered the service and phone. That reference number is the order number 7769-472985-3201Business Response
Date: 05/12/2025
May 2, 2025
Ms. ****** *************
*********************
**********, ** 32168
Re: BBB Complaint #********
************** - ************
Dear ********************************** 28, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you intended on activating a new line with an old phone number you wanted to port in; however, you were assigned a new phone ********** were advised to create a second line to port your old number in to, but you expressed concern with the billing amount. You asked that we assist you with the original port request or provide a refund.
A review of your account reveals that when you contacted us, we offered a solution: adding a line to port your old phone number to, which would be closed right afterward and a credit could have been applied for any *********** decided instead to initiate a return authorization and you were provided with the information to facilitate the return.
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
****** SteffaniCustomer Answer
Date: 05/18/2025
Complaint: 23259831
I am rejecting this response because;
The information provided by Mr. **** is incorrect. I would like to add that I did call him at *************, the number he offered, to discuss the situation before rejecting this outcome. In his response, he invited me to call if I had any questions or concerns, but unfortunately, he did not return my call.
Regarding his review of my account, he is mistaken in the information he presented. While it is true that the representatives I spoke with suggested adding a line of service, they did not inform me that I could cancel the line being ported or that I would be eligible for a refund. When I contacted Boost Mobile for assistance, I was informed that I would be responsible for the monthly service charge because I had activated the phone with the assigned number. If I had been given the resolution he described, I would have accepted it.
Having worked in customer service, sales, and for multiple cellular companies throughout my life, I asked each representative if the calls were being recorded, and they all confirmed that they were. Therefore, I request that the calls be reviewed to clarify the actual resolution I was provided.
Sincerely,
****** *************Customer Answer
Date: 06/03/2025
Hello,
Thank you for following up regarding my complaint. I paid $131.95 upfront for the iPhone 16 Plus and a month of service. After my initial complaint, Boost Mobile refunded me $66.95 for the taxes I paid on the iPhone. However, I did not receive the $65.00 for the month of service that I didnt use. They refused to refund the $65.00 due to their mistake when they assigned me a new phone number. I was informed that refunds are only available for new service on phone numbers that were ported over.
Included are screenshots of the bill and transactions, as well as my bank statement showing the $131.95 that I initially paid and the $66.95 that was refunded.Thank you for your time and assistance.
Sincerely,
****** Weilersbacher
Business Response
Date: 06/11/2025
June 11, 2025
Ms. ****** *************
*********************
********************
Re: BBB Complaint #********
************** - *************
Dear ********************************* 9, 2025, we received your rebuttal, dated June 5, 2025, filed with the Better Business Bureau.
You expressed additional concern regarding not receiving a refund for the service charge.
Normally payments made to Boost Mobile for service are nonrefundable, as outlined in our terms and conditions.However, in the interest of customer service, I requested a refund of the $65.00 payment; please allow five to seven business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** SteffaniCustomer Answer
Date: 06/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *************Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
4/21/2025 Faulty Phone Purchased Paid 200$Customer Answer
Date: 04/28/2025
It's been resolvedInitial Complaint
Date:04/28/2025
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.
there the most illegimate bussiness in the world i sent back a ******* ultra s 25 and they havent creditied me since april 1 was when i sent it, the credit for the phone would cover my bill instead they suspended two numbers there pure scum its a 1200 dollar phoneBusiness Response
Date: 05/16/2025
May 16, 2025
Mr. Amr *****
******************************************;
Re: BBB Complaint #********
************** -************
Dear ************************** 28, 2025, we received your complaint, dated April 28, 2025, filed with the Better Business Bureau.
You said you returned your device, but you have not received a refund.
I confirmed your device has been received and a refund of $108.55 was issued to the card ending in 8099 on May 15, 2025.Please allow 3-5 business days for processing and delivery.
We apologize for any inconvenience.
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:04/26/2025
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 2/6/2025 at 347 pm I went to boost mobile and purchased 2 iPhone 15s under the pretense it was fully paid off and I was able to use it on any carrier I had called today 4/26/2025 to have a conversation with them due to my phones being carrier locked after I was informed they are fully paid off and no money is owed on them on top of being told that the data was unlimited and its not after about a week of using my phone the data goes super slow and doesnt give me unlimited 5g now however if I was informed I would understand but all their employee said was the phones are paid off and unlocked and we have unlimited everything and no capsBusiness Response
Date: 05/12/2025
May 6, 2025
Mr. ***** ******
AZ 85304
Re: BBB Complaint #********
************
Dear *************************** 28, 2025, we received your complaint, dated April 26, 2025, filed with the Better Business Bureau.
You said that you purchased two iPhone 15s at full price and they were supposed to be unlocked. You also indicated that you were supposed to receive unlimited data, but it slows down after a ******** requested a refund.
The receipts you attached show the $480.00 discount you received for each device. Our 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. Additionally,the Boost Mobile Terms and Conditions state that once you use 50 GB of data,you will experience slower speeds. Your request for a refund is denied.
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: 05/12/2025
Complaint: 23254772
I am rejecting this response because: when you claim unlimited data it does not mean brick phones at 50 gigabytes especially with iPhones as well I was guaranteed by the store it was purchased at that the phones are full paid off and unlocked in which case this is false at this point you guys are technically doing false advertisement for potential people to fall into your trap look at the commercials you guys place online no where does it say or state that the speeds lower as well being a consumer when your told something by a business or even someone who carrys the boost mobile shirts I should be able to trust you guys and I dont I pay 100 for 2 phones a month and on top of that barely receive 50 dollars worth of service this is bad business on your part
Sincerely,
***** ******Initial Complaint
Date:04/25/2025
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.
Been using this service past few months Calls dropped when they want ********** Been trying to get away form this Beyond the worst service I ever had I want to leave this company and return there device Its been nothing but challengesBusiness Response
Date: 05/16/2025
May 14, 2025
Mr. ******* ****
********************
*****************************;
Re: BBB Complaint #********
************** -************
Dear ************************* 25, 2025, we received your complaint, dated April 25, 2025, filed with the Better Business Bureau.
You said that you have been experiencing service issues, such as dropped calls. You requested to return your device and cancel the service.
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. In addition,data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
Our records show you ported your phone number to a new provider while our case managers were assisting you with repairing your service. You are outside the 30-day return window, so a return of your device will not be accepted. The device loan also was valid, but you have since paid it off; therefore, your device was unlocked automatically.
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:04/25/2025
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 have met all requirements to remove the carrier lock on my phone. Boost mobile says they have done everything on their end but my phone continues to remain locked. Further they have refused to provide me with a receipt(bill) for my last monthly payment and for the phone payoff.Business Response
Date: 05/20/2025
May 20, 2025
Ms. ******** ********
******************************************
************************;
Re: BBB Complaint #********
************ - ************
Dear ***************************** 25, 2024, we received your complaint, dated April 25, 2025, filed with the Better Business Bureau.
You said that your phone is still locked and we refuse to provide a receipt or statement that shows it has been paid for in full.
On April 21, 2025, you filed a complaint with the ********************************* (***) regarding the aforementioned statement. Our records show that the device balance was paid on April 19, 2025. Enclosed is a copy of your May ************************************************ question.
As of todays date, the status of the phone is unlocking; however, I resubmitted the unlock request and it does show the system is attempting to connect with the device. To complete the process, the phone must be powered on, connected to Wi-Fi, and a SIM or eSIM active.
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
Enclosure
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/25/2025
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.
I don't know where to begin but I didn't want to file a complaint against Boost Mobile, but this is my last option as there not trying to help me. On Saturday February 15, 2024, I ordered and paid $252.00 for 3 Apple iPhone 16 Pro Max. The $252.00 was for the taxes of the phone and other fees. The order number is 5032-663346-1938. *** shipped my order and i received the order and there was only 1 Apple iPhone box inside the *** shipping box. The Apple iPhone box that was inside was empty. There was no phone at all. I immediately called ***, and they told me to call the shipper which was Boost mobile. I've talked to over 20 agents within a month and a half period time and no one seems to want to help. I spoke to a supervisor, and he advised me that *** said I received the phones and there's nothing they can do about it. What do you mean there's nothing you can do about it. I spent money for these phones which were the taxes and fees. I guess boost mobile took the word of ***. Do you know how man thieves work at *** and how many packages are tampered with or go missing each day, each month and each year at *** and for some reason Boost Mobile is making it look like I'm being dishonest. These 3 phones were going to be used for my business. I also had to cancel my credit card, so Boost Mobile won't charge my card for the monthly bill. I'm asking for boost mobile to do the right thing here and resend out the phones, and for the inconvenience refund me. The refund must be in a form of a check because I cancelled the credit card that I paid with as stated before to prevent Boost Mobile for trying to deduct the monthly service bill for phones I don't have and never used. Again I'm asking for help that's all.Business Response
Date: 05/09/2025
April 30, 2025
Ms.Jacqken *****
**************************************************
Opa Locka, FL 33054
Re: BBB Complaint #********
45394787485032 - ************
Dear ************************** 25, 2025, we received your complaint, dated April 25, 2025, filed with the Better Business Bureau.
You said that you ordered three devices, but you received an empty box. You expressed concern regarding receiving conflicting information from us and *** regarding the missing items. You requested the devices be delivered, replaced or refunded.
When we spoke by phone, I advised you to file a claim with ***; if it is denied, we can pursue an alternate resolution. You agreed to follow up with me should *** deny your claim.
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:04/24/2025
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 cannot receive a verification code from representative who sends a code to my phone number in order to get in my account. **** in to store no solution and talked to several representatives over phone no solution. I am not making a payment until I can get in to my account. It's a prepaid mobile account.Business Response
Date: 05/16/2025
May 14, 2025
Ms. ***** ******
*******************
***************************;
Re: BBB Complaint #********
************
Dear *************************** 24, 2025, we received your complaint, dated April 24, 2025, filed with the Better Business Bureau.
You said that you cannot receive the verification code sent to your phone, and you refuse to make a payment until you can access your account.
Our records show that you called in on April 24, 2025, and refused to provide even your phone number to allow the customer care agent to access your account.
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. Therefore,until you are willing to provide the information necessary to verify you are the owner of the account, you will not be able to access it. For more information, please visit ***********************************************************.
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:04/24/2025
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.
Purchased phone on 4/23 and was unable to use it. I tried returning 4/24 but was only offered 50. Consumer explained how he gave me a free case and screen protector but in reality I was charged for the free items. This is theft by deception.Business Response
Date: 05/22/2025
May 21, 2025
Mr. ******* ********
**********************************************
******************
Re: BBB Complaint #********
************ - ************
Dear ***************************** 28, 2025, we received your complaint, date April 24, 2025, filed with the Better Business Bureau.
You said that you purchased a phone at a retail store and attempted to return it for a refund the next day, but the employee refused. You were also told that you were given a free screen protector and phone case, but you were charged for them.
I attempted to contact you via phone and email on May 20 and 21, 2025, but I received no response to the phone messages and my email was returned as undeliverable.
Boost Mobile retail stores have the authorization to sell our products and services. However, they are independently owned and operated;therefore, we have no oversight or authority over their policies, guidelines or business practices. If you can provide a copy of the receipt and the store's address, I will refer this matter to our Relationship Management Team for an internal review. You can send the information requested to ******************************
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
****** ********
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