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
- 4,563 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:04/21/2025
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.
they put the 10 gigs of data on the wrong phone and refuse to fix it i want my 10 gigs where it goes now i cant work they wont to give me only 2 gigs which is nothing i want what i paid for and they refuse to fix itBusiness Response
Date: 05/07/2025
May 1, 2025
Mr. **** ********
23012 *****
*******************
Re: BBB Complaint #********
************** - ************
Dear ***************************** 22, 2025, we received your complaint, dated April 21, 2025, filed with the Better Business Bureau.
You stated you received a one-time data add-on to the device ending in 9259, but you needed to have it on the device ending in ******** requested that we change the add-on to the correct phone line.
Our records show that you were in contact with our agents who worked to troubleshoot both of your devices until you were able to activate your hotspot. Additionally, you were provided with a $15.00 (one for $10.00 and one for $5.00) courtesy credit on April 21, 2025.
We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/21/2025
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid 300$ for the tax deal they had for 6 months of service plus an additional 6 months free. I never received any service. I called for assistance and was informed they would put a ticket in and I would be expected to wait 3-5 business days for a response, not even a guarantee of service. When I purchased the deal there was no clause stating I d have to wait 3-5 days. This was something simply with my account only. After speaking with 8 different ***** and getting excused after excuse and the run around for 12 hours straight. I was there refused a refund. So now Im 300$ short for a service I didnt receive and am being refused a refund for. Complete breach of terms on their end. I do could afford a lawyer Id get one.Business Response
Date: 05/15/2025
May 14, 2025
Ms. Cortana *******
138 *********
**************, IN 47130
Re: BBB Complaint #********
************** - ************
Dear **************************** 22, 2025, we received your complaint, dated April 21, 2025, filed with the Better Business Bureau.
You said that you paid $300.00 for service you never received. When you called in and inquired about a refund, your request was denied. You would like to receive a refund.
A review of your account shows that you paid $300.00 for the Buy 6 Get 6promotion on April 21, 2025. On April 24, 2025, the service issues were resolved and you were credited $72.00. There has been no contact from you since this date and your service is active; therefore, a refund is not warranted.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
Date:04/21/2025
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:
Tell Boost I already got the money back so just close this case and close the account ASAP or at least remove my payment method from it as it is no longer needed. Thanks.
Sincerely,
****** *********Business Response
Date: 04/30/2025
April 25, 2025
Ms. ****** *********
****************
Cicero, IL 60804
Re: BBB Complaint #********
39992190857172 -************
Dear ****************************** 22, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you purchased a SIM kit, but you were unable to activate your device. You stated that you requested a refund but it was denied. You would like to get your money back.
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.
In the interest of customer service, we will refund your payment of $15.11. 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:04/21/2025
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.
- March 13, 2025 I ordered two phones, IPhone 16 pro and IPhone 16 pro max along with service for both lines. When I received the phones on March 17, 2025, I activated my service and began using the phone. Immediately there was a lack of good reliable service. My calls were dropping, my cellular data was not working when trying to access the internet, text messages were not being received or sent at times due to bad service. When I was in unfamiliar places and needed to use my GPS, my location services were not working and I could not use my GPS. On April 10, 2025, I made a request to cancel my services and return the devices. On April 11, 2025 I made another request for a transfer pin as I had gotten a new phone and service with **************** and wanted to transfer my number. I was unable to receive any text messages in order to verify my account so I had to verify it verbally by answering information sensitive questions. I was on the phone for over an hour with a representative just to get a transfer pin. It wasnt until I went to a ******* wireless store and asked for assistance, handed them the phone and allowed them to talk to the representative from Boost Mobile, that I received a transfer pin and to close the account. I called again on April 13, 2025 to request the device to be returned again. The customer service representative that helped me told me that I would receive an email within the next 2-3 business days with a return address and instructions for the return. I never received the email. Instead, on April, 17, 2025 I received a bill for $2596.73. When I called on April 21, 2025, I was told that I was out of the return window and that I was stuck with the phone. I do not understand why I am unable to return the devices when I was not presented with a return address when originally requested one. I even went to a boost mobile store to try to return the device and I was told that I couldnt because I purchased the phone online. I just want to return.Business Response
Date: 05/15/2025
May 13, 2025
Ms.****** ******
*******************
******************
Re: BBB Complaint #********
************** - ************
Dear *************************** 22, 2025, we received your complaint, dated April 21, 2025, filed with the Better Business Bureau.
You would like to return your device and receive a refund.
A review of your account reveals that your purchase was made on March 13, 2025,and you had until April 13, 2025, to return your device for a refund. As it is now beyond this date, your request 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:04/21/2025
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.
Complaint: 23231965
I am rejecting this response because:it does not state that the year of service will be provided to my current line. I also show that there is still another line awaiting activation on my account and that shouldnt be there. There should be 1 active line only with the year free service applied to that account. I would like this to be corrected going forward.
umber. I expressed that this was not what I was told and it needed to be resolved. I did not get resolution and was told to send the phone back and wait another 2-3 weeks for resolution once it was received and I was refunded. This is unacceptable. I paid almost $1800 for this new phone and it is already in use and I dont have another phone. I would also like to add that even though I purchased the phone outright and paid in full it is still locked to boost mobile service which it shouldnt be, the phone should be unlocked. I would also like to include that it asked me about my current number and didnt ask me to pick a new plan. It seems like it was a system error and they are unwilling to help me with it. I have been a boost mobile customer since 2017 and this is absolutely unacceptable and shady to have customers spend large amounts of money for a phantom deal you never get and still are forced to remain with them because they also refuse to unlock the phone. False advertising
Sincerely,
******* *****Business Response
Date: 04/30/2025
April 24, 2025
Ms. ******* *****
********************
******************
Re: BBB Complaint #********
393612258230 -************
Dear ************************** 21, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you purchased a device with the understanding that it came with a year of service. You stated that you have been charged and you would like your billing corrected.
I applied a credit of $25.16 and requested a refund. I will also ensure that your future billing is accurate.
We regret any inconvenience this may have caused.
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
****** SteffaniBusiness Response
Date: 05/07/2025
May 7, 2025
Ms. ******* *****
********************
******************
Re: BBB Complaint #********
************ - ************
Dear Ms. **************** May 6, 2025, we received your rebuttal, dated May 6, 2025,filed with the Better Business Bureau.
You rejected our response stating that your account does not reflect you are receiving a free year of service with your device purchase. There is also a device pending activation that should not be there, as you only have one line.
I issued a refund of the $25.16 you overpaid, and we will ensure that your billing is correct going forward. I also requested that the pending line be removed, as it is not going to be used.
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
****** SteffaniCustomer Answer
Date: 05/07/2025
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,
******* *****Initial Complaint
Date:04/21/2025
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 ordered an iPhone 13 on april 2 2025. Beings that I live in a bad neighborhood I was requesting a signature at the time of delivery that way my package wouldn't just sit on my porch. Well turns out boost mobile requires a signature. So I didn't think I had to do anymore. Turns out if the package doesn't weigh a certain weight, *** doesn't honor boosts mobiles request request and my package got stolen.......since then boost mobile has just been so rude, their customer **** have hung up on me countless times, they have literally yelled yelled at me then they accused me of yelling at them when I was trying to get the lady to hear me out. She was speaking over me wouldn't give myself a chance to give her any information information that had she listened it. Would of saved time. They've lied on April 04 2025 a manager promised that in 10 business days I would be refunded my money or issued a new phone. April 17 2025 I was yelled at and told I could either pay ****** again I cannot use the insurance i paid for, and for me to call ***Business Response
Date: 05/09/2025
May 6, 2025
Ms. ********* *****
***************
***************************;
Re: BBB Complaint #********
************** - ************
Dear ************************** 21, 2025, we received your complaint, dated April 21, 2025, and filed with the Better Business Bureau.
You said that the phone you ordered was stolen before you could obtain it because *** did not require a signature even though we do. You were also told you could not use the insurance you have been paying for to get a replacement. In addition, you expressed concern with the customer service you received. You requested a replacement device.
Your concerns regarding the delivery should be addressed directly with UPS.
Unfortunately, insurance can only be used after the phone has been activated on the account.
Our records show that on April *******, we received a chargeback for the cost of the device in question;therefore, we cannot issue a refund or a replacement.
Boost Mobile strives to provide the highest level of customer service in the industry, and we regret your expectations were not met.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/21/2025
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 recently had a problem with Boost Mobile inaccurately recording data use on my cell phone. As a result, an employee granted me the courtesy of adding additional data to my account. However, even though the added packet was labeled "$0 Data Pack One-Time with hotspot)" I was unable to use the hotspot. I have been told by the *************** that in 2024 Boost stopped including hotspot access with add-on data packs. The technician also stated that this information has not been shared with consumers. I searched its website and the information is not available. According to the ***************, it informs customers who call for assistance AFTER purchasing a data pack. This has been going on for a year and is a deceptive business practice.Business Response
Date: 05/12/2025
April 29, 2025
****** *.
AL 36127
Re: BBB Complaint #********
************
Dear ****** *.:
On April 25, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you were given 2 GB of data, but you were unable to use it. When you called in about this, you were told that you did not have hotspot and it would cost extra. You expressed concern regarding not being informed of this change to our service.
I was unable to locate your account or contact you with the information provided.
Please note that Boost Mobile offers hotspot free in some of our plans; if your plan does not include this feature, you can add it for $10.00. We regret any confusion.
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:04/21/2025
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 was promised a credit for my phone bill when the day came I was told it was a mistake it was an extreme inconvenienceBusiness Response
Date: 05/12/2025
May 9, 2025
****** ******
********************************************
*******************
Re: BBB Complaint #********
************** - ************
Dear ****** ******:
On April 21, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that you were promised a credit, but you did not receive it. You requested a refund.
The offer you refer to was $15.00 for service per month for three months. Our records show that the account did not maintain a good standing, so the discount was removed for the second month.
A 50% discount in the form of a one-time credit of $17.42 was applied on April 21, 2025. As a courtesy, we have applied an additional credit of $15.00.
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:04/21/2025
Type:Order 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,
******* ******Business Response
Date: 05/09/2025
April 30, 2025
Mr.******* ******
PO Box 629
******,HI 96731
Re: BBB Complaint #********
************ - ************
Dear *************************** 21, 2025, we received your complaint, dated April 21, 2025, filed with the Better Business Bureau.
You said that your device may have been compromised, as it is not working properly.
When we spoke, you asked if a SIM card can be duplicated. I informed you that it is not possible. However, I offered you a $20.00 account credit to purchase a new SIM locally in an abundance of caution. Additionally, here are a few steps you can take if you believe your phone is compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
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
****** ********
Boost Mobile is NOT a BBB Accredited Business.
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