Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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
- 4,555 total complaints in the last 3 years.
- 1,137 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:04/04/2025
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 bought a cell phone from boost mobile online. They claim they sent it with ***. I never recieved the phone. When I called them they told me it wasnt their problem. They also gave me the wrong tracking number. I found out that it was delivered to another address down the road. They will not help me get the phone and will not refund the money they charged. They claim they sent me an email with order number and a way to track but that is not true because I do not have an email. Thank you.Business Response
Date: 04/16/2025
April 9, 2025
Ms. ***** ********
*******************
*******, TX 75142
Re: BBB Complaint #********
************ - ************
Dear ***************************** 4, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.
You stated that you purchased a phone with Boost Mobile on March 10, 2025, but you did not receive a confirmation email. *** reported delivery on March 13, 2025, but it was not received at your *********** requested a $100.00 refund.
When a Boost Mobile order is placed, a confirmation email is sent to the address we have on file; in this case, that was *****************************
Our records indicate that the phone in question is now active on your Boost Mobile account.A refund is not warranted.
We regret any inconvenience.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
********************************************************************************
****** ********Initial Complaint
Date:04/04/2025
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.
COMPLETE SCAM!!I transferred over from metro PCS family plan.The girl who was setting up our account was having a hard time putting us on a family plan so she tells us I'll just open the phones up on separate accounts on the highest plan and than we can combine the lines back on a family plan and change the plan as well .After calling 611 we find out that's a complete lie and you cannot put them on a family plan once there opened and she signed us up for a phone promotion so we cannot even change the plan or make it a family plan even though we came over as a family plan.We are now paying double than what we left with metro PCS .Business Response
Date: 04/22/2025
April 22, 2025
Ms. ***** ****
***************************************************************
Re: BBB Complaint #********
************** -************
Dear ************************* 4, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.
You said that you ported your phone number to Boost Mobile at a retail location. However, due to an issue at the store, your lines were placed on separate accounts as opposed to the requested one.
Boost Mobile retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. However, your concerns have been forwarded to our *********************** Team (who liaisons with retail store management) for review.
We spoke briefly on this matter; however, due to time constraints, we were unable to reach a resolution and there was no answer on my subsequent contact attempts.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/03/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my Boost Mobile account for over 18 months, since August 2022, and have been met with constant roadblocks and an extremely poor customer service experience.I ordered a *** card but never activated it, never used the service, and never accessed the number associated with the account. Despite that, Ive been charged just over $25 per month since August 2022totaling over $450 for a service Ive never used.I could not access the online account because ******************** requires verification through the associated phone number, which I could not use since the *** card was never activated. Chat support was also inaccessible without the number. When I called customer support, hold times were excessive (30 minutes or longer), and when I finally did reach someone, I was either disconnected during transfers or when the representative was unable to locate my *************, after two more frustrating calls, I was finally able to get the account cancelled. The first representative suddenly claimed they couldnt hear me and hung up. On the second call, I was transferred multiple times and asked to provide sensitive personal information, including my Social Security number and date of birth, just to proceed. Eventually, I reached someone who cancelled the accountbut I was charged again today, and was told that none of the charges, including todays, would be refunded.Boost Mobiles records clearly show that the number was never used and that I attempted to cancel multiple times over the course of this period. I believe the company intentionally made it difficult to cancel in order to continue charging for a service I never used.Business Response
Date: 04/15/2025
April 15, 2025
FILED ELECTRONICALLY
Better Business Bureau
*********************************************************
Re: Your File Number: 23158413
To Whom It May Concern:
T-Mobile USA, **** (T-Mobile) is in receipt of your correspondence dated April 3, 2025, regarding the account referenced in the above-mentioned file number.
Upon review, T-Mobile has confirmed the customer is not a ************************ customer and may be a ******************** customer. We respectfully request you forward this correspondence to Boost Mobile for further investigation and response.
We provided them with our contact information should they have any additional questions regarding this matter.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.
Very truly yours,
T-MOBILE *********
***** *****
Executive ResponseBusiness Response
Date: 04/21/2025
April 18, 2025
Ms. ****** ******
************
Ava, MO 65608
Re: BBB Complaint #********
************ - ************
Dear *************************** 17, 2025, we received your complaint, dated April 3, 2025, filed with the Better Business Bureau.
You said that you have been trying to cancel your account for 18 months (which you have been paying for) because the *** card could not be activated. You requested a refund of $450.00 plus.
A review of your account found that you contacted us to cancel your account on April 3, 2025. There is no record prior to this date.
Please note that you had a prepaid account; therefore, you could have stopped making payments at any time and service would have been immediately suspended, and eventually canceled, without you having to make another payment.
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. Your refund request is therefore, denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/03/2025
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.
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,
******* ****irmed to me yesterday, that the money was still in boosts possession and no refund has been issued. I have waited long enough, calling everyday and nobody will help me.Business Response
Date: 04/09/2025
April 7, 2025
Mr. ******* ****
****************************************************************************
Re: BBB Complaint #********
12195621261187 - ************
Dear ************************* 4, 2025, we received your complaint, dated April ******, submitted to the Better Business Bureau.
You stated that you ordered a phone in March 2025, but you never received it. You requested a refund of the $48.82 that you paid for a month of service.
When you informed customer care the phone was never received, we opened a ticket to investigate. We have since determined that you are due a full refund, which was issued on April 2, 2025. Please allow 7-10 business days for processing.
We regret any inconvenience.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalations Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
****** ********Initial Complaint
Date:04/03/2025
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 paid $500 for the iPhone ****************************************************************************** the phone would be here this day and that day I kept calling those days to follow up phone didn't show up to the store for a whole two weeks I asked for a refund and to cancel my lease and they have given me h*** lease was canceled but still haven't got my $500 back.Business Response
Date: 04/30/2025
April 29, 2025
Ms. **** ******
*************************
Hazel Crest, IL 60429
Re: BBB Complaint #********
************
Dear *************************** 4, 2025, we received your complaint, dated April 3, 2025, filed with the Better Business Bureau.
You said that you paid $500.00 for an iPhone 16 that was to be express shipped to the store, but it did not show up for two ********* stated that although the lease was cancelled as requested, you have not received a refund of $500.00.
We appreciate you bringing this to our attention. I have forwarded this to our Retail Team for internal investigation regarding this and was told that a refund of $500.00 was issued back to you on April 28, 2025.Please allow three to five 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:04/03/2025
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.
Complaint: 23156439
I am rejecting this response because:
I physically went into a Boost Mobile store, where the owner verified that I had indeed been deceived and was being charged for more than just the one account.
t. I want my money back! And I will switch services after my phone gets turned back on. I have wasted countless hours talking to customer service **** that are kind, and see exactly whats happened, and request an expedited search into it. But have also had very rude condescending ones as well. They have litter stolen money from me and then turned my service off. Never had a problem with them in 16yrs, until this.
Sincerely,
****** ********Business Response
Date: 04/22/2025
April 22, 2025
Ms. ****** ********
********************
******************
Re: BBB Complaint #********
************
Dear ***************************** 3, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
You stated that you have been overcharged since October 2024. You indicated that when you purchased a new device, it was added to the account as a new line but you only ever had two lines. You also ordered a new device for your son's line, but it was returned and not refunded. In addition,you provided a screenshot as evidence of an agents behavior. You requested to receive a billing adjustment and a refund, and for your service to be reactivated.
Our records indicate that the account was never charged for three lines of service and all evidence we reviewed reveals the billing is accurate.Both lines were ported out to another carrier on April 18, 2025.
The device ordered on February 9, 2025, was returned to our warehouse and a refund of $161.24 was processed on April 3, 2025.
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 as needed.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****Initial Complaint
Date:04/03/2025
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 am a new customer with ******************** and recently purchased an iPhone 16 Pro Max on March 6th with a 30GB unlimited plan. Due to accidental usage, I exhausted my data and purchased an additional 10GB. However, an iCloud restorenecessary after eSIM issuesquickly consumed that data.After spending six hours with customer support and visiting a store to resolve my eSIM issue, my phone automatically backed up, depleting my data. My service was then severely throttled, making it nearly unusable. Despite multiple calls, I was initially offered a $10 credit and later promised 12GB of additional databut only 2GB was actually ******** an Uber driver, reliable internet is essential. I was left stranded near the border without GPS and faced an emergency where I couldnt quickly request a ride due to the throttling. Boost Mobile has provided no real solution, refusing a one-time data reset or the additional data I was promised.This is a frustrating first impression. I request either a bill adjustment or the additional 10GB of data until my billing cycle renews on April 6th. Please address this issue promptly.Business Response
Date: 04/16/2025
April 10, 2025
Mr. ******* ******
******************
*************** 90008
Re: BBB Complaint #********
47571663378606 -************
Dear *************************** 3, 2025, we received your complaint, dated April 3, 2025,filed with the Better Business Bureau.
You said that you spoke with customer care and you were offered 12 GB of data free due to an issue you experienced with your eSIM; however, you only received 2 GB. You would like either the 10 GB of data to be added or a billing adjustment equal to that amount.
Our records reflect that you contacted us on March 23, 2025,regarding your data. We appreciate that you brought your customer service concerns to our attention for internal review. We regret any inconvenience. We added a $20.00 courtesy credit to your account.
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:04/02/2025
Type:Billing 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.
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: 04/23/2025
April 22, 2025
Mr.*********** *****
*****************
***********************;
Re: BBB Complaint #********
580298925126 - ************
Dear ************************** 10, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you have to call in to get your billing corrected, as your rate should be $90.00 and not $130.00, but to no avail.
A review of your account reveals that your rate is $90.00 a month, and the next payment is due on May 4, 2025.
We regret any inconvenience 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:04/02/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The screenshots show that boost is still holding my credit card on file for auto pay on an account that I closed they also are showing the I am going to owe money at the end of the month in a screenshot a $50 that they said they're not going to charge but it says it on my account I'd like this correctedBusiness Response
Date: 04/16/2025
April 9, 2025
Ms. ***** ***********
*********************************************
************************
Re: BBB Complaint #********
************** - ************
Dear ******************************** 2, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You requested that Boost Mobile remove your credit card from our system.
You agreed to our terms and conditions when you activated your account, which state that we will keep your credit card information on file. For more information,please visit ********************************************************************* and refer to the Billing and Payment section.
Please note that there is no payment due on your account; and therefore, no payment to be deducted.
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:04/02/2025
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.
Im being charged for cell phone lines that I have never used and have asked to cancel for monthsBusiness Response
Date: 04/16/2025
April 10, 2025
Ms.**** *****
MD 21044
Re: BBB Complaint #********
76155676870409 - ************
Dear ************************** 4, 2025, we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you are being charged for lines you never used and you requested they be canceled.
When we spoke, we located a second account in your name that you claim is not yours.I advised you that you will need to file an ID theft claim with us by visiting ************************************* you will find our ID theft procedures through our parent company.
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
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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