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
- 4,561 total complaints in the last 3 years.
- 1,149 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:04/15/2025
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.
On April 16 2025 at the Apple Store at *************** I purchased a phone and special offer through Boost Mobile . I brought it home and realized the service didnt work on my neighborhood . I brought it back to the Apple Store and returned the phone and Apple Store staff cancelled the Boost Plan. However Boost is continuing to try to charge me for service that I do not have .
Desired Resolution:
Billing Adjustmentng they can do .Business Response
Date: 05/07/2025
May 7, 2025
Ms. ******** *********
*********************************************
Re: BBB Complaint #********
************** - ************
Dear ****************************** 16, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that you purchased a device at an Apple store, but the agent did not process the order properly. You said that the ***** store canceled the account and the device purchase, but we are trying to take a service payment.
We spoke by telephone on May 5, 2025. I confirmed that the account was incorrectly set up under a new phone number. You wanted to transfer your old number to the new account. As it was not set up as a transfer and the account had already been activated by *****, we were not able to do this and the account was set for cancellation at the end of the initial billing cycle. However, I confirmed that you did not want to use the phone number assigned, so I closed the account immediately and zeroed out the balance due. I also confirmed that the device financing was canceled.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 05/07/2025
Complaint: 23210243
Your description of the events that occurred was not quite accurate but we dont need to go over that again as you have now apparently cancelled the account and your charges .
I am rejecting this response because:
As we discussed on the phone, as part of the Boost Financing agreement for a new phone I traded in my old phone, a 13 Pro Max on April 14. This was not returned or refunded to me when I returned the new phone that was to be financed by Boost. As I forwarded to you , I was subsequently sent an email from Boost that a third party company would refund that exchange amount of $370 in the form of a gift card. I have not yet received that gift card When I receive the refund I will consider the matter closed. .
Sincerely,
******** *********Customer Answer
Date: 05/15/2025
Boost mobile has now closed my account and refunded the trade in value of my phone . The complaint is now resolved . Thank you for your assistance.Initial Complaint
Date:04/15/2025
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.
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: 05/07/2025
May 7, 2025
Mr. ***** ******
************
******, OH 45714
Re: BBB Complaint #********
************** - ************
Dear *************************** 16, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that you attempted to sign up for service on February 20, 2025, but it was never activated. Your card was charged again on March *******, and when you spoke to customer care, you were denied a refund.
Our records indicate the service was activated on March ******, with a payment of $12.58 that posted to the account on February 24, 2025.A second payment of $25.15 was processed on April 3, 2025.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; I made an exception nevertheless and submitted a refund of $37.73. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:04/15/2025
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 paid $1,313.39 to Boost Mobile on September 21, 2024, for a phone I did not intend to purchase. The charge was disputed, and I received a chargeback on October 10, 2024. However, Boost recharged my card on October 15, 2024, just five days later, without explanation.I believe this may have been a system error, but since then, Ive been trying for months to get clear documentation showing a refund was properly processed.I am requesting proof of two specific refunds:$1,313.39 on September 22, 2024 $1,218.39 on November 4, 2024 I have only received one refund from Boost on December 16, 2024, in the amount of $1,218.39, and a $95 credit (which appears to be for my monthly bill). These are the only refunds that show up in my credit card statements. The valid charges can be clearly seen in my November statement, which I have attached.There have now been three separate dispute cases opened on this same issue:Dispute #******* Dispute #******* Dispute #******* (current)All I am asking for is proof of refund in the form of a check number, refund ID, or official documentation that I can give to my credit card company to clear this up. I have made every effort to resolve this and have contacted Boost customer service numerous times without success.Ive been a loyal Boost Mobile customer for over 15 years, always upgrading and purchasing my phones online. I never thought something like this could happen. This issue has damaged my credit and caused me incredible stress. I want to resolve this fairly with proper records and accountability.Thank you for your help.Business Response
Date: 05/07/2025
April 30, 2025
Ms. ******* ****
****************
*********************
Re: BBB Complaint #********
************ - ************
Dear ************************* 16, 2025, we received your complaint, dated April 15, 2025, filed with the Better Business Bureau.
You said that you have not received your $1,313.39 refund; therefore, you requested a copy of the check and/or check number.
A review of your account found that you filed a dispute with your bank/card issuer, which resulted in a chargeback for the amount stated. Boost Mobile did not challenge the chargeback;therefore, the funds were returned to your account already and a refund is unwarranted. We recommend that you speak to your card issuer regarding this matter.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/15/2025
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 3 phones from Boost. $365 was charged on my bank account. I received an email 2 days later stating the order couldnt be processed, when I called to ask what happen they couldnt figure out why the order was not processed and that they would refund the money. They only refunded $100 of my $365. I have been fighting with them ever since trying to get my $265 back. I never received any phones or services yet they refuse to give be my money back.Business Response
Date: 04/29/2025
April 25, 2025
Mr. ******* ******
******************
*************** 60462
Re: BBB Complaint #********
************** - ************
Dear *************************** 15, 2025, we received your complaint, dated April 15, 2025, filed with the Better Business Bureau.
You said that you ordered three phones and you were charged $365.00. Two days later, you received notification that the order could not be processed. You received a refund for $100.00, and you request the remaining $265.00 be refunded.
Our records show that we received a chargeback for the remaining amount and the funds are being returned. Please contact your financial institution for more information.
We apologize for any inconvenience this may have caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/15/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******s practices.Business Response
Date: 04/30/2025
April 25, 2025
Ms. ***** *******
**************************************************************
******************************;
Re: BBB Complaint #********
************** - ************
Dear **************************** 15, 2025, we received your complaint, dated April 15, 2025, filed with the Better Business Bureau.
You said that when you purchased service, you needed to purchase a new device because yours was incompatible. You indicated that you were charged $15.11 and informed the *** card cannot be returned because you are outside the 30-day return window. You also expressed frustration with the customer service you received.
If you purchase a *** card from Boost Mobile, it is your responsibility to confirm your device is compatible. You can check this beforehand at **********************************************************.
To be eligible for a full refund, including taxes and fees, you must have created a new Boost Mobile account and activated one or more lines and transferred or "ported" in your number from another carrier.
Because you disputed the payment of $15.11, it was returned to the card used; however, it will remain on your account as a valid charge.
We strive to provide excellent customer service and we regret your experience was unfavorable.
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:04/15/2025
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.
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.Just to reply to other details,
I was told several times on the phone and at a Boostmobile street store of certain problems Boost &.Dish were experiencing. These were not a part of my complaint as such towards Boist. They were part of unpleasant reality the many government offices, businesses and individuals were suffering through during a simple time period. ************* I do believe was ********* where these things originated. How it affected businesses around that breach is well reported on. And not a failure of Boost.
I was with Boostmobile for many years and when I found I could no longer pay on line or through my app this led to me canceling.my.account as I didn't think I also deserved a $4 charge for a problem I had not caused.
Thank you for listening and I wish you the best.
Sincerely,
****** ********Business Response
Date: 04/16/2025
April 16, 2025
Mr. ****** ********
********************************************
*********************
Re: BBB Complaint #********
************ - ************
Dear ***************************** 15, 2025, we received your complaint, dated April 15, 2025, filed with the Better Business Bureau.
You stated that Boost Mobile was hacked in 2024 and therefore, you were unable to access your online account. You also indicated that Boost Mobile was acquired by ************ and after that occurred, you had many issues that led you to cancel your service with us. You requested for your device to be unlocked.
Please note that Boost Mobile was not hacked in 2024, nor were we acquired by another company.
Boost Mobile will unlock a device under the following circumstances:
?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
?The device has been active on the associated account for at least 12 months
Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.
MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers ********** other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
****************Initial Complaint
Date:04/15/2025
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.
My husband called boost mobile to release my phone to move to a different carrier. The account holder on my phone is myself. Boost mobile then tried to verify my identity with him. Obviously he did not pass the verification process and locked my account. When I called to unlock my account they supposedly checked the call and told me it was a female who did not pass the verification. I was livid and demanded to listen to the call. Afterwards they agreed to unlock my account and release my phone. As of today my phone still shows SIM card is locked. Boost mobile should have never verified my identity with any one else other than myself.Business Response
Date: 05/06/2025
May 6, 2025
Mrs. ****** ******
***************************************************************
******, CA 92780
Re: BBB Complaint #********
************
Dear **************************** 15, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that your husband called in to arrange porting your phone number to another carrier. However, he was not able to pass the security verification on your account. You also said that when you called in,you were told a female caller had attempted the verification. You were able to access your account, but your device is still locked. You requested assistance.
We are committed to protecting the privacy of our customers. In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. These measures include verification of a one-time password sent to the caller by SMS. If a caller cannot verify the account through this method, the caller is transferred to our account security team for further verification. If the security verification is not passed, no account information will be provided and no action authorized.
A review of the call in question found that the referenced female caller inquired about an unrelated account. We apologize for any confusion this may have caused.
Your device with IMEI *************** is unlocked. I also unlocked the device with IMEI ***************, but it will need to receive the update. Please ensure the phone is powered on, connected to Wi-Fi and a SIM card inserted. Please allow up to 72 hours for this to process.
Our records indicate that both lines on your account were ported to another carrier on April 11, 2025.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:04/14/2025
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: 23204796
I am rejecting this response because:
There is no response
Sincerely,
Kitrik ********Business Response
Date: 04/29/2025
April 25, 2025
Mr. Kitrik ********
*********************************************
********, TX 75069
Re: BBB Complaint #********
************** - ************
Dear ***************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.
You said that you purchased two Celero 5Gs 40 days ago and the one you use does not work. You indicated that coming to a resolution with the manufacturer would cause you to be without a phone for up to 30 days, which you need for your ******* requested a replacement be sent to you.
Our records show that on April 19, 2025, a review conducted by our Technical Operations team found there is strong coverage in your area and no sign of dropped calls.
****** offers a two-year limited warranty and you must work through them to troubleshoot the cause of the issues you are experiencing. Some manufacturers offer temporary or loaner phones while they determine the necessary course of action, and we recommend that you ask if this is an option. You can contact the manufacturer at ******************************** or **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer Answer
Date: 05/05/2025
Complaint: 23204796
I am rejecting this response because:I have already talked to the manufacturer they told me I had to get a loaner from you guys also I have responded to all there emails and sent my info in and I have had no response from them on them fixing my phone they have not done anything to resolve this issue. You being the seller of this product I would like to have this issue resolved with boost.
Sincerely,
Kitrik ********Business Response
Date: 05/12/2025
May 12, 2025
Mr. Kitrik ********
*********************************************
********, ********
Re: BBB Complaint #********
************** - ************
Dear Mr. ******************* May 8, 2025, we received your rebuttal, dated May 8, 2025, filed with the Better Business Bureau.
You rejected our response stating that the manufacturer of the Celero device,Tinno, informed you that you must receive a loaner from us.
Boost Mobile does not issue loaner phones. I recommend that you purchase a new device from our website (******************************) for its current price of $20.00. To facilitate, I applied a $25.00 credit to your account to cover the price plus taxes and fees.
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
****** ********Customer Answer
Date: 05/13/2025
Complaint: 23204796
I am rejecting this response because:You don't have a 20 phone unless I get new service. You guys sell the phone and therefore you should help your customers if the phone is defective from the time they received it as I have. I have numerous calls about service and now a phone that can't even work without being plugged in ever few hrs. Why do you guys not exchange my phone for a new one and send this in yourselves as defective equipment. That way everyone wins. Easy solution.
Sincerely,
Kitrik ********Initial Complaint
Date:04/14/2025
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 switched over to boost Mobile couldn't wait for the *** card to be delivered to me because my phone had already been turned off went and got two separate *** cards from two different stores was told that neither one of them were compatible with my phone call back told them I wanted to refund was refused to refund called back again asked if I could upgrade my phone for no money they said no they had no free phones and none that were zero down but yet the website says otherwise call them back again and asked for a refund they refuse me a refund told me that I was not qualified even though they have a 30-day money back guarantee now the original *** card that they sent me when I first paid for the service before I even had anything activated now they're telling me that it's the wrong color and not compatible with my phone so I would like a full refund of the phone service all three *** cards that I had to pay for and reimbursement for the gas and time that I have wastedBusiness Response
Date: 04/30/2025
April 26, 2025
Ms. ****** *******
***************
*****************************;
Re: BBB Complaint #********
************** -************
Dear **************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.
You said you established service and then purchased two SIM cards at a store, but they were incompatible. You expressed frustration with being refused a refund because you did not qualify for one. You also requested a free upgrade, and you were informed there were no free phones despite the website showing otherwise. You requested a full refund for the service and SIM cards and additional reimbursement for gas.
When we spoke, I informed you that when you establish service online, it is important to wait to receive the proper SIM card in the mail, as this is the card compatible with your device and network.
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.Additionally, because you did not port in your phone number, you do not qualify for a refund under the 30-day money-back guarantee. Nonetheless, I made an exception and requested the $16.29 paid be refunded to your card ending in 6746 on April 25, 2025. Please allow 3-5 business days for processing and delivery.Your request for additional compensation is declined.
In order to upgrade your device for free or zero down, it is necessary to have the qualifying plan or you may finance the new device.
You requested your port-out information, which was sent to your line ending in 1395. You confirmed that you received it.
We apologize for any inconvenience.
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:04/14/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please send me a check as an account credit will not help me for a service I can't use. My address is ***************************************************
Sincerely,
******* ********Business Response
Date: 04/29/2025
April 23, 2025
Mr.******* ********
*********************************************
***********************
Re: BBB Complaint #********
910650174485 - ************
Dear ***************************** 14, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.
You said that you paid your bill,but you would like a refund due to the service not working.
Our records reflect that you called in to address this issue, but your efforts with customer care were unsuccessful in resolving it.
Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and ***************** an exception, I requested a refund of your last payment of $40.00. Please allow five to seven business days for processing.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
****** ********
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