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
- 4,973 total complaints in the last 3 years.
- 1,504 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:01/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile has an add running purchase an Apple 16 Pro get 12 months service free. Upon purchasing the device there was no disclosure of restrictions of limit to the monthly cost of phone plan or the fact that my phone plan will/would change. Upon asking the company to unlock. Boost refuses to unlock the device that I have purchased and the member of management team at time of purchase did not inform me of a 12 month commitment just for purchasing a phone from their store. Boost Demanded my phone device back and refused to refund the insurance along with the cost of the device that was purchased December 2024. I have had the device less than a month and discovered the advertised free phone service was not on my account and that my device was locked. I was told all this by member of management and customer service staff via phone and live chat today 1/2/2025Business Response
Date: 01/29/2025
January 28, 2025
Ms. ******** *****
*************************************************
Re: BBB Complaint #********
************
Dear **************************** 3, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You stated that you purchased a new device under an offer for free service for one year. You said that you saw no disclosure of restrictions on the cost of the monthly plan or the fact that your plan would change. You requested that the device be unlocked, but this was refused and you were told it could be unlocked after one year. You indicated that you were forced to return the device, and we would not refund the insurance payment. You requested that the disclosures on the offer be updated.
Disclosures for all promotions are posted on our website for the duration of the offer. Most offers require the purchase of specific devices with specific plans. The promotion that you signed up for is no longer available on our website.
The Boost Mobile unlocking policy states that we will unlock a device on a prepaid account one year after activation.
Device insurance is provided by a third-party company and payments are nonrefundable.
Our records indicate that you were offered the option of returning the devicewhen you rejected the one-year term for the device unlockingand you ported your phone number to another carrier on January *******.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:01/02/2025
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.
I ordered a moto g stylus online. I tried to update my delivery options online and was unable to so I went to the *** store to try and update it. They told me that boost mobile put a block on the account so I would have to contact them so they can adjust it. I spoke with a very rude manager named ******. He acted like he didnt care and there was nothing he would do. No I wont be able to receive my phone bc boost mobile but a block and now I cant change delivery date or pick up from store. I work 7-3 and the delivery time they have scheduled is 11:45-3 and I cant get my package all bc boost mobile put a delivery block on there. Its a mistake they made on there end bc Ive order several phones and was always able to pick up from faciltyBusiness Response
Date: 02/03/2025
January 31, 2025
Ms. ***** ******
**************************
*******************
Re: BBB Complaint #********
************
Dear ***************************** 9, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You stated that you placed an order through our website. You work during the day, so you tried to update the delivery options to be able to pick up your order from a *** store. You went to a *** store who told you that Boost Mobile had the ability to change the delivery options. You called customer care, but we were unable to assist you. You requested that the device be delivered.
We are not able to change delivery options on an ************** options for a *** delivery can only be changed by creating an account with *** through the Change My Delivery option when tracking the package. *** tracking indicates that your device was delivered on January 7, 2025.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company refuses to help unless you call their number and wait on hold for long periods of time. They are also holding my phone number hostage and won't release it even though I have the correct information. I wish I never used this company.Business Response
Date: 01/31/2025
January 17, 2025
Ms. ****** *******
KY 42003
Re: BBB Complaint #********
************** - ************
Dear ****************************** 3, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You said that Boost Mobile is not releasing your phone number.
The porting process begins with your new carrier requesting the phone number to be transferred or ported over from Boost Mobile by providing the port out PIN you were provided.
A review of your account records did not find any requests to port your phone number to another carrier. In addition, the port out PIN you were given has expired; therefore, you will need to request a new one by calling customer service at **************, if you still wish to move to another carrier.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December ******* I bought a new iPhone 13 with service for 205. On January 2 I wanted to return everything. I was told over the phone that they dont take returns after 7 days when policy is 30 days. I didnt dispute this. I just said ok thank you. If this is true than ok but I just wanted to let you all know in case they are doing what they want to do. This occurred at the boost store at *************************************************. Thank youBusiness Response
Date: 01/31/2025
January 20, 2025
Mr. ***** Down
************************************************************************************
Re: BBB Complaint #********
************** - ************
Dear Mr. *************** January 3, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You said that on December 14, 2024, you bought a new iPhone 13 at a Boost Mobile store for $205.00. You indicated that on January ******, you chose to return the device, but you were told that you were beyond the 7-day return window. Despite knowing about the 30-day money back guarantee that Boost Mobile offers, you chose not to dispute the stores policy. You would like to bring attention to the practices of this store, and you are seeking a refund.
My attempts to contact you by phone at ************** on January 19, 2025, and January 20, 2025, were unsuccessful, but I left a voicemail. I also sent you an email at ****************** with a request to contact me.
Although, I am able to investigate this issue further,should you still need assistance, please provide the receipt from your purchase via email.
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:01/02/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a boost mobile *** from Best buy to get service for my son for Christmas. I went to Boost mobile online set up the account and enter the sim number. Christmas day I found out by a boost CSR that the sim card doesn't work. He mailed me a new sim card that I got on 1/2/2025. I called Boost mobile to turn on the *** card. Since my sim wasn't active i couldn't get a text from them to verify me so I went to the verification team. The verification team ask me questions from my credit report. Keep in mind I called 2 other times and were asked the same questions. But on 1/2/2025 the *** stated I did not verify, and she could not help me ever. I could not call back to any anytime to get service. I could not cancel the service. I could not make any changes to the service. I ask for a supervisor who she transferred me to ******. ****** stated the same thing the other *** stated. I asked for a work around. No suggestions for the 1st *** nor ******. Now I have paid for service I can't use. So, I started to think, and I called a locate Boost mobile store who stated they will activate the phone but there is a fee of *****. I work in ******** service the *** i spoke to 1st and ****** should have made a suggestion for me to go to the store and even possible credit me the ***** for inconvenience.Business Response
Date: 01/31/2025
January 17, 2025
Ms. *** ******
*******************
*****************************;
Re: BBB Complaint #********
************** - ************
Dear ***************************** 3, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You said that you were unable to activate the phone that you purchased, as you could not pass the verification process. Therefore,you want to cancel the service. However, without being able to activate the account, you cannot receive the verification text message.
When we talked today, I explained that due to the amount of fraud that occurs within the cellular phone industry, we take our responsibility for protecting accounts very seriously. You said that you would visit a store and attempt to activate the phone. I agreed to credit the account the $35.00 fee once the phone is active.
We apologize for any inconvenience this has 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:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mobile plan with Boost Mobile in early December. I quickly canceled it after two or three days because the signal was bad. I found myself without a signal often in my general neighborhood. I ported the number to Mint and called Boost to cancel the account and try to return the phone. I went through five different people to get someone to deal with the return and issue a refund of the $108 I paid. I was told the refund would be taken care of, and they asked me some questions. They asked so many irrelevant questions or questions they already knew, that I got frustrated and I asked that they process the return and send me a label. They asked me for my address, the ***** my social, my date of birth,etc. This is all the information they already had. I never received follow-up.Business Response
Date: 01/28/2025
January 15, 2025
Mr. ***** ***********
CA 95402
Re: BBB Complaint #********
************** - ************
Dear ********************************** 3, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You said that you purchased service, but you cancelled due to signal issues. You requested to return your device for a refund and you expressed dissatisfaction with the process through customer care. You also expressed frustration with being asked to provide your address, IMEI, Social Security number, etc.
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.
Our records show a refund of $108.00 was issued to you on January 9, 2025.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account.Specifically, we require
that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual
authorized to have access to the account, before we can discuss sensitive account information or make any changes
to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account
information and/or to implement the changes being requested. Please note: this has no effect on your service.
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
****** ********Initial Complaint
Date:01/02/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am complaining about I paid $50 for my boost service but they incorrectly charged my card $750 they took all my money that was in my card I'm trying to get my money back back into my cardBusiness Response
Date: 01/28/2025
January 21, 2025
Ms. ****** Weli
*****************************
*******************
Re: BBB Complaint #********
************ -************
Dear Ms. *************** January 2, 2025, we received your complaint, dated January 2, 2025, filed with the Better Business Bureau.
You said that you paid $50.00 to Boost Mobile for service, but $750.00 was deducted instead. You indicated that you have been attempting to obtain a refund.
Our records show that all of the payments on your account were initiated through the Boost Mobile application.
When we spoke on January 21, 2025, I advised that a review of your account shows that a $700.00 refund was issued on January 3, 2025. You confirmed that the refund was received.
As a courtesy, I issued a one-time $50.00 credit to your account.
We regret any inconvenience you may have experienced and we thank you for your business.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:01/01/2025
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.
We purched phone with buy phone get a year of service free.However Boost is not honor the service and charge monthly fee.They also suspended the service even though we added p***aid phone cards the account to We called serves **** to get it ************ *** hung up onbus Others say they see it an nyored on the account Situation is not resolved despite paying for phone in free and paying for serves with gift card.They had deal in summer buy a phone pay in full get a free service for one year bit not honoring the advertisement that they offered .Business Response
Date: 01/28/2025
January 16, 2025
Ms. ***** *********
PO Box 90377
**********, ** 20090
Re: BBB Complaint #********
************** - ************
Dear ******************************** 2, 2025, we received your complaint, dated January 1, 2025, filed with the Better Business Bureau.
You said that you purchased a phone in order to receive one year of free service,but you are not receiving the credit. You also said the service was suspended even though you paid with prepaid cards. When you called to discuss the issue,one representative hung up on you and the issue is still not resolved.
I opened a service ticket to have the monthly credit applied to the line ending in 8114.
Although it is uncommon, a slight delay can occur when making payments with a prepaid card or similar method. This can be dependent on the timing of the payment and the due date.
Boost Mobile strives to provide the highest level of customer service in the industry, and we apologize that you had this experience.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:01/01/2025
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.
After several attempts to downgrade my phone plan with a continued message that something was wrong with my card via mobile app I contacted customer service before account was suspended with them saying they were not able to , I was directed to call back today 1-1-25 to speak to a supervisor , I'm now being told my only choice is to pay the amount in which I can't no longer afford otherwise they can not do anything , I've been with this company since 2015, I had the same issue with trying to purchase a phone at an upgrade price , I was never able to buy a new phone , however my payments on autopay never had any issues being processed every month ,Business Response
Date: 01/28/2025
January 15, 2025
Ms. ******* *******
**************
********, OH 45030
Re: BBB Complaint #********
************ - ************
Dear ****************************** 2, 2025, we received your complaint, dated January 1, 2025, filed with the Better Business Bureau.
You said you attempted to downgrade your phone plan,but your card would not go through. You were informed by customer care that you would have to pay your current balance before any changes can be made. You requested a billing adjustment.
Boost Mobile is a prepaid service; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date. In order to make changes to your plan, your account must be active, and not in a suspended status. You will need to pay the balance before any changes can be made, as you were already informed.
Once your service is active, you can contact me directly at ************** to assist you with downgrading your plan. Once you downgrade your plan, you will be charged the new amount during the next MRC.
Your request for a billing adjustment is declined.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,** 80210
****** ********Initial Complaint
Date:01/01/2025
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 in September that I was not able to switch my plan without a credit card on file before my service was interrupted then was hung up on multiple times after trying to put a credit card on file with customer service after service was interrupted and forced to pay 75 dollars out of my budget for cell phone service that drops calls, and was not worth paying 75 dollars for which is why I wanted to switch my plan. The customer service representative never asked me what plan I wanted upon starting service and automatically put me on a higher plan after already paying 500 dollars for the outdated phone and service. After being hung up on and forced to pay a ridiculous amount I was charged 2 times in one month them again the next month. Then my bill was supposed to be 50 dollars even but instead came out to still be 62 dollars which is 12 dollars out of my budget. After paying over ***************************************************************************************** two of serviceBusiness Response
Date: 01/28/2025
January 16, 2025
Ms. ******** *******
IN 46135
Re: BBB Complaint #*******
************
Dear ****************************** 2, 2025, we received your complaint, dated January 1, 2025, filed with the Better Business Bureau.
You stated that you were told you could not change to a lower-priced plan. You also mentioned that you were hung up on several times. In addition, your bill was supposed to be $50.00, but you were charged $62.00. Furthermore,you mentioned technical issues. You requested one-to-two months of free service.
Our records indicate that the promotion that you signed up under required that a minimum plan be maintained; as such, it is not possible to change the plan on your account.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representative will be investigated and shared internally with the appropriate personnel.
The $62.00 bill included $50.00 for the service and $12.00 for the optional Boost Protect with ********** protection plan. Removal of the protection plan would lower your monthly rate to $50.00.
Your account is currently suspended due to non-payment.Troubleshooting of technical issues can only be performed on a line with active service. If you choose to make a payment to restore the service, please contact our customer care department at **************** for technical assistance.
A billing adjustment for free service is not warranted in this case.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****
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