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

4,563 total complaints in the last 3 years.
1,153 complaints closed in the last 12 months.

If you've experienced an issue

Submit a 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:09/26/2022
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.

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 even though I wasnt able to connect with the representative at Boost. I did call him back each time & left voicemails with my availability. I never received an email. Regardless, my plan seems to be connected now & the billing issues appear to be resolved, at this time. Thank you.

Sincerely,

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

xt & havent been able to since last night. My family plan should have remained in tact & the bill should have went from $100 a month to $70 a month that I would be responsible to pay & $30 *** benefits applied to the account each month. Instead, Boost is trying to charge me $220 a month now. Why would I be paying more, when I qualify for *** benefits?! Plus, Boost shut off my phone service & are threatening to take my phone number, which Ive had for years. I have filed a complaint with them, with *** & with you because its imperative that this be fixed properly. I have a sleep study tomorrow & I need a smart phone to do the study. Besides, this is ridiculous. The *** benefits could have easily been applied to the family plan. I confirmed this with them, before using the *** benefits & I confirmed it with other Boost staff, after the errors. It should have been a simple process to begin with. But it also should have been fixed immediately, once they knew about the errors. Help!
Business Response
Date: 10/19/2022
October 12, 2022

Ms.********************* ******
252 *********.
************,** 17201

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

Dear ************** ******:

On September 27, 2022, we received your complaint, dated September 21, 2022, filed with the Better Business Bureau.

You said you visited a Boost Mobile retail store to set up ACP benefits. You were told your plan would stay the same, which was a family plan. However, you received notifications that your childrens phone were removed.

I attempted to contact you at the phone number and email address we have on file on October 11 and 12, 2022, but I did not receive a response to either message.

Our records indicate that this issue was resolved on October 4, 2022. If this is not correct, please feel free to contact me at **************.

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am 4:30 pm MT (M-F)
*************

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

*****************************
Initial Complaint
Date:09/26/2022
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.

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,

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

situation occurred. In attempting to contact Boost Mobile through their customer service line I have experienced numerous disconnects and three hold times exceeding 3 hours. I am asking that my credit card be refunded. I am discontinuing my service with Boost due to repeated poor customer service. In the past they have credited the disputed amount as a service credit, this is not acceptable as I am terminating my service with the carrier. Please note: I will not entertain a service credit refund, only a refund to by credit card. I am only seeking the excess delivery fee refund, not the full cost of the phone, as I will be giving the phone to another family member to upgrade theirs.
Business Response
Date: 10/18/2022
October 11, 2022

Mr.*********************
5020 **********************. #***
Fresno,** 93727

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

Dear **************:

On September 27, 2022, we received your complaint, dated September 26, 2022, filed with the Better Business Bureau.

You said you ordered a phone from Boost Mobile on September 23, 2022, and paid an additional $18.00 for expedited shipping to be delivered on Monday, September 26, 2022. However, on the day of the expected delivery, you received a notification from *** that the package would arrive one day later. You said you would keep the phone to give to a relative, but you requested the $18.00 shipping fee be refunded to your account.

When we spoke on October 11, 2022, I informed you that the $18.00 refund is processing,and I offered to unlock the new phone should your relative need to use it with another carrier.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am 4:30 pm MT (M-F)
*************

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

*****************************
Initial Complaint
Date:09/26/2022
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 Mobile is running a scam. In February 2022 I FULLY paid for an IPhone. I did not sign ANY contract, however Boost will not allow me to switch phone companies for 12 months. In fact, my phone will stay locked until the 12 months is complete. I did not receive any information stating this when I made my purchase. To make matters worse, Boost mobile also runs a scam with phone plans. Boost wont let me switch my phone plan to a lower phone plan without paying double. I paid for the $67 plan for 1 month. I was told if I switch to the $50 plan, I STILL have to pay the $67. Meaning, my total for 1 month would be $117, not including tax. For 1 month of service, not even for 2. I cannot afford that price, which is why I daughter prepaid service to begin with, but now Im stuck on this plan. I have to go through spaces in communication trying to keep up with this bill. Overall, they have put me in 2 contracts without my permission. I never agreed to be with Boost for 1 year. I never agreed to be on this $67 a month plan until I pay $117 in the period of 30 days. I shouldnt have to pay an extra $67 just to switch. They are corrupt.
Business Response
Date: 10/20/2022
October 12, 2022

Ms. Marijae ******* *****
5800 ***************.
*******, ** 60637

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

Dear ****************** *****:

On September 27, 2022, we received your complaint, dated September 26, 2022, filed with the Better Business Bureau.

You said that in February 2022, you purchased a phone and paid for it in full. However, you did not know you were entering into a contract with Boost Mobile for a period of 12 months, which is preventing you from switching to another carrier.

I attempted to contact you at the phone number and email address on file on October 11 and 12, 2022, but I did not receive a response to either message.

Boost Mobile offers cell phones at a discounted price. The phone you purchased, an iPhone SE 2nd Generation, has a Manufacturers Suggested Retail Price (MSRP) ranging from $399.99 to $549.99. This price is dependent upon the amount of gigabytes (GB) the phone has. Boost Mobile,however, offers this phone for $199.99, regardless of the GB; therefore, customers are required to maintain an active account for 12 consecutive months from the date of activation before the phone will be unlocked.

If you will provide a purchase receipt for the phone that reflects the full price was paid, I will review whether it can be unlocked.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************

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

*****************************
Initial Complaint
Date:09/24/2022
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.
Background - Purchased boost mobile sim card and 1-year pre-paid plan and made full first year's payment. Service worked for ~ 2 months and then ceased to work without for no apparent reason. I contacted the Boost customer service line nearly ****** ago and was first told that they did not find my account. After being transferred to multiple departments they were able to locate my account and confirmed that the service was not working. The tech proceeded to assure me that the he had put in a service ticket and I would either have the service restored within 72 hrs. or a new sim card would be shipped. I gave him both my email and spare telephone number and asked him to confirm that I would be contacted within the 72hr period with the status of my ticket resolution and he assured me this would be done.Nearly 1 month later - service has not been restored, customer service has not contacted me at the secondary number or email that was provided, and a new sim card has not been shipped. Desired resolution - Immediately reestablish service, refund the 1 month of service that I did not get, or refund the total $103.31 that was paid and allow me to transfer my phone number to a different carrier.
Business Response
Date: 10/20/2022
October 20, ************************************************************* Ct.
********, ** 48185

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

Dear ************:

On September 27, 2022, we received your complaint, dated September 25, 2022, filed with the Better Business Bureau.

You stated that you purchased an annual plan, but after two months the service stopped working. You requested that we fix the problem and provide a credit for the month of service or refund you for your plan.

I attempted to contact you by phone at ************** on October 19 and 20, 2022, but I was unable to reach you. I also sent an email to ******************* with a request that you contact me.

As an exception, I applied a one-time credit of $50.00 to your account. Please contact me at ************** if your service is still not working and we can explore further options.

Sincerely,

*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************

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

                *********************
Initial Complaint
Date:09/24/2022
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 purchased a plan online in the amount of $103.79 on July 19, 2022 for an old boost mobile phone I had. After paying for the plan, I was unable to activate the phone. I called support and was told I could go to my local store and get a *** card. My local store said I could not activate the phone because it was too old. I called support again and they said my phone wasn't too old and sent me a new *** card. The *** card would not work. I called support back and asked if I could receive a refund because it was obvious my phone was outdated. They told me I could since I was NEVER issued a phone number to be able to use the plan. I was not given a ticket number and was hung up on twice before being told I could get a return. Several weeks passed and I never received a return. I called back and was given Ticket #****** for the refund. I never received a refund. I am deployed, so my wife called and was given Ticket #****** by a refund manager after she was hung up on once and I still haven't received my refund. We were both told it was past the time frame for a refund, but when I first requested it, it was within the 14 days and we followed all of Boost Mobile's instructions which took us outside of their 14 day refund time. This should be a Boost Mobile issue and I should be able to receive the refund I requested when the phone wouldn't activate. I just want my $103.79 back since I was never able to use the phone plan.
Business Response
Date: 10/18/2022
October 13, 2022

*****************************
PO Box 1492
********, ** 47375

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

Dear ******************:

On September 27, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.

You said that you purchased a plan online, but you were unable to activate your phone on Boost Mobile. You also expressed dissatisfaction with the level of customer service you received.

When we spoke, I informed you that a refund of $103.79 was issued on October 10, 2022. Please allow three to five business days for processing.

A review of our records indicate that a system issue prevented your account from activating correctly. We sincerely regret any confusion or inconvenience this issue may have caused, and we appreciate your feedback regarding your experience.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Initial Complaint
Date:09/24/2022
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. The promised refund has been added to my original form of payment. I wish that I did not have to involve BBB and could have done this with the help, but appreciate it all the same.

Sincerely,

************************* unused portion of my annual plan. After calling the call number given I spoke with ******* who said he could not guarantee a refund as the "system" was in charge and not a human. I asked to speak to a supervisor and **** told me the same thing. I asked again to speak to his supervisor and he said he was "the top of the line" and that the "system" determined whether I get a refund or not and I probably wouldn't. **** said the system could not be overridden "due to my frustration" even after I explained that I was not getting the service my annual plan had paid for without the voicemail. I paid $236.10 on 7/31/22 (PDF attached) and want the remaining ten months refunded ASAP so I can move on and get service from another carrier that is working with humans instead of services. Acct #************ Thank you for any help you can offer as I see from past complaints that others have benefitted from involving you,************************* ************ ****************************************************************************************
Business Response
Date: 09/29/2022
September 29, 2022

Ms.**********************;
8873 *******************************.
***********, ** *****

Re:          BBB Complaint #********
                A00249947-2022-09-4582

Dear ********************:

On September 26, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.

You stated that on September 23, 2022, you contacted Republic Wireless due to your voicemail not working and being unable to receive/send text messages. After going through some troubleshooting steps, you said that you were advised you need to upgrade to a 5.0 plan, and a refund is not guaranteed if you cancel your account instead. You requested a refund for the unused part of your annual plan that you purchased on July 31, 2022.

Republic Wireless has historically provided service on the **** Network, which was operated by Sprint. After Sprint and ******** merged in July 2021, ******** announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this, ******** refused. Customers on the **** Network may experience service degradation, as ******** shut down this network June 30, 2022. Please note, members received email notices about this service change well in advance to avoid service interruption.

In our email correspondence, I advised you that while your account is active, a refund for the annual plan cannot be provided. Please contact me directly once you have ported out your number and canceled your account; at that time, a refund can be issued.

If there are further questions or concerns about this issue, please feel free to contact me at *************.

Sincerely,

*********************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless
Phone Hours: Tuesday-Friday, 8:00 am-4:30 pm & Saturday, 7:00 am-3:30 pm MT
*************

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

                *********************
Initial Complaint
Date:09/23/2022
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: 10/17/2022
October 10, 2022

Mr. ******************************************************************************************* 91780

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

Dear ************:

On September 26, 2022, we received your complaint, dated September 24, 2022, filed with the Better Business Bureau.

You said that you purchased an annual calling plan, but you were unable to activate service. When you requested a refund, you were informed you had surpassed the 14-day refund period.

As we discussed, via an email exchange on October 10, 2022, we confirmed the refund for $170.37 was issued on October 5, 2022, and we did not receive a reject/failure notification. Please contact your credit card issuer to determine the status of the refund within their system.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

***************************************
Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************

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

*****************************
Initial Complaint
Date:09/23/2022
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.

Complaint: 18119336

I am rejecting this response because:

I am rejecting this response because:
While it may be true the sprint system wasn't fully converted over until 10-09-2022, that should have little to no bearing on this situation. I recieved automated text messages from Boost starting somewhere between July-October of 2021. These messages said that my line was ending as of January 1st 2022 and that I need to take action to avoid this by switching my SIM card for a new one at my local Boost retailer. I explained my situation to the Boost employee at my local store and was told i would not be charged for the line. Why more was not done to address this at this point baffles me. I followed the direction of the text messages I received directly from boost telling me what to do, then I followed the direction of a store employee through Boost and did what she told me to do which was take no action and that it would be removed and I would not be charged anymore. I let this go on for over 5 months until I called in because I saw nothing was getting done. At no point in my complaint have I tried to be refunded for the time when my phone was lost . If that was the case I'd be looking for over a year of refunds. The phone has been lost for a very long time, that is a separate issue. Even if I had my phone I wouldn't have been able to use it without the new SIM card which I never received. IS IT LEGAL FOR YOU TO CHARGE ME FOR A SERVICE I NEVER RECEIVED??? Above is attached what I wrote down when I called Boost Mobile customer service on my first phone call on September 19th 2022. Conveniently for Boost Mobile they say this call doesn't exist in their records. I was given the reference number and told I would be refunded $150 in exactly 3 days. I don't know why they're saying that information is wrong or who I talk to but it said the calls would be monitored and recorded and that's the only one they can't find ironically, hmm... convenient. I was transferred 4 times before the lady helped me. Didn't get a name but it was 9-19-2022 between 1pm- 1:30pm when we hung up. My next step is taking this to a lawyer.
Sincerely,

*********************************me into your local Boost retail store to swap out your *** card for a new 4G enabled ***'.I followed not only those instructions, but also what the Boost representative told me to do, which was "take no action and the line would be removed". That ended up not being the case.They continued to charge me for both lines, even after the 3G network ended, they did this for 5 months! I was being charged 30 extra dollars per month, for 5 months! All for a phone I no longer had, and for a service Boost no longer provided!!! When I called Boost customer service, they agreed to refund me 5 months of 30 dollars, and gave me the reference number ************. The refund never came. I called the Boost customer service again and this time was told that there was never a refund created for my account and that I was ineligible for a refund. They offered me $30 credit towards my next bill and that's all. My Boost PIN is ****. The lost number is **********. My active number is ************. Help!!
Business Response
Date: 10/18/2022
October 17, 2022

*************************************
1212 *************.
************, ** 29577

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

Dear ****************:

On September 26, 2022, we received your complaint, dated September 23, 2022, filed with the Better Business Bureau.

You said that you were told to leave a lost phone active until the **** network was taken down. You were charged for service on the line, and you requested a refund. You also expressed concern about the level of customer service you received.

When we spoke, I attempted to explain that Boost Mobile has no record of any contact regarding this issue until September 19, 2022. I reviewed the calls associated with both accounts and could find no refund offer. Additionally, as I informed you when we spoke, Boost Mobiles refund policy states that, as a pre-paid service, payments made are final and non-refundable.

Please note our records do not reflect any previous calls or that a phone was reported lost or stolen. Boost Mobile has a specific process for lost/stolen phones to ensure customers are not charged for service they did not use, nor service being consumed by unauthorized users.

Our records show manual payments continued being made up until the time that the line to which you referred was shut off due to the takedown of the **** network. As I explained, the network is taken down in sections, so the line in question was not moved to a $0.00 plan until October 9, 2022.

While we sincerely regret any inconvenience or confusion this issue may have caused, as this issue was not reported to us until well after the published takedown of the Sprint **** network, and as our records do not reflect any refund offers, we are unable to provide one for this issue. I applied the $30.00 credit you were offered.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

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

                *********************
Business Response
Date: 10/28/2022
October 26, 2022

*************************************
1212 *************.
************, ** 29577

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

Dear ****************:

On October 26, 2022, we received your rebuttal, dated October 26, 2022, filed with the Better Business Bureau.

You maintain you were offered a refund of $150.00 that you should have received in three days.

Please refer to my previous response wherein I advised you that your phone and account were active until October 9, 2022. As such, Boost Mobile provided service until the line was deactivated. Whether you used the service or not is not under our control.

When we spoke, I explained that we have specific procedures for lost/stolen phones. Had you reported that you lost your phone at any time,we would have ceased providing service to it and, thereby, ceased billing you for it. Instead of reporting it, you opted not to report a lost phone for over a year. As we were never made aware of the phones disposition, Boost Mobile continued providing service to it.

Our records reflect we received a call on September 19,2022; however, as I advised you previously, you were never offered a refund. Additionally,our terms state that payments made to Boost Mobile are final and non-refundable.

We provided ample warning that the **** network was being taken down well before the actual event to allow our customers time to switch to the Expanded Network. As the actual shut down was not under our control, we could not provide specific dates for specific lines/areas.

As the disposition of your device and account are your responsibility, and as Boost Mobile had no way of knowing you were not using the service we were providing, and as our records reflect no refund offer, we are unable to provide you with the compensatory amount you requested.

If there are further questions or concerns about this issue,please feel free to contact me at **************.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************

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

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

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