Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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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

4,976 total complaints in the last 3 years.
1,509 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/15/2025
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.
My husband called boost mobile to release my phone to move to a different carrier. The account holder on my phone is myself. Boost mobile then tried to verify my identity with him. Obviously he did not pass the verification process and locked my account. When I called to unlock my account they supposedly checked the call and told me it was a female who did not pass the verification. I was livid and demanded to listen to the call. Afterwards they agreed to unlock my account and release my phone. As of today my phone still shows SIM card is locked. Boost mobile should have never verified my identity with any one else other than myself.
Business Response
Date: 05/06/2025
May 6, 2025

Mrs. ****** ******
***************************************************************
******, CA 92780

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

Dear **************************** 15, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.

You stated that your husband called in to arrange porting your phone number to another carrier. However, he was not able to pass the security verification on your account. You also said that when you called in,you were told a female caller had attempted the verification. You were able to access your account, but your device is still locked. You requested assistance.

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. These measures include verification of a one-time password sent to the caller by SMS. If a caller cannot verify the account through this method, the caller is transferred to our account security team for further verification. If the security verification is not passed, no account information will be provided and no action authorized.

A review of the call in question found that the referenced female caller inquired about an unrelated account. We apologize for any confusion this may have caused.

Your device with IMEI *************** is unlocked. I also unlocked the device with IMEI ***************, but it will need to receive the update. Please ensure the phone is powered on, connected to Wi-Fi and a SIM card inserted. Please allow up to 72 hours for this to process.

Our records indicate that both lines on your account were ported to another carrier on April 11, 2025.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Initial Complaint
Date:04/14/2025
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 got my wife and I a celero3 5g plus phone 40 days ago, my wife's phone works perfect my phone doesn't work.Boost keeps saying they are fixing the problem and same problem happens. Now the phone is causing more problems probably from the 200 plus phone resets I have had to do. Boost tells me they can't do anything but send my phone to the manufacturer and be without a phone for anywhere from 7-30 days. My job requires me to have my phone. This can cause me to loose my phone.
Business Response
Date: 04/29/2025
April 25, 2025

Mr. Kitrik ********
*********************************************
********, TX 75069

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

Dear ***************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

You said that you purchased two Celero 5Gs 40 days ago and the one you use does not work. You indicated that coming to a resolution with the manufacturer would cause you to be without a phone for up to 30 days, which you need for your ******* requested a replacement be sent to you.

Our records show that on April 19, 2025, a review conducted by our Technical Operations team found there is strong coverage in your area and no sign of dropped calls.

****** offers a two-year limited warranty and you must work through them to troubleshoot the cause of the issues you are experiencing. Some manufacturers offer temporary or loaner phones while they determine the necessary course of action, and we recommend that you ask if this is an option. You can contact the manufacturer at ******************************** or **************.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** ********
Customer Answer
Date: 04/30/2025

Complaint: 23204796

I am rejecting this response because:
There is no response
Sincerely,

Kitrik ********
Customer Answer
Date: 05/05/2025

Complaint: 23204796

I am rejecting this response because:
I have already talked to the manufacturer they told me I had to get a loaner from you guys also I have responded to all there emails and sent my info in and I have had no response from them on them fixing my phone they have not done anything to resolve this issue. You being the seller of this product I would like to have this issue resolved with boost.

Sincerely,

Kitrik ********
Business Response
Date: 05/12/2025
May 12, 2025

Mr. Kitrik ********
*********************************************
********, ********

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

Dear Mr. ******************* May 8, 2025, we received your rebuttal, dated May 8, 2025, filed with the Better Business Bureau.

You rejected our response stating that the manufacturer of the Celero device,Tinno, informed you that you must receive a loaner from us.

Boost Mobile does not issue loaner phones. I recommend that you purchase a new device from our website (******************************) for its current price of $20.00. To facilitate, I applied a $25.00 credit to your account to cover the price plus taxes and fees.

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: 05/13/2025

Complaint: 23204796

I am rejecting this response because:
You don't have a 20 phone unless I get new service. You guys sell the phone and therefore you should help your customers if the phone is defective from the time they received it as I have. I have numerous calls about service and now a phone that can't even work without being plugged in ever few hrs. Why do you guys not exchange my phone for a new one and send this in yourselves as defective equipment. That way everyone wins. Easy solution.

Sincerely,

Kitrik ********
Initial Complaint
Date:04/14/2025
Type:Product 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 switched over to boost Mobile couldn't wait for the *** card to be delivered to me because my phone had already been turned off went and got two separate *** cards from two different stores was told that neither one of them were compatible with my phone call back told them I wanted to refund was refused to refund called back again asked if I could upgrade my phone for no money they said no they had no free phones and none that were zero down but yet the website says otherwise call them back again and asked for a refund they refuse me a refund told me that I was not qualified even though they have a 30-day money back guarantee now the original *** card that they sent me when I first paid for the service before I even had anything activated now they're telling me that it's the wrong color and not compatible with my phone so I would like a full refund of the phone service all three *** cards that I had to pay for and reimbursement for the gas and time that I have wasted
Business Response
Date: 04/30/2025
April 26, 2025

Ms. ****** *******
***************
*****************************;

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

Dear **************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

You said you established service and then purchased two SIM cards at a store, but they were incompatible. You expressed frustration with being refused a refund because you did not qualify for one. You also requested a free upgrade, and you were informed there were no free phones despite the website showing otherwise. You requested a full refund for the service and SIM cards and additional reimbursement for gas.

When we spoke, I informed you that when you establish service online, it is important to wait to receive the proper SIM card in the mail, as this is the card compatible with your device and network.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited.Additionally, because you did not port in your phone number, you do not qualify for a refund under the 30-day money-back guarantee. Nonetheless, I made an exception and requested the $16.29 paid be refunded to your card ending in 6746 on April 25, 2025. Please allow 3-5 business days for processing and delivery.Your request for additional compensation is declined.

In order to upgrade your device for free or zero down, it is necessary to have the qualifying plan or you may finance the new device.

You requested your port-out information, which was sent to your line ending in 1395. You confirmed that you received it.

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:04/14/2025
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.
Boost mobile charged me 40 dollars on a service I could not use. I was charged on 4/10. I have called them 5 times letting them know the phone was not working. I could not receive calls,text, or use the internet. I requested a refund but they said they couldn't refund me. I'm trying to determine why I couldn't get a refund if the phone did not work.
Business Response
Date: 04/29/2025
April 23, 2025

Mr.******* ********
*********************************************
***********************

Re:          BBB Complaint #********
910650174485 - ************

Dear ***************************** 14, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

You said that you paid your bill,but you would like a refund due to the service not working.

Our records reflect that you called in to address this issue, but your efforts with customer care were unsuccessful in resolving it.

Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and ***************** an exception, I requested a refund of your last payment of $40.00. 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

                ****** ********
Customer Answer
Date: 04/29/2025

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. Please send me a check as an account credit will not help me for a service I can't use. My address is ***************************************************

Sincerely,

******* ********
Initial Complaint
Date:04/14/2025
Type:Customer Service 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 ported out from Boost Mobile to Cricket. Cricket stated they transferred my number but I couldnt get service. I called them and they said it was cancelled by boost. I called boost and they stated that was incorrect as if it was cancelled Id still have service with them. boost is stating they dont have my number cricket does. Cricket is stating they cant do anything. I need to have my number ported over again as I do not have service for over a week. I need this resolved. I am only available via email as I dont have a number anymore
Business Response
Date: 04/29/2025
April 24, 2025

Ms.***** *********
********************************************************

Re:          BBB Complaint #********
15998462819032 - ************

Dear ****************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

You said that you ported your phone number to Crickets network, but then you were told we canceled it. You would like us to release your phone number to your new provider.

A review of your account reveals that your phone number was ported out on April 7, 2025. We regret any delay 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 Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 8021

                ****** ********
Initial Complaint
Date:04/14/2025
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 did a phone upgrade with the Boost Infinite plan. They sent me my new phone(iPhone 16 pro) with a box and a pre paid return label. I place the return phone ( iPhone 15 pro ) in the box with the label and dropped it off at the **** on 1-10-2025 and have the receipt and tracking number. They sent me messages stating that if they didnt receive the phone by 1-28-2025 , I would be charged for the phone. On 1-31-2025 I called and spoke to an agent, after being put on hold, I was told they have the phone and is being processed. I said good! Two months later I get a message stating that they havent received the phone and $700 will be on my next months bill. I called them and told them this is a mistake and that they told me that they had the phone and was being processed. The Agent (*****) told me that there was no record of that conversation. And there was nothing they could do and that I was responsible for the phone. I disagreed! I told them that I mailed it and had the receipt to prove it. They said that didnt matter. Meanwhile, my monthly bill was coming due and asked them if I could pay my normal bill of $61.21 to keep my current phone activated. They told me no that I needed to pay the$700 for the phone that I returned. I contacted the **** about this issue. The did an investigation and told me that the phone tracking stated that the phone made it to a post office in ***** and then no more information after that. And that the 60 day timeline was expired to make a claim. Since Boost mobile told me that they received the phone when I called on 1-31-2025, I am not responsible for this phone. Now my service will be shut off for non payment, cause I will not pay the $700 for a phone that I returned.
Business Response
Date: 04/16/2025
April 15, 2025

Mr. ******* ****
5 ***** Ct.
***********************;

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

Dear ************************* 14, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

You stated that you upgraded your phone and returned your old iPhone 15 using the package provided. You were then notified your device was not received and you would be charged for it. When you spoke to customer care about this, they advised you that we received the phone and to disregard the message. However, you were then notified **** lost your package and you are now being charged for the device. You requested the charge be reversed.

When we spoke, I advised you that **** lost the package and we never received your iPhone 15; therefore, you were charged for the device. We normally encourage customers to file a claim with **** in this situation, but you said that it is now past the 60-day window. As an exception,I waived the charge for the phone.

We strive to provide excellent customer 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,

******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210
Customer Answer
Date: 04/16/2025

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:04/13/2025
Type:Billing 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 am porting out my number on April 13. According to my last bill, my billing cycle was from March 13, 2025 until April 13, 2025. The first representative told me that today, April 13 is the last day of my billing, as per what was printed on my bill. However, the port out specialist I spoke with told me that the 13th is the first day of my billing cycle, and I would be forced to pay for a full month of service. Since my bill consisted of incorrect information about my billing cycle I am willing to accept the charge for a new month of service. I have attempted to call customer service, but all **** have refused to assist me. I have decided to pay this bill under protest to provisionally settle my balance and to prevent Boost from taking legal action from me. However, if this charge does not get refunded, I will report you to the Missouri state attorney general, and possible seek legal counsel. If April 12 was supposed to be the last day of my cycle, the billing dates should have displayed "March 13-April 12" under billing cycle, and not "March 13-April 13" Since April 13 was the date in writing, that what I expect the last day of my billing cycle to be. I am hoping Boost/Dish take appropriate action so we can avoid a long battle over $******** the very least, the monthly statements need to show accurate dates that are not misleading in any way.
Business Response
Date: 04/29/2025
April 17, 2025

Mr. ******* *******
1028 Sandstone Dr.
************************;

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

Dear **************************** 14, 2025,we received your complaint, dated April 13, 2025, filed with the Better Business Bureau.

You said that your billing cycle was from March 13, 2025, to April 13, 2025, so you attempted to port your number out on April 13, 2025. However, our agent informed you that April 13, 2025, was part of a new billing cycle, and you ended up paying for another month of service before you were able to port out. You requested a refund of $35.11.

Our records show your billing cycle began on the 13th of every month and therefore, you ported your number out on the same day your next billing cycle started. As an exception, a $35.11 refund was requested to the credit card ending in 1002. Please allow 3-5 business days for processing.

Sincerely,

Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

****** ********
Customer Answer
Date: 04/29/2025

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:04/12/2025
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 am putting in this complaint because I was to lied about pricing and about how long I would have to wait until I can change my plan and I would like to access my call records that were monitored and recorded from Boost Mobile to prove that I am not lying so I can sue them. They literally only credited me $20 after acknowledging that they were wrong for giving me false information each call down to the last call today. They also said that I would have unlimited high speed data, but my service is always moving slow from the beginning of the month to the end of the month. So I would like to sue for false advertisement also.
Business Response
Date: 04/25/2025
April 23, 2025

Ms. ***** Dock
***********************************************************;

Re:          BBB Complaint #********
373935176743 -************

Dear Ms. *************** April 14, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.

You said that when you purchased your device, you were informed you could change your plan after a month. However, you could not and you were advised that it cannot be done for a year. You indicated that you were provided with an account credit for the inconvenience, but you requested we change your plan to the $25.00 a month one.

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 a plan change can take place. We appreciate that you brought your customer service concerns to our attention for internal review. In the meantime, we changed your plan to our $25.00 one, as requested.

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: 05/13/2025
Yes, I would like to reopen The case because I said that I would like a full refund or store credit on all the money Ive paid For being lied to I did not ask for them to put my account down to $25 a Month. when I did ask them to do that they told me no theres no possible way that that can happen but now that I put a complaint in theyre able to do it so no that is not going resolve my problem. The person who replied to the complaint said that everyone is told That you cant change your plan until I think a year after, but thats not what I was told by Multiple representatives. I Would like the recorded calls So that I can prove that I was lied to and that Im not just making this up .I also would like to say that when I was on the $60 plan my service was slow all month and Ive had my phone for less than six months and it is always overheating always lagging and my sister has a iPhone 13 and hers Does not overheat does not lag in the service she has works fine so I would like to keep my complaint open thank you.
Customer Answer
Date: 05/16/2025
Okay yes you can also let them know if I dont get my problem resolved I will be suing them because I was lied to by multiple representatives and thats technically false advertising and this phone is obviously slowed down, it is always dying, its always overheating,lagging and randomly hanging up on people these phones are supposed to last for years and mine is very dysfunctional. I also know apply got sued for slowing down phone a few years ago and I think they are doing it again. Thank you so much for your response and helping me reopen my complaint.
Business Response
Date: 05/22/2025
May 21, 2025

Ms.***** Dock
*****************************************************

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

Dear Ms. *************** May 21, 2025, we received your rebuttal, dated May 21, 2025, filed with the Better Business Bureau.

You rejected our response stating that you are still experiencing unresolved technical issues with your device.

When we spoke by phone, I advised you that customer care can walk you through the troubleshooting steps; however, if your device is overheating/dying/lagging, we recommend that you contact the manufacturer since you still have an ***** warranty. We regret that you disagree with this resolution to your complaint.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ****** Steffani
Initial Complaint
Date:04/11/2025
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 through some financial hardships for like 3 months and boost mobile cancelled my line. I called to get my account number and port out so I can take my phone I paid in full for to another service. They said due to answers of an identity questionnaire they were unable to verify me and proceed after some lady took my full social security number named Jasmine. She spoke spanish when first answering the phone until I spoke english. I have things tied to that number and my phone I paid hundreds for is now a brick because I can't take it to another carrier and they want me to wait until they say I can try again. This is unacceptable and I need my account number and port out number from them immediately as I provided them with my birthdate, full social, family ages, birth months, etc. Unacceptable.
Business Response
Date: 05/06/2025
May 5, 2025

Mr. ******* ******
****************
*********, ** 27537

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

Dear *************************** 14, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.

You stated that you experienced financial hardship and your service was canceled. You called in to obtain your account number and port-out PIN to transfer your phone number to another carrier. However, you were unable to pass the security verification. You indicated that your device can no longer be used, as it is locked to our network. You requested your account number and port-out PIN.

Your account was disconnected due to non-payment on December 20, 2024. In accordance with *** rules, Boost Mobile will hold a phone number for up to 90 days after disconnection. We are no longer able to reactivate the phone number and as it has been returned to the general pool.

We are committed to protecting the privacy of our ************ 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 any changes being requested. For more information, please visit ***********************************************************.

The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before being eligible for unlocking. The device on your account was only active for three months and therefore, does not qualify.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

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

                ***** *****
Initial Complaint
Date:04/11/2025
Type:Product 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 called in March 25th to separate my husbands line from my line. I asked the agent several times if my spouse would still receive the month of service he paid for. The agent confirmed that he would receive his full month of service and he lost a full day of service
Business Response
Date: 04/25/2025
April 22, 2025

Ms. **** ****
******************************
*******************************;

Re:          BBB Complaint #********
81778029688785 -************

Dear ************************* 14, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.

You said that you called in to separate your two lines into individual accounts. You were told this could be done without interruption to the line remaining on the current account; however, it was inactive for a day.

A review of your account reveals that payment for your service for the line ending in 7653 was not received before the due date of April 12, 2025;this is the reason for the interruption.

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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