Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaints
This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,974 total complaints in the last 3 years.
- 1,522 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:08/08/2025
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.
My phone broke last weekend. They were offering a free phone with an upgrade than a discounted phone; they that discont phone delivered in three days. I've spoken to five reps so far: everything they have said has turned out to be untrue or a broken promise. It's not a week later and the phone hasn't even shipped yet. The whole premise of me taking their offer was to have the phone in three days. Now, a week has gone by, no phone, hasn't shipped and the purported head manager of boost mobile: Jaden ******** claims that it can take as long as they say it takes and that they did nothing wrong by lying to me. Boost mobile is dangerous, they are toxic and ****** a culture of deception and hiding.Business Response
Date: 09/04/2025
August 18, 2024
Mr. ****** ******
****************************************>***********************
Re: BBB Complaint #********
************ - *************
Dear **************************** 8, 2025, we received your complaint, dated August 8, 2025, filed with the Better Business Bureau.
You said that your phone broke, so you tried to take advantage of an upgrade offer that promised device delivery within three days;however, after a week, you still do not have it. You requested a store credit.
Our records show that the upgraded phone was ordered on August 4, 2025, and delivered on August 13, 2025. Although we strive to meet the delivery standards we set, orders can be delayed for various reasons, such as the security verification process and inventory availability. Please understand that, although a particular device might show as available at the time of ordering, orders are fulfilled in the order they are received. Your request for a credit is denied.
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:08/08/2025
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 placed an order for store to door pick up through Boost Mobile on July 22nd. I then canceled the order on July 23rd. First they told us we would receive our refund within 72 hours, then they said 7-10 business days. Now they keep coming up with reasons as to why we haven't gotten our refund. Saying the devices were shipped and they just received them back.Business Response
Date: 09/04/2025
August 15, 2025
Mr. ****** ****
******************************************************** A
************, ** 38464
Re: BBB Complaint #********
************** - *************
Dear ************************** 8, 2025, we received your complaint, dated August 8, 2025, filed with the Better Business Bureau.
You stated that you have been waiting for a refund of your canceled order.
A review of your account confirmed that a refund of $223.38 was issued to the credit/debit card ending in 7066.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:08/08/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 2 phones from boost mobile They scheduled a date for both phones to be delivered and only brought out one phone. They called and started the other phone will not be available until the next day. The next day arrived and they called and stated their consumer protection team had to cancel my order because you cannot order more than one phone, despite the other phone was for my son. I advised that was fine I would just like a refund, to which Boost mobile representative responded I would have to wait until they ship the phone back to their warehouse. It is now days later I am calling boost for my refund they do not know where the phone is when it will return to their warehouse or when they will issue my refund. I just need my money back and they keep transferring me to different people ***** in customer service a ***** in consumer protection and a person named blue in customer serviceBusiness Response
Date: 09/04/2025
August 20, 2025
Ms. ******* *******
**************************************
************************
Re: BBB Complaint #********
************** - *************
Dear ***************************** 8, 2025, we received your complaint, dated August 8, 2025, filed with the Better Business Bureau.
You stated that you ordered two devices; one was returned to sender by consumer protection. You have been waiting for this device to be returned, inspected and refunded. You requested the process be expedited.
When we spoke, I confirmed that a refund of $107.99 was issued on August 12, 2025, and another refund of $61.71 (for the service) issued today. A total of $169.70 will be refunded to the card ending in 6706 with a processing time of up to 7-10 business days for each. You said this resolves your complaint.
We regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:08/07/2025
Type:Order 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 customer service agents are incompetent. They are stealing money for phone lines that are not active and keep sending the wrong product but still charging accounts. When calling customer service agents are not helpful and continuously transferring without resolving the issue. When asked to cancel a line they can not help with they keep the money and refuse to refund or credit account instead they request you spend more moneyBusiness Response
Date: 09/04/2025
August 14, 2025
Ms. ******* *****
***************
**********, ** 20019
Re: BBB Complaint #********
************ - *************
Dear *************************** 8, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You expressed frustration you have not received the correct product and you are being billed for a line that does not work. You indicated that customer care will not cancel the line and/or issue a refund.
When we spoke, you requested to cancel the line ending in 6025. Per your request, this line has been canceled. I offered a refund of $51.86 to your credit/debit card ending in 9309, which you accepted as a resolution. Please allow 3-5 business days for processing.
Thank you for sharing your feedback. I apologize for any inconvenience caused.
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:08/07/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried to get hooked up with boost mobile, They could not even get me hooked up. I never had service with them. Never made one phone call with them. I had to go back to my old carrier t-mobile. Boost had everything messed up and t mobile gave me a new phone number. as far as cancelling service, it was cancelled at the start because they never hooked me up with phone service. They said I made a call in July to cancel, but that call was to stop them from taking my money. they owe me money. Anyone who has any common sense can see I never had boost mobile, not even for a day. Check and see if I made even a call and the answer is no. They ripped me off, I called them again because they are trying to take more money. I wish boost mobile would pay my money back. I had tried to give them 6 lines of service, but they could not hook it up. They are trying to say I had service, but T Mobile had to give me a new phone number because boost had everything screwed up. I would like my money back asap. The number you had was **********. I tried to port it out but could not.Business Response
Date: 09/04/2025
August 17, 2025
Mr. **** ****
*********************************************************
Re: BBB Complaint #********
************** - *************
Dear ************************** 8, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You said that you activated an account but you were unable to use the service and requested it be closed. However, the account remained active and you were billed for the service. You requested that we provide you with a refund for service you were unable to use. You also mentioned that you were unable to port out your phone number.
A review of your account reveals that it was activated on May 12, 2025. Two days later, on May 14, 2025,you contacted us saying the service was not working. You spoke with our advanced technical department to resolve your concerns; unfortunately, they were unsuccessful and you requested for the account to be closed. Our agent told you that you would need to speak with our cancellation department and you were transferred there. However, you ended the call before your request could be met. It should also be noted that during this call, you were provided with your account number and a port-out PIN for your phone number. We did not receive any more contact from you until July 12, 2025, at which time your account was closed; therefore, we consider the billing valid.
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, I requested a refund of your three payments, totaling $91.77, to be provided to the credit card account they were taken from. 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
****** ********Initial Complaint
Date:08/07/2025
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 went to the **************************** in *******, **, and not only do have constant problems in direct communication and transparency with the MANAGER of the store, but today, I had gone in so I could pay a claim for my lost phone. Again, I was looking to PAY for the CLAIM I already had on my lost phone. The person helping me took my information, and my PIN, and then IMMEDIATELY ignored me and went on to the person behind me, acting as if I wasn't there. I tis rude, disrespectful, and outright unreasonable I was immediately ignored for ANY reason by an employee of the store, but it's worse when the manager THEMSELVES tells me to just "Wait one moment", as if I was not already being helped! ON top of that, THIS IS THE ONLY WAY I CAN SUBMIT A CLAIM TO BOOST MOBILE!!!!!! Boost Mobile themselves will NOT let you speak to a representative, or actual person, even when waiting HOURS on the customer care line, answering questions with an automated robot. The only other option I had suggested I either had to ALREADY have an account with a third party service in order to SEND A COMPAINT TO BOOST MOBILE, or already have a BUSINESS SET UP IN AUSTRAILIA; I AM A U.S. CITIZEN, HOW DOES THAT MAKE ANY LOGCIAL SENSE?! Boost Mobile needs to have a formal investigation done to see if the can actually hold up to any of their claims, or even just to see if a day-to-day U.S. Citizen can go about a normal process with Boost Mobile when something goes wrong ACCORDING TO THEIR CONTRACT AND TERMS OF SERVICE, because I guarantee in order to 1) Replace a Lost Phone, 2) Got a new phone because yours was destroyed, or even 3) Upgrading your phone with a monthly insurance you are PAYING for, Boost Mobile creates a series of hoops, location jumping, multiple calls and emails for a simple service that should not have as much gate-keeping or blockage as it does. Seriously, Boost Mobile is acting REALLY sketchy to their customers, and they way their store representatives treat their customers isn't any better.Business Response
Date: 09/04/2025
August 18, 2025
Mr. ****** ****
***************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ************************** 8, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You stated that you went to a retail store to pay a claim for a lost phone. You expressed concern with the customer service you received and with the claim process due to its complexity.
My attempts to contact you and gather more detailed information were unsuccessful.
Your experience at any retail store is important to us. The appropriate internal teams have been notified and our retail liaisons are conducting an investigation. We appreciate you bringing this to our attention.
You can manage a claim for a lost,stolen or damaged device at ***************************************************. Payment can be in the form of a physical check, direct deposit or sent directly to the service provider, according to Likewize.
We regret that your experience was unfavorable.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
****** ********Initial Complaint
Date:08/07/2025
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.
I purchased a phone and added a 2nd line through ************************. New bill is $80 due on the 7th however the system took a $50 dollar payment on the 5th. 2 days later my account is suspended and boost wants $80 to reactivate my account. My wife and I have spoken to several care agents each of them said they are unable to credit that $50 dollar payment back to the account. I was charged $50 dollars for less than 2 days of service when it should have been 30 days of service.Business Response
Date: 09/04/2025
August 17, 2025
Mr. **** *******
******************************************************************************
Re: BBB Complaint #********
************ - *************
Dear ***************************** 8, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You said that your service was interrupted and you were required to make a payment. You disputed this based on the fact that you paid $50.00 two days prior; therefore, you should not have had to make another payment for 30 days.
We regret any confusion surrounding the prorated charges applied to your account. We added a $50.84 credit to your account to offset the prorated charge as a courtesy.
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:08/07/2025
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 was told by a Boost Mobile customer representative that I was eligible for a in-store promotion as an existing customer. Once I arrived to my local ******************** store the associate made me aware that I was not eligible for the promotion and that it is only available to new customers.Business Response
Date: 09/04/2025
August 27, 2025
Mr. ****** *******
**************************
***********, OH 45601
Re: BBB Complaint #********
************ - *************
Dear ***************************** 8, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You said you were told by a representative you qualified for an in-store promotion;however, you were advised when you visited a retail store that you do not.
When we spoke on August 15, 2025, you said the promotion was for an iPhone 16e for $49.99. This offer is for new customers only who retain or port in their phone number and accept the Unlimited Premium plan at $60.00 per month; therefore, you do not qualify.
Since our conversation, you closed your account and ported your phone number to another carrier.
We regret any inconvenience.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:08/07/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order 2 phones with service from boost should've been 109$ a month service charge comes in they say I never bought a service plan with new phone but if that's the case why did the new phone come with serviceBusiness Response
Date: 09/03/2025
August 22, 2025
Mr. ****** ******
****************
*********, TN 37664
Re: BBB Complaint #********
************ - *************
Dear **************************** 7, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You said you ordered two phones with service and your bill should have been $105.00 a month. However, we are saying a service plan was never ordered with the new phone.
When we spoke on August 21, 2025, I informed you that when you ordered two Moto G phones, our system indicated a third device needed to be activated. This caused confusion and raised your monthly bill. You said that you switched to a new provider. As an exception, I emailed you a return authorization with a prepaid shipping label to return the two Moto G phones.Returning these devices will remove the potential full cost of the phones being charged to you for not having them on an active account.
We regret any inconvenience or confusion you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:08/07/2025
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.
Transaction date 8/1/25-$165.15 I made an order for iPhone 16 pro max but cancelled the order . My bank said that boost still hasnt removed the authorization hold from my card otherwise the the amount would have been released automatically same day. I talked to a few agents and just get the run around.Business Response
Date: 09/03/2025
August 13, 2025
*. ******
5101 ***** Loop
*****************
Re: BBB Complaint #********
************** - *************
Dear *. ******:
On August 7, 2025, we received your complaint, dated August 7, 2025, filed with the Better Business Bureau.
You said you ordered a phone on August 1, 2025, and paid $********** canceled the order, but a refund for it was not immediately released.
Our records indicate that a refund was processed the same day this complaint was submitted.
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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