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

4,970 total complaints in the last 3 years.
1,500 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:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on March 21 2015 I purchased an iPhone 15 from boost mobile. on boost mobiles website they are advertising the iphone 15 ****** when you buy in-store and switch carriers. The location on ************************************* charged me ****** for the device, the same price as if I was to order online. I was not given the ****** price. **** ******** specifically stated that they will not be offering the ****** price. I contacted boost mobiles customer service and inquired about the false advertising and was told I need to talk to the store. Boost mobile customer service was no help and kept giving me the run around. attached is the receipt of purchase as well as the advertisement as seen online regarding in store pricing. I am requesting the difference in ****** and ****** be refunded to my payment method. if boost mobile refuses to refund the amount I will contact my bank and have them perform a charge back of the purchase.
Business Response
Date: 04/17/2025
April 16, 2025

Mr. ****** *******
*****************************
*******, ** 77088

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

Dear Mr. ****************** March 24, 2025, we received your complaint, dated March 21, 2025, filed with the Better Business Bureau.

You said Boost Mobile advertised an iPhone 15 for $149.99, but you were charged $299.99 in-store. You indicated that customer care was not able to resolve the issue. You requested the difference be refunded.

We appreciate you bringing this to our attention. I have forwarded the details to our retail team for internal investigation. If you have any questions or you would like an update, you can contact me directly at ********************* or **************.

We apologize for any inconvenience.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/23/2025
On may 23rd 2025 I purchased a 65 dollar reload card from ******* to restore my service. The pin didnt work and I was directed to return to the store to figure out why. The store said they properly activated the card. Called cs back again and spoke to ******* who told me it still wasnt working. After explaining everything to her she kept repeating herself gradually becoming irritated and disrespectful. She wouldnt transfer me to a manager stating shes gonna drop the call. After asking for a manager 10 times she refused to transfer me further making me think she didnt do something correctly. Boost mobile has the worst customer service from the stores to corporate. I spent 65 dollars on this reboost card for my service. Now my service is suspended because the agents did something incorrectly. Boost mobile still owes me a refund for the initial overcharge of ******. Boost mobile needs to either refund me or add the amount to my account.
Desired Resolution
Contact by business
Business Response
Date: 06/17/2025
Date Sent: 6/17/2025 4:29:28 PM
June 14, 2025

Mr. ****** *******
**********************
*******, ** 77088

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

Dear Mr. ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">
On May 27, 2025, we received your complaint, dated May 23, 2025, filed with the Better Business Bureau.

You said that you purchased a Boost Mobile reloadable card from *******, but the pin did not work. You stated that the agent you spoke to was unable to assist you. You also maintain that you are owed a refund for the initial overcharge of $149.99. You requested that someone reach out to you.

Our records show that you were able to use a Re-Boost card to make a payment on your account on May 30, 2025. If you experience issues with a Re-Boost card that you purchased from *******, you will need to address the issue with ******* directly.

In our email correspondence, I attempted to inform you that you were charged for the device itself, AirPods, a car charger, phone case and screen protector bundle, which totaled $153.22. Because the purchase occurred in March 2025, you are outside of the return window. Although we regret that you disagree, you were charged correctly.

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: 06/17/2025
Date Sent: 6/17/2025 6:28:51 PM

Complaint: 23372625

I am rejecting this response because: ****** ***** did not properly investigate because if she did shed know that this is my second bbb complaint in which she handled improperly. A bundle was never purchased. The store owned by boost mobile lied and overcharged me to keep from applying the discount for the device. The store listed the overcharge as a 3ft usb cable in which I didnt receive. If ****** properly investigated the purchase she would know that I only received the device nothing else. She would also know that the particular store in question always tacks on extra charges in order to not provide company promotions to customers. ****** also tried to have my service disconnected in which no one gave her permission to do that. I would suggest that no one buys service from boost mobile especially the store located at *******************. If ****** didnt want to do her job she shouldve said that instead of lying about purchases Ive made. No recharge card was ever used nor did I receive a bundle. Boost mobile store dont even carry AirPods and if they do theyre fake AirPods not made by *****. Alicias customer service is trash just like her attitude and boost mobiles service.

Sincerely,

****** *******
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 2nd my husband and I switched to boost mobile and purchased 2 ******** razor phones. Roughly around a week after switching and purchasing the phone we both grew frustrated with HORRIBLE SERVICE AND INTERNET. I called boost on March 21 and told them we are not at all happy with our service and wanted to cancel our service. At first The customer representative was offering credits and incentives to stay with boost Mobile when I told her I was not interested in staying with boost Mobile she made me an offer of crediting my account $100 which means I would pay 24 on the next billing cycle once I told her I wasn't happy with the service and I wanted to cancel and get a transfer pin she told me she had to look to see if my phone could be unlocked I don't see why it wouldn't be able to be unlocked because I outright paid for both phones after checking with the back office she tells me my phone can't be unlocked for 12 months no one told me that when I signed up for service they say no contracts but yet they're locking me in to a contract by not unlocking the phone for 12 months so when I said I want $100 credit then they want to go back on their word and say that was never offered to me when the calls are recorded and it most certainly was offered to me. That right there goes to show how much they don't care about their customers they basically called me a liar saying that wasn't offered to me when the calls are recorded and I was on speaker phone and my husband heard them as well as I did. They try to offer me $10 off my next billing cycle like what is $10 going to do it's not going to give me better service it's not going to give me better internet. If I would have known how this all would have turned out how they treat their customers how bad their services is how horrible the internet is I would have never chose to go with boost Mobile. I will be making sure to tell my family and friends how boost treats their customers and after paying 500 plus dollars
Business Response
Date: 04/09/2025
March 28, 2025

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

Re:          BBB Complaint #********
66777676093221 -************

Dear Ms. ***************** March 24, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that you wanted to have your devices unlocked (as you are unhappy with the service), but your request was denied. You also stated that you were offered a $100.00 credit by one agent and another would not honor ****** would like to receive the $100.00 account credit or for your devices to be unlocked.

The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock it.Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate,which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

I added a $100.00 credit to your account in the interest of customer 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:03/21/2025
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.
Since December 27th 2024 until February 27th 2025 I have paid boost between my bill and my new phone that hasn't worked since I got it $765. It was $170 for the phone and $595 for the bill from boost Mobile. I asked customer service x50 **** if he could help me and he doesn't have the same bill I'm looking at through their app in front of him he says mine is wrong that I don't I don't have that in front of me because he's not seeing it but how can he help me he wants to know? If he can't see what I'm seeing how is he going to help me? So the gentleman want to argue with me. Obviously there's something wrong with the app and connecting with their computers and them not seeing what I'm seeing? Or they can just give him money back... X50 **** told me there was no need to go to a store because he could fix it. **** can't even see it and he just telling me that I'm wrong, how rude. Talking to me like I'm a child, because he's not seeing the same thing I am because of the computer on my phone or vice versa. Tells me he's sorry that I have to go to the store but I shouldn't have to that he can solve it still but he can't. Cuz he can't see it. Now corporate has to be involved, cuz x50 wants to be rude and ignorant on the phone and the customer is not right he says. What happened to the customer being right why would I even call.? It seems that boost is just gone downhill since I joined them my $25 bill went to $58 somewhere along the line I'm really not sure where unfortunately it seems to be a good deal until it's not. I see Boost Mobile is having lots of problems, I hope I get my money back and a new phone.
Business Response
Date: 04/14/2025
April 14, 2025

Ms. ***** *******
*****************
*****, ID *****

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

Dear Ms. ****************** March 24, 2025, we received your complaint, dated March 21, 2025, filed with the Better Business Bureau.

You stated that you paid $765.00 to Boost Mobile between December 27, 2024, and February 27, 2025, including $170.00 for a new ********** indicated that there are several payments not appearing on the account,though they do appear in the app. You also mentioned that your bill increased from $25.00 to $58.00. In addition, you said that an agent was rude to you. You requested to receive a refund and a free replacement device.

Please note that all Boost Mobile retail stores are independently owned and operated, and the payment for the new device went to the retail store and is not visible to Boost Mobile.

A review of the call recordings found that you stated there were payments made on the 8th of each month. These are valid charges. You also said that there were payments made on the 24th of each month. These payments do not appear on your account. Please confirm that these payments were processed by your financial institution, and dispute any payments taken on the 24th.

Our records indicate that your monthly rate for the line ************** has been $50.00 per month and you have paid $8.00 per month for device insurance since the account was activated on August 22, 2023. A second line was added on December 28, 2024,at a retail store.

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.

The billing on your account is accurate in our system; as such, no refund or replacement device is warranted

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:03/21/2025
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 am writing to file a complaint against Boost Mobile for failing to properly cancel service on my account and for continuing to charge my girlfriend's credit card despite my request to cancel the ********** January 2025, I lost my phone that was linked to the phone number ************. I contacted Boost Mobile to cancel the service due to the loss of the phone and my dissatisfaction with the service. Despite this request, Boost Mobile did not cancel the service and continued to charge my girlfriends credit card on file.I have spent over an hour being transferred back and forth between multiple customer service representatives, all of whom have been unable to fully resolve the issue. One representative transferred me to another for account verification, and then I was transferred again, only to be offered a new phone to reactivate the service. This back-and-forth has caused significant frustration, and none of the representatives were able to resolve my issue due to their limited authority.Additionally, I have been unable to access my account online because Boost Mobile's verification process requires sending a code to the lost phone, which I can no longer access. I have no intent of reactivating service with Boost Mobile or purchasing a new phone to continue service. My sole request is for Boost Mobile to officially cancel my account, stop all future charges, and issue a refund for the unauthorized charges that were billed after my cancellation request.I am seeking a resolution to stop further charges and to receive a refund for the amount charged after my cancellation request was made. I would also appreciate an official confirmation that my account has been fully canceled.Thank you for your attention to this matter.
Business Response
Date: 04/09/2025
March 27, 2025

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

Re:          BBB Complaint #********
63467266427257 -************

Dear Mr. ******************** March 21, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that you contacted customer service to close your account in January ******** you continued to be billed. You are requesting a refund.

A review of your account does not show that you contacted us in January 2025;however, when you called us on February 12, 2025, the line was suspended. This did not close the account, in the hopes that the device would be found and the service restored. We did not hear back from you until March 21, 2025, at which point you asked for the account to be closed.

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. However, in the interest of customer service, your last payment of $26.77 will be refunded. 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: 04/21/2025

Complaint: 23099236

I am rejecting this response because:
Boost Mobile has failed to provide me with my account statement. I am unable to log on to Boost mobile and request this because they will not give it to me without an active line. I want my account statements for the entire period of my phone activation (less than 3 months estimated).
A review of the phone logs will show I contacted on February 12 and March 21, 2025 requesting this.
I want Boost Mobile a full refund and not a partial refund. +1 Month for a horrible customer service, an automated service that doesn't assist you and is very difficult to get a representative, and their refusal to provide me my call log history without first purchasing another Boost mobile phone.

Sincerely,

**** *********
Business Response
Date: 04/28/2025
April 26, 2025

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

Re:          BBB Complaint #********
63467266427257 - ************

Dear Mr. ******************** April 25, 2025, we received your rebuttal, dated April 25, 2025, filed with the Better Business Bureau (BBB).

You rejected our response stating that we refuse to provide you with your billing statements and call logs. You requested a full refund and compensation.

Please note that paper billing statements are not generated, but you should be emailed a description of your charges and payment. Call logs can be viewed with your device, or more detailed records are available through subpoena **************************************** (subject line "Dish Subpoena").

Please reference my previous correspondence (can be viewed on the BBB site), where I explained that only a refund for your last payment ($26.77) is warranted. Therefore,your request for additional compensation is denied.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/08/2025
I am rejecting Boost Mobiles response.

My issue remains unresolved. I am requesting a copy of my call logs from my former Boost Mobile account and phone number. I no longer have the Boost Mobile service or the phone itself, so I am unable to access these records as suggested.

Boost claims the call logs are only available via subpoena. I find this unacceptable and unreasonable, as I am the account holder and requesting access to my own call historynot someone elses private data.

Additionally, I never received any email statements despite their claim that charges and payments were sent via email. I need access to the billing records and call logs associated with my account for personal documentation and dispute resolution.

At minimum, Boost Mobile should provide me with:
I am not satisfied with the $26.77 refund as the only resolution. I am simply asking for access to records I am legally entitled to as a former customer.

Thank you.
Business Response
Date: 05/15/2025
May 14, 2025

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

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

Dear Mr. ******************** May 13, 2025, we received your second rebuttal, dated May *******, filed with the Better Business Bureau.

You said you never received statements by email despite our claim.

I never said we emailed you statements; in fact, I advised you that your account is prepaid and statements are not generated. We will email a customer to notify them of their upcoming due date, but nothing else.

You continue to request a refund and call logs; however, these items were addressed in my previous correspondence. To reiterate, you were refunded your last payment of $26.77 but no further refund is due. As for the call logs you will need to submit a subpoena.

We regret any confusion.

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 05/19/2025
Complaint ID: ********
I am rejecting Boost Mobiles response for the following reasons:
I have not received the call logs or billing statements Ive requested multiple times. Boost continues to insist that I either reactivate service or obtain a subpoena both are unreasonable steps for a former customer trying to access their own account history.

Customer service told me to deactivate my old account and buy a new phone just to get a security code and access my own statements, which makes no sense and is not an acceptable solution.
Their process lacks transparency, and the repeated runaround has been exhausting and unacceptable.

To resolve this issue, I am formally requesting my full call log history and billing statements for the phone number listed in this complaint.

Unless Boost complies, I will pursue further action through the *** and California priva
cy channels.
Initial Complaint
Date:03/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 26th 2025 I purchased 2 phones separately, each for $1414.39, through the boost mobile app under the free year of service deal. I have been a customer for almost 9 years and my bill has always been $80. When I submitted my payments to purchase the phones it said my new monthly bill would be $0.00 both times. I noticed that I was still being charged $55/month so I called customer service today 03/21/2025 and they told me there was nothing they could do except downgrade my plan to the $25 plan because it was a deal only for a line of $25 and they had already credited my account the $25/month. I explained to them how it never once said anything about a $25 credit or only for a line of $25 when I was purchasing the phones, I even went back through the process to double check and see if maybe I missed something and again, there was never a mention of $25 during the process, not even in the legal notices section. This was a large out of pocket expense for my family that I never would've made if I had known i wasnt actually going to get a free year of service and I feel like I got scammed into spending more money and I didn't even get half of what I paid for.
Business Response
Date: 04/09/2025
April 2, 2025

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

Re:          BBB Complaint #********
414406068176 - ************

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

You said that you purchased two devices with the understanding that they came with a year of service; however, you have been billed.

A review of your account reveals that you did have the correct service plan. The offer is for our $25.00 a month plan for 12 months. Your account reflected the $50.00 plan for each device. This has since been corrected and we credited your account $25.00 for the overcharge.

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: 04/09/2025

Complaint: 23098980

I am rejecting this response because:
As I stated in my original complaint, I was not told I would get a $25 credit or that this only qualified for the $25 plan. I was told my new monthly bill would be $0 after each purchase. And since then, you have changed my plan against my wishes and without my permission, as to try and correct your mistake and now I am even more unhappy than I was before because you're doing things I didn't agree to and specifically said no to in my original phone call to customer service.
Sincerely,

****** *******
Customer Answer
Date: 04/16/2025
I was promised a year of free service through the purchase of their phone at full price. It stated this during the checkout process and when I was selecting the phone I wanted to purchase was under the year of free service promotion. It was not states that my $50 plan was not part of the promotion and i would only be credited $25 or that it was only for the $25 plan if I wanted a year free. They have since changed my plan against my wishes and without my permission.
Business Response
Date: 05/09/2025
April 25, 2025

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

Re:          BBB Complaint #********
414406068176 -************

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

You rejected our response and added that your billing is not correct, and requested a refund.

Our records reflect that you are being billed $30.00 for one line and your second line has no charge. Therefore, a refund of your $55.00 payment will be provided; 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: 05/09/2025

Complaint: 23098980

I am rejecting this response because:
Again. $0.00 is $0.00, no matter how you dice it. Never in this process of purchasing 2 phones AT FULL PRICE, was i informed either line would need to be changed in order to recieve a free year of service. Nor was I informed only 1 line would be free. Refunding $55 when I was paying $80/month, and then changing my account without my approval and against my wishes does not make up for the error that occurred. Had any of this been in the disclaimers, I never would've paid for 2 phones, because I most definitely could've put that money to better use. Having a free year of service was my incentive and I feel scammed, seeing as though, what I paid for both phones covers 3 years of service at what I was paying, I really dont think im asking too much. Especially since I've been a boost customer going on 10 years now.
Sincerely,

****** *******
Initial Complaint
Date:03/21/2025
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.
My husband went to boost Mobile for a phone plan. The plan he signed up for was for $25 a month forever. In order to get this plan, he had to pay full price for a phone at their store... Which he did. This was done on 2/20/25. The total cost for the paid in full price for a new phone from their store, activation fees, SIM card, the first month service, etc. came to $171.66. When he went to pay his phone bill for the following month, it showed that his plan was $50 a month. We called customer service and they told us to go back into the store. We went back into the store, and the clerk stated it would be no problem to fix, and that he should indeed be on the $25 a month plan! When she tried to fix the problem, she blamed the computer for not allowing her to do so. She stated that his plan is $50, it was the computers fault, and there was nothing she could do. We asked for a full refund of the total price, because they fraudulently advertised a plan that apparently does not exist. She claimed she couldn't do anything to fix it or make it right. The next day we contacted customer service again and explained the situation, asked them to put the plan at $25 a month, because that is what he signed up for. They would not accommodate. They always blame the computer for their mistakes. We then asked them to unlock the phone so we could go elsewhere. They said we had to wait for one year. The sign in the store, to date, clearly states they have this $25 plan as long as you buy a phone from them for full price... Which is exactly what he did. Between going back to the store and speaking to customer service on the phone, all we requested was that the plan he signed up for... Which is $25 a month... is honored. Refusal to help us at every turn. This is absolutely fraudulent, and they are outright lying to their customers.
Customer Answer
Date: 03/21/2025
I received an email from you regarding complaint number ********. This matter has been resolved as of today. I am not requesting any action at this point. You can let the company know it was resolved. Thank you
Initial Complaint
Date:03/21/2025
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 have been a customer of ******************** for 2 years. My cell phone number with Boost Mobile is ************ I am not happy with the service I received this week.I paid $16.30 for roaming to be added to my account so my phone would work to make calls and receive calls while I traveled to ************** 3/16 - 3/19.However, I did not get the service I paid for. My phone did not work for all 4 days while I was on my trip. I could not call for any emergency assistance, my family could not reach me to make sure I arrived at my destination. No inbound or outbound call service for 4 days.When I arrived back in ***************** on Wednesday I called Boost to make my complaint and demand a refund of what I paid. All I was told is that I could get a $16.30 credit.I did not pay with a Boost Mobile credit, I paid the $16.30 with my Mastercard credit card on Saturday March 15, 2025. I want a refund back to my credit card, not a Boost Mobile credit on my account for failure to give me the customer the service I paid for.
Business Response
Date: 03/28/2025
March 25, 2025

Ms. ***** ******
**************************************
**********, ** 34786

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

Dear Ms. ***************** March 24, 2025, we received your complaint, dated March 21, 2025, filed with the Better Business Bureau.

You said that you paid $16.30 for roaming services to be added to your account while you traveled from March 16, through March *******; however, you indicated that your phone did not work for all four ******** stated that after returning home, you spoke to customer care and requested a refund, but you were told that you would only receive an account credit. You requested that $16.30 be refunded to your credit card.

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.

As a one-time courtesy, a credit of $16.30 was placed on your account due to your issues with global roaming. There are no further credits or refunds due beyond this.

Sincerely,

********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

             ***** *****
Customer Answer
Date: 03/30/2025

Complaint: 23097391

I am rejecting this response because:
I did not receive the service from Boost Mobile that I paid for. They agreed and accepted my payment but did not provide the agreed service for that payment. Please make sure that this is listed and communicated to others that this is how they conduct business. They accept payment for certain services but do not provide service and refuse to refund the payment for that service. I have now terminated my 2 accounts with ******************** as of 3/29/25 and will convince as many other customers to terminate their business relationships with Boost Mobile and will be sure to let other potential Boost Customers know about my experience so they will refrain from starting service with Boost Mobile. I asked for a refund for services NOT rendered and so I will be sure to give to go public with his experience.

Sincerely,

***** ******
Business Response
Date: 04/04/2025
April 4, 2025

Ms. ***** ******
**************************************
**********, ** 34786

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

Dear *************************** 3, 2025, we received your rebuttal, dated April 3, 2025, filed with the Better Business Bureau.

You maintain that you were unable to use the service you paid for, and you expressed frustration with not being refunded. You indicated that you have since canceled your account.

As previously stated, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and nonrefundable, so your request for a refund continues to be declined.Our records show you received an account credit of $17.00 on March 20, 2025; no additional compensation is warranted. We regret that you disagree.

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, L.L.C.

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

                ****** ********
Customer Answer
Date: 04/10/2025

Complaint: 23097391

I am rejecting this response because: No worries I have made my ****** Review of Boost Mobile very public!

Sincerely,

***** ******
Initial Complaint
Date:03/20/2025
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 lost my phone and purchased a replacement for 149 dollars and they will not let me get into my account to exchange phones
Business Response
Date: 03/28/2025
March 28, 2025

Ms. ******* ****
***********************
Winthrop, MA 02152

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

Dear Ms. *************** March 24, 2025, we received your complaint, dated March 20, 2025, filed with the Better Business Bureau.

You said that you replaced your lost phone, but you have not been allowed access to the account to exchange it.

When we spoke today, you said this account was set up for your niece; however, when she lost her phone you filed a claim with Likewize and decided to give the replacement to your husband and change the number. When you were provided questions by the account verification team, none of them had anything to do with you. You did say that your identity was stolen, but that was ten years ago.

After researching the issue, I was able to determine your identity was verified. I replaced the **** with the correct one and issued an eSIM to the new phone.

I apologize for the inconvenience this has caused.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:03/20/2025
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.
Date of Transaction: Jan 24 2025 Been a boost mobile customer since June 2023. Have purchased two phones from Boost. Last phone purchase was on the date above. Phone was purchased for my wife. We had recently received news that we will be moving oversees, permanently. Requested my wife's phone to be unlocked. I was told that they are physically unable to unlock my wife's phone as the phone hadn't been in service for 12 months. My first contact with this company, ended in the service *** sending back to back questions and instantly closing out the chat while I was typing, and before I had a chance to respond. Second attempt my wife called spoke to one ***, then spoke to a supervisor who said that they physically couldn't unlock it and then tried blaming her for the purchase because their terms and conditions are public. Tried again the next day in hopes to get someone else, was met with the same information. We paid for this phone in full because she qualified for the upgrade. It wasn't a promotion for new service. Nor did their website warn or advise about mandatory contractual obligations at any point during the search for a cell phone nor during checkout. All in all we have a phone that we need access to because we are moving out of the country, NOT local providers. This move was beyond our control. We are in current standing, never missed a payment and are overall happy with the service. They didn't even bother to offer compensation. We do not appreciate being lied to as if they are unable to unlock it, gaslit or being treated as if we could have helped this unexpected change. We require this phone to be unlocked so that my wife can use the phone we paid for when she is oversees.
Business Response
Date: 03/27/2025
March 22, 2025

Mr. ******* ****
*****************************
*****, ID *****

Re:          BBB Complaint #********
824556661173 -************

Dear Mr. *************** March 21, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that when you requested for your wife's device to be unlocked (because you are moving overseas), you were advised that it has not been active long enough. You stated that you paid for the device in full and you were not made aware of any additional requirements. You requested that we unlock her Moto Stylus 5G.

The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.

Boost Mobile phones can be used overseas, as we offer Global Roaming. Please visit ***************************************************** 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, L.L.C.

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

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

Customer Answer
Date: 03/27/2025

Complaint: 23093653

I am rejecting this response because: After review of my attached screenshots of the web page dated Friday Jan 24th, the price I paid indicated "Pay Today. No credit check. No contract." By holding my paid for device for 12 months is holding me to a contract. We have been a boost customer for more than 1 year and was told an upgrade was available for my loyal service. I chose Boost to avoid contracts. Had I known that you were not going to abide by your "No Contract" statement, I wouldn't have purchased it.

Sincerely,

******* ****
Business Response
Date: 03/31/2025
March 29, 2025

Mr. ******* ****
*****************************
*****, ID *****

Re:          BBB Complaint #********
824556661173 -************

Dear Mr. *************** March 28, 2025, we received your rebuttal, dated March *******, filed with the Better Business Bureau.

You disagree with our policy and ask that your device be unlocked.

We regret you do not agree with our policies; however, we will not unlock the device outside of our policy.

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, L.L.C.

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

                ****** ********
Initial Complaint
Date:03/20/2025
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 bought a phone off of boost mobile app towards the end of December.Towards the end of January, the phone went into SOS mode. Weve contacted customer service ever since for about a month.A couple times they have sent us a new SIM and it worked for a day or two and then would go back into SOS mode. They asked us if we have recently reported it stolen and we explained we have not and that the phone is proven to be bought and being paid off through the app by us. Boost keeps telling us that the phone IMEI is on the black list and they are not able to help us out and that they are not able to give us a new phone nor stop the payments for this phone.They asked us to go to ***** and we traveled 4 1/2 hours to an Apple Store just to see if theyre able to do anything they said that they were not able to do anything in that the carrier was supposed to. Now we are paying off a phone that is not able to be in used , and they are refusing any type of reimbursement or even a new phone.
Business Response
Date: 03/27/2025
March 26, 2025

Mr. ******** Bistani
***********************
******************

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

Dear Mr. ****************** March 21, 2025, we received your complaint, dated March 20, 2025, filed with the Better Business Bureau.

You said that you purchased a phone from our website at the end of December 2024; however, at the end of January 2025, the phone went into SOS mode and was blacklisted and locked due to fraud. You stated that you were advised by a representative to visit an Apple store for assistance, but ***** referred you back to Boost Mobile. You indicated that you paid off the phone and you requested that it be removed from the blacklist.

As stated in my email today, the phone has been removed from the blacklist and is now available for use; however, it will not be unlocked until you provide proof that it has been paid in full.

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, L.L.C.

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

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

Customer Answer
Date: 03/28/2025

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,

Abdullah Bistani

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