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

4,564 total complaints in the last 3 years.
1,155 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:05/11/2025
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.

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,

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

Business Response
Date: 05/19/2025
May 14, 2025

Ms.***** *******
*****************
Beatrice,NE 68310

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

Dear Ms. ****************** May 12, 2025, we received your complaint, dated May 11, 2025, filed with the Better Business Bureau.

You said that Boost Mobile would not allow you to port your phone number to a new provider.

When we spoke by phone, I advised you that I reviewed the call on April 27, 2025. You requested for your account to be closed. Our agent offered to assist you with porting the phone number while the account is active, but you declined and requested for it to be disconnected. Please note that an account is required to be active in order to port out the associated phone number. I offered to restart your account (provided you make a payment), thus allowing you to port your phone number from Boost Mobile to your new provider. You agreed to this and I emailed you your account number **************** and port-out PIN ******** along with instructions on how to port your phone number out.

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:05/09/2025
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.

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,

**** *******

Business Response
Date: 05/16/2025
May 10, 2025

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

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

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

You said that you placed an order for a device. When you did not receive an email confirmation, you contacted customer care and you were provided with conflicting information as to where the device was shipped. You were then advised that you were not eligible to make the purchase, but you expressed concern that you were still charged. You requested a refund.

A review of your account reveals that we were unable to approve you for the purchase; therefore, your funds were released back as explained to you on the phone with our agent. Because you were never charged, a refund was not provided. We placed a hold on the funds, but then released them once the denial was received. We recommend that you contact your credit card provider regarding when the funds will be available.

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

                ****** Steffani
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

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.
I received my refund.

Sincerely,

******* Idoura

was never contacted by ******* about a refund.The associate at *************** mentioned that NUMEROUS complaints were filed against the Mini City Boost location.The Boost associate at *************** would review my receipt and reveal to me that I was unfairly charged.I also noticed that my monthly bill went from $60 to $75 after dealing with the Mini City Boost location.
Business Response
Date: 05/16/2025
May 10, 2025

******* Idoura
*****************************
****************

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

Dear ******* Idoura:

On May 9, 2025, we received your complaint, dated May 8, 2025, filed with the Better Business Bureau.

You said that you purchased a new phone from a Boost Mobile retail store and you attempted to return it within 12 hours, but you were denied. You expressed concern regarding Mini City not honoring their refund policy.

We contacted Mini City on your behalf; they advised us that they will contact you directly, as they will honor your refund request. Please reach out to them directly for assistance going forward.

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:05/07/2025
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 was approved for a free Government phone for my mom. I called Boost mobile to get an unlock code to transfer phone to government services. When I spoke to the Boost representative she was to cancel the account when I received the code. Because the boost mobile phone was removed. There would be no service. The representative didnt cancel and close my account and charged me $40 for an account that should have been closed on, 03/17/25. Once the phone was removed. My mom has had a government phone service since, 03/17/25. There is no phone on the Boost account to even use the service. I tired to get a refund $40 and close the account, they are giving me the run around. The account is still not closed. Please help!
Business Response
Date: 05/16/2025
May 9, 2025

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

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

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

You said that your request to close your account was not completed, which resulted in you paying for an extra month of service you are not using.

A review of your account reveals that you contacted us on May 6, 2025, to close your account; you were advised that it would be done at the end of the current billing cycle. We do not have any record of you contacting us prior.

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. In the interest of customer service, I requested a refund of your last payment of $40.00. Please allow five to seven business days for processing.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:05/06/2025
Type:Customer Service 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.

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,

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

Business Response
Date: 05/16/2025
May 9, 2025

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

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

Dear Ms. ****************** May 6, 2025, we received your complaint, dated May 5, 2025,filed with the Better Business Bureau.

You said that you have been trying to remove something from your account, but you received poor customer service when you contacted customer care.

When we spoke, I apologized for the way your request was handled; and informed you that we review your call and provide any feedback necessary (an internal process). I went over your billing and you advised me that no changes need to be made at this time.

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

                ****** Steffani
Initial Complaint
Date:05/05/2025
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 returned a defective phone to Boost Mobile, a ******** Razr phone. Brand new phone but the defective. The screen is all purple you cannot see anything so it defeats the purpose of the phone. Almost 2 months I didn't get a refund. I ask for replacement and they said they wont do replacement. It has to be returned for refund but I didn't get my refund.
Business Response
Date: 05/16/2025
May 8, 2025

Solnes Hampas
*********************************************************************************;

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

Dear Solnes Hampas:

On May 6, 2025, we received your complaint, dated May 5, 2025, filed with the Better Business Bureau.

You said that you returned a defective device, but you have not been refunded for it.

A review of your account reveals that a refund of $110.51 was issued May 7, 2025.We regret any delay you may have experienced.

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:05/04/2025
Type:Customer Service 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.
This has been going on since September 18th 2024. I have been getting overcharged constantly. I don't want to continue paying my phone bill off until this gets resolved.
Business Response
Date: 05/16/2025
May 7, 2025

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

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

Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 4, 2025,filed with the Better Business Bureau.

You said that you are being overcharged and will not pay your bill until the issue is corrected.

When we spoke by phone, I informed you that your account does not reflect any overcharges or double payments. I advised you to provide me with a copy of your bank statements reflecting any unauthorized payments for our ************ agreed to email me this documentation. I will follow up with you once the investigation has been completed. I also added a $15.00 credit to your account for a payment you made back in June 2024 for a SIM kit that was never used.

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:05/03/2025
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 a phone online from Boost Mobile on 3/12/25 and received this phone on 3/17/25. Once the phone was received I was told that it would not work as I expected and so I immediately called to cancel my account and return the phone. I completed this process and returned the device but was charged $65 despite never using the service. I will note that they never sent me a prepaid shipping label because of a system error and I paid $19.10 to return the device, which I never received a refund for either. On 5/3/25 I was charged $34.15 for service that I had requested to be cancelled and after spending roughly an hour speaking with Boost Mobile customer service they said I had never cancelled service and despite not having a device or ever using their service their policy was to not provide a refund. Because of the inconvenience and frustration caused by Boost Mobile I am requesting a full refund for my device, the shipping to return it, and the most recent billing charge totaling $118.25.
Business Response
Date: 05/16/2025
May 7, 2025

Mr. ***** ******
***************************************
********, ** 77586

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

Dear Mr. ***************** May 5, 2025, we received your complaint, dated May 3, 2025,filed with the Better Business Bureau.

You said that you purchased a device from ********************, but decided to return it. You expressed concern with paying for the return shipping, being charged for service and not receiving a full refund.

When we spoke, I advised you that customers who want to return a device will have to pay for the
shipping. Please refer to our website ********************************************************* for more information. I also informed you that our records reflect you received a refund of $115.50 for the device.

******************** Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account when service is canceled will be forfeited. As an exception, we refunded your payment of $34.15. Please allow five to seven business days for processing.

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

Sincerely,

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

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

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

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Boost Mobile is NOT a BBB Accredited Business.