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
- 4,564 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:04/30/2025
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.
I went to Boost mobile to switch carriers! Boost changed the area code on my cell phone number, now I cant receive calls, I went Boost mobile and ask them to fix it, I was told I would have to pay a activation fee, I paid the activation fee to switch, I asked why do I have to another activation fee! I was then threatened to be trespassed and call the police! I asked for a refund and then I was told ok Im calling the police! I left the store! I dont have a working cell phone, but I have to pay the bill, that is set up for auto pay! I called Boost mobile and no one seems to care that I can not receive calls, ******* ****** the manager said whats the issue you phone can make calls, just tell everyone you have a new number! I have had this number over 25 years ! I should not be forced into changing my number!Business Response
Date: 05/16/2025
May 10, 2025
Mr. **** *******
2002 *********** **.
*******, ** 28504
Re: BBB Complaint #********
************** -************
Dear Mr. ****************** May 1, 2025, we received your complaint, dated April 30, 2025, filed with the Better Business Bureau.
You expressed concern that your area code was changed, and now you are not receiving calls. You went back to the store and requested a resolution, but you were informed you were trespassing and they threatened to call the police.
When we spoke, I confirmed your number ending in 3921 with a 301 area code was retrieved and is currently active.
We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation.
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:04/29/2025
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,
***** *********I called the number that called me, and found that it was Boost Mobile, and upon speaking with the **************** person, I explained to her what happend, told her that I did not authorize any transfer, and they needed to cancel that request. She told me that she had looked 5 times, and did not see anything in their file for a phone line. I am not sure of anything being positive at this point.Business Response
Date: 05/16/2025
May 9, 2025
Mr. ***** *********
******************
********, NE 68123
Re: BBB Complaint #********
************
Dear ****************************** 30, 2025, we received your complaint, dated April 29, 2025, filed with the Better Business Bureau.
You said you received notification from ******* that your phone number was being ported to a new provider, which you did not authorize. You received a voicemail from us to confirm you are still interested in porting your phone number in. You requested confirmation that your phone number is not being ported to Boost Mobile.
Our records show the port-in request for the phone number ending in 7281 was canceled, and this number will not be ported into Boost Mobile.
Please note, in order to port out your phone number, your port-out information was accessed through *******. Please work with ******* to ensure your phone number is not ported out without your request in the future.
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:04/29/2025
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.
We switched from T-mobile to Boost-mobile, huge mistake, I was lied to numerous times by ******* ******, stating, I had an attitude because I couldn't call my son, this a such horrible lie because my son passe away 21 years ago,( the first time there was problem) she also stated that T-mobile didn't switch the number from 301 to 304 area code, we were on the phone with T-mobile activation department, and they instated Boost sale associate, improperly logged the area code, ******* ****** attitude went *****, I stated I want my husband number fixed because you made they mistake, ******* threatened me with I can refuse your service and have you removed from the store and you won't get any money back. I left the store I went outside because I see she was going to call the police and keep our money! I was upset because Saturday when we came to switch to Boost, this same lady was joking and smiling looking at my pups on my phone, and now because you made a mistake, and because I'm upset because this is the third time we had to come back, because your inadequacy now, you want to refuse service because I state this is ridiculous that I have to keep coming up, and you said Saturday don't worry it will fix itself in a few hours, what a power trip! my husband eventually came out and said it's still 304 instead of 301. He said ******* said call T-mobile again.I asked them to call the general manager Paco, and ******* said he didn't answer, and would not give me the number, We explained Saturday that the phone number was displaying a different area code, ******* stated it will fix itself, now she wants to trespass me so I cannot get my refund. Therefore my husband can not receive calls, and we have to pay $55 activation fee for a problem that Boost mobile created, We have been on the phone for hours trying get this resolved, Boost mobile telephone associate said go to the store if we go ******* is going to trespass, so she doesn't give us our refund.Business Response
Date: 05/12/2025
May 6, 2025
Ms. ***** *******
2002 *********** **.
*******, ** 28504
Re: BBB Complaint #********
************** - ************
Dear Ms. ****************** May 1, 2025, we received your complaint, dated April 29, 2025,filed with the Better Business Bureau.
You said that when you went to a Boost Mobile retail store, they did not enter in your information correctly resulting in you receiving the wrong area code for your phone number. You also expressed concern regarding paying an activation fee.
When we spoke, I informed you that your account is active and in use with your phone number having a 301 area code. I also advised you that Boost Mobile retail stores are independently owned and operated; therefore, we have no oversight of their policies, guidelines or business practices. However,your concerns will be forwarded to our *********************** Team for review once I receive the store details (i.e. store receipt) which your husband will contact me with.
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:04/29/2025
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.
On April 9, 2025, I purchased two iPhone 16s for a total of $111.60. I was told the phones would ship no later than April 10, 2025. After placing the order, I only received an order confirmationno shipping details or cancellation notice. I contacted the company more than four times between April 9 and April 15 seeking an update. On April 15, I was informed that my order had been cancelled on April 10, just one day after I placed it. However, I was never notified of this cancellation. Despite their claim that the order was cancelled, I still have not received a refund or any official notice. I was told I would receive my refund within 710 business days from the cancellation date (April 10), yet as of todayApril 29, 2025, 12 business days laterI still have not received my refund. I have contacted the company over 10 times and continue to receive conflicting responses. At times, Im told the phones shipped and I need to wait for them to be returnedimpossible, since the order was cancelled the next day and could not have shipped. Other times, Im told the refund is delayed due to my bank, but my bank confirms no refund has been issued. Ive even been told I must now wait another 710 business days, restarting the clock for no justifiable reason. This back-and-forth is unacceptable. The company has demonstrated a complete lack of professionalism and accountability. I believe I am being given the runaround and that others may also be affected by similar practices. I am requesting an immediate and full refund of $111.60 and a formal resolution to this matter.Business Response
Date: 05/16/2025
May 10, 2025
Mr. ****** ******
******************************
***********, ** 15417
Re: BBB Complaint #********
************** - ************
Dear *************************** 29, 2025, we received your complaint, dated April 29, 2025, filed with the Better Business Bureau.
You said you placed an order for two devices, but it was canceled without notification. You expressed concern that you did not receive a refund and customer care was no help. You requested a refund of $111.60.
Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.
Postpaid service also requires 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.
Because you disputed the charge of $111.60 with your financial institution, it was returned to the card used for payment. Therefore,a refund cannot be issued.
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:04/28/2025
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.
It's been resolvedInitial Complaint
Date:04/28/2025
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.
there the most illegimate bussiness in the world i sent back a ******* ultra s 25 and they havent creditied me since april 1 was when i sent it, the credit for the phone would cover my bill instead they suspended two numbers there pure scum its a 1200 dollar phoneBusiness Response
Date: 05/16/2025
May 16, 2025
Mr. Amr *****
******************************************;
Re: BBB Complaint #********
************** -************
Dear ************************** 28, 2025, we received your complaint, dated April 28, 2025, filed with the Better Business Bureau.
You said you returned your device, but you have not received a refund.
I confirmed your device has been received and a refund of $108.55 was issued to the card ending in 8099 on May 15, 2025.Please allow 3-5 business days for processing and delivery.
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:04/26/2025
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: 23254772
I am rejecting this response because: when you claim unlimited data it does not mean brick phones at 50 gigabytes especially with iPhones as well I was guaranteed by the store it was purchased at that the phones are full paid off and unlocked in which case this is false at this point you guys are technically doing false advertisement for potential people to fall into your trap look at the commercials you guys place online no where does it say or state that the speeds lower as well being a consumer when your told something by a business or even someone who carrys the boost mobile shirts I should be able to trust you guys and I dont I pay 100 for 2 phones a month and on top of that barely receive 50 dollars worth of service this is bad business on your part
Sincerely,
***** ******Business Response
Date: 05/12/2025
May 6, 2025
Mr. ***** ******
AZ 85304
Re: BBB Complaint #********
************
Dear *************************** 28, 2025, we received your complaint, dated April 26, 2025, filed with the Better Business Bureau.
You said that you purchased two iPhone 15s at full price and they were supposed to be unlocked. You also indicated that you were supposed to receive unlimited data, but it slows down after a ******** requested a refund.
The receipts you attached show the $480.00 discount you received for each device. Our 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. Additionally,the Boost Mobile Terms and Conditions state that once you use 50 GB of data,you will experience slower speeds. Your request for a refund is denied.
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:04/25/2025
Type:Sales and Advertising 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.
Been using this service past few months Calls dropped when they want ********** Been trying to get away form this Beyond the worst service I ever had I want to leave this company and return there device Its been nothing but challengesBusiness Response
Date: 05/16/2025
May 14, 2025
Mr. ******* ****
********************
*****************************;
Re: BBB Complaint #********
************** -************
Dear ************************* 25, 2025, we received your complaint, dated April 25, 2025, filed with the Better Business Bureau.
You said that you have been experiencing service issues, such as dropped calls. You requested to return your device and cancel the service.
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. 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.
Our records show you ported your phone number to a new provider while our case managers were assisting you with repairing your service. You are outside the 30-day return window, so a return of your device will not be accepted. The device loan also was valid, but you have since paid it off; therefore, your device was unlocked automatically.
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:04/25/2025
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 don't know where to begin but I didn't want to file a complaint against Boost Mobile, but this is my last option as there not trying to help me. On Saturday February 15, 2024, I ordered and paid $252.00 for 3 Apple iPhone 16 Pro Max. The $252.00 was for the taxes of the phone and other fees. The order number is 5032-663346-1938. *** shipped my order and i received the order and there was only 1 Apple iPhone box inside the *** shipping box. The Apple iPhone box that was inside was empty. There was no phone at all. I immediately called ***, and they told me to call the shipper which was Boost mobile. I've talked to over 20 agents within a month and a half period time and no one seems to want to help. I spoke to a supervisor, and he advised me that *** said I received the phones and there's nothing they can do about it. What do you mean there's nothing you can do about it. I spent money for these phones which were the taxes and fees. I guess boost mobile took the word of ***. Do you know how man thieves work at *** and how many packages are tampered with or go missing each day, each month and each year at *** and for some reason Boost Mobile is making it look like I'm being dishonest. These 3 phones were going to be used for my business. I also had to cancel my credit card, so Boost Mobile won't charge my card for the monthly bill. I'm asking for boost mobile to do the right thing here and resend out the phones, and for the inconvenience refund me. The refund must be in a form of a check because I cancelled the credit card that I paid with as stated before to prevent Boost Mobile for trying to deduct the monthly service bill for phones I don't have and never used. Again I'm asking for help that's all.Business Response
Date: 05/09/2025
April 30, 2025
Ms.Jacqken *****
**************************************************
Opa Locka, FL 33054
Re: BBB Complaint #********
45394787485032 - ************
Dear ************************** 25, 2025, we received your complaint, dated April 25, 2025, filed with the Better Business Bureau.
You said that you ordered three devices, but you received an empty box. You expressed concern regarding receiving conflicting information from us and *** regarding the missing items. You requested the devices be delivered, replaced or refunded.
When we spoke by phone, I advised you to file a claim with ***; if it is denied, we can pursue an alternate resolution. You agreed to follow up with me should *** deny your claim.
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:04/24/2025
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 cannot receive a verification code from representative who sends a code to my phone number in order to get in my account. **** in to store no solution and talked to several representatives over phone no solution. I am not making a payment until I can get in to my account. It's a prepaid mobile account.Business Response
Date: 05/16/2025
May 14, 2025
Ms. ***** ******
*******************
***************************;
Re: BBB Complaint #********
************
Dear *************************** 24, 2025, we received your complaint, dated April 24, 2025, filed with the Better Business Bureau.
You said that you cannot receive the verification code sent to your phone, and you refuse to make a payment until you can access your account.
Our records show that you called in on April 24, 2025, and refused to provide even your phone number to allow the customer care agent to access your account.
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. Therefore,until you are willing to provide the information necessary to verify you are the owner of the account, you will not be able to access it. For more information, please visit ***********************************************************.
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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