Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

4,973 total complaints in the last 3 years.
1,504 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/08/2025
Type:Billing 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 canceled my Boost Mobile wireless service on March 24, 2025, which was the last day of my billing cycle (February 24 to March 24). At the time of cancellation, I called Boost Mobile customer service to confirm everything. I was told clearly that I would not be responsible for any additional charges and that my account would be closed.Despite this, I received another bill for the following billing cycle and was recently charged for it. I contacted Boost Mobile again to dispute the charge, but the charge was still processed.I feel this charge is unauthorized since I canceled on time, was told I wouldnt be billed further, and have not used the service beyond March 24.Requested Resolution:A full refund of the charge made after cancellation Written confirmation that my account is closed and no further billing will occur Please investigate and assist with resolving this issue.
Business Response
Date: 04/22/2025
April 18, 2025

Mr. Zehu Cai
************************************
*******, ** 60610

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

Dear ************************ 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.

You said that you were charged for service after canceling even though you were told you would not owe any additional money. You requested a refund and confirmation your account is canceled.

Our records show a refund of $30.21 was issued to your card ending in 0908 on April 10, 2025.Please allow 3-5 business days for processing. Autopay has been disabled, so you will not be charged anymore for service.

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:04/08/2025
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.
Bought a mobile phone on ************************ about almost two years ago, I swap my old ******* Galaxy phone sim card and put it in my ******** phone. For some reason, the ******** never showed on my account and ******************** kept my old ******* phone on their database. I called boostmobile and they said I need a new sim card to put in my ******** phone so it can show on my account. I did that, called boostmobile and active my phone with the new sim card. 4 days has passed and the old ******* is still showing on my account.I am requesting boostmobile to update my phone and also unlocked the ******** since I bought this phone and used it with them for over a year. I have proof of purchase and $200 to compensate me for this error.
Business Response
Date: 04/17/2025
April 16, 2025

Mr.******** **********
****************
*********************;

Re:          BBB Complaint #********
777552613576 - ************

Dear ******************************* 8, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.

You said that you swapped out your device, but your account does not reflect the change. You asked that we unlock your device (as you purchased it over two years ago) and for $200.00 in compensation.

When we spoke by phone, I informed you that I created a ticket to have your account updated to reflect the correct device. I also unlocked your device and provided you the unlock PIN. Your request for compensation is declined.

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:04/08/2025
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 purchased I phone 13 in full as well as a annual 12 month plan from this company, I was charged for multiple annual plans and the iPhone 13 was defective I tried to return the same day and the refused stating I need to check will ***** coverage. A higher up reached out to me regarding this and provided absolutely zero help or support. Once I mentioned this complaint details and changes in my account starting emailing and texting me for notification. I want my money back that was incorrectly charged and a phone that works.
Desired Resolution: Refund
Customer Answer
Date: 04/08/2025
Last month on the 10th I spent 829$ with boost mobile two 300$ annual plans. 1 iPhone outright. Within 24 hours the phone was overheating. I went back and cancelled service (they removed service from my account even) had to make a *** report just to get them to even cancel and refund me. corporate reached out regarding the report, stated they issued a refund. Now 30 days is about to pass still no refund. No service. Executive refuses to provide a invoice for refund. BUYER BEWARE. This hurt me financially big time.
Customer Answer
Date: 04/09/2025
It's now been exactly one month l since I purchased 1 300$ annual plans and 200$ iPhone with boost mobile. I called and ordered a 300$ plan it was added then when I tried to bring my previous number the agent messed up and added and charged ANOTHER 300$ charge. After we received the phone iPhone 13 * it had a overheating warning. We tried to take it in, they refused. Executives responding to the complaint took 4 weeks to even address it and when they did they refused to refund or trade out phone stating *boost mobile stores are independent retailers and not a thing we can do. As for my service they credited the 300$ credit TO THE BOOST ACCOUNT.. meaning they didn't refund me. We don't have a single line of boost as of now yet have paid 600$ in service and 200$+ in devices. Don't have a single line. The executive who texted me was by far the rudest unprofessional service I've ever received, ignoring for days on end, and being very unprofessional. Said they are under dish wireless-echostar. Stated all the complaints will *be put on my desk. CONSUMER BEWARE!!!
Desired Resolution: Refund
Business Response
Date: 04/16/2025
April 9, 2025

Ms. ****** ******
********************
Decatur, IL 62526

Re:          BBB Complaint #******** & 23174490
                ************** - ************

Dear Ms. ********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
On April 2, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.

You said that we placed your order incorrectly and charged you $600.00 for two lines, when you only wanted one. You also stated that you are experiencing service issues with a device you purchased and would like to return it. In addition, you requested that we honor our 30-day money-back guarantee.

We communicated through text; I advised you that a review of your March 10, 2025, call found that you verbally acknowledged you had two lines and wanted to activate them. Boost Mobile's Terms and Conditions state that payments are final and non-refundable. As an exception nevertheless, one line will be canceled and a $300.00 refund issued. Please allow 5-7 business days for processing.

I informed you that your account does not reflect a device order. Please return to the location where you purchased the malfunctioning device to inquire about its return.

Customers who cancel within 30 days of account creation will have the service fees refunded; activation fees, if applicable, and phone payments will not be refunded. Please note that you are required to port in your phone number and enroll in AutoPay. For more information, please visit ******************************************************************. As our records reflect that you did not port in a phone number, you are ineligible for the offer.

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: 04/16/2025

Complaint: 23174490

I am rejecting this response because:

Here's the facts charges of 820$+
Within 24 hours I I tried to return the defective iPhone to the store. Denied. Tried online was told the stores are a entirely different thing and denied.
Now I'm a day into your service with no phone. No line being used.

You removed one line and refunded me then the second REFUNDED ME WITH BOOST CREDITS. THAT CANT BE USED TO PURCHASE A DEVICE OR ANYTHING BUT A BILL.
820$+ in charges for absolutely nothing.
No functional phone.
No boost line being used
Im not sure if dish wireless/ECHOSTAR/ boost mobile believes I will just shrug my shoulders and forget it or what. But I need a device. You refunded credits. I need a phone. I've made this more than clear in dozens of efforts to reach out with zero resolution. This was my last ditch effort to attempt a resolution with this business without a proper 3rd party. For future consumers BEWARE.

Thank you BBB!

Sincerely,

****** ******
Business Response
Date: 04/25/2025
April 25, 2025

Ms.****** ******
********************
*******,** 62526

Re:          BBB Complaint #********
26572590559482 - ************

Dear *************************** 24, 2025, we received your rebuttal, dated April 24, 2025, filed with the Better Business Bureau.

You rejected our response stating that your device is not working. You went back to the location you purchased it from, but your return request was refused.

You stated that your device is not working, but our records reflect data is being used. We recommend that you contact the manufacturer regarding the year warranty. Regrettably, you do not subscribe to Boost Protect and therefore, we are unable to assist with providing a replacement.

You said that I gave you a credit to use towards your service. This is inaccurate.A $300.00 credit was applied to your account to process the $300.00 refund on April 9, 2025. Your current line does not qualify for the 30-day money-back guarantee. Please visit our website (******************************************************************)for more information.

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: 05/01/2025

Complaint: 23174490

I am rejecting this response because:
Thats an absolute false statement. The credit was issued and then retracted days later. Boost mobile care as well as the account credit shows you guys issued it then took it back after I closed the case. Please provide accurate information regarding this.
Sincerely,

****** ******
Customer Answer
Date: 05/06/2025
After 2 months and multiple refusals, they finally refunded me. For clarification. Was charged 600$. It took 45 days to get the refund and multiple complaints. I do not recommend this company, although happy that I was able to get my refund. Sticking to main carriers for now on.
Initial Complaint
Date:04/07/2025
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 placed a prepaid cell phone service order from Boost Mobile on 03/24/2025. Order number 8095-260218-9178. Until today, Boost mobile did not activate my cell service. I called and did chat multiple times with customer support. Every time they were keeping on hold for hours and hours and finally simply telling that they are experiencing technical issues in my area and they will resolve the issue soon.Also I purchased a mobile device that was locked to Boost cell service. Now, I can not move to other carrier because my device locked with **********************.
Business Response
Date: 04/23/2025
April 22, 2025

******** Tadisetti
******************
*****************************

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

Dear ******** Tadisetti:

On April 8, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.

You said your service was not activated; you requested a refund of the $15.48 payment and for the phone you purchased to be unlocked to use with another carrier.

As stated in my email to you earlier today, since you filed a dispute with your card issuer for the $15.48 payment, a refund is not warranted. With regard to unlocking your phone, our records show that you have a moto g stylus 5G, which currently retails for $269.99. To unlock this device, we will need proof that you paid full price for it first.

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: 04/23/2025

Complaint: 23172033

I am rejecting this response because: I paid for the phone and the phone is not usable for other carriers. So, either Boost has to unlock the phone or pay me full phone price.

Sincerely,

******** Tadisetti
Customer Answer
Date: 04/30/2025
Hello, I did not pay full retail price of $269.99. But, at the same time, the device is NOT under monthly installments. I purchased it for $59.26.
The issue is - when I purchased the device, the customer service representative told I can use the phone ANY TIME for Boost mobile service. Now, Boost mobile failed to provide me service. They are not talking why they failed to provide service and why I was out of cell phone service for more than 15 days.
I am NOT asking Boost mobile to refund me $269.99. I originally asked them to unlock the phone so that I can use with other carriers. If they can not unlock, refund my money. I will be happy to return them the device.
Business Response
Date: 05/06/2025
May 6, 2025

******** Tadisetti
******************
**********************************;

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

Dear ******** Tadisetti:

On May 5, 2025, we received your rebuttal, dated May 5, 2025, filed with the Better Business Bureau.

You rejected our response stating that you did not ask to be refunded $269.99; you would like your phone unlocked to use with another carrier. You indicated that you paid $59.26 for the device;if it cannot be unlocked, you would like to return it for a refund.

In my initial response, I did not state that you were requesting a $269.99 refund nor did I deny you a refund. I simply stated that the moto g stylus 5G you purchased retails for $269.99; to unlock it, you would need to provide proof that you paid full price. Boost Mobile (and its retailers) sell phones significantly below the Manufacturers Suggested Retail Price (****); therefore, we require the difference between the amount you paid and the **** to be paid before the device will be unlocked. However, if the phone remains active on a Boost Mobile account for 12 months, it will be unlocked and there is no need to pay the difference. In addition, we have no record that the device was purchased from ******************************; therefore, we cannot issue a refund or accept the phone for return since we did not sell it and we did not receive any funds for it.

Boost Mobile retail stores are independently owned and operated, so you will need to work with the retailer from whom it was purchased to negotiate a resolution to this matter.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/07/2025

Complaint: 23172033

I am rejecting this response because: your reply is very tricky. Let me know where to send the device. I will return you the device, you can refund me the amount I paid.

Sincerely,

******** Tadisetti
Customer Answer
Date: 05/13/2025
Hello,
I purchased the device from ********************.
Attached sales receipt.
Thank you,
******** Tadisetti
Business Response
Date: 05/27/2025
May 22, 2025

******** Tadisetti
******************
**********************************;

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

Dear ******** Tadisetti:

On May 21, 2025, we received your second rebuttal,dated May 21, 2025, filed with the Better Business Bureau.

You filed this to provide the sales receipt and order number, 2806-552271-3980.

The information you provided has a different email address and street address,which is associated with a different account. In addition, the street address is in ********* and the address provided in your previous complaints is in *******. However, this confirms that you purchased the phone on July 4, 2024, for $39.99.

It is well past the allowable return window and therefore, a refund will not be issued, and unless you pay the difference between your price and the **** of $269.99, the phone will not be unlocked. At this time, we consider this matter closed.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/28/2025

Complaint: 23172033

I am rejecting this response because: ***** is replying with different tones each time. When I purchased the device, I was in ********* for a temporary stay and did shipping address there.
When I communicated with *****, he never told me return expiration date. All the time he was replying with tricky answers.
When I purchased the device directly from ********************, the sales representative clearly told me - I can use the device until the device works.
Now the question is - Boost Mobile failed to provide service at both ********* and Florida addresses. Either (1) they have to unlock the device so that I can use for some other carrier (2) Refund my money.

Sincerely,

******** Tadisetti
Initial Complaint
Date:04/07/2025
Type:Billing 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 03/18/2024 $186.00 A phone and service.The dispute is about; I went to a Boost authorized dealership and switched carriers and purchased a phone a moto g 2023. My card was charged $186 and Boost has no record of my purchase and cannot tell me why I was charged that amount. I have contacted Boost a number of times to figure out what had happened, only record is on 3/18/2025 "Recharge" of $33.18 and an "Unlimited" charge of $25.19. I informed Boost of the name and address of the location of the purchase and that's is where more problems have occurred. The name on my bank statement which is *********************************************** 240728050770467701869855732%%. . I went to the Boost store on **********************************************************. I was told that the phone was $50 . I explained to the person that I was only needing the phone for about a week which is why I got the least expensive phone as possible. I requested Boost to maybe investigate that store location because I was uncomfortable about the transaction and how I was charged. My account has been charged for services I have not requested or received and clearly made to appear as something else I don't know what the scam is. But I know my money is GONE- and unaccounted for. I did attempt to call the number that is listed on goggle and spoke with ****** he was unable to help.
Business Response
Date: 05/01/2025
April 30, 2025

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

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

Dear **************************** 10, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.

You said that you were charged $186.00 at a Boost Mobile retail store, but the device was supposed to be only $50.00. You also expressed confusion with the Recharge amount of $33.19 and the Unlimited amount of $25.19. In addition, you indicated that you were charged for service not received. You requested a refund/billing adjustment.

We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation; I was informed there was no $50.00 deal for the device in question. Please note you were charged for device activation and setup, the device itself and a SIM card.

The Recharge amount of $33.19 was your first monthly payment of $25.19 for the Unlimited plan plus $8.00 for Boost Protect. We regret any confusion.

I confirmed there is usage on your account. If you experience service issues, please contact customer care at ****************.

Your request for a refund/billing adjustment is declined.

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: 05/01/2025

Complaint: 23170415

I am rejecting this response because:
That was NOT how the representative presented it to me and that still doesn't explain why there was no record other than the $33.19 and $25.19 charge . The representative misrepresented the whole transaction. I know what theat young lady said ti me the whole time on the phone with whom she said was her boss. They are LYING!!!.
Sincerely,

******** *******
Customer Answer
Date: 05/07/2025
This is what MY statement from my Boost account has This purchase happened on 4/18/25. The day I became a Boost customer.
Initial Complaint
Date:04/07/2025
Type:Sales and Advertising 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.
Scammer location franchise! Beware! The employees use leasing options through text message to grab your attention and pitch a great sale including loner phones and that the owner will be in but he never shows. The cashiers seem friendly and will say "i understand" and that "i got you" over and over giving you the run around. Get your receipt and call corporate to make sure your order is valid and get your tracking number if you cant get a tracking number call police make report and go somewhere else. also you may have to file small claims court for your money back like I'm gonna have to do if i don't receive the phones that i paid for I phone 16 pro max desert titanium and 3 ******* A16s within the next 2 weeks. Definitely not worth the run around and is better to shop somewhere else. This franchise location of boost I have payed 1,630$ to this boost mobile location that the cashier accepted from me as a deal for an I phone 16 pro max Color Desert Titanium and 3 ******* A16s. I was told that the I phone 16 Pro max is on order and that ****** would need an hour to transfer my numbers from a different carrier to boost mobile on the 3 ******* A16s. We made an agreement I payed and left and came back an hour later after hours at 7:09 pm on Friday 4-4-2025 to pick up the phones and was then told that they only have 2 moto g phones and they where ready and the I phone was on order. That was not the deal or agreement I payed in full for and so I didn't accept the phone and asked where the A16s phones that where shown to me before I left. " ****** different cashier"was trying to explain something to me on the phone and at this point I just wanted what I payed for. The cashier went in the back because I wanted what I payed for and set the alarm off in the building and the police came. This location had to be escorted by police to receive the receipt. I called corporate and they say the phones are not on order and that my cash is not shown as payed in the system scammers
Desired Resolution: Refund
Customer Answer
Date: 04/07/2025
This franchise location of boost I have payed 1,630$ to this boost mobile location that the cashier took from me for a I phone 16 pro max Color Desert Titanium and 3 ******* A16s. I was told that the I phone **************************** and that would need an hour to transfer my numbers from a different carrier to boost mobile on the 3 ******* A16s. We made an agreement I payed and left and came back an hour later after hours at 7:09 pm on Friday 4-5-2025 to pick up the phones and was then told that they only have 3 moto g phones and they where ready and the I phone was on order. That not the deal so I didn't accept the phone and asked where the A16s phones that where shown to me before I left. " ****** different cashier"was trying to explain something to me on the phone and at this point I just wanted what I payed for. The cashier went in the back because I wanted what I payed for and set the alarm off in the building and the police came. This location had to be escorted by police to receive the receipt. I called corporate and they say the phones are not on order and that my cash is not shown as payed in the system that this location and the ******* location are taking our hard earned .money and using untraceable boost mobile cards to make Small payments to our account and stealing from boost. The employees seem nice at first but are repetitive and trained in communtive ways to manipulate and lie. I had to leave and go back to this store at 10 am on Saturday the 4-6-2025 where I met a different cashier that acted like she was gonna help and ***** police came to investigate where it's confirmed that I am a customer payed in full and requesting the I phone pro max 16 and 3 ******* A ***************************************************************************************************** a a week when all our phones that we payed for are in so we called and boost customer service and there is know record in the account of ordering phones that we paid for. Please Refund.
Business Response
Date: 04/23/2025
April 22, 2025

Mr.***** Cure
6838 ******** 1
****************** 60964

Re:          BBB Complaint #********
65546478873934 - ************

Dear Mr. *************** April 9, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.

You said that you went to a Boost Mobile retail store to buy three Galaxy A16s and one iPhone 16 Pro Max. You were advised that the iPhone would be ordered, but the three Galaxy A16s were available. You were told to return later to allow them to activate these devices. However, when you did return, you did not get what you paid for and you would like a refund as a result.

My attempts to contact you by phone on April 17 and 22, 2025, were unsuccessful;however, I left a voice message each time.

Boost Mobile retail stores are independently owned and operated, and each individual store is responsible for setting their own policies and procedures. A review of your account reveals that the three Galaxy A16s and one iPhone 16 Pro Max were activated. Please contact me at ************** if further assistance is needed.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/03/2025
Yes I have received refurbished phones when we payed for bew also we would like insurance on the phones and in the system boost mobile customer service told us they set up the phones as if we brought the phones in. Which is not true as we purchased them from boost mobile in alsip il. Boostmobile customer service said the location I purchased the phones from which is attached on the receipt that all they have to do is click the box that says we brought the phones in so that it allows us to get insurance on our phones. I appreciate boost mobile reaching out.
   Greatly appreciate it,
Cure Team
Business Response
Date: 05/12/2025
May 9, 2025

Mr.***** Cure
6838 ******** 1
****************** 60964

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 you purchased new phones from a Boost Mobile retailer, but received refurbished devices. You also expressed concern regarding our system reflecting that you brought your devices over rather than them being purchased. In addition, you would like Boost Protect to be added to your lines.

A review of your receipt revealed that you paid full price for a new iPhone 16 and it currently has Boost Protect. However, the other three devices ******** Galaxy A16 5Gs) were refurbished and do not qualify for Boost Protect.

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

                ****** Steffani
Initial Complaint
Date:04/07/2025
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 CAME IN STORE FOR REDEMPTION OF DEAL OR FINANCING FOR $299.99 FOR AN IPHONE 15 IN STORE, HE STATED AFTER TAX THE PRICE OF $325 for IPHONE 15 THEN STATED $50 MORE FOR 16E , AND HE WILL SELL ME AIRPOD pros BRAND NEW for $75 .$325 ORIGINAL PRICE OF IPHONE 15 + 50 ADDITIONAL FOR 16E + $75 FOR AIRPODS + $35 ACTIVATION FEE FOR UPGRADE AND STARTING SERVICE ON 16E. WHEN HE TOLD ME $610 , I WAS NOT SATISFIED , SO HE SAID OKAY I WILL FIX YOUR IPHONE 11 SCREEN FOR YOU FOR JUST $55 AND ADD A LINE WHICH WOULD USUALLY COST $40 BUT TODAY WE WILL WAIVE THE ***** SO MY OLD NUMBER/*** WILL NOW BE USED WITH THE 16E AND I GET A NEW *** AND NUMBER FOR THE IPHONE 11 . (**BOOST MOBILE DOES NOT EVEN FIX PHONE SCREENS IN STORE**)HOWEVER , AS SHOWN ON THE RECIEPT HE CHARGED ME $435 for the 16 E WHICH IS CHEAPER THAN THE 15 THAT I ORIGINALLY WANTED. BUT HE CHARGED ME MORE .AS SHOWN ONLINE IN SCREENSHOT VIA BOOST MOBILE APP AND DEAL SENT TO ME ON MARCH 20th. The *** CARD/NUMBER GIVEN FOR MY NEW LINE IS UNABLE TO VERIFY SO I CAN ONLY SEND TEXT WITH MY ICLOUD . AND IT STATES A UNKNOWN PART WAS USED WHICH MEANS A FAKE SCREEN WAS PUT ON MY IPHONE 11 THAT I PURCHASED FROM BOOST MOBILE THIS SAME STORE IN 2023. SOLD ME FAKE AIRPODS $75 WHICH ARE ON TEMU FOR $5.99 (**BOOST DOES NOT SELL AIRPODS AND THESE ARE FAKE , SELLING FRAUDULENT APPLE PRODUCTS IS ILLEGAL**)HE EVEN GAVE ME FAKE ******* BLUETOOTH DEVICES FOR FREE AND WIRED HEADPHONES TO TRY AND COUNTER THE PRICE BECAUSE I WAS COMPLAINING SOMETHING WAS OFF. THIS STILL DID NOT HELP THIS OCCURRED ON APRIL 3RD,2025 AND I WENT BACK TO THE STORE APRIL 4TH AND REPORTED THIS TO BOOST STILL NO RESOLUTION .HE PUT $600 on receipt.KEEP IN MIND RETURN POLICY IS ON STORE COMPUTER , ON WEBSITE , ON RECEIPT .
Business Response
Date: 04/28/2025
April 24, 2025

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

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

Dear *************************** 9, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.

You said that you experienced a number of issues at a retail store,including being sold an iPhone 16e for more than the advertised price, counterfeit Apple AirPods and possibly, a non-Apple-issued screen replacement.

When we spoke today, you said that you went back to the store the next day, April 4, 2025, to return the phone. You were told you had to wait for seven days after activation. When you returned after seven days, you were told you could not return the device. You indicated that you would be satisfied with being allowed to return the phone or replacing it with an iPhone 15 (which is what you wanted in the first place). I explained to you that retail stores are independently owned and operated; although they are authorized to sell our products and services,they can also sell additional items. I forwarded your concerns to our *********************** team for review. If deemed necessary, you might be contacted by a member of this team and/or a representative of the store in question.

Sincerely,

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

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

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

Complaint: 23164824

I am rejecting this response because: this isnt a solution .

Sincerely,

***** ******
Business Response
Date: 05/07/2025
May 7, 2025

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

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

Dear Ms. ***************** May 6, 2025, we received your rebuttal, dated May 6, 2025, filed with the Better Business Bureau.

You rejected my response because you said it is not a solution.

When we spoke on April 24, 2025, I explained that retail stores are independently owned and operated; although our *********************** team is reviewing the matter, the ultimate decision will be made by the stores ownership team. We have no control/influence over the result, and we regret that you disagree.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/07/2025
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.
May last year, bought new phone directly from Boost Mobile as my service provider who sell phone also. The phone is defective. Within 6 months of using it phone has "tap....tap...tap" sound repeatedly, regardless on speaker phone or ear piece. It sound like by other party who hear me calling, like I am under ceiling fans, or other tapping sound.The phone is defective, boost must replace it with new same phone or better at no cost to me as customer. The same phone that ********************** sold to me, are sold half the price at **** for the same new phone (Unlock) and listed for Boost Mobile, that boost charge me for new phone.Not only boost overcharge me for new phone sold by boost, it also defective, poor quality, should not been released to the market and not passing the quality check, before selling it.
Business Response
Date: 04/29/2025
April 21, 2025

Mr. ****** Tandang
***********************************
************************;

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

Dear Mr. ****************** April 11, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.

You said that you purchased a phone from us in May 2024; within six months, you began experiencing issues with ****** said there was or is a repeated tapping sound when using the speaker or the mouthpiece function. You indicated that you can get the same phone unlocked at a lower price on ***** and this phone should not have been released due to its poor quality. You requested the device be replaced at no cost to you.

As stated in my email to you today, ******** has a one-year, limited warranty on their devices. Based on the date you state you purchased the device, you are still within the one-year window; therefore,I suggest that you reach out to Motorola customer service with this link: *******************************************.

Please note that Boost Mobile does not manufacture any devices; therefore, we cannot warrant them.

Sincerely,

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

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

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

Complaint: 23169508

I am rejecting this response because:
Defective device sold by **********************, not by motorola. Boost should be responsible to replace defective device, since it is sold by Boost, not ********. Beside Boost sold at significant higher than market price, compare to Ebay.

Tapping sound happen on any voice method, with or without speakerphone, with or without earpiece

**** sells same phone Moto G 2024 for $69.99 *******************************************; The price on this item in **** is "make an offer" price, seller willing to negotiate which will be lower. It is an open box, means box open, item is new. I paid overprice to Boost ****** on 05/29/2024 with my Amex Credit Card ending in *****. Very poor and unfair treatment to customer by **********************. I have been with republic wireless since 2015 and later bought by Boost, does not get proper treatment as loyal customer, plus ********************** price gauging to customer.

I called ********************** customer service, prior to ******************** complaint and they refuse to replace the phone at no cost to me. I will not make this a big deal, until my wife point out, will not look good in front of my manager at work, when I worked from home having tap...tap...sound. My manager may be thinking I am not really working, probably walking or working in the yard. Not look good at my job, with unfavorable impression from my manager. He will not say anything to me out from his politeness, but at the back of his mind he will think, I am not serious at my job. This affect my job performance and pay.
Sincerely,

****** Tandang
Customer Answer
Date: 05/06/2025
I contacted ******** and they are not helpful.
Business Response
Date: 05/12/2025
May 12, 2025

Mr. ****** Tandang
***********************************
************************;

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

Dear Mr. ****************** May 9, 2025, we received your rebuttal, dated May 8, 2025, filed with the Better Business Bureau.

You rejected our response stating that the manufacturer was not helpful.

Unfortunately,you did not opt for a protection plan for your phone within 30 days of purchase. Since it is still under the manufacturers warranty, the responsibility falls to them. If they determine that the cause of the issue is not covered (as explained in their coverage plan), then you will need to seek assistance from an independent repair facility.

As a courtesy, I applied a $31.52 credit to your account for two months of service.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/06/2025
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.
Business ********************************************************* ************** ****************: ************** I bought a cell phone for my wife in January 2025 to replace a phone that was not working. I paid for the phone full price (as far as I know). We've been with Boost Mobile for at least five years with no problems. In February 2025 the price went up from 35 dollars to 43 dollars. The price was 43 dollars in March also. I went to the store and asked them why the price went up. The store representative said that insurance was added to it. I said that I didn't ask for insurance and I would like it removed and the sixteen dollars returned (eight dollars for each month). The *** said that I would have to call **************** (CS) to get a refund. I called CS and their *** echoed the same story that it was insurance. I told them the same thing, take it off and return the sixteen dollars. They told me the store would have to refund the money but CS would remove the insurance but my phone would no longer be protected. Not that it was her business I told her that I always paid for phones in full so as not to have a bill and that I still wanted the sixteen dollars returned. I'm also not going to go back and forth between the store and the *** After a shouting match ** said that the insurance would be removed but she couldn't return the money because the insurance company took it and my phone was protected during those times. I know this is not professional BUT she's got to be kidding me. I planned on using the phone for the transfer but CS said that since I didn't have it for one year they would release the number but the phone would remain locked. What do I want? I would like the phone unlocked so my wife can continue to use the phone that we bought on January 2025 and I would like the sixteen dollars returned that they stole."According to the *********************************, the carrier must unlock your phone free of charge after youve fully paid off the device."
Business Response
Date: 04/23/2025
April 22, 2025

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

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

Dear ************************** 7, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.

You said that you purchased a cell phone and paid full price for it. In February 2025, your monthly rate increased from $35.00 to $43.00. When you called in to inquire, you were told it was due to an insurance plan being added to cover the device, which you did not authorize. You requested a $16.00 refund for the two months you were charged ($8.00 a month) for the coverage, and for the phone to be unlocked.

When we spoke today, I informed you that I would forward this to our *********************** team for review with the store in question where you bought the device from, since retail stores are independently owned and operated.

You told me that the device in question is a Summit Flip (IMEI ***************). I explained that, since this is a ***** device and was brought over from another carrier, you would need to contact ***** to have it unlocked. I provided you with their phone number, **************.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:04/06/2025
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 would like a refund for an order that I did not receive. I called boost mobile several times and they advised there is nothing I could do about it
Business Response
Date: 04/08/2025
April 8, 2025

Ms. Faizah Johnx
***********************************************************************************************

Re:          BBB Complaint #********
57837896932021 - ************

Dear Ms. **************** April 8, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.

You said that you ordered a SIM kit that was never delivered and when you requested a refund, you were denied. You would like your funds returned.

When we spoke, I advised you that normally we do not offer a refund for prepaid service; however, in the interest of customer service, I agreed to provide one of $15.98. 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

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

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