Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 4,970 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:04/03/2025
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 realized a couple months ago that Boost has been actually double charging me since October. I have made several calls about this. The billing history and payment history do not match and my payment history reflects, as explained to me, that when I bought a new phone from them, it appeared like a new line. But it was simply an upgrade, which I used the link for the upgrade directly. In addition, I attempted to upgrade my sons phone a couple months later, in February. It then did the same thing. I only have ever had two lines. But while they were working on the problem theyre still charging me twice, the phone I attempted to get for my son was sent back to them by the post office, and theyve turned my phone off. And Ive never gotten the refund from the nonexistent phone, that they are also charging me for. I am a single mom, and **** have been diagnosed with lesions on my brain so am dealing with a lot of drs. I cant not have my phone on. They then talked to me the way they did in chat. I want my money back! And I will switch services after my phone gets turned back on. I have wasted countless hours talking to customer service **** that are kind, and see exactly whats happened, and request an expedited search into it. But have also had very rude condescending ones as well. They have litter stolen money from me and then turned my service off. Never had a problem with them in 16yrs, until this.Business Response
Date: 04/22/2025
April 22, 2025
Ms. ****** ********
********************
******************
Re: BBB Complaint #********
************
Dear ***************************** 3, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
You stated that you have been overcharged since October 2024. You indicated that when you purchased a new device, it was added to the account as a new line but you only ever had two lines. You also ordered a new device for your son's line, but it was returned and not refunded. In addition,you provided a screenshot as evidence of an agents behavior. You requested to receive a billing adjustment and a refund, and for your service to be reactivated.
Our records indicate that the account was never charged for three lines of service and all evidence we reviewed reveals the billing is accurate.Both lines were ported out to another carrier on April 18, 2025.
The device ordered on February 9, 2025, was returned to our warehouse and a refund of $161.24 was processed on April 3, 2025.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representative will be investigated and shared internally with the appropriate personnel as needed.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****Customer Answer
Date: 04/28/2025
Complaint: 23156439
I am rejecting this response because:
I physically went into a Boost Mobile store, where the owner verified that I had indeed been deceived and was being charged for more than just the one account.
Sincerely,
****** ********Initial Complaint
Date:04/03/2025
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 am a new customer with ******************** and recently purchased an iPhone 16 Pro Max on March 6th with a 30GB unlimited plan. Due to accidental usage, I exhausted my data and purchased an additional 10GB. However, an iCloud restorenecessary after eSIM issuesquickly consumed that data.After spending six hours with customer support and visiting a store to resolve my eSIM issue, my phone automatically backed up, depleting my data. My service was then severely throttled, making it nearly unusable. Despite multiple calls, I was initially offered a $10 credit and later promised 12GB of additional databut only 2GB was actually ******** an Uber driver, reliable internet is essential. I was left stranded near the border without GPS and faced an emergency where I couldnt quickly request a ride due to the throttling. Boost Mobile has provided no real solution, refusing a one-time data reset or the additional data I was promised.This is a frustrating first impression. I request either a bill adjustment or the additional 10GB of data until my billing cycle renews on April 6th. Please address this issue promptly.Business Response
Date: 04/16/2025
April 10, 2025
Mr. ******* ******
******************
*************** 90008
Re: BBB Complaint #********
47571663378606 -************
Dear *************************** 3, 2025, we received your complaint, dated April 3, 2025,filed with the Better Business Bureau.
You said that you spoke with customer care and you were offered 12 GB of data free due to an issue you experienced with your eSIM; however, you only received 2 GB. You would like either the 10 GB of data to be added or a billing adjustment equal to that amount.
Our records reflect that you contacted us on March 23, 2025,regarding your data. We appreciate that you brought your customer service concerns to our attention for internal review. We regret any inconvenience. We added a $20.00 courtesy credit to your account.
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:04/02/2025
Type:Billing 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.
My monthly bill has not been adjusted to the correct amount. I've been having to inconveniently call in every month for boost to correct the bill from $130 back to $90. They don't seem to know anything about why or how to fix the mistake and it's getting frustrating to keep calling in every month and waste 30 minutes of my time having to hear the same story. This problem was something I've complained about already. Error to my bill.Business Response
Date: 04/23/2025
April 22, 2025
Mr.*********** *****
*****************
***********************;
Re: BBB Complaint #********
580298925126 - ************
Dear ************************** 10, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you have to call in to get your billing corrected, as your rate should be $90.00 and not $130.00, but to no avail.
A review of your account reveals that your rate is $90.00 a month, and the next payment is due on May 4, 2025.
We regret any inconvenience 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 80210
****** ********Customer Answer
Date: 04/23/2025
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:04/02/2025
Type:Billing 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.
The screenshots show that boost is still holding my credit card on file for auto pay on an account that I closed they also are showing the I am going to owe money at the end of the month in a screenshot a $50 that they said they're not going to charge but it says it on my account I'd like this correctedBusiness Response
Date: 04/16/2025
April 9, 2025
Ms. ***** ***********
*********************************************
************************
Re: BBB Complaint #********
************** - ************
Dear ******************************** 2, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You requested that Boost Mobile remove your credit card from our system.
You agreed to our terms and conditions when you activated your account, which state that we will keep your credit card information on file. For more information,please visit ********************************************************************* and refer to the Billing and Payment section.
Please note that there is no payment due on your account; and therefore, no payment to be deducted.
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:04/02/2025
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.
Im being charged for cell phone lines that I have never used and have asked to cancel for monthsBusiness Response
Date: 04/16/2025
April 10, 2025
Ms.**** *****
MD 21044
Re: BBB Complaint #********
76155676870409 - ************
Dear ************************** 4, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you are being charged for lines you never used and you requested they be canceled.
When we spoke, we located a second account in your name that you claim is not yours.I advised you that you will need to file an ID theft claim with us by visiting ************************************* you will find our ID theft procedures through our parent company.
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:04/02/2025
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 a $60 monthly plan with boost mobile. And I'm supposed to receive unlimited talk, text, 35 gb of premium data and 30 gb of mobile hotspot data. AND also 5G access todo ****** plus (TI) each month. Well for the last three months I have not gotten to use all of my mobile hotspot data. So I'm not getting what I pay for and feel like I'm getting ripped off each month for the mobile hotspot data that I pay for as part of my $60 monthly plan and don't get to use. My plan starts the on the 19th of each month but they usually take my payment out on the 18th. So I feel like they need to credit me for 3 months worth of mobile hotspot at 30 gb of data for each month. I'm willing to take $90 in credit to my account for the missing 3 months of hotspot data. And yes I used up my premium phone data but nowhere on my plan says that if you use that up the hotspit data stops even if you still have all that data available. Esp when I've been a customer for long times and through all the mergers that led to boost mobile being owned now my dish network.Business Response
Date: 04/09/2025
April 2, 2025
Mr.***** **********
2125 ******* **.
********************
Re: BBB Complaint #********
************ - ************
Dear Mr.**********:
On April 2, 2025,we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you have been unable to use all of your mobile hotspot data. You also indicated that you are charged on the 18th of each month, which is one day prior to the beginning of your billing cycle on the 19th of the month. You requested a $90.00 credit equal to three months of mobile hotspot data.
The Boost Mobile terms and conditions state that hotspot data is pulled from your total high-speed allotment. You can always purchase more data to be used for both hotspot and regular device data.
Your Boost Mobile service is prepaid; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date, which is the 19th of each month in your case. Since you are not on autopay, you can control when your payments are made.
Your request for a $90.00 credit is not warranted.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
****** ********Initial Complaint
Date:03/31/2025
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 3/28/2025 I dropped my phone in the lake while fishing. I called boost as soon as I could to get started on a claim so I could get a replacement. The likewise employee told me that I could pay cash at any boost mobile store so I hurried to pay my deductible in-store. The lady didnt know how to do this procedure so she called her boss and Im guessing he walked her through the process. But the guy had no idea what he was doing either because Instead of attaching the $40 I gave her to the deductible for my insurance she attached the $40 to my account. I found this out Sunday morning when likewise said that the payment was never processed so I went to the store again and the lady was there confused about what the problem was and so was I because I didnt know she had made a mistake. Then today on 3/31/2025 i call the store and a different person answers Im guessing the manager, she says that the payment was never sent to likewise it was sent to my account as credit and that I had to come in to pay another $40 to process my deductible. I called customer service they said they could not refund the $40 from my account and the lady at the store says its not possible to get a refund on my account. Not to mention I was charged an extra $4 for an epay service charge. Now obviously I could just leave the credit on my account and accept it even though I JUST paid my phone bill on the 28th but no this lady took my currency and made a purchase I did not authorize her to make with it. Im uploading the first encounter with boost and the second receipt is the one for the ACTUAL likewise payment which was later in the week. I was very clear on where I wanted my funds to go and I expected this lady to know where to put my funds. This is an issue and I expect an outcome for this inconvenience.Business Response
Date: 04/22/2025
April 22, 2025
Mr. ******** *********
**************************************************>************, IN 46201
Re: BBB Complaint #********
************ -************
Dear ****************************** 1, 2025, we received your complaint, dated March 31, 2025, filed with the Better Business Bureau.
You said you attempted to pay your Likewize deductible in-store, but the $40.00 payment went towards service instead and you were charged a $4.00 fee. You requested a refund.
We appreciate you bringing this to our attention; I forwarded the details to our retail team for internal investigation.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, your refund request is declined. However, the payment has gone towards your service and as a courtesy, I applied a $4.00 credit to your account for the fee charged.
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:03/31/2025
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 have been a booste mobile customer for almost 2 years. With 2 lines at $25 a month each. In June 2024 the number ********** had its sim card crash. I called and reported it and no new sim was ever sent. After that i called 8 different times to get the line canceled. Because the line wasnt active due to the sim card being faulty, they WOULD NOT cancel it due to not being able to verify through text. The sim card doesnt work, i CANT verify through that number. I have been put through pure h*** to get this line canceled and have been charged for line that wasnt active since June 2024. After being on the phone for 3 hours today, and then another 2 hours because boost dropped the call, they refuse to isssue me a refund or a credit to my account for the line that is active. Boost has said themselves they see i have called before about the number with the faulty sim card but can not issue me a refund or change the bill this month that is currently trying to come out of my account again. i have been charge 50 instead of 25 for 9 months, Boost is literally stealing from me when they can see ****** the phone line was able to be used due to their sim card crashing, and they refused to cancel the line within those 9 months and kept billing me for it. Thats $225 that boost has stole from me. I was with Boost Infinte, and all this happened when they switched our accounts to ********************. I asked for a credit to my active line for future bills or a new phone to accomadate the money they have take from me the past months and all they say they can do is offer me a $10 credit. That is beyond outrageous!!! There was no service to that phone, i shouldn't have been charged for it to start with. They wouldnt cancel it, they wouldnt take it off autopay, they wouldnt give me access to my app or online without that number working, but it was not my fault the sim card crashed, it was theirs, and they continued to steal from me for something that did not work!!!! And was reported many timesBusiness Response
Date: 04/17/2025
April 16, 2025
Ms. ******* ******
******************************************
Clover, SC 29710
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** March 31, 2025, we received your complaint, dated March 31, 2025, filed with the Better Business Bureau.
You said the *** card stopped working for your line ending in 9946, and you did not receive a replacement. You also requested for the line to be canceled, but you were unable to verify your account. In addition, you said customer care refused to remove you from autopay.Furthermore, you requested a billing adjustment/refund, but you were denied.
Our records show a new *** card was sent to you in July 2024; however, there is no record of you calling in to indicate you did not receive it or to cancel the line. In fact, you did not call back in to cancel this line until March 2025. 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. Your line ending in 9946 is pending disconnection on April 18, 2025.
Please note: Boost Mobile postpaid service requires autopay,so you were informed accurately by customer care it could not be removed.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your request for a billing adjustment/refund 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:03/30/2025
Type:Delivery 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.
Ordered a phone and then once I paid I was informed theyre none in stock. I tried to reach out and cancel the order via chat and phone and was told theyre unable to cancel. So theyve already taken my money, Theyre unable to cancel the order, unable to change the order and unable to provide me a time or an estimate of a time of when one would be shipped out because there are zero in stock. This is false advertising. This is stealing peoples money.Business Response
Date: 04/18/2025
April 17, 2025
Ms. ****** *******
**********************************************************************************
Re: BBB Complaint #********
************** - ************
Dear Ms. ****************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
You said that you ordered a phone,but then you were informed it was not in stock. You tried to cancel the order,but you were told this could not be done since you had already been charged for it.
The phone you ordered is one of the most popular devices we offer. Because of this, inventory can be depleted from time to time; however, we are continually working with device manufacturers to restock as soon as possible.
A review of your account shows that the device was delivered on April 2, 2025.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/30/2025
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 signed up for Boost Mobile on 02/10/2025 for an offer they had where you "BUY 2 OR 3 LINES GET 50% OFF 2ND LINE OR 3RD LINE FREE FOR ONE YEAR" However, they are not honoring this agreement. As you can see in the order summary for order number 3529-436589-9541, the order summary shows BYOD (bring your own device) unlimited is $25 and Galaxy S24 unlimited is $12.50 (reflecting the 2nd line being 1/2 off). On my first bill which is for Bill period Feb 15, 2025 - Mar 15, 2025, you will see on page 2 of 3, it reads, "Recurring Mrc Discount -$12.50," which is correct. The problem comes with my second bill, which is for Bill period Mar 15, 2025 - Apr 15, 2025, the "Recurring Mrc Discount -$12.50" is not there, and I am not given the discount. I am charged the full amount. I contacted Boost and was told the discount would be reflected when my bill was automatically charged on my credit card. My card was charged today, and there was no discount. So I contacted Boost a second time, and they told me the discount was only for the first 3 months. I told them I had not had the phone three months, so I was put on hold and then told the discount was for only one month, and that I did not meet the requirements for the discount because I didn't bring my own device for BOTH lines only one line. This was the first time this was told to me and different from my order summary and my first bill. The bill and information given to me now is not what I was told at the beginning. Also the word "Recurring" means more than one time. I was given this discount only one time. I signed up for the service under their advertisement that the discount would be for one year, not one month or three months, but for one year. I also have an email from my original order summary showing one line would be $25 and one line would be $12.50. I signed up for both lines at the same time and activated them at the same time and was not told this offer would not apply because I did not bring my own device.Business Response
Date: 04/16/2025
April 9, 2025
Ms. *** *********
*****************
*******, GA 30662
Re: BBB Complaint #********
************** -************
Dear Ms. ******************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
You said that you purchased two lines with the understanding one line would be half off for the first year, but you have been billed the full rate.
I added a $12.50 credit to your account to honor the rate you agreed to, and I contacted our back office to ensure that your future billing is accurate.
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: 04/22/2025
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,
*** *********
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