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

4,553 total complaints in the last 3 years.
1,137 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:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Horrible issues, the entire start to finish was a catastrophe. Refusing to give me a refund, for service that does not even work. I'll be warning everyone I see, to never use boostmobile, that much is certain. I was told my phone was compatible, however the person assisting me had absolutely no idea as to what she was doing, she struggled to put the sim card into my device. If I am not contacted, and full refunded, I will take this as far as I have to.
Business Response
Date: 04/21/2025
April 17,2025

Mr. ***** ******
***********************************>**********************

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

Dear Mr. ***************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.

You expressed concern with your experience at a retail ********* requested to be contacted and a full refund issued.

When we spoke today, you went into further detail. You indicated that the employee had trouble with inserting the *** card and eventually got it in, but the phone only worked for a short time. You also expressed concern with the information you were given and the general cleanliness of the store in question.

I agreed to refund the initial service payment of $30.58. I will also forward your feedback to our *********************** team for an internal review.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Boost turned off my service today 3/27/25, but I paid my bill 2/27/25 so today would be day 29, not the 30th day. Boost was not supposed to interrupt my service until March 31st as it was paid up in advance until March 30th. I called boost they said I have to go into a boost mobile and give them my id to verify me/who I am. I don't have a car and I am not taking a **** to give my id to verify who I am. I shouldn't have to jump through hoops to get boost to fix what they broke. I am not paying the next bill until March 31st as I already paid up until March 30 and to pay today means I 've paid for 3/27-3/30 twice, I want a refund for today 3/27, 3/28. 3/30. for suspended service that shouldn't have been suspended
Business Response
Date: 04/16/2025
April 10, 2025

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

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

Dear Ms. **************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.

You expressed concern that your service was suspended on the 29th day of your billing cycle. You also expressed frustration that you were told to go into a store to verify your identity. You requested a refund.

You have Boost Mobiles prepaid service; therefore,the entire account balance is required to be paid in advance of the new billing cycle start date, which is the 29th day in the billing cycle.

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.

Your request for a refund has been denied, as you have been billed correctly. Additionally, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable.

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:03/27/2025
Type:Delivery 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 2 phones on 03-13-25 I received an empty box from *** on 03-17-25. I have been calling boost mobile and *** since and there is still not a resolution. Boost mobile corporate office was looking into it and today was the day that they were supposed to resolve it. I called twice today and there is still no update 1Z0R954E4204976520 please help me
Business Response
Date: 04/16/2025
April 2, 2025

Ms.******** *******
************************
********,IL 60085

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

Dear Ms. ****************** March 28, 2025, we received your complaint, dated March 27, 2025, filed with the Better Business Bureau.

You said that you purchased two devices, but you received an empty box. You escalated this with us and *** and you would like a refund.

A review of your account reveals that a refund of $279.04 was provided on March 27, 2025.

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:03/26/2025
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.
The matter was resolved satisfactorily. Thank you for your assistance.se to do this and are relying on faulty legal analysis continuing to force me to subsidize a phone that I returned and no longer own.
Initial Complaint
Date:03/26/2025
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 pay my bill ***** Month. I have attached proof of this. Boost was charging an old debit card because I forgot to update to my new card information. They were charging $57.79. I was getting emails of $57.79 due. On the website it showed $57.79 due when I was going to update my card information. *****thing was $57.79. Suddenly, my bank says DOUBLE was charged. $115.58. I Did not ok this, I did not authorize this, NOR was I shown this amount on any type of bill or transaction receipt prior to submitting my payment. This is not ok. This is FRAUD. I am truly not wanting to continue as a customer because it worries me that they can just take more amount of money without any type of warning or notice.
Business Response
Date: 04/14/2025
April 2, 2025

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

Re:          BBB Complaint #********
57916983866879 -************

Dear Ms. ******************* March 26, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You said that you did not authorize Boost Mobile to take a payment of $115.58, and it was done fraudulently.

A review of your account reveals that you submitted a payment of $115.58 and that it was not deducted through our AutoPay option. The payment was made through your online account on March 26, 2025. However, I requested a refund of $57.79, as a courtesy.

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:03/25/2025
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.

Sincerely,

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

y and to contact my bank because their is nothing they could do to help me. On March 24, I called Boost Mobile and was ANOTHER ticket would have to be submitted, and it would be an additional 10 business days before I would receive a refund. The call was disconnected before that was even completed.
Business Response
Date: 04/14/2025
April 9, 2025

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

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

Dear Ms. ***************** March 26, 2025, we received your complaint, dated March 25, 2025, filed with the Better Business Bureau.

You said you applied for device financing and your order was canceled, but you were still charged $136.80. You requested a refund, but you have not received one. You also expressed frustration with the customer service you received.

Postpaid services require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 business days with an explanation for the denial. Our records show a refund of $136.80 was issued to the card ending in 7419 on March 26, 2025.

We apologize for any inconvenience this may have caused.

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:03/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 19, 2025 myself and my two children went to the boost mobile located in side of the town east mall ****************************************************** to purchase new phones. Unfortunately, there was an issue with porting our numbers over to boost and getting my Las Vegas Identification verified. **** Naoufaul and his manager both were assisting me. I was charged $162.93. **** tried to perform a refund but the system kept rejecting the refund. At that time ****s manager still reassured me the refund processed even though on my end it stated unable to process refund on the card machine. **** and his manager stated th refund would be back on my card within 3 to 5 days. I have a receipt that states the refund failed. I called **** on March 20 and went back up to ************** to show **** th receipt states failed. I also called my bank and the bank verified with me they did not see any pending refunds from boost mobile. **** advised the refund would be back on my card by Tuesday March 25th. It is Tuesday March 25th Ive texted **** to give him a heads up that the refund has not processed. **** read my message but did not respond.
Business Response
Date: 04/17/2025
April 17, 2025

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

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

Dear Ms. **************** March 26, 2025, we received your complaint, dated March 25, 2025, filed with the Better Business Bureau.

You stated that you purchased devices you were unable to activate, so a refund of $162.93 was issued. However, you said that our system rejected the refund and you have not received it.

I confirmed with our retail escalations team that the $162.93 refund was issued; please contact your financial institution for further assistance.

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:03/25/2025
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.

Sincerely,

****** *****

Business Response
Date: 04/09/2025
April 2, 2025

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

Re:          BBB Complaint #********
51296375302463 - ************

Dear Mr. **************** March 26, 2025, we received your complaint, dated March 25, 2025, filed with the Better Business Bureau.

You said that you ordered a device over the phone, but it was delivered to the wrong address. You would like another device sent to you or to receive a refund.

I requested a refund of $166.74 be provided, which can take five to seven business days for processing. We will also review your call for quality assurance and provide feedback if necessary.

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:03/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 23113542

I am rejecting this response because:
Waste my time and send the phone under my expense because dont provide any information to send phone back and my daughter have to discover where we can send the phone
your guys companys need to be more serious in the advertising and customer service
Sincerely,

**** ******
Business Response
Date: 04/16/2025
April 16, 2025

Mr. **** ******
************************************* 4B
********, NY 11377

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

Dear Mr. ***************** March 26, 2025, we received your complaint, dated March *******, filed with the Better Business Bureau.

You stated that you paid full price for a phone for your daughter; however, when you tried to unlock it to use with another carrier, you were told it had to be active for 12 months with us before it could be unlocked. You indicated that the advertising said the device could be unlocked immediately. You requested that it be corrected.

Please note, your account was set up as prepaid. Our unlocking policy (available on our website) discloses that a device purchased through Boost Mobile on a prepaid account must remain active on our service for 12 months before becoming eligible to be unlocked. We regret any confusion.

Our records show that you returned the device. It was received on April 1, 2025, and a refund for the purchase processed on April ******.

Sincerely,

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

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

                ***** *****
Initial Complaint
Date:03/25/2025
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 was looking to change my cell phone provider I went online researched if Boost mobile could support my devices through their check device eligibility and was assured all my devices could be serviced (iPhone 14 and 12 and an iPad to be exact) I then placed an order for 3 lines of service. When I received SIMcards in mail the phones were never ever able to be serviced and once I attempted to activate iPad that device could not be serviced either. Even though I entered all the **** numbers in their system prior to purchase. I felt that was consumer fraud to lie about being able to service devices that the company knowingly it can not. In the process I was without phone service for approximately 4 days. I called customer service numerous times to no avail they would not assist me due to them not being able to send me a passcode because once my phonenumbers were ported over to Boost I lost the service with my previous carrier and when I was attempting to get the new service established, no one at help me. I even drove an hour and went into three stores which I have video and audio recordings of those representative trying to help me while being inside the store. Those representatives also contacted the 800 customer service people so I spent days inside the store. I wasted my gas. Iwasted valuable time in an attempt to get Boost Mobile to activate the phones once it was clearly established that I would not be getting any service from Boost Mobile not on my cell phones, but also on my iPad I decided to request a refund since I had never used the service. I never used a gigabyte of their anything made a call I not able to receive or send text messages and when I requested a refund, I was denied in order to get phone service back. I had to payadditional money to go to a new company and pay them for their activation fees for service that actually works. I believe this is a unfair business practice and I am entitled to my refund.
Business Response
Date: 04/14/2025
April 10, 2025

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

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

Dear Ms. ***************** March 25, 2025, we received your complaint, dated March 25, 2025, filed with the Better Business Bureau.

You said you confirmed your phones and iPad would be compatible with Boost Mobile, but you were unable to activate the iPad or use the service on your phones. You also expressed concern you received no assistance because you were unable to verify your account. You requested a refund of your payment (since you ported your phone numbers to a new provider).

A review shows that iPads can be used, but there are no plans available for them specifically at this time.

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 numbers and be enrolled in autopay. Because you did not port in your phone numbers, you do not qualify.Nevertheless, I made an exception and a refund of $87.76 was issued to the card ending in 6212. Please allow 3-5 business days for processing.

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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