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
- 4,563 total complaints in the last 3 years.
- 1,153 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:04/24/2025
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 not heard from the business in response to my complaint.vided and just looped in circles on what was on the live chat only and disregarded my fustration of the lies on their website and customer representatives stating my Motorla stylus 5g phone was co.patible for e sim. I made it a point that the phone will only be used for a week so not like for continuous billing. I w was told that would be fine but i woukd have to enroll in auto pay to activate line so i did just that. And when going to activate i was left with no phone no nunber no nothing. I specifically wanted e sim i was not provided with it instead they decided to ship a sim card out that does no justification as the phone would not be needed by then. Just looking to get my refund for the ***** i paod under false pre tenseCustomer Answer
Date: 04/24/2025
Charged for a product that was misleading in informationBusiness Response
Date: 05/12/2025
April 29, 2025
Mr. ***** *****
***********************************************************************;
Re: BBB Complaint #********
************** - ************
Dear ************************** 25, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you were told your device could accept an eSIM;however, you found it incompatible, and you were then told to purchase a SIM kit. You expressed concern regarding the information you received, and you requested a refund.
My attempts to contact you by phone on April 26 and 29, 2025, were unsuccessful; however, I left a voice message each time.
A review of your account shows no evidence that customer care advised you that your device would work with an eSIM. Nonetheless, I requested a refund of your single payment of $16.58. 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:04/23/2025
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.
How it started off I thought I had a $60 plan but I had a $55 plan and theyve been charging me 9417 for a while nowand I thought that was the price I have unlimited plus and then they tell me that I dont I think theres something wrong with this and I wanted to get it resolved. Please help meBusiness Response
Date: 05/09/2025
May 2, 2025
Ms. ****** ********
***********************************************************
********, ** 97236
Re: BBB Complaint #********
************ -************
Dear ***************************** 24, 2025, we received your complaint, dated April 23, 2025, filed with the Better Business Bureau.
You stated that you are being charged $94.37 per month when you have a $60.00 plan. You requested a refund.
A review of your account found your monthly statement generates on the 22nd of every month. On September 20, 2024 (partially through your billing cycle), you financed an Apple iPhone 16 Plus, increasing your monthly charges to $94.37. As of April 22, 2025 your account reflects the Unlimited+ Plan and $34.17 for device financing.
For the most accurate view of plan details, monthly billing and payment history, log into the Boost Mobile application or website.
If there are further questions or concerns about this issue, you may contact me at **************.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/23/2025
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.
I tried to cancel the service and get a refund for an unused month of service with no prevail. I was hoping for a refund due to being disgruntled with the service. I no longer wish to have service with the provider and further more have not HAD service given from this provider. to ignore my refund is bad for business and does not demonstrate qualities of someone who is trying to give good customer service. Summary. Service not provided for this month. Hoping to get a refund because I do not have access to the service I am paying for from you guys which is unjust to charge funds for.Business Response
Date: 05/09/2025
April 25, 2025
Ms. ***** *****
*******************
*******, WA 99163
Re: BBB Complaint #********
51883705746222 -************
Dear ************************** 24, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you canceled because your service was not *********** requested a refund of your last payment, but it was denied.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. A review of your account reveals that your last payment of $26.51 was refunded on April 24, 2025, regardless.
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:04/22/2025
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,
******** ******was going to be paying $20 for the global roaming, no one can answer that question and claim they don't know what the charge is for. I need Boost mobile to refund the over $70 extra charges on my account.Business Response
Date: 05/09/2025
***** 30, 2025
Mr. ******** ******
*********************
********************
Re: BBB Complaint #********
************** -************
Dear *************************** 23, 2025 we received your complaint, dated ***** 22, 2025, filed with the Better Business Bureau.
You stated that you called in on February 6, 2025, to inquire about what services you needed to use your phone ********** were informed that it would cost $0.68 to add Global Roaming to your plan that day. Due to increased charges on your bill in both March and *****, you requested a refund.
A review of your account found that you were informed of the full cost to add Global Roaming to your plan. You were also advised to remove it before the next billing cycle to avoid unwanted charges.
Our terms and conditions state that we do not prorate charges for plan extras; the $0.68 you paid that day counted toward the total cost of Global Roaming for the February 2025 billing cycle. It was added to your account after the bill for February had been created, pushing the charge forward to appear on your March bill.
You are able to add or remove plan extras at any time via the Boost Mobile app or website. When you spoke with customer care, Global Roaming was removed at your request immediately, preventing future charges, and a refund for the March and ***** charges was issued to the credit card ending in 1009. Please allow 7-10 business days for processing. Your account has also been credited for one month of service for the inconvenience.
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,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/22/2025
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 order this online and I have everything from bank statements to emails of everything. I called about my refund and they only refunded me one phone I been calling about the other one ever since then and they refuse to send me my other half of my money. Their call center told me to talk to my bank and I told them that you took my money and cant even give it back to me when I even have receipts that it went back to them and Ive never gotten my refund. They told me to go through my bank to get my refund this is uncalled for.Business Response
Date: 05/15/2025
May 12, 2025
Ms. ******** ********
************************** J106
*******, WA 98204
Re: BBB Complaint #********
************** - ************
Dear ***************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You stated that you placed an order online for two devices with our service. This order was canceled and you called in to inquire about a refund, but you did not receive one. You requested to receive a full refund.
Our records indicate that an order was placed on March ******, and a payment of $340.98 processed. This payment included the cost of the devices plus tax and the first month of service for each. The order was canceled internally, the devices returned to our warehouse and the service was never activated.
Our records show that three refunds ($55.65 on March *******, $110.49 on March 18, 2025, and $174.84 on April 24, 2025) were processed,totaling $340.98; please confirm receipt with your financial institution.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:04/22/2025
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: 23236607
I am rejecting this response because:Phone still shows as locked. Put Boost Mobile sim in phone shows 4glte connecton and shows connected Boost TMobile. Put Tracphone Tmobile sim in phone, or any other non Boost sim, phone shows locked sim. Phone is not unlocked, please look at the pictures.
Called my local Boost Mobile store, they said they could not unlock the phone only the 800 number at Boost could help.
Contacted the *** (*****) as per your suggestion. ***** said based on the phone IMEI, the phone was sold by Boost. They told me they had no way to unlock the phone, the phone has to be unlocked by the cell phone provider which put the lock on the phone.
***** support email:
*** Support
From:*******************************************************
To:*************************
Thu, Apr 17 at 6:09 PM
Hi *** *****,
Greetings from *** Global Support.
We value the importance of your concern and regret the inconvenience caused to you. We will surely help you to resolve your query.
In response to your concern regarding your ***** G100 Phone, we want to ensure we fully understand and address your lock related concerns, and we would like to inform you that yes your ***** G100 is locked by Boost Mobile which can only be resolved by your network provider directly. Further, it depends on your network provider how they can provide you the resolution for unlocking your device. Hence, we recommend reaching out to Boost Mobile for assistance. They will be able to provide you with the necessary steps or unlock code to resolve this matter. We hope you understand and this is helpful for you.
If there are any questions or if we can assist you further in any way, please don't hesitate to reach out. We would be delighted to address any concerns you might have or explore how we can better meet your needs.
Once again, thank you for being a part of our journey. We hope to have the privilege of serving you again in the future.
So either you are lying, or your system can't unlock the phone. Can you try to unlock it again. You keep sending the same response back it is unlocked, but it is not unlocked.Either way you owe me an unlock or send me a check for $45.00 and I will go buy an unlocked one off eBay.
Next step for me is to to go to small claims court.
Business Response
Date: 04/30/2025
April 25, 2025
Mr. ****** *****
**********************************************************
Re: BBB Complaint #********
159609451396 - ************
Dear ************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said that your request to have your device unlocked has not been honored.
We have advised you a number of times through the complaint you filed with the ********************************* that your device reflects unlocked on our end. In fact, it was never locked by Boost Mobile and we recommend that you contact the manufacturer. Regrettably,we are unable to provide you with further assistance.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** SteffaniBusiness Response
Date: 05/07/2025
May 7, 2025
Mr. ****** *****
**************
*************************;
Re: BBB Complaint #********
************ - ************
Dear Mr. **************** May 6, 2025, we received your rebuttal, dated May 6, 2025,filed with the Better Business Bureau.
You rejected our response stating that you contacted the manufacturer who told you that we locked your device. You would like it unlocked or to be compensated.
Our records reflect that your device is unlocked in our system. Enclosed is evidence reflecting this. We are unable to assist any further and we will not be providing compensation.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Enclosure
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
****** SteffaniCustomer Answer
Date: 05/08/2025
Complaint: 23236607
I am rejecting this response because:I thought you may have unlocked the phone, but I put my working AT&T sim chip into the Boost locked ***** G100 and it still shows the phone is locked. Please retry to unlock the phone. There are many threads on Reddit stating the same issue with other Boost Mobile locked phones from both Android and Apple. Something about an old system from T-Mobile and a new system from Boost depending on the age of the device. Can you please ask the technical department at Boost to check again to get my phone unlocked? ***** can not unlock the phone. In the last contact I provided *****'s response to unlocking the phone and several screen shots showing the phone is still locked and displaying an error with my AT&T sim installed and actively showing a 4G LTE with the Boost Mobile sim card installed.
There is nothing ***** or I can do to fix this. The only way it is going to work is if you correctly unlock the phone from your network. Please ask the technical department at Boost to try the unlock again. It has been over a year that I have been waiting for the phone to be unlocked. I was assured by the phone help desk people this would not be a problem to get the unlock after I had service for one year. Still can't use the phone. While the screen you shared shows the phone is unlocked, the screen shots I sent last time show it is not unlocked.
Sincerely,
****** *****Initial Complaint
Date:04/22/2025
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.
April 11, 2025 We placed an order with Boost Mobile for cell phone service, including 2 phones. We went through all of their rules and regulations, credit check. We were emailed a contract to sign and send back. On April 14, 2025 got an email were working on shipping your order **** well send you a shipping confirmation with tracking information as soon as its been shipped. On April 14, 2025 I called Boost the guy I spoke with said wed have the phones in 3-5 days. Today April 22, 2025 I called Boost they informed me the order was canceled yesterday the 21st. Why, I asked, I was directed to another department. She confirmed everything was in order paperwork was signed and credit check passed but she had no more information as to why it was canceled. She stated Boost canceled it for whatever reason and they arent sharing it.Business Response
Date: 05/15/2025
May 13, 2025
Mr. ***** ********
**********************************************************************
Re: BBB Complaint #********
************** - ************
Dear Mr. ******************* April 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You stated that you placed an order for two devices and service on April 11, 2025. The order was canceled on April 21, 2025, and no explanation was given. You requested that you be told why the order was canceled.
Our records confirm that the order was placed on April *******, and a payment of $75.60 processed. The order was canceled on April *******, and a refund for the payment issued. Please note that the service was never activated.
There are many causes for an order to be canceled, but we are regretfully unable to disclose the specific reason.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:04/22/2025
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.
Unlocking my device from ******************** to use with Boost Mobile. I have some devices from ******************** that do not work with Boost Mobile and needs to be unlocked to work with Boost Mobile.Business Response
Date: 05/15/2025
May 13, 2025
Ms. ***** *****
********************
**************************;
Re: BBB Complaint #********
************ - ************
Dear ************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said you have multiple phones that need to be unlocked to work with our service.
When I spoke to your son *******, he provided IMEI *************** for the *** phone that he said you wanted unlocked to use with another carrier. I was able to initiate the unlocking process, but I explained to him that it requires Oracle Mobile Authenticator PIN (OMA PIN) ****************. I provided this to him, but it did not work immediately; therefore, he said he would visit a retail store or use online resources to assist with completing this process. We have therefore, unlocked the phone in our system and there is nothing more we can do.
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:04/22/2025
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 signed up for Boost Mobile December of 2024 I paid Boost Mobile $100 for 2 new phones. Boost sent me 2 phones.i tried for 5 hours to set up the phones with my existing ******* numbers with no avail. I sent the phones back to Boost within 2 weeks I was billed $80 for service. I didn't even have the phones in my possession I have tried to talk to Boost Mobile people and get no satisfaction. They owe me $180.Business Response
Date: 04/30/2025
April 25, 2025
Mr. **** ******
****************
***********, ND 58351
Re: BBB Complaint #********
56795859528218 - ************
Dear *************************** 22, 2025, we received your complaint, dated April 22, 2025, filed with the Better Business Bureau.
You said that you purchased two devices and your attempts to port your phone numbers into our network were unsuccessful. You stated that you returned the devices and requested a refund of $180.00.
A review of your account reveals that you received the devices at no cost. You paid $180.00 towards service,which is considered non-refundable. However, in the interest of customer service, I requested a refund of $180.00; 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
****** ********
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