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.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/08/2025
Type:Order 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.
11/15/24 bought 2 iPhones on iPhone monthly service. Contacted Boost on 11/19/24 about connectivity issues. They have given me the run around over and over again accross many phone calls and chatting with them. My phones do not work unless Im at home. I paid sales tax on the phones plus 2 months of service. I want opportunity to get new phones from different carrier and then return the phones and get all money Ive paid to this company back. Ive contacted Boost at least a dozen times since November 15 and received no type of resolution. The worst part is every time Ive called them I have to explain the entire situation every time. Its been the same ongoing problem and Im at my wits end on this.
Business Response
Date: 02/05/2025
January 31, 2025

Mr. ******* ****
***********************
Buckeye, AZ 85326

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

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

You said you bought two devices. You contacted us regarding service issues with them. You said they do not work unless you are home. You requested your service be fixed or to return these devices.

******************** 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. 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.

When we spoke, you accepted your network being updated and you confirmed that your service is working now. If you run into any additional service-related issues, please contact me directly at *************.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost continual failure to provide services guaranteed by company. Since 12/5/2024, I've been making attempts to enable mobile hotspot services to two of the 3 lines I have with Boost. As of today, this issue still has not been resolved and the company has an unwillingness to make this issue right. Over the past month I have called repeatedly, have spent countless hours on the phone, and have been "promised" a resolution within 2-3 days or phone calls from Boost with statuses on the progress. None of this have been done to date. At this point, Boost has failed to provide the services advertised and I wish to return the phones that I currently have under loan agreement, with the remaining balance waived, so that I may pursue services from another carrier. As it stands today, I am locked into service from a carrier that cannot provide the services that a customer should expect. Calling into their toll free line is useless as the staff is powerless and helpless in this matter, and have told me multiple lies without accountability. Boost, by far, has been the worst carrier that I have ever dealt with in over 30 years of dealing with mobile service providers. I have NEVER felt the need to issue a BBB complaint in my life, and it saddens me that this company has brought me to this point today.
Business Response
Date: 02/05/2025
February 4, 2025

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

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

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

You stated Boost Mobile is failing to provide service because you have been unable to enable a mobile hotspot on two out of your three lines. You also expressed frustration with not receiving a ************** requested to return your devices and for the remaining balance to be waived.

When we spoke, I informed you that the plan associated with the lines ending in 5959 and 4696 (the lines you want hotspot-enabled)come with hotspot included in the plan.

To set up hotspot on an iPhone, go to Settings > Personal Hotspot, then tap Allow Others to Join. You can also change the Wi-Fi network name (which is your device name) by going to Settings > General > About.

If your personal hotspot is not working, please follow these steps:

Make sure that your devices have Wi-Fi and Bluetooth turned on.
Your devices must be within 30 feet (10 meters) of one another.
See the Apple Support article If Personal Hotspot is not working on your iPhone or iPad (Wi-Fi + Cellular) for additional troubleshooting steps.
Maximize compatibility in Settings > Personal Hotspot, then enable Maximize Compatibility. Maximize Compatibility may reduce performance for devices connected to your Personal Hotspot when turned on.

You are outside the return window, so your request to return the devices and have the loan waived is declined.

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

Sincerely,

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

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

                ****** ********
Customer Answer
Date: 02/06/2025

Complaint: 22785479

I am rejecting this response because:
I spoke with ******, Corporate Case Manager from Executive Escalations on 01/31/2025. On that day, I explained to her that I have been attempting to add mobile hotspot to one of my lines since 12/05/2024 and that Boost Mobile has been aware of this issues since, with customer service making promises to escalate my issue and follow-up with statuses. They have done neither.
During our call, ****** attempted to add the mobile hotspot feature to one of the phone lines in question. She could not as she had the same issue that I've been having since 12/05/2024 (the issue that ultimately led to my BBB complaint). ****** said that she would (again) escalate my issue to technical support and follow up with status updates. She did not follow up, and as of today, 02/06/2025, the mobile hotspot service still has not been added, nor will Boost Mobile take back these phones even though it is well within their corporate power to do so. It's apparent to me that their priority is profit over customer service, satisfaction, and loyalty.
In addition, on 02/02/2025, I tried to purchase a phone through the Boost Mobile app for one of my lines and this feature doesn't work either.
Boost Mobile has proved to be, by far, the least reliable and least customer focused ********************** service provider that I have ever used. Their customer service and Executive Escalations Team lack the ability and willingness to properly address customer issues.
I wish I never took Boost Mobile's bait of a shiny new iPhone, only to be financially chained to a sub par service provider. Consumers beware.
Sincerely,

******* *******
Business Response
Date: 02/12/2025
February 12, 2025

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

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

Dear Mr. ****************** February 11, 2025, we received your rebuttal, dated February 11, 2025, filed with the Better Business Bureau.

You maintain you did not receive the mobile hotspot feature and you want to return the devices. You also said you attempted to purchase a new device through the ******************** app, but the feature did not work.

Our records show the mobile hotspot feature on your devices are currently active and you must enable it. To set up hotspot on an iPhone, go to Settings > Personal Hotspot, then tap Allow Others to Join. You can also change the Wi-Fi network name (which is your device name) by going to Settings > General > About. If your personal hotspot is not working, please follow these steps:

Make sure that your devices have Wi-Fi and Bluetooth turned on.
Your devices must be within 30 feet (10 meters) of one another.
See the Apple Support article If Personal Hotspot is not working on your iPhone or iPad (Wi-Fi + Cellular) for additional troubleshooting steps.
Maximize compatibility in Settings > Personal Hotspot, then enable Maximize Compatibility. Maximize Compatibility may reduce performance for devices connected to your Personal Hotspot when turned on.

If you continue to experience issues with your hotspot, please contact customer care at ****************.They can also assist you in purchasing a new device.

As previously stated, you are outside the 30-day return window and we will not accept a return for the devices. You may also pay the remaining balance of the devices associated with your loan, if you wish to have the iPhone 15s unlocked.

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:01/08/2025
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 ordered an iPhone 6 for my daughters Christmas gift, They canceled my order and never refund me my money. Every time I call its a different reason and a different excuse. I included the ticket number
Business Response
Date: 02/03/2025
January 30, 2025

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

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

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

You said you ordered an iPhone 16, but we canceled it and did not refund your payment.

I attempted to contact you at ************** on January 30, 2025; when I introduced myself and said I was calling regarding your complaint, you disconnected the line.

A review of your pending activation account reveals that on December 2, 2024, you attempted to finance an iPhone 16 and a $58.10 payment was required. The order was canceled by our Consumer Protection team and the funds would have been released back to the card ending in 7130.

Online ordering is a multi-step process that begins with the customer placing the order. Once this step is completed, the order is passed to the backend system for validation, which can delay or cancel the order for various reasons. If the charge is still showing on your account, please contact me directly at ************* or *********************** with a copy of your credit card statement, so I can assist you with obtaining a refund.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:01/07/2025
Type:Billing 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.
Hello I did receive an email offer (sent to me 11/1/24, proof is attached) to earn a total of $15 in credits ($5 per month for 3 months) if I set my account up for auto pay.I did set my account up for Autopay on 11/3/24 (proof of doing so so is attached) and made 3 months of payments of Auto Pay Nov 24, Dec 24 and Jan 24. (All payments made on the 4th of Each month)However I still don't see the $15.00 in my account can you please advise how I well get this $15 credit? Please and thanks I asked them for help via Chat on 1/7/25 they claimed they couldn't credit me. but near the end said Just to set expectation, the maximum we can add here in chat is $10. Do you want to accept that?" No I can't I was to earn $15 and followed all of the terms and now they can only send me $10 and not the $15 promised? Sounds like they are sending out false claims they won't honore
Business Response
Date: 02/03/2025
January 30, 2025

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

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

Dear ******************************* 8, 2025, we received your complaint, dated January 7, 2025, filed with the Better Business Bureau.

You stated that on November 1, 2024, you received an email offering a $5.00 monthly credit for three months if you signed up for ******************* accepted the offer, but you did not receive the credits. You requested your billing be adjusted to reflect these credits.

Our records indicate that a one-time credit of $15.00 was applied to your account on January 7, 2025.

We apologize for any inconvenience you may have experienced.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 02/03/2025

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. HOWEVER Still would like them to explain why these credits just don't add on there own anyway? And when I reported the issue why did the agent try to get me to go away and only offer me $10 and not $15 like I should have gotten. Sounds like you can't honor your promotions and I wonder how many other people you ripped off

Sincerely,

***** ********
Initial Complaint
Date:01/07/2025
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.
On 12/31/2024, I initiated new cell service with Boost Mobile and purchased two iPhone 16 Pro Max devices. These devices were delivered to me on 1/6/2025, and I activated the service on that same date.When I attempted to register and purchase AppleCare for one of the devices through ****** website, I was notified that the device was already registered for ********* in November 2024. Concerned, I contacted ***** directly for clarification. ***** confirmed that the devices serial number had already been registered, and they strongly suggested that the phone might not be brand new.I immediately contacted Boost Mobile customer service to address this issue. During the call, I requested a resolution, specifically asking for a replacement device and offering to return the phone I received. However, the representative informed me that Boost only allows returns or exchanges within five days of purchase. I expressed that Boosts published policy states a 30-day return window, but the representative insisted this was incorrect and maintained the 5-day policy.Boost Mobiles failure to provide a new, unregistered phone as advertised and their inability to honor their return policy has left me deeply frustrated. I expected new, unregistered devices and reliable customer service, neither of which were delivered.Desired Resolution:I request that Boost Mobile promptly replace the problematic iPhone 16 Pro Max with a new, unregistered device. Additionally, I request that Boost Mobile review its policies to ensure accurate information is provided to customers about return and exchange windows.
Business Response
Date: 01/31/2025
January 29, 2025

Mr. ****** ********************************************************************************************************************************** BBB Complaint #********
                ************** -************

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

You said you purchased two iPhone 16 Pro Maxes on December 31, 2024, and activated service on January 6, 2025. When attempting to register ********* for one of the phones, you discovered it had already been registered in November 2024, suggesting the device was not ************** confirmed this, and you contacted Boost Mobile for a replacement. Despite our advertised 30-day return policy, the representative insisted on a five-day window and refused to resolve the issue. You request a new, unregistered device and a review of Boost Mobiles policies to ensure accurate customer information.

When we spoke on the phone today, you informed me that your insurance issue has since been resolved. You brought up another issue with Wi-Fi calling, which I let you know I would work with my technical operations team to help resolve.

We apologize for any inconvenience this may have caused.

Sincerely,

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

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

              ***** *****
Customer Answer
Date: 01/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:01/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was considering Boost Mobile for my phone carrier, paid $35 on 12/18/24. Received the *** card on 1 /6/25 and never used their service. Not one text, call or internet usage. I was told that l didn't qualify for a refund because l wasn't calling from a " Boost mobile phone number"! They ripped me off! Stay away from Boost and AT+T they are both the same.
Business Response
Date: 02/10/2025
February 1, 2025

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

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

Dear ****************************** 15, 2025, we received your complaint, dated January 7, 2025, filed with the Better Business Bureau.

You stated to have spent $35.00 on a *** card, but never used the service. You expressed frustration with not receiving a refund.

Our records show you paid $12.97not $35.00for the *** card.

To be eligible for a full refund (including taxes and fees), you must have:

Created a new Boost Mobile account and activated one or more lines
Transferred or "ported" in your phone number from another carrier

Because you did not port in your phone number from another provider, your request for a refund is declined.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 28, 2024 at Boost Mobile on ******************** in *** as a result of "Free Phone" for new customers I paid $250. This cost covered 3 months of phone service (150), Activation Fee(35) which I was told was what made me eligible for the "Free phone's (A15), I also purchased 3 months of cellular phone insurance (48) along with taxes and Surcharges. At the end of the 3 months when I went to pay my recurring monthly bill via the Boost automatee1 I noticed the cost of the insurance wasn't included so I transferred to a live operator where I was told that after the 1st month the insurance was removed from the account. Who does that? No where in my Boost dashboard was it even visible The Boost Supervisor unable to explain this occurrence blamed the merchant for the snafu. I then inquired how the situation could be rectified since it was through no fault of my own. I was told that insurance can only be added within the 1st 30 days and to have insurance I would need to PURCHASE A NEW DEVICE. The device wasn't even 6 months old. When I went to the dealer where I paid the bill they deflected back to Boost. In August my phone stop holding a charge. I went to the ******* store where it was ascertained the phone was corroding internally. As a result of the UNAUTHORIZED REMOVAL OF MY INSURANCE I have been without a phone for over 3 months. I desire a refund of my money along with a new phone
Business Response
Date: 01/31/2025
January 29, 2025

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

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

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

You stated that on April 28, 2024, you purchased service at a local Boost Mobile store on **************************************, and a free device ******** A15) was included. You indicated that you paid a total of $250.00,which included three months of service, an activation fee and three months of insurance plus taxes and surcharges. After three months, you discovered that the insurance had been removed after the first month of service without notice,leaving you ineligible to re-add it without buying a new device. You said that when your phone stopped charging due to internal corrosion, you were left without a phone for over three months due to the unauthorized removal of your insurance. You are seeking a refund and a replacement phone.

On April 28, 2024, a payment of $174.00 was made for three months of Boost Mobile service, as well as Boost Protect. On April *******, a credit of $8.00 was applied to the account due to the removal of Boost Protect, and a check of $8.00 was sent to the address on file. As your device was not covered by Boost Protect at the time of your battery issue, your request for a replacement or refund is invalid. Please continue to work with your manufacturer for any further resolutions.

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: 02/01/2025

Complaint: 22777546

I am rejecting this response because:
No check ever received and I DID NOT initiate the removal of insurance. Neither In store or telephone Boost representative could offer an explanation of WHY it was removed. In addition to not know anything documentation alerting me of its removal was never sent to me. This is the reason I am requesting a total refund bc I was bamboozled. Where have you ever seen someone pay for 1 month of insurance? Ludicrous
Sincerely,

********* *****
Business Response
Date: 02/10/2025
February 9, 2025

Ms. ********* *****
50 Ave. D, #8I
********, ** 10009

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

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

You rejected our response stating that you never received a check. did not initiate the removal of your insurance and that you have not been provided a clear explanation of why your insurance was *********** are requesting a full refund due to feeling as if you were bamboozled.

The Boost Mobile terms and conditions state that the Boost Protect program is not administered by us or our affiliates, but is provided by a third party called ********************************* and is sold by us called ********************. Please visit ********************************************************************************* for further information regarding the removal of your insurance plan.

Our records confirm that a check for $8.00 was mailed to the address on file on April 29, 2024.

Please continue to work with your financial institution and phone manufacture for any further refunds or replacements.

Sincerely,

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

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

             ***** *****
Customer Answer
Date: 02/11/2025

Complaint: 22777546

I am rejecting this response because:
I purchased from authorized BOOST vendors. As a result of Boost's negligence these things occurred. As my representatives it was the responsibility of my carrier to inform Me of any changes made to *********** As a result of the removal of the insurance the manufacturer was unable to service the device as would have been the case had the insurance not been removed therefore Boost is responsible for the inconvenience I incurred. It is my belief that I am due a complete and total refund for the trauma inducing travesty m
Sincerely,

********* *****
Initial Complaint
Date:01/06/2025
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.
Boost Mobile is ripping me off and I cannot get any help with my account. It has been three months and I still cannot receive calls or text. This has been going on for approximately three months. So let's say September/October 2024 timeframe. To no avail, I still (Jan 2025) can not receive text and ******** the past few months I have spoken to numerous people. Spent days (if you count up the hours I have called) on the phone. Been guaranteed that each troubleshooting step would work. Doing many of the same trouble shooting repetitively. To the point I had to start saying, "The definition of insanity is doing the same thing over and over and expecting a different result. So if you are not going to actually read what was ALREADY done so you can maybe try something different, then you should just not waste my time." Some suggested that is was an update issue (that they claimed to have) with iPhone. Stating that the update affects iPhone users capability to receive calls and text from non-iPhone users. But that doesn't explain why if you call my number, it says it is out of service. Which ALL of the techs found weird because I WAS CALLING FROM THE NUMBER/PHONE! So, within the past couple weeks, whenever someone calls they get a message that the number is out of service.I called ********** and was on the phone with them for 45 minutes. They ran diagnosis remotely and found nothing to be wrong with the iPhone. They stated that this was an issue with Boost's network. I was referred back to Boost. I have paid my bill on time. My account is in good standing. If this is a iPhone and Boost network issue, I suggested that I would go to the ************* (which was comparable with the iPhone price I have) to just get service. I was told I had to wait (**** the resolution manager 1-6-25) until April 2025 to get another phone since I have been "such a good customer" as my payments are automatically deducted.
Business Response
Date: 01/31/2025
January 30, 2025

Mr. ****** ********
FL 34668

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

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

You said you have been unable to receive calls or texts since September 2024 and expressed frustration with your issue not being resolved through troubleshooting. You confirmed with ***** that your device is not the issue and were referred back to us. You requested your phone be exchanged for a ************** and you disputed not being able to upgrade until April 2025.

When we spoke, you confirmed your service is now working under a new phone number, **************.

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. 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.

Your request for a replacement device is declined.The Boost Mobile terms and conditions state you must make 12 consecutive payments in order to be eligible for an upgrade. Because you did not establish service on your iPhone until April 2024, you will not qualify for an upgrade until April 2025, and as long as you continue to make on-time payments.

We apologize for any inconvenience.

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

Sincerely,

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

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

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

Customer Answer
Date: 01/31/2025

Complaint: 22776731

I am rejecting this response because:
They did not answer this complaint until AFTER I spoke with someone from their complaints department yesterday (1/29/2025). Which was the day AFTER they fixed the issue that I had been having since the end of OCTOBER 2024. Which means I was not able to receive calls nor text for nearly three months.
From October to ******** Ive been calling and doing all of the trouble shooting. I spoke with the regular customer service who then sent me to the tech department. They couldnt figure it out and I was sent to activation. Activation confirmed that everything was done properly. Then it was back to the distant tiers who CONFIRMED coverage in my area was great. Not to mention there are neighbors who have boost as well (well not for long because they were disgusted by cellular hostage situation). Their service worked perfectly. As they mentioned in their response, Id already contacted ***** who did the diagnostic on the phone and the phone was working properly. So, ergo, it had to be sitting else.
Cheyenne, who was the top tier tech person helping me with this stated he JUST got this information to help on 1/26/25. So all of the techs lied about getting someone to contact me expeditiously over the three months. I waited almost a month for ******************** to contact me as promised. But obviously the other techs lied. A regular customer service agent named ***** (who gave me a $60 credit because thats all she had the power to do but said I deserved so much more) actually was the one who got the message to ******************** because after that call, I was contacted. This woman went above and beyond. I thank her so much.
I asked on numerous occasions to change the number, over the three months. I was consistently told that changing the number would not work. I was told by some of their technicians that it was an Apple update that affected the network. Three of them said this same thing. Hence me asking for a NON Apple phone of comparable quality. Thats when I looked up and asked for the * Fold.
So now were here and this is their response presenting it as a network issue (which again every tech said it wasnt). It was coverage issues (which several techs checked and confirmed that the coverage was great). Also my neighbors who have boost had service.
To top it off, the customer relations person I spoke with yesterday would not listen and was very unsympathetic. I explained how this was totally unacceptable. Especially over the holidays. Especially for my small side business. As I was talking to her, you could hear (while I was talking) her mute the phone. You could tell because when she came back on, you could hear the background noise. When she muted, you couldnt hear anything. So it showed how much she cared. So this leads to my not being satisfied MAIN point.
Three months with no service. The lies. The threats that if I sent the phone back and canceled service that it would go on my credit if I didnt pay. The inconvenience of my family not being able to freely contact me during the holidays. Then them not contacting ********** office as promised MONTHS before to where this could have been resolved in a more timely fashion. All of that and only a $60 credit is UNACCEPTABLE. This was ALL on boost. Their response was almost putting this on me. It was full of lies about network/area coverage when their specialized techs said it was fine.
I would like adequate compensation for my inconvenience. Even THEIR customer service person felt the sand. If they dont WANT to accept responsibility then allow me to send the phone back (without any further charges) and cancel service so that I can go to a carrier who doesnt lie and actually cares for the customers. It really is simple.
Sincerely,

****** ********
Business Response
Date: 02/25/2025
February 22, 2025

Mr. ****** ********
FL 34668

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

Dear Mr. ******************* February 20, 2025, we received your rebuttal, dated February 20, 2025, filed with the Better Business Bureau.

You rejected our response expressing frustration with the amount of time it took for you to resolve your technical issues and you said the $60.00 credit you received was insufficient. You also expressed dissatisfaction with the customer service you received. You requested additional compensation or to return your device and have the remaining loan waived, and to cancel your service.

When we previously spoke, you confirmed your service is working under a new phone number *************) and did not express any additional concerns.

When technical support is addressing your issue and diligently working towards a resolution, we cannot provide an estimate as to when the issue will be resolved. We apologize for any inconvenience this may have caused.

As a courtesy, I applied an additional credit of $15.00 to your account.

As you are outside the 30-day return window, we will not accept a return for your device. If you wish to cancel your service, you will be responsible for paying off the remaining loan balance on the device.

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: 02/28/2025

Complaint: 22776731

I am rejecting this response because:
An apology and $75 dollar (which isnt even one months billing) is considered adequate compensation for nearly FIVE MONTHS of basically no service?! THEN they stress that service has been working well since they changed the number. That could have happened five months PRIOR when I SPECIFICALLY ASKED for it to be changed if that would help and their technician told me it was a NETWORK ISSUE and it wouldnt help. So I was left without adequate service through the holidays where family and friends couldnt reach out.
To boot, they then come back with You can cancel but you will have to pay off the device. So basically, We have done all were going to do and you can cancel but you will pay off that phone you werent able to use for five months but can use now. No I will not accept their response because it isnt how customer service should be, especially with all of the headache I went through. I spent, if you count up the hours on the phone, about a week on the phone trying to get this taken care of. Which, they keep saying its working now, but it could have been done back in October if they had of listened to me then! Im a disabled veteran that will fight to the end.

Sincerely,

****** ********
Initial Complaint
Date:01/06/2025
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.
When I signed up for boost mobile I was told before I signed up that if I paid for months in advance and Iater decided to terminate the contract I would receive my money back for the unused months. I used the plan for a year and paid for another year in advance. I called and spoke to a supervisor over a month ago and was again told that if I cancelled my contract early I would receive my money back for the unused months and she even told me that she would note it in my chart that I would be getting approximately $100 back if I cancelled. I went to a different company and signed a contract with them for a new phone plan. After getting my new phone plan with the different company, I cancelled boost mobile and was told that they dont give refunds. They were suppose to have a supervisor call me back and they never did. I also still havent received a refund. I am owed roughly $100 and would like my refund. I was either lied to I order to sign the contract and again by a supervisor (the calls should both be recorded), or I am being lied to now so that they dont have to give me my money back.
Business Response
Date: 01/31/2025
January 29, 2025

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

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

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

You stated that you were told that if you paid in advance for an annual plan and opted to cancel the service early, that you would receive a refund. However, when you called to cancel, you were told that a refund was not an option. You requested a refund.

The Boost Mobile terms and conditions disclose that if you cancel your service before the end of your billing period, you will be charged for the full billing cycle, and your charges will not be refunded or prorated.

Please note that exceptions to this policy are allowed in some cases; however, a review of your account found that you were given credits totaling $117.91, prior to your annual renewal on July 13, 2024. As a result,you only paid $42.21 for the current year of service. As such, no refund is available on the account.

Sincerely,

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

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

                ***** *****
Customer Answer
Date: 01/31/2025

Complaint: 22776011

I am rejecting this response because: It is not true. I was told by a Boost mobile supervisor that I would be getting a refund when cancelled my plan (in addition to when I signed up). The supervisor specifically told me that she noted me account that day stating that I would receive approximately $100 refund. I did not cancel that day because I wanted to get my new service with T-Mobile before canceling so that I would not be without a phone. Once I got it my new phone plan, I tried to cancel with boost and was told that I couldnt get my money back. The representative that I spoke with confirmed that they could see the note in the system that I would receive a refund by the supervisor but stated that they didnt have the ability to do it. I was credited $117.91 to my account from earning it on the boost mobile app. Either way I was told I would be receiving the money back so its irreverent that i had a credit in my account

Sincerely,

******* ******
Customer Answer
Date: 02/06/2025
How can I prove something that was told to me. The proof is the note that the Boost Supervisor left on my account when I called stating that I would get a refund. When i didnt get it, I called back to get my refund and the representative acknowledged that they could see it in my notes that I was told I would be receiving a refund. Boost has the proof. They also have the phone recordings from when I called in both times and was told this.
Business Response
Date: 02/14/2025
February 12, 2025

Mr. ******* ******
10 Wagon Ln.
*********************

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

Dear Mr. ***************** February 11, 2025, we received your rebuttal, dated February 11, 2025, filed with the Better Business Bureau.

You rejected our response stating that you were told by a representative you would receive a refund of about $100.00. You mentioned the credits were earned on the Boost Mobile application.

We appreciate your feedback and your concerns regarding our representative will be shared internally with the appropriate personnel.

The Boost Mobile Terms and Conditions disclose that if you cancel your service before the end of your billing period, you will be charged for the full billing cycle and your charges will not be refunded or prorated. No exception will be made to this policy, as your only payment for the current billing cycle was $42.21, made on July 10, 2024.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:01/06/2025
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.
Boost mobile refused to refund me $13.80 I paid and I never able to get service.I purchased boost mobile prepaid service $13.80 on 10/21/2024. the sim card Boost mobile sent me was not able to be activated , and I requested refund.customer service said yes but I never got the money back .I called in 1/6/2025 and customer service , and they said i can't get the money back since it pass the 30 days refund time period.
Business Response
Date: 02/10/2025
January 18, 2025

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

Re:          BBB Complaint #********
46146971256626 -************

Dear ************************** 15, 2025, we received your complaint, dated January ******, filed with the Better Business Bureau.

You said that Boost Mobile refuses to provide a refund for a SIM kit that you purchased, but were unable to get activated.

A review of your account reveals that when you spoke with customer service, you were advised that your purchase did not qualify for our 30-day money back guarantee. On January 9, 2025, we received a dispute from your credit card company, and the funds were returned to you. Please note that the claim will not be contested.

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

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

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