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.
- 1,154 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:09/12/2022
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.
7-30-22, purchased phone from Boost Mobile (order # ek-bepp-*********). 8-1-22, called back to cancel phone purchase, but they said it was shipped **** tracking # 1Z52A2590304212431 for shipment and return), but they put a stop on the package and it was returned to them on 8-3-22 to them (reference/case # for return *********). They confirmed they received it. Said it would be 14 days for refund from date of return. 8-16-22 called again. Lied to me and said payment refunded to card. It was not. Told me to wait another 7 days. I kept asking for supervisor, but never talked to one. 8-24-22, called to check status of refund. This time they gave me a new case # ********* for the refund. The 1st case # was for the return of the phone. Said they would send to another department for refund and should receive call or text message in ***** hours. Received nothing. Called on ****, told me to wait another 24 hours, said it was "pending". Called 9-1-22, said still pending. She "escalated" case to supervisor. Said it would be 2-3 business days. 9-12-22, called again today, "still pending". I want my money back and not the run around for the past month. They've had my phone since 8-3-22 and I have no refund !! I have attached copies of the purchase, the card used (I want a refund to that card), and a copies of the shipping/return of the phone via **** Please help. Thank you, in advance.Business Response
Date: 10/06/2022
October 4, 2022
*************************************
209 ***********.
*************, ** 17055
Re: BBB Complaint #********
********* - ************
Dear ******************:
On September 13, 2022, we received your complaint, dated September 12, 2022, filed with the Better Business Bureau.
You said you have not received a refund for the phone that you ordered on July 30, 2022. You indicated that although you attempted to cancel the order the next day, it was still shipped. However, the phone was returned to Boost Mobile on August 3, 2022.
Our records show that a refund of $370.99 was issued to you on September 6, 2022, for the phone.
We strive to provide excellent service and 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,
*****************
Sr. Corporate Case Manager
Executive Escalations Teams
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:09/11/2022
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 was told from a representative of boost mobile that I would be credited $50 to my account for a mixup on my data. I asked if there would be any money taken from my checking account in which time I was told no it will be credited. Five minutes after hanging up with the rep I get an alert from my card and $60 was taken from my account without my authorization.I call back and they tell me they have to put in a request to refund my money that I did not authorize them to take from my account. Boost mobile is a rip off company. This is not the first time this has been done. I just want my refund back in my account and I will be switching services. They are getting away with robbery and the reps really cant help you because they dont understand English well.Thank you for your help in this matter.Business Response
Date: 10/06/2022
October 5, 2022
Ms.**********************************;
1058 ************
********,** 08360
Re: BBB Complaint #********
********* - ************
Dear ********************:
On September 13, 2022, we received your complaint, dated September 11, 2022, filed with the Better Business Bureau.
You stated that Boost Mobile issued a $50.00 credit to your account and they confirmed that there would not be a payment taken from your bank account. Later that day, you received a notice from your bank of a $60.00 payment being taken by Boost Mobile. You called Boost Mobile and they said they would submit a refund request.
When we spoke on October 5, 2022, you confirmed that you received the refund and that the unexpected charge caused you to be charged an overdraft fee. As an exception,I offered to issue a onetime $50.00 credit to your account. You accepted my offer.
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
Hours: Mon-Fri 8:00 am to 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
****************************************
******, ** 80210
*****************************Initial Complaint
Date:09/11/2022
Type:Billing 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: 18010710
I am rejecting this response because: I have been back and forth to the store as well as customer service and I've gotten many different opinions of why I wasn't able to connect my Boost Mobile phone it seems like none of them really know what they're doing or what they're talking about it's a lot of the same answers that they give I bought two brand new phones just because I switched my benefits to Boost Mobile that's $400 worth of phones that I cannot use
Sincerely,
***************************Business Response
Date: 10/05/2022
October 1, 2022
*******************************
22022 *************., Apt. 1025
****, ** 77450
Re: BBB Complaint #********
************ - ************
Dear ****************:
On September 13, 2022, we received your complaint, dated September 11, 2022, filed with the Better Business Bureau.
You said you were enrolled in the Affordable Connectivity Program (ACP), but you have been unable to apply the benefit to your account.
It is necessary for you to visit a local participating Boost Mobile store for assistance with enrollment in the ACP.Please use Find A Store on www.boostmobile.com to locate a store in your area. We recommend that you call the store beforehand to confirm they are participating in the ACP.
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: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Business Response
Date: 10/14/2022
October 13, 2022
*******************************
22022 *************., Apt. 1025
****, ** 77450
Re: BBB Complaint #********
************ - ************
Dear ****************:
On October 7, 2022, we received your rebuttal, dated October 7, 2022, filed with the Better Business Bureau.
You maintain your request to have the Affordable Connectivity Program (***) benefits applied to your account using your existing *** card.
Please be advised that the *** card you purchased was under a different promotion and cannot be combined with the ***.As I previously advised you, it is necessary for you to visit a Boost Mobile store that participates in *** enrollment. A new account will need to be created in order for you to claim the *** benefits.
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: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 10/20/2022
Complaint: 18010710
I am rejecting this response because: I was never informed that my sim card was not apart of the *** program. Regardless there was a promotion involded with purchesing the sim card that states my first months bill was going to be $0.99. It was never applied but insted i was charged the full amount. Dont promote something if you will not do your part. *********** has the worst customer service i have ever delt with. From lazy employees that just did not want to do their job. But thankks anyway.
Sincerely,
***************************
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