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.
I am writing to file a formal complaint against both Ultra Mobile and Boost Mobile due to repeated SIM swap attacks on my phone number and the failure of both carriers to take appropriate action to protect my account, even after multiple incidents.Ultra Mobile:I was a loyal Ultra Mobile customer for over nine years. On March 28th, 2025, my phone number was fraudulently ported out via a SIM swap attack. I immediately contacted Ultra Mobile to report the unauthorized activity, but I was told that I would not be able to recover my number for 30 days. During that time, the attacker had full control over my phone numbergiving them access to calls, texts, and sensitive accounts. This delay was unacceptable and placed me at serious risk.Boost Mobile:I had another number with Boost Mobile. Unfortunately, my number was SIM swapped four separate times while with Boost. Each time I regained access, I called Boost and explicitly requested stronger protections on my accountsuch as PIN locks, security notes, and fraud alerts. Despite these efforts, the attacks kept happening. On the fourth occasion, the attacker was able to port my number out of Boost entirely.Business Response
Date: 05/02/2025
April 30, 2025
Mr. ***** ******
******************************************
******, NY 11368
Re: BBB Complaint #********
************ - ************
Dear *************************** 21, 2025 we received your complaint, dated April 20, 2025, filed with the Better Business Bureau.
You stated that you experienced unauthorized SIM swaps with Ultra Mobile and Boost Mobile, and you indicated that your phone number was ported out the fourth time this happened with us. You indicated that you will provide documentation and evidence as needed.
We cannot speak of your concerns with SIM swapping while you were with Ultra Mobile. Please contact them directly for assistance with this issue in regard to the time you had their service.
Boost Mobile offers port-out lock options, which you said you took advantage of when we spoke on April 30, 2025, and security notes were added to your account each time you inquired. Our agents consistently performed two-factor authentication and the extended account verification process due to known account changes executed by impersonators reported by yourself. I informed you that there is a pending investigation to help recover your phone number, and we require a copy of the police report filed. As agreed, I sent you a follow-up email detailing the necessary police report components and a web link to start the process.
We regret that your experience has been unfavorable, and we look forward to receiving the requested documentation to help better serve you going forward.
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:04/20/2025
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.
A customer of ******************** gave them an incorrect email address that happens to be mine. After several attempts to call Boost mobile, they refuse to remove my email address from the account, telling me only the account holder can do that. They are one of many web companies that don't do an email verification step when creating accounts for new users of their service.Because of this, Their customer is not getting any of their emails from Boost Mobile about their service and account. I am!Business Response
Date: 04/30/2025
April 24, 2025
Mr. ****** *********
**************************
***************
Re: BBB Complaint #********
************
Dear ****************************** 21, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you are not a Boost Mobile customer, but your email address is tied to an account, and you have been unable to get it removed.
We removed your email address ********************** from our system. 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
****** ********Initial Complaint
Date:04/19/2025
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.
Ive been a customer for years and last year I got an email saying I could get a better phone if I upgraded my plan. I called and took advantage of this and so far so good for almost a year, my bill was around $70 a month which was great. Last week I wanted to add a line for one of the kids and I purchased a phone outside of boost and called them to activate it. I spent about two hours easily trying to get it activated but it never worked. Less than one week later they charged me $202 dollars. They said that I was billed a full month for her (with the most expensive plan) because I called in right as that month was ending so I was charged for two months of service in less than a week. I asked them to just cancel the line. They accidentally applied my new phone and unlimited plan which I did not ask for to the new one causing triple the bill. After spending way too much time working with account resolution they still said they were going to make the charges stand even though I only called them less than a week ago and my child was never even able to use the phone. *** had this line for years and will now be looking for a new provider.Business Response
Date: 05/07/2025
May 6, 2025
Ms. ******** **********
**********************
******, FL 32712
Re: BBB Complaint #********
************ - ************
Dear ******************************* 21, 2025, we received your complaint, dated April 19, 2025, filed with the Better Business Bureau.
You expressed concern that you were charged $202.00 when you added a line. You were informed you were charged for two months because it was added right before your billing cycle ended. You indicated that the line was unable to be activated, and you requested a billing adjustment.
When we spoke, I informed you that you were charged a total of $65.92 for the new line because it was added in the midst of your billing cycle and we do not offer proration. As a courtesy, I offered a credit of $65.93, which you accepted. I also offered to assist you in activating the other line, but you requested for it to stay canceled.
We apologize for 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
****** ********Initial Complaint
Date:04/18/2025
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: 23221224
I am rejecting this response because:
Never was a credit asked for why would I want a credit when I ordered two phones. Boost mobile took it upon them selves to issue a credit thats ridiculous you cannot chose how I spend MY money! I am soo furious and upset! I bought two phones and yall just took my money! I dont need nor do I want or even asked for a credit! I spoke to several representatives and stated that numerous times. The phon should have ****** delivered working! I should have never spent my money with you guys! Tale the credits back and issue me my money!!
Sincerely,
Eshontel *****t same day got an **** saying a credit was applied to the active line phone bill which is incorrect! I returned the phone with plans on repurchasing another using those dame funds that I was told would be returned to my debit card. I contacted boost and explained the situation yet again and was advised the money is scheduled to be returned to the debit card in the amount of $70 bucks. WRONG! I paid $270 for two phones why is the credit for $70 bucks. The representative advised me that the phone is received at the warehouse but not completely processed, and another ticket was created no timeframe. It is April 18th these phones were purchased February 28th. This is such a ridiculous amount of time and effort wasted because i decided to spend money with Boost mobile. I just want whats mine nothing extra and im getting the run around its completely unfair how im having to wait for MY money they wasted no time taking the $270Business Response
Date: 04/29/2025
April 21, 2025
Ms. EShontel *****
*********************************
************, IN 46222
Re: BBB Complaint #********
************** -************
Dear ************************** 18, 2025, we received your complaint, dated April 18, 2025, filed with the Better Business Bureau.
You stated that you purchased two ******* Galaxy S25s and after returning one of them, you requested a refund for both the device payment and the accompanying charge during your first month of service. You received a $70.00 refund for the device, and you were advised that you would receive the remaining amount once we determine the device was returned in good condition.
Our records show that you have received a total of $95.56 in courtesy credits towards your service charges.
On April 21, 2025, a refund of $65.00 was issued to your card on file.
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
****** ********Business Response
Date: 05/07/2025
May 7, 2025
Ms. EShontel *****
*********************************
************, IN 46222
Re: BBB Complaint #********
************** -************
Dear Ms. **************** May 5, 2025, we received your rebuttal,dated May 5, 2025, filed with the Better Business Bureau.
You rejected my response, as you never asked for an account credit. You said that you want a refund.
In addition to the credits you received, a partial refund of $70.00 was issued on April 9, 2025. On April 10, 2025, and April 18, 2025, you spoke with agents who informed you the credits/refund were applied while your device was being returned and processed.
Our records reveal that on April 21, 2025, a refund of $65.00 was initiated. Both amounts ($70.00 on April 9 and $65.00 on April 21) were refunded successfully to the card ending in 6680. Please review your personal records to confirm receipt, and contact your bank if you have not received these refunds.
I apologize for any inconvenience or confusion my original response may have caused you.
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
****** ********Customer Answer
Date: 05/07/2025
Complaint: 23221224
I am rejecting this response because:
Thats still not correct! You just did what you wanted to with my money! This was never what i asked for never what I agreed to! When I called to initiate the refund I specifically told the agent DO NOT APPLY CREDITS! Boost mobile took money tha was mot rightfully theirs! Credits was applied because it took a week of promising me the phone would be activated and was not the representative offered that for inconvenience. Again of i ordered and wanted two phones why would I send one back and not expect another phone in its place? I knew this was going to happen and I repeatedly asked the representatives to not do that! I dont see how me ordering phones turned into all this? Why was the phone shipped out terminated? Nothing Boost mobile has done has been correct!
Sincerely,
Eshontel *****Initial Complaint
Date:04/17/2025
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.
went to switch phone carriers and was hackedBusiness Response
Date: 04/29/2025
April 23, 2025
Mr.***** *******
TN 37862
Re: BBB Complaint #********
************
Dear **************************** 18, 2025, we received your complaint, dated April 17, 2025, filed with the Better Business Bureau.
You said that you switched providers and you were hacked.
Below 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
****** ********Initial Complaint
Date:04/16/2025
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: 23215812
I am rejecting this response because:
Sincerely,
******* ******Business Response
Date: 05/07/2025
May 6, 2025
Mr. ******* ******
******************************************************;
Re: BBB Complaint #********
************ -************
Dear *************************** 17, 2025, we received your complaint, dated April 16, 2025, filed with the Better Business Bureau.
You said your Wi-Fi calling has stopped working and you were told someone would call you back, but they did not. You expressed frustration that you have not been able to resolve the issue.
A case manager attempted to contact you at ************* on May 1 and 3, 2025, but they were unsuccessful and left a message each time. They also sent an email to ************************ with a request that you contact them, but did not receive a response. Please contact *********************************** for further assistance.
We apologize for any inconvenience.
Sincerely,
****** *****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/16/2025
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 purchased a phone in full from ************************ on April 3. Order number. 1017-689314-6398 I also purchased a year of wireless service.When I reached out to Boostmobile after I received my phone I asked to unlock it so I could add a eSIM. They said the phone is paid off Im eligible I just need to wait till 4/11/25.They told me they were putting everything in there notes for the next representative to make things easier. I contacted them last night they said Im eligible but I need to contact them in the morning. I did and now they said no that they cant. The representatives wanted to cancel my service. I do not want to cancel I simply want my phone unlocked so I can use with my other carrier.Business Response
Date: 05/09/2025
May 8, 2025
Mr. ****** *********
*********************************>******************
Re: BBB Complaint #********
************
Dear ****************************** 16, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that you paid for your device in full, and you asked for it to be unlocked. You also mentioned the customer service you received.
Our records indicate that your device with IMEI *************** was unlocked on April 13, 2025.
We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns regarding our representative will be investigated and shared internally with the appropriate personnel as needed.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************
******,CO 80210
***** *****Initial Complaint
Date:04/16/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 28th 2025, I made a purchase of $193 to BoostMobile for an iPhone 16 pro max. Days later; customer consumer protection within ******************; cancelled my order WITHOUT any reasoning. I was told a refund would be given, however my bank card I used to make the purchase is no longer a valid card. I had to get a whole new debt card due to a last name change. I contacted boost mobile NUMEROUS times and was told a refund would be issued. I was never told there would be a ticket open. I have called them more times only to be told that a refund was being processed, even though I explained they cannot use that card. I spoke to someone on April 9 2025, and was given a ticket number, but also spoke to a supervisor regarding this. On April 10 2025, I received an email asking for my mailing address as they would have to issue a paper check. I responded the next day with the information. On April 13 2025, I got another email saying they were processing my refund BACK TO THE ORIGINAL PAYMENT METHOD; which again CANNOT BE USED. I called them back today April 16 2025; only to be told they would try to issue the refund back to the card and then if its rejected only then would they send a check. I spoke to *****; a resolution supervisor; who told me that it would have to go through this process again. He stated that if a payment is rejected; they send checks out automatically, however, they should have done that back in March when it was originally rejected. This is taking so much longer than it should. No one knows what is going on or where my money is. I just want to get my money back!Business Response
Date: 04/29/2025
April 23, 2025
Ms. ******** ****
****************************************************;
Re: BBB Complaint #********
39562154627088 -************
Dear ******** ****:
On April 17, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you have not received a refund for an order canceled by our Consumer Protection team. You stated that the card used to make the payment is no longer valid, and you would like a check to be mailed to you instead.
A review of your account reveals that this issue was escalated and a refund check sent to the address provided on April 16, 2025. We regret any delay you may have experienced; however, it is our policy to attempt to refund the original payment method; once rejected, an alternate method for refunding is 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
****** ********Initial Complaint
Date:04/16/2025
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.
In December 2024 I inquired about obtaining a cell phone and once close to getting once but I backed out b/c sales person made a big issue about changing the name of who will have the phone so I declined and did not get phone and ask for the paper work to be thrown out or ripped up. Start January 17, 2024 I started getting billed $50 by Boost Mobile. Boost Mobile went ahead and process an account with out my permission and authorization. Unfortunately I dont have any account information since I was not the one who opened the account. But now I am out of $200 since being charged $50 since January.Business Response
Date: 05/09/2025
May 6, 2025
Mr. ****** *****
******************************************** 5F
*****, ** 10462
Re: BBB Complaint #********
************** -************
Dear ************************** 17, 2025, we received your complaint, dated April 16, 2025, filed with the Better Business Bureau.
You said you attempted to establish service at a retail location, but then you changed your mind. You indicated you have been charged for service since January 2025, and you requested a refund of $200.00.
We appreciate you bringing this to our attention, and I have forwarded it to our retail team for internal investigation.
Because you disputed the charges, the $200.00 balance was returned to the card used for payment. Your service is also currently suspended as a result, and will be canceled after 90 days of nonpayment. Once the account is canceled, the associated phone number will be lost.
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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