Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

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  Boost Mobile

  2620 Creighton Rd Pensacola, FL 32504

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  Boost Mobile

  238 SW Military Dr Ste 105 San Antonio, TX 78221-1657

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  Boost Mobile

  11925 Georgia Ave Wheaton, MD 20902

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:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well, I ported my phone number over from boost to Verizon,and I was not helped through this process on either ****** I couldn't get my new phone 2 work so I called boost to let them know I was porting out.Boost offered me all these deals to stay,and I declined,and ask why hadn't my number switched over yet,and I was told that this would switch at 12:00 midnight on the 5th,and he could not cancel *********** there telling me and ******* that they canceled service,and the number that I ported out can't be retrieved So now I can call out from the number that they couldn't be retrieved,I just can't receive calls, basically I feel this company is being vindictive .

  Business Response

  Date: 09/03/2025

  August 14, 2025
  
  
  
  Mr. **** ********
  *****************************************************;
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ****************************** 7, 2025, we received your complaint, dated August 6, 2025, filed with the Better Business Bureau.
  
  You said that you ported your phone number from us to *******, but neither company assisted you with the process. When you called to inform us that you were porting your number, you were told the switch would occur at 12:00 midnight on August 5, 2025. You called back on August 6, 2025,with a ******* porting agent on the line. At that time, you were informed the service was canceled and the number you ported out could not be retrieved. You requested the advertisement you responded to be discontinued.
  
  I listened to the first call we received on August 4, 2025 (when you requested the cancellation of service) and found the agent informed you that once the number disconnects, it could no longer be recovered or ported out. You replied okay.
  
  We appreciate your feedback and request regarding the advertisement you responded to; however, you will need to provide a copy of the specific advertisement referenced so that we can review.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  Date:08/06/2025

  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.

  On 3 separate dates purchases were made using my debit card at a Boost Mobile Store in *****. Boost is refusing to assist in investigating and refunding the $311.30 total of 5 separate successful transactions (and two unsuccessful) over three days 3/29/25, 3/30/25 and on 3/31/25 a fraud alert was issued. I have contacted Boost Mobile and Dish network (the parent company), the card company, the bank and insurance company and they are all denying responsibility. I have transaction numbers, amounts of each purchase and dates.

  Business Response

  Date: 08/29/2025

  August 13, 2025
  
  
  
  Mr. ***** ******
  30 ******** A
  ********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************************** 6, 2025, we received your complaint, dated August 6, 2025, filed with the Better Business Bureau.
  
  You said that your card was used at a Boost Mobile store in ***** on March 29, 30 and 31, 2025. However, Boost Mobile, DISH Network, your bank and the insurance company are all denying responsibility.
  
  The company or institution that accepted the card for payment is not responsible, as it is the cardholders responsibility to monitor and manage their personal finances. This is for both in-person and electronic (online) transactions.
  
  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:08/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refusing to let me port my phone number to a current boost prepaid line that I have. Saying I have to get a brand new pending phone line. Never had this issue before. I just want to port my T-Mobile number to replace my current boost number. And Im being refused and wasnt even offered any kind of solution.

  Business Response

  Date: 09/02/2025

  August 18, 2025
  
  
  
  Ms. ***** ******
  **********************************************************
  ********************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **************************** 6, 2025, we received your complaint, dated August 5, 2025, filed with the Better Business Bureau.
  
  You stated that you wanted to port in a phone number to a currently active device. ************* advised you to purchase another device for the intended second line. You requested help activating just the one device.
  
  When we spoke, I advised you that I could assist you with this request; however, you agreed to call me at ************* to complete activation at a time that works best for you. I applied a one-time credit totaling $64.15 to your account for the inconvenience.
  
  Sincerely,
  
  
  
  Sienna ******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  ******************************************;
                  ******, CO 80210
  
  ****** ********

• Initial Complaint

  Date:08/06/2025

  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 purchased a prepaid 3-month plan for my guest coming from overseas. I remember when I signed up online I selected "no automatic renew". Anyhow, I noticed that I got a pending charge from Boost Mobile on 8/1/2025 and called their customer service, who reassured me that because it was a prepaid plan I wouldn't get charged again and that he would make sure I didn't get charged this time. So I thought the charge would disappear soon from my account. Yet, on 8/5/2025 I noticed that the charge was posted.I called again on 8/6/2025. After speaking to two different customer service ***** they basically told me because I purchased the plan for someone else they could not help me. Even after I told them my guest already left the country and they don't speak English, the female representative basically said they have to speak to whoever that had the number, or they don't care if I get charged again for this line, and that there was no way for me to escalate this issue and there was no way for them to help. Definitely not gonna be a Boost Mobile customer again and hope everyone else will learn from my mistake (that Boost Mobile is a scam).

  Business Response

  Date: 09/02/2025

  August 20, 2025
  
  
  
  Ms. *** *****
  ********************** X2
  ******, GA 30084 
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear *************************** 6, 2025, we received your complaint, dated August 6, 2025, filed with the Better Business Bureau.
  
  You said you purchased a Boost Mobile three-month prepaid service plan for guests visiting from overseas. On August 1, 2025, you noticed a pending charge and after contacting us, you were told you would not be charged. However, you were and you received no assistance due to security issues.
  
  When we spoke on August 20, 2025, I explained that 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. For more information, please visit ***********************************************************.
  
  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.
  
  Many of our plans require automatic payment when initially set up; as an exception, I issued a $46.90 refund and disconnected the account immediately. You confirmed you did not need to retain or port out the phone number tied to the account.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  Date:08/06/2025

  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.

  Today 8/4/2025 I requested a recurring charge to be refunded on my BOOST mobile account. I was intentionally lied to and gaslighted by all the agents that there was no 8.00 fee. Previously, I have had several negative and ghetto unprofessional experiences with the agents who I have tried on multiple attempts to reconcile my compromised and hacked device, a refund for device, refund for all payments since I have started accounts, a brand new device. Since I first activated my account my network was hijacked to T-Mobile and my sim card and IMEI number was illegally compromised to multiple people without my consent. My phone calls and voicemails text messages have been illegally forwarded to another number that I filed a police report in ****** ************* in regards to. The phone company has continued to intentionally prevent me from changing my telephone number and area code to current local city and state I reside in *******. I have my contacts being hidden or deleted out of my phone without consent. False text messages sent out of my device to numbers in my phone that were not done by me. Delayed voicemails showing up over 24 hours or more after original call date. Voicemails being deleted out of my device. My internet browsers have been shut down and my phone powered off without me completing these actions. I have and am a domestic abuse, *** assault and *** trafficking labor exploitation victim which I have went to the authorities about. Which has negatively impacted me being ongoing stalked harassed, cyber attacked and bullied and led to my current state of unemployment and homelessness multiple times since 2020. I have advised BOOST OF some of these issues and that my cell phones have been compromised over 8 times with different devices and companies. I asked them not to illegally give my information to unauthorized 3rd parties which they have done anyways. I want legal representation and compensation for their intentional involvement which has caused pain &

  Business Response

  Date: 09/03/2025

  August 14, 2025
  
  
  
  Ms. ******* *******
  *****************
  ******************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***************************** 12, 2025, we received your complaint, dated August 4, 2025, filed with the Better Business Bureau.
  
  You said that multiple agents have advised you of an $8.00 fee that they say does not exist on your account. You also indicated that your phone has been compromised causing technical issues. In addition, you stated that we are preventing you from changing your phone number and area code. You requested a refund, an explanation of your charges and a replacement device.
  
  I reviewed the last 14 months of your account billing history: I found no $8.00 fee posted to your account.
  
  If you believe your phone is compromised, please take the following steps:
  
  Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
  Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
  Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
  Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
  
  You can change your phone number at your discretion;however, please understand that area codes are specific to certain regions;therefore, your request for a specific one may not be possible and you cannot change just the area code.
  
  Your request for a refund and a replacement device is denied.
  
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  Date:08/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/1/25 I went onto the Boost Mobile website to complete an order to purchase a new phone for my niece's existing account. I spoke with a Boost representative via chat to ask if the price of $199 would be honored for an iPhone 15, even though I already had service. I stressed that I did not wish to change my number and since there was an option to keep my number, should I just indicate that when I placed the order. I was told yes, that as long as I was logged into her account when the order was placed, the price would be honored. I received the phone today 8/5/25 and logged back into her account and noticed that they have indicated that a second line has been added to her account. When she attempted to activate the phone with her existing phone, we were told by the customer service representative that the price was only offered to new lines of service. I explained that this was not what had been explained to me by the representative in the chat. When asked if there was a solution other than requiring her to change the number that would allow her to keep the phone without being required to pay over $700 for it. I was told no. Now, I have to go through the process of returning the phone and trying to go to a store to see if I can purchase the phone for the sale price since it was not honored on the internet. When I reviewed the e-mail that was sent confirming the order, it indicated that the sale was made for "Line 1" and I was charged the price of the phone and the difference in price for her current plan and her new plan since her current plan is no longer offered. I understand that this is a business and they are out to make a profit, but I really don't understand why there is a difference in the deals that are offered to existing customer and new customers. And why the system allowed the order to be placed and indicated it was for Line 1 (not adding a new line) and charged the difference for the plans if it was not accurate. That sounds like a system problem!!

  Business Response

  Date: 09/09/2025

  August 21, 2025
  
  
  
  Ms. ******** *******
  *******************
  **********, OH 43137
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear ***************************** 13, 2025, we received your complaint, dated August 5, 2025, filed with the Better Business Bureau.
  
  You said that you ordered an iPhone 15 for $199.00 from our website on your nieces existing account and you wanted to keep her phone number. However, a second line was added, which is not what you wanted. After receiving the phone, you were informed this was for new customers only; otherwise, you would have to pay $700.00 for the phone. You want to know why there is a difference in what is offered to new customers and existing customers.
  
  When we spoke, I explained the online offer for an iPhone 15 is for new customers only and requires the Unlimited Premium plan at $60.00 per month, which you understood.Therefore, once the refund is issued, you aid that you will go online and order the phone your niece wants. After it is received, we will move her existing number to the new phone.
  
  Boost Mobile has offers designed to retain existing customers and entice noncustomers to subscribe for service. Although this may seem that new customers are given better deals, you will find through your online account that promotions for existing customers are not available to new customers.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

• Initial Complaint

  Date:08/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Added a line to my account for my daughters birthday which I received an email stating my order was cancelled and couldnt be delivered. Instead of boost mobile refunding my card they took the money that was for phone and service and put it on my account. Informing me policy is they cant have money sitting. When asked for refund was told I had to wait until they review the phone back which they had according to the tracking number.

  Business Response

  Date: 08/27/2025

  August 12, 2025
  
  
  
  Mr. ****** *****
  1847 Sedgegrass Trl.
  ******, IL 60188
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear *************************** 5, 2025, we received your complaint, dated August 5, 2025, filed with the Better Business Bureau.
  
  You stated that you purchased a device and it was requested to be returned to the sender. When you spoke with customer care, you received an account credit of $83.34 and you were told a refund would be issued once the device is received. You requested a refund for the returned device.
  
  A review of your account found that you placed an order for an iPhone 16 on July 25, 2025, and the device was returned July 28, 2025. Our records also confirm that the credit issued on August 4, 2025, was regarding a separate billing concern.
  
  Device finance applications can be denied after payment for various reasons, which are not shared with our customer care agents to protect your personal information. However, once the device is received and processed, a refund will be automatically issued to your original form of payment. I confirmed a refund of $150.09 has been issued to the credit/debit card ending in 7295. Please allow 7-10 business days for processing.
  
  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:08/04/2025

  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.

  trying to port my mother in laws number due to closing the account she is of diminish mental faculties so my wife has a power of attorney they wont even consider it we need this number back on my mil phone so people can call her she is in a care facility

  Business Response

  Date: 08/27/2025

  August 8, 2025
  
  
  
  Ms. ***** ********
  ********** O
  *****, MO 65459
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************************** 5, 2025, we received your complaint, dated August 4, 2025, filed with the Better Business Bureau.
  
  The complainant, your mother-in-law, filed this in your name.They said that your number needs to be ported out due to your health so people can contact you at the care facility you reside in. However, our records show this account was activated on May 28, 2025, and a call was received on June ******, with the caller identifying herself as ***** ******** and sounded as if she was in full control of the conversation, and able to receive and recite the security code sent via SMS messaging back to the agent.
  
  The complainant says that they have full Power of Attorney,but it was not provided with the complaint. On August 4, 2025, someone called in to try to obtain the port-out information and identified herself as the legal representative for ***** K. ******** and later states she is your daughter;however, she could not verify the account and stated that the Boost SIM card was removed and destroyed. Therefore, it cannot receive an SMS security code (such as the one referenced earlier).
  
  Due to the elevated levels of fraud committed on a daily basis in the cellular phone industry, Boost Mobile takes the security of its customersinformation very seriously; therefore, we employ strategies to ensure this goal is met.
  
  I recommend that you visit a retail store to verify your identity and obtain a replacement SIM card. That will allow you to accept a security message, and make any changes you choose to make.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23700041
  
  I am rejecting this response because:the phone that did not receive a call or text message was not active on boost  also she was in the hospital it is now active with t mobile due to there keeping her number stolen she has had that number for ever no she doesn't want a new sim due to the attitude and c*** boost is pulling my wife needs to know where to send legal paper work including the power of attorney also ***** is confined to a care center so she cant go on a 100 mile round trip to the nearest store we want her number ported to t mobile on;y resolution that will be acceptable 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/12/2025

  September 10, 2025
  
  
  
  Ms. ***** ********
  ********** O
  *****, MO 65459
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear Ms. ******************* September 9, 2025, we received a rebuttal filed on your behalf, dated September 9, 2025, from the Better Business Bureau.
  
  You rejected our response since you were not able to receive a verification call or text message, as the Boost SIM card is no longer in your phone, and you do not want a new SIM card.
  
  On September 9, 2025, I spoke to your daughter and personal representative, ****** ******, who provided me with your new cell phone number and arranged for you and me to speak with each other on Wednesday, September 10, 2025. During this call, you said that you no longer want to retain the phone number and you prefer to have the account closed. Due to the circumstances, I agreed to refund the last two payments. I also explained that, once the account is deactivated, you would not be able to retrieve the phone number, and you understood.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********

  Customer Answer

  Date: 09/12/2025

   
  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. even though they made me loose a phone number I had for years I will accept this and warn people about boost mobile and therr lack of customer service when it takes 2 months for something that should be done with the original phone call 
  
  Sincerely,
  
  ***** ********
  

   

• Initial Complaint

  Date:08/04/2025

  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.

  Service not working and not receiving calls. Called customer service and advanced customer service and they deleted my Sim and now I have no service and no esim. *** told me I had to wait 30 minutes and it has been over an hour.

  Business Response

  Date: 08/27/2025

  August 20, 2025
  
  
  
  Ms. ****** *****
  ***********************
  *******, MD 21113
  
  Re:          BBB Complaint #********
                  ************** - *************
  
  Dear *************************** 4, 2025, we received your complaint, dated August 4, 2025, filed with the Better Business Bureau.
  
  You said that you were experiencing technical issues with your device. You called customer care and they deleted your SIM leaving you with no service. You requested assistance.
  
  My attempts to contact you at the phone number listed on your complaint were unsuccessful. I also sent emails to the address listed in your complaint with no response.
  
  As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
  
  Boost Mobile constantly monitors its network for service and capacity-related issues,and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
  
  A review of your account shows that the service is being used. If you are still experiencing technical issues, you can contact customer care at *************** every day from 8:00 am to midnight ET. You can also contact me at ************** Monday through Friday, from 9:30 am to 6:00 pm MT.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***** *****
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23698669
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

   

  gOO EVENING, 

   THE PROBLEM WAS NIT WITH THE STOTRE BUT WITH boost INIFINTES FAULY E-SIM CARDS NOT WORKING AND FORTUNATELY THE sTORE CAVE MEA PHSICAL SYM CARD THAT FINAIIY WORKD. we TRIED TO GET A SIN CARD THAT WOUID WORK. WITH N LUCK. my PHONE SERVICE WAS DOWN OVER 2 MONTHS AND i NEEDED THE PHONE FOR MY YRIP TO ********. iF IT WASN'T FOR THR WONDERFUL LADY AT THE STORE i WOULDN'T HAVE ANY SERVICE AT ALL. the PHONE WAS PURCHASED THROUGH AND i REQUESTED Q REFUND ON MY PHONE AND WAS TOLD IT IS tMOBILES FAUT BUT WHO PROGRAMMED MY PHONE WEN i GOT IT/ this IS JUST A PAIN.

  bOOST *********** THE ONE RUNNING THE ****** IT WAS A SCAM ALL THE WAY AROUND. i EVEN ASKED FOR A DISCOUNT FOR NOT HAVING SERVICE TOR OVER 2 MONTHS AND WAS TOLD i COUL NOT GET ANY COMPENSATION FOR OVER 2 MONTHS WITH NO SERVICE.

   

  D

   

   

   

   

   

• Initial Complaint

  Date:08/04/2025

  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 August 1, 2025, I went to the Boost Mobile store at **************************************************************, and an employee named ****** greeted me in Spanish because I am brown and Latino. I do not speak Spanish, and told him he should not assume all Latinos speak Spanish and that he should greet people first in English. He got extremely angry and raised his voice telling me I could go to "an American store" if I prefer. He was extremely unprofessional for the rest of my exchange mumbling things in Spanish under his breath and laughing when he saw my Hispanic name on my license. This is totally unacceptable behavior and service at a place of business in *****************. In spite of this terrible experience, I proceeded with the transaction and switching my service to Boost Mobile.

  Desired Resolution

  No further contact by the business

  
  

  Customer Answer

  Date: 08/04/2025

  On August 1, 2025, I entered Boost Mobile at **********************************. I was greeted in Spanish by staff because I am brown and Latino. I do not speak Spanish, and when I told the three staff members that they shouldn't assume all Latinos speak Spanish, they scoffed and mocked me and called me a racist. Assuming someone speaks Spanish based on the color of their skin and appearance is by definition racial profiling, and it is totally unacceptable at a place of business like a wireless company in the *************.

  Business Response

  Date: 08/29/2025

  August 12, 2025
  
  
  
  Mr. **** *********
  1880 E. ***** S.
  *****, UT 84092
  
   Re:         BBB Complaint #********
                  ************** - *************
  
  Dear ******************************* 6, 2025, we received your complaint, dated August 4, 2025 , filed with the Better Business Bureau.
  
  You stated that an assumption was made by the staff of a local retail store to you being able to speak Spanish. When you corrected the bias, you were verbally attacked. You requested to receive no further contact from us.
  
  Your feedback has been provided to the proper internal teams and we will follow up with the location you indicated (an internal process). We have also added you to our internal Do Not Contact list.We regret that your experience was unfavorable. In the interest of customer satisfaction, a one-time $13.00 credit was applied to your account.
  
  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
  
  ****** ********