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
- 4,564 total complaints in the last 3 years.
- 1,154 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:05/03/2025
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.
Ive been having problems with the *** being on on my phone and when I was sent to the verification department, they told me they can verify my phone because it was under somebody elses name that was attached to this number they told me I had to go into the Boost Mobile store and get my phone verified to remove the *** off my phone when I went into the store, they gave me two options option one to pay to get my phone activated and bill and new number which I wasnt going to do because they should have been removed that old person name off this phone and gave me a diff number then what that person had when I first bought it and option two it would still be under his account it I have a account as well attached to this number and I keep the same number without having to pay and the *** will be removed it worked for about a week now the *** is back on my phone again and nobody can help me and was told Im not under a network and my phone is basically not on and I have to go out of town next week and Im tired of this keep happening and my problem is not being fixed and they want me to pay for something I didnt do and supposed to been fixed and done when I first bout it Ive had this phone over a year now and Im having this problem out of it Boost Mobile needs to be held responsible for this and inconveniencing meBusiness Response
Date: 05/12/2025
May 6, 2025
Ms. Carnecha ******
******************
************** 35217
Re: BBB Complaint #********
************ - ************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 3, 2025,filed with the Better Business Bureau.
You said that your device was not working and you called in to report it. You were told the device was not in your name and until this is updated, we are unable to assist you. You went to a retail store for assistance,but the issue continues.
When we spoke by phone, I offered to troubleshoot your device;however, you declined, as the service is now working normally. I also informed you that your account is under your name, and your name only.
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: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.
Since January of 2024 I have been charged an extra $10-15 on my phone bill for games that I didnt authorize. Boost secretly added these add ons to my bill and I only realized it today 5/3/25. When doing some research about this issue Ive come across many Boost customers that has had the same problem. I believe Boost is scamming people out of money by adding add ons to accounts without the customers knowledge.Business Response
Date: 05/16/2025
May 10, 2025
Ms. ***** ******
***************************
****************
Re: BBB Complaint #********
************ -************
Dear Ms. ***************** May 5, 2025, we received your complaint, dated May 3, 2025, filed with the Better Business Bureau.
You said you have been charged $10.00-$15.00 extra each month since January 2024 for game add-ons you never requested. You requested a refund.
Please be aware that you are responsible for keeping track of your monthly bill to ensure you are not being charged for anything you do not want. The games add-ons were removed, so you will no longer be charged for them.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; your request for a 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:05/02/2025
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.
On Wednesday, April 3oth, my husband (***** *******) entered the Boost Mobile store at ************************************. He purchased a new iPhone and asked the attendant, who identified himself as the store's owner, for help transferring his number to his new phone. He hasnt been able to call or receive calls from his phone number since. Further, when we called Boost Mobile customer service, we were advised that a request to change phone numbers had been submitted and that our phone number could not be restored. Our number was changed without our knowledge or consent. This leaves our business, Leonards Heating and Cooling, unable to take calls from our customers at the start of the most lucrative time of the year for our company. The phone number is prominently featured on our website and our work trucks. Having all the trucks rewrapped to correct the phone number will cost thousands of dollars. Boost Mobiles behavior is irresponsible and unprofessional in this matter. date of transaction: Wednesday, April ******* amount paid: husband purchased a new iphone for approximately $500 did the store try to resolve: I returned to the store within an hour of the purchase to ask the attendant to help fix the phone. She was unable to, and she failed to advise us that our number had been changed. My husband returned to the store the following morning (Thursday, May 1, 2025) and requested assistance again. The same store owner told him his phone would start working in 72 hours. We called the Boost corporate customer service number that evening. We spoke with a representative named ******. She is the one who informed us that a request has been made to change our number and there is no way to get the number back. She documented our complaints and gave us the complaint ID number *******. She declined to provide any further information about whom I can call or email to follow up.Business Response
Date: 05/16/2025
May 7, 2025
Ms.***** *******
***********************************************;
Re: BBB Complaint #********
************ - ************
Dear Ms. ****************** May 2, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You said that you went to a Boost Mobile retail store to purchase a new device and port a phone number to our network. The store employee changed your phone number without authorization, and you have been unable to correct this or get your service to function.
A review of your account reveals that your phone number ending in 6338 has been restored and reflects usage. 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:05/02/2025
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.
May 1st. I paid the business $10. The business was supposed to set up a line for my smartwatch. Instead I was told that I needed a new eSIM to set up my smartwatch and then was told to delete my eSIM from my phone and that they would send me a new one (I presumed over email) and now they wont verify my account because I cant receive the 6 digit pin sent to my phone number because I was instructed to delete the eSIM from my phone. Ive called at least *************************************************************************** but I keep getting forwarded to their verification team who wont answer the phone. I cant even access my bank account because I need a text sent to my phone number to log in. I feel that they have not tried to fix the problem. I have asked to speak with a supervisor and they wont speak with me unless Im verified. I tried offering up my social security to verify but the verification team has to verify. Ive been told there is not gonna be any wait for verification just to wait for 15 minutes and be told by the system that the verification team is too busy right now. Call again tomorrow. Are you kidding me. How long do they expect me to go without a phone?Business Response
Date: 05/16/2025
May 12, 2025
Mr. ***** *******
************************
******************************************; 94108
Re: BBB Complaint #********
************ -************
Dear Mr. ****************** May 5, 2025, we received your complaint, dated May 2, 2025, filed with the Better Business Bureau.
You stated that you were experiencing problems when you attempted to activate an eSim for your smartwatch. You requested your service be restored.
On May 6, 2025, you spoke with customer care and they were able to restore your service, and you agreed to delay your smartwatch activation for another time. I called and left a voicemail in an attempt to confirm your service is working as expected. Should you have any further concerns about this issue, you can reach me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
****** ********Initial Complaint
Date:05/02/2025
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 purchased a phone for my father. He lost it. I can only cancel the service by receiving a code to the phone (it is lost), or by giving them my SS number (which is private information).Business Response
Date: 05/16/2025
May 7, 2025
Mr. ******* *******
******************************************************;
Re: BBB Complaint #********
************** - ************
Dear Mr. ****************** May 5, 2025, we received your complaint, dated May 2, 2025,filed with the Better Business Bureau.
You said that you lost your device and you would like to cancel your account; however, you are unwilling to participate in the verification process.
My attempts to reach you by phone on May 6 and 7, 2025, were unsuccessful;however, I left a voice message each time.
We offer an alternative method of verifying a customer's identity when they do not have a device to receive the verification code. Questions are generated from the customers credit report, and they would need to be answered correctly to gain access to the account. Please contact me directly at ************* for further assistance.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** ********Initial Complaint
Date:05/01/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boost mobile cannot help in store. So they send you a phone number to call. Every single time I call, I am connected to ***** with a 45min to 1:30 min wait. All I want to do is cancel a service, and they are purposely making it impossible to contact them so that I cannot cancel my service. It is weaponized incompetence. I am 100% positive this is intentional at this point. They refuse to help unless I can giive them a verification code and yet, they tell me their system for verification codes is down. They just talk in circles the whole time. 25 dollars every single month until I can finally get ahold of someone ANYONE!Business Response
Date: 05/16/2025
May 12, 2025
**** *.
WA 98632
Re: BBB Complaint #********
************ -************
Dear **** *.:
On May 2, 2025, we received your complaint, dated May 1, 2025, filed with the Better Business Bureau.
You stated that you want to cancel your service, but you are unable to receive verification codes. You also asked customer care to cancel the service and switch you to a new provider, but you were informed your phone is locked to our network.
I called you at ************** on May 8, 2025, and sent an email to ********************* but I was unable to reach you.
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. For more information, please visit ***********************************************************.
The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 months before we can unlock a device. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it.Your phone will be eligible to be unlocked on April 25, 2026.
Our records show you were offered a discount on your service for the next three months, but you ended the call before accepting. As a courtesy, I applied a $30.00 credit to your account.
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:05/01/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 2nd I called Boost Mobile and spoke with their representative to order phone service. At the time I did not have a phone but intended to get one and add it to the service plan. I explained this information to the representative. She convinced me to order the service and said I had 30 days to cancel it. The representative never said the plan I ordered didn't qualify for the 30 day money back guarantee. I paid $16.68 and she provided me a reference number and that is the summary of the call that day. Today April 30, I called to attempt to cancel the service and get a refund. The first time I called I spoke with the loyalty department and ultimately the customer service agent was rude and hung up on me. The second time I called I spoke with a supervisor in the loyalty department named **** he told me he was the highest level of customer service and that my plan did not qualify for a refund. He told me I should have read the information on the website. This is puzzling to me as I called to order the service over a phone call with a live representative. I didn't order the service online and no one told me to look online and read any fine print before I ordered the service with the representative over the phone, I trusted what she said was true but she just wanted the sale and lied. Boost Mobile is refusing to refund my payment within the stated guidelines I received over the phone. This company's 30 day money back guarantee program is deceptive and misleading. I am requesting BBB to help mediate this issue with the assistance of the recorded phone call I placed on April 2nd with the live representative and the corporate contacts at Boost Mobile.Business Response
Date: 05/09/2025
May 2, 2025
Ms. *** ****
*********************************
*************************;
Re: BBB Complaint #********
************** - ************
Dear ************************* 30, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you agreed to our service with the understanding that you would receive a refund within 30 days if you were not satisfied and canceled. You indicated that you have been told now you do not qualify for a refund due to the package you chose.
When we spoke, I advised you that our 30-day money-back guarantee is offered to new customers who port in a phone number and have autopay. However,a review of your account shows you did not port in a number, which is why you do not qualify for a refund. This has nothing to do with the plan you chose.
In the interest of customer service, I requested a refund of your $16.68 payment; 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:04/30/2025
Type:Product 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,
**** ***er's request. I request END ALL OF MY SERVICE, and thus I won't get any charge. What you did now, is removing my card in Autopay, but still leave this service and account as alive.What's wrong with you to understand the question? And What makes you being so hard to refuse esclating this service to your tl/supervisor? I kept asking him to address my problem.He told me even though he delete the account for me, I'm still gonna receive this email.Then told me, I will always get an email if Autopay is removed.Can you really read English? I did got an email after the card was removed on Autopay in April 5, I'm saying why I'm getting another payment reminder email as it's April 30! And will I get future email in the months after.***** ******, never ever gonna use this provide again.Business Response
Date: 05/19/2025
May 16, 2025
Ms. **** ***
****************************
****************
Re: BBB Complaint #********
************** -************
Dear ************************ 30, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
You said you ordered service and then attempted to cancel. You indicated that you were charged again. You also expressed frustration with the customer service you received.
When we spoke, I confirmed you did not want to keep your phone number, so I canceled your line immediately. You are not on autopay,so you will not be charged any further. Additionally, a refund of $15.00 was issued to the card ending in 3600 on May 14, 2025. Please allow 3-5 business days for processing and delivery.
We regret that your experience was unfavorable.
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:04/30/2025
Type:Product 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,
********* *****nd the phone back i have the box it was sent in i have everything it came with i didnt use the ohone but for an hour pretty much but its too slow and i dont wanna pay for a phone im not happy with id rsther send it back and get something im happy with but i do not like run arounds or being told different stories to keep you from returning a phone its ridiculous and makes very upsetBusiness Response
Date: 05/16/2025
May 9, 2025
Ms. ********* *****
****************************************
***********, ** 27560
Re: BBB Complaint #********
************ - ************
Dear Ms. **************** May 6, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
You stated that you recently purchased a device, but you were unhappy with it and you were experiencing problems with ************** requested that you be able to return it for a refund, but customer care was unable to process your request.
When we spoke on May 2, 2025, you advised me that since submitting this, customer care was able to help you and you are in the process of returning the device to ********************; therefore, no assistance is needed at this time.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
***** *****
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