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
- 4,555 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:04/02/2025
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.
I have a $60 monthly plan with boost mobile. And I'm supposed to receive unlimited talk, text, 35 gb of premium data and 30 gb of mobile hotspot data. AND also 5G access todo ****** plus (TI) each month. Well for the last three months I have not gotten to use all of my mobile hotspot data. So I'm not getting what I pay for and feel like I'm getting ripped off each month for the mobile hotspot data that I pay for as part of my $60 monthly plan and don't get to use. My plan starts the on the 19th of each month but they usually take my payment out on the 18th. So I feel like they need to credit me for 3 months worth of mobile hotspot at 30 gb of data for each month. I'm willing to take $90 in credit to my account for the missing 3 months of hotspot data. And yes I used up my premium phone data but nowhere on my plan says that if you use that up the hotspit data stops even if you still have all that data available. Esp when I've been a customer for long times and through all the mergers that led to boost mobile being owned now my dish network.Business Response
Date: 04/09/2025
April 2, 2025
Mr.***** **********
2125 ******* **.
********************
Re: BBB Complaint #********
************ - ************
Dear Mr.**********:
On April 2, 2025,we received your complaint, dated April 2, 2025, filed with the Better Business Bureau.
You said that you have been unable to use all of your mobile hotspot data. You also indicated that you are charged on the 18th of each month, which is one day prior to the beginning of your billing cycle on the 19th of the month. You requested a $90.00 credit equal to three months of mobile hotspot data.
The Boost Mobile terms and conditions state that hotspot data is pulled from your total high-speed allotment. You can always purchase more data to be used for both hotspot and regular device data.
Your Boost Mobile service is prepaid; therefore, the entire account balance is required to be paid in advance of the new billing cycle start date, which is the 19th of each month in your case. Since you are not on autopay, you can control when your payments are made.
Your request for a $90.00 credit is not warranted.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******, CO 80210
****** ********Initial Complaint
Date:03/31/2025
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 3/28/2025 I dropped my phone in the lake while fishing. I called boost as soon as I could to get started on a claim so I could get a replacement. The likewise employee told me that I could pay cash at any boost mobile store so I hurried to pay my deductible in-store. The lady didnt know how to do this procedure so she called her boss and Im guessing he walked her through the process. But the guy had no idea what he was doing either because Instead of attaching the $40 I gave her to the deductible for my insurance she attached the $40 to my account. I found this out Sunday morning when likewise said that the payment was never processed so I went to the store again and the lady was there confused about what the problem was and so was I because I didnt know she had made a mistake. Then today on 3/31/2025 i call the store and a different person answers Im guessing the manager, she says that the payment was never sent to likewise it was sent to my account as credit and that I had to come in to pay another $40 to process my deductible. I called customer service they said they could not refund the $40 from my account and the lady at the store says its not possible to get a refund on my account. Not to mention I was charged an extra $4 for an epay service charge. Now obviously I could just leave the credit on my account and accept it even though I JUST paid my phone bill on the 28th but no this lady took my currency and made a purchase I did not authorize her to make with it. Im uploading the first encounter with boost and the second receipt is the one for the ACTUAL likewise payment which was later in the week. I was very clear on where I wanted my funds to go and I expected this lady to know where to put my funds. This is an issue and I expect an outcome for this inconvenience.Business Response
Date: 04/22/2025
April 22, 2025
Mr. ******** *********
**************************************************>************, IN 46201
Re: BBB Complaint #********
************ -************
Dear ****************************** 1, 2025, we received your complaint, dated March 31, 2025, filed with the Better Business Bureau.
You said you attempted to pay your Likewize deductible in-store, but the $40.00 payment went towards service instead and you were charged a $4.00 fee. You requested a refund.
We appreciate you bringing this to our attention; I forwarded the details to our retail team for internal investigation.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, your refund request is declined. However, the payment has gone towards your service and as a courtesy, I applied a $4.00 credit to your account for the fee charged.
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
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/31/2025
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 have been a booste mobile customer for almost 2 years. With 2 lines at $25 a month each. In June 2024 the number ********** had its sim card crash. I called and reported it and no new sim was ever sent. After that i called 8 different times to get the line canceled. Because the line wasnt active due to the sim card being faulty, they WOULD NOT cancel it due to not being able to verify through text. The sim card doesnt work, i CANT verify through that number. I have been put through pure h*** to get this line canceled and have been charged for line that wasnt active since June 2024. After being on the phone for 3 hours today, and then another 2 hours because boost dropped the call, they refuse to isssue me a refund or a credit to my account for the line that is active. Boost has said themselves they see i have called before about the number with the faulty sim card but can not issue me a refund or change the bill this month that is currently trying to come out of my account again. i have been charge 50 instead of 25 for 9 months, Boost is literally stealing from me when they can see ****** the phone line was able to be used due to their sim card crashing, and they refused to cancel the line within those 9 months and kept billing me for it. Thats $225 that boost has stole from me. I was with Boost Infinte, and all this happened when they switched our accounts to ********************. I asked for a credit to my active line for future bills or a new phone to accomadate the money they have take from me the past months and all they say they can do is offer me a $10 credit. That is beyond outrageous!!! There was no service to that phone, i shouldn't have been charged for it to start with. They wouldnt cancel it, they wouldnt take it off autopay, they wouldnt give me access to my app or online without that number working, but it was not my fault the sim card crashed, it was theirs, and they continued to steal from me for something that did not work!!!! And was reported many timesBusiness Response
Date: 04/17/2025
April 16, 2025
Ms. ******* ******
******************************************
Clover, SC 29710
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** March 31, 2025, we received your complaint, dated March 31, 2025, filed with the Better Business Bureau.
You said the *** card stopped working for your line ending in 9946, and you did not receive a replacement. You also requested for the line to be canceled, but you were unable to verify your account. In addition, you said customer care refused to remove you from autopay.Furthermore, you requested a billing adjustment/refund, but you were denied.
Our records show a new *** card was sent to you in July 2024; however, there is no record of you calling in to indicate you did not receive it or to cancel the line. In fact, you did not call back in to cancel this line until March 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. Your line ending in 9946 is pending disconnection on April 18, 2025.
Please note: Boost Mobile postpaid service requires autopay,so you were informed accurately by customer care it could not be removed.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. Your request for a billing adjustment/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
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/30/2025
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.
Ordered a phone and then once I paid I was informed theyre none in stock. I tried to reach out and cancel the order via chat and phone and was told theyre unable to cancel. So theyve already taken my money, Theyre unable to cancel the order, unable to change the order and unable to provide me a time or an estimate of a time of when one would be shipped out because there are zero in stock. This is false advertising. This is stealing peoples money.Business Response
Date: 04/18/2025
April 17, 2025
Ms. ****** *******
**********************************************************************************
Re: BBB Complaint #********
************** - ************
Dear Ms. ****************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
You said that you ordered a phone,but then you were informed it was not in stock. You tried to cancel the order,but you were told this could not be done since you had already been charged for it.
The phone you ordered is one of the most popular devices we offer. Because of this, inventory can be depleted from time to time; however, we are continually working with device manufacturers to restock as soon as possible.
A review of your account shows that the device was delivered on April 2, 2025.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/30/2025
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,
*** *********ld me the discount was only for the first 3 months. I told them I had not had the phone three months, so I was put on hold and then told the discount was for only one month, and that I did not meet the requirements for the discount because I didn't bring my own device for BOTH lines only one line. This was the first time this was told to me and different from my order summary and my first bill. The bill and information given to me now is not what I was told at the beginning. Also the word "Recurring" means more than one time. I was given this discount only one time. I signed up for the service under their advertisement that the discount would be for one year, not one month or three months, but for one year. I also have an email from my original order summary showing one line would be $25 and one line would be $12.50. I signed up for both lines at the same time and activated them at the same time and was not told this offer would not apply because I did not bring my own device.Business Response
Date: 04/16/2025
April 9, 2025
Ms. *** *********
*****************
*******, GA 30662
Re: BBB Complaint #********
************** -************
Dear Ms. ******************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
You said that you purchased two lines with the understanding one line would be half off for the first year, but you have been billed the full rate.
I added a $12.50 credit to your account to honor the rate you agreed to, and I contacted our back office to ensure that your future billing is accurate.
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:03/30/2025
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: 23135963
I am rejecting this response because: at this point, I do not care if yiu unlock MY phone.
I don't want a refund. I just wnzt you to stop
Sincerely,taking money out of my bank a count for servixe I have nsrver even been able to use. I don't care what you say in regards to service working in my area as it does not it has never worked in the year that I had your garbage service at this point I don't want refunds I don't want new phones I don't want unlocked phones I just want you to get out of my bank account and to leave me the h*** alone. The countless and I mean countless complaints filings with the BBB horrible reviews up and down the internet speak for itself in regards to you and your company service and treatment customers. Again I just say please in my service please stop taking money out of my account keep what you've taken already which is basically stealing for me I'll smash this phone that you have locked that is my personal phone to Pieces rather than have you have anything to do with it. You should be ashamed of yourself your company should be ashamed of itself and again I'm not the only one screaming this the internet speaks for itself the review speak for itself the countless filings with the BBB speaker itself I do not want to deal with you anymore I don't have anything to do with Boost Mobile just stop taking my money. I'm so frustrated and disgusted I can't hardly think straight.
***** ******d on to other agents never got anything done so I went ahead and bought a third party phone unlocked from ******* they had nothing to do with them or their company. It was my phone brought to the service the only thing that they had to do with it is I put the *** card in the phone to use it with my non-existent c*** service. After enduring 10 months of h*** with them I called told him to cancel my service that I was not using them anymore and I'll be using another company they assure me that the service was canceled I wash my hands the whole thing try to move forward when I got my new *** card kit from ****** Wireless I could not use it as the phone was locked it said that I needed to get my previous carrier to unlock it which they refused to do even though it's my phone has nothing to do with them. My other complaint is for the past 2 months though my service was canceled 2 months ago they have charged me and will not refund my money and I'm a disabled veteran and every ***** countsBusiness Response
Date: 04/17/2025
April 16, 2025
Mr. ***** ******
***************
******************
Re: BBB Complaint #********
************ -************
Dear Mr. ***************** March 31, 2025, we received your complaint, dated March 30, 2025, filed with the Better Business Bureau.
You said you have been experiencing service issues that you were unable to resolve through customer care. You also expressed frustration with Likewize not repairing your previous device, so you had to purchase a new one from *******; however, it is locked to our network. In addition, you stated that you canceled your service two months ago, and you inquired about a refund.
My attempts to contact you at ************** on April 12 and 15, 2025, were unsuccessful, but I left a message each time. I also sent an email to ********************* with a request that you contact me.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified. In addition, data coverage is not available everywhere and service speeds are not *************** service 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.
Likewize claims are subject to approval and we cannot guarantee your filed claim will be approved.
To look into your unlock request, please email the proof of purchase (including the devices IMEI number) to me at ****************************************.
There is no record of a request from you to cancel the service. If you wish to cancel service/port out your phone number, please contact customer care at **************.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; therefore, your request for a refund is declined.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Business Response
Date: 04/30/2025
April 29, 2025
Mr. ***** ******
***************
******************
Re: BBB Complaint #********
************ -************
Dear *************************** 25, 2025, we received your rebuttal,dated April 25, 2025, filed with the Better Business Bureau.
You rejected our response expressing frustration with Boost Mobile automatically withdrawing payments from your bank account, and you maintain that you have been unable to use the service.
I again attempted to contact you by phone at ************** and ************** on April 26 and 29, 2025, but was unsuccessful. I also sent an email to ********************* with a request that you contact me.
As previously stated, Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
Boost Mobiles postpaid service requires enrollment in AutoPay. As a courtesy, I removed ******* from your account. Please note that after 90 days of non-payment, your account will be cancelled and you will lose your phone number.
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:03/29/2025
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 line with Boost mobile for my son. I used my debit card to pay the bill, but put his name for the person who would be using the phone. When the sim card arrived the phone kept saying it wasn't on a network and could only make emergency calls. I called customer service to get it activated. ******* told me that the account had to be verified. I asked her what verification entailed and she refused to tell me. I told her the account was for a minor. She then proceeded to tell me that they couldn't verify the account cause it was a minor. I told her that the debit card used to purchase the line was mine and they never asked for any of his information i.e. DOB or anything so there was no way they can see it is an account for a minor. She refused to refund me my money and then refused to let me speak to a supervisor. Stated that the supervisor can't override it once the decision about verification was made by her. I would like a full refund. I paid $17.08.Business Response
Date: 04/07/2025
April 3, 2025
Ms. ******* ****
****************
************, ** 19142
Re: BBB Complaint #********
************** -************
Dear ************************* 1, 2025, we received your complaint, dated March 29, 2025, filed with the Better Business Bureau.
You said you purchased a device, but you were unable to fully activate it. You expressed frustration with the verification process because the account is for your son, and you cannot get past it. You requested a $17.08 refund.
My attempts to contact you at ************** on April 2 and 3, 2025, were unsuccessful. I also sent an email to ***************** with a request that you contact me.
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.
In order to be eligible for a refund under the 30-day money-back guarantee, you must port in your phone number and enroll in autopay.Because you did not port in the phone number, you would not be eligible for a refund.
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
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/29/2025
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 switched to Boost in 2023 exclusively for the new iPhone every year program. When the time came for the upgrade, I switched phones, boxed up the old phone and sent it back in the return packaging provided by Boost. While it was in transit I received several we havent received your trade in emails. I called and used the chat option many times to confirm that the phone had been sent and if I needed to do anything further on my end. Each time I was told, You are still within the time limit, so we can wait until the deadline. I finally spoke to someone again after the deadline and he informed me that my phone had been received and they would credit my account accordingly. Problem solved, I thought, finally! Until they started charging my bank account for 700 plus dollars for the trade in they now say they never received! After speaking to several very rude customer service agents, I decided to transfer my service to a different company. Boost gave me zero options for what I consider to be completely their fault. At one point they had the trade in phone but now they are charging me for it. How is that legal? After termination I had planned on returning my upgraded phone as I have done with countless other carriers with no issue only to be told that it is not an option. They are now charging me over 1700 for a phone I have already returned and I phone I no longer need. They also have not stopped trying to charge my bank account every single day after I have repeatedly requested for them to stop and send me a bill or set up a payment plan. Absolutely abysmal customer service and fraudulent practices.Business Response
Date: 04/16/2025
April 9, 2025
Ms.****** *****
**********************************************************************************
Re: BBB Complaint #********
993879108138 - ************
Dear Ms. **************** March 31, 2025, we received your complaint, dated March 29, 2025, filed with the Better Business Bureau.
You said that you returned an iPhone 15, but you were still charged for it and you would like this reversed. You also want to return your current device, as you no longer need it.
I contacted you by phone and left a voice message.
A review of your account reveals that the iPhone 15 was returned and the charges of $638.85 reversed.
Our records show that you are outside of the return window. As a result, we are unable to accommodate your return request.
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:03/28/2025
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.
Boost mobile charged me $384.74, on January 22, 2025(the payment was moved from processing to officially being transferred from my account on February 27), after I placed an order for a new iPhone. I placed the order over the phone with a Boost mobile representative and was told that my order would be shipped that Monday, January 27. I had 2 day delivery as well. January 27, 2025 I received an email that my order could not be processed. I have been talking to Boost mobile agents ever since because they will not give me a refund. I have been in an ongoing cycle for almost the past two months about the order supposedly being in process and can not be cancelled , some say that the order actually does show as cancelled, and some agents saying that there is an investigation into why the order was not delivered. I want my refund, seeing as though, Boost Mobile not delivered the device. This has been the worst customer service experience of my life.Business Response
Date: 04/17/2025
April 17, 2025
Ms. ***** ********
10400 ******************* Trl.
*******, ** 76123
Re: BBB Complaint #********
************** - ************
Dear Ms. ******************* March 31, 2025, we received your complaint, dated March 28, 2025, filed with the Better Business Bureau.
You said that you ordered a phone on January 22, 2025, and you were informed it would ship on January 27, 2025.However, on the intended shipping date, you received an email stating the order could not be processed. On February 27, 2025, your credit card was charged $384.74 for this device. You have requested a refund since then, but to no avail.
Our records show that a refund was issued on April 11, 2025. We apologize for the delay and any inconvenience this has caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:03/28/2025
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.
Hello, I am writing about a number port-out concern and Boost Mobile's inability to fulfill my request. In essence, they are denying my right as a consumer to take my mobile number to a different wireless or other telecommunications carrier. I have two mobile phone numbers on my account that I have tried to port out to two different carriers. I have called Boost Mobile at least five times to ask status and/or for them to be manually released. Instead of completing my request I am repeatedly asked to "confirm" additional information, verification codes, and time-waste measures. One time I was informed that it is in progress but the other carriers I have tried to switch to both indicated that I need to ask Boost to manually release the numbers. I have also reported this with the ***.Business Response
Date: 04/16/2025
April 11, 2025
Mr. ******** ********
**************************************** 4F
********, ** 10031
Re: BBB Complaint #********
************** -************
Dear Mr. ******************* March 31, 2025, we received your complaint, dated March 28, 2025, filed with the Better Business Bureau.
You said that you attempted to port out your phone number, but we are not fulfilling your request. You indicated that you are repeatedly asked to verify your account and are unable to obtain your port-out information. You requested your phone number be released.
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.
Our records show your phone number was ported to a new provider on March 28, 2025.
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
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********
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