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:04/14/2025
Type:Customer Service 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 ported out from Boost Mobile to Cricket. Cricket stated they transferred my number but I couldnt get service. I called them and they said it was cancelled by boost. I called boost and they stated that was incorrect as if it was cancelled Id still have service with them. boost is stating they dont have my number cricket does. Cricket is stating they cant do anything. I need to have my number ported over again as I do not have service for over a week. I need this resolved. I am only available via email as I dont have a number anymoreBusiness Response
Date: 04/29/2025
April 24, 2025
Ms.***** *********
********************************************************
Re: BBB Complaint #********
15998462819032 - ************
Dear ****************************** 15, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.
You said that you ported your phone number to Crickets network, but then you were told we canceled it. You would like us to release your phone number to your new provider.
A review of your account reveals that your phone number was ported out on April 7, 2025. We regret any delay you may have experienced.
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 8021
****** ********Initial Complaint
Date:04/14/2025
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,
******* ****t. They said that didnt matter. Meanwhile, my monthly bill was coming due and asked them if I could pay my normal bill of $61.21 to keep my current phone activated. They told me no that I needed to pay the$700 for the phone that I returned. I contacted the **** about this issue. The did an investigation and told me that the phone tracking stated that the phone made it to a post office in ***** and then no more information after that. And that the 60 day timeline was expired to make a claim. Since Boost mobile told me that they received the phone when I called on 1-31-2025, I am not responsible for this phone. Now my service will be shut off for non payment, cause I will not pay the $700 for a phone that I returned.Business Response
Date: 04/16/2025
April 15, 2025
Mr. ******* ****
5 ***** Ct.
***********************;
Re: BBB Complaint #********
************ - ************
Dear ************************* 14, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.
You stated that you upgraded your phone and returned your old iPhone 15 using the package provided. You were then notified your device was not received and you would be charged for it. When you spoke to customer care about this, they advised you that we received the phone and to disregard the message. However, you were then notified **** lost your package and you are now being charged for the device. You requested the charge be reversed.
When we spoke, I advised you that **** lost the package and we never received your iPhone 15; therefore, you were charged for the device. We normally encourage customers to file a claim with **** in this situation, but you said that it is now past the 60-day window. As an exception,I waived the charge for the phone.
We strive to provide excellent customer 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,
******* *****
GM - Retention Operations
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210Initial Complaint
Date:04/13/2025
Type:Billing 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,
******* *******isplayed "March 13-April 12" under billing cycle, and not "March 13-April 13" Since April 13 was the date in writing, that what I expect the last day of my billing cycle to be. I am hoping Boost/Dish take appropriate action so we can avoid a long battle over $******** the very least, the monthly statements need to show accurate dates that are not misleading in any way.Business Response
Date: 04/29/2025
April 17, 2025
Mr. ******* *******
1028 Sandstone Dr.
************************;
Re: BBB Complaint #********
************ -************
Dear **************************** 14, 2025,we received your complaint, dated April 13, 2025, filed with the Better Business Bureau.
You said that your billing cycle was from March 13, 2025, to April 13, 2025, so you attempted to port your number out on April 13, 2025. However, our agent informed you that April 13, 2025, was part of a new billing cycle, and you ended up paying for another month of service before you were able to port out. You requested a refund of $35.11.
Our records show your billing cycle began on the 13th of every month and therefore, you ported your number out on the same day your next billing cycle started. As an exception, a $35.11 refund was requested to the credit card ending in 1002. Please allow 3-5 business days for processing.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/11/2025
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 went through some financial hardships for like 3 months and boost mobile cancelled my line. I called to get my account number and port out so I can take my phone I paid in full for to another service. They said due to answers of an identity questionnaire they were unable to verify me and proceed after some lady took my full social security number named Jasmine. She spoke spanish when first answering the phone until I spoke english. I have things tied to that number and my phone I paid hundreds for is now a brick because I can't take it to another carrier and they want me to wait until they say I can try again. This is unacceptable and I need my account number and port out number from them immediately as I provided them with my birthdate, full social, family ages, birth months, etc. Unacceptable.Business Response
Date: 05/06/2025
May 5, 2025
Mr. ******* ******
****************
*********, ** 27537
Re: BBB Complaint #********
************
Dear *************************** 14, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You stated that you experienced financial hardship and your service was canceled. You called in to obtain your account number and port-out PIN to transfer your phone number to another carrier. However, you were unable to pass the security verification. You indicated that your device can no longer be used, as it is locked to our network. You requested your account number and port-out PIN.
Your account was disconnected due to non-payment on December 20, 2024. In accordance with *** rules, Boost Mobile will hold a phone number for up to 90 days after disconnection. We are no longer able to reactivate the phone number and as it has been returned to the general pool.
We are committed to protecting the privacy of our ************ accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account. Specifically, we require that each account has a Personal Identification Number (PIN) verified by the account holder, or an individual authorized to have access to the account, before we can discuss sensitive account information or make any changes to the account. If the PIN cannot be provided, other specific identifiers may be required to discuss account information and/or to implement any changes being requested. For more information, please visit ***********************************************************.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before being eligible for unlocking. The device on your account was only active for three months and therefore, does not qualify.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
Date:04/11/2025
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 called in March 25th to separate my husbands line from my line. I asked the agent several times if my spouse would still receive the month of service he paid for. The agent confirmed that he would receive his full month of service and he lost a full day of serviceBusiness Response
Date: 04/25/2025
April 22, 2025
Ms. **** ****
******************************
*******************************;
Re: BBB Complaint #********
81778029688785 -************
Dear ************************* 14, 2025, we received your complaint, dated April *******, filed with the Better Business Bureau.
You said that you called in to separate your two lines into individual accounts. You were told this could be done without interruption to the line remaining on the current account; however, it was inactive for a day.
A review of your account reveals that payment for your service for the line ending in 7653 was not received before the due date of April 12, 2025;this is the reason for the interruption.
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:04/11/2025
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 had switched cell phone providers from Boost to another company and I had a balance due on my business phone. After the switch, I requested an invoice since I need this information to submit to the *** for tax filing purposes and after more than 4 calls and an in retail store visit, every single person told me that it is not possible for them to provide me with an invoice for my phone payment. This is absolutely unacceptable as I paid over $600 to pay off the phone balance and after the service shuts off, all they do is send a generic "receipt" that contains no information about what the amount was used for.Business Response
Date: 04/17/2025
April 15, 2025
Mr. ******** ******
********************************************
****************
Re: BBB Complaint #********
************ - ************
Dear Mr. ***************** April 11, 2025, we received your complaint, dated April 11, 2025, filed with the Better Business Bureau.
You said that you switched your service to another provider and paid off the remaining balance on your phone,which amounted to over $600.00. You requested a detailed invoice for the final payment along with your payment history.
Please note that all of the requested documentation is available on the app. I emailed you your payment history and a copy of the device finance agreement for your convenience.The final statement reflects a ************************** showing the final device payment of $611.07.
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:04/10/2025
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've been calling Boost Mobile over 9 days complaining to them I am not receiving the phone services I'm paying for! I've been connected to technical support at Boost mobile numerous times and hung up on after extremely long holds without anyone calling back! Boost has never solved nor attempted to solve the issues with the services they claim to provide and I'm paying for ! Boost mobile has also disconnected my phone several times before the payment is due ! Example : I received a reminder by text from boost my bill was due on April 6 , 2025 but boost mobile disconnected my phone on April 6 , 2025 & they've done it months prior as well !! I'm visually impaired and have explained this to boost mobile numerous times throughout my complaints to boost last 10 days & told boost mobile it's not far to take my money and not render the phone services I'm paying for!! I told boost mobile being visually impaired, I really need my phone!!Business Response
Date: 04/29/2025
April 23, 2025
Mr.Nyoki Najasake
****************************
*********, SC 29730
Re: BBB Complaint #********
663302816864 - ************
Dear Mr. ******************* April 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
You said that you are not receiving the service. You also expressed concern regarding the notifications you receive regarding your balance due and the date.
My attempts to contact you by phone on April 22 and 23, 2025, were unsuccessful;however, I left a voice message each time.
A review of your account reveals that you contacted us on April 5, 2025, to troubleshoot. I would be happy to assist you with receiving additional support.Customer care is available from 8:00 am to midnight ET at **************. You can also visit our website (**********************************************************************)for additional support information.
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:04/10/2025
Type:Sales and Advertising 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,
***** *****switched to them had I known what liars and their corruption! So I either want them to buy back their phones and refund over payment for each month or unlock both phones! But I want my overpayments plus the 2 days of service they cut off ******* deceived us the consumer no contract or information about locking the phone we received nothing from them but they took our money under false pretenses they should be shut down for their corruption and lying to the consumer we own the phones outright they should have to inform a customer before they lie .so I want my over payments per mo and either the phone's unlocked or refund for them both.and their business boost mobile gets an f- for being liar's and thieves shameful was treated extremely poorly by everyone they all lied and told different stuff absolutely incompetent employees and supervisors . I'm filing with *** attorney general of fl agriculture fl ******** fl these companies need to be investigated!Business Response
Date: 05/06/2025
May 1, 2025
Ms. ***** *****
*************************************************************
Re: BBB Complaint #********
************
Dear ************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
You stated that you purchased two phones with service in December 2024, and you were supposed to be charged $37.50 per month for two lines. You indicated that you were charged $241.80 for the purchase of the phones and first month of service. You were then charged $38.60 in January and February and $51.10 in March. You transferred your service to another carrier in April. You requested to receive a refund (for the overpayment), and that your phones be unlocked.
Our records show you signed up under a promotion offering half price for your second line. Your initial payment of $241.80 was for the cost of the phones with taxes and the first month of service. Your monthly rate for each line was $25.00 with $0.55 tax. A credit of $12.50 was applied to your account each month. Your normal monthly rate for two lines under the promotion was $38.60. Please note, taxes are not discounted.
A review of your account revealed the March 2025 credit of $12.50 was not applied causing your amount due on March 9 to be $51.10. However,it was applied on March 10, along with a $12.50 credit for the April 2025 bill.On April 7, 2025, you ported out your number and canceled the account. Therefore,your total overpayment was $12.50 for the March 9, 2025, billing date.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; however, I made an exception and authorized a $12.50 refund. Please allow seven to ten business days for processing. I also submitted a request to unlock your devices. You will need to enter a PIN code for each:the code for the device with IMEI *************** is ********, and the code for the device with IMEI *************** is 20828224.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
Date:04/10/2025
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.
Complaint: 23189174
I am rejecting this response because: I asked them to cancel the line of service at the time of over charging, I. Do not plan on going forward with this company that fails to honor their own promotion then wants to issue a credit to make up for their mistake.
Sincerely,
*** ********Business Response
Date: 04/29/2025
April 25, 2025
Mr. *** ********
****************************
******, GA 30439
Re: BBB Complaint #********
************** - ************
Dear ***************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
You said that you signed up for service at $15.00 a month for the first three months; however, on the second month, you were charged $26.59. When you called to ask for a refund, you were denied.
To ensure that your monthly rate is correct after the promotional period expires, you will be charged the full rate in the second and third months, and a $10.00 credit will be applied to readjust the amount. For example, on April ******, you were charged $26.59, and immediately following that a $10.00 credit was applied to readjust the balance down to the correct monthly rate; therefore,a refund is not warranted.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Business Response
Date: 05/06/2025
May 6, 2025
Mr. *** ********
****************************
******, GA 30439
Re: BBB Complaint #********
************** - ************
Dear Mr. ******************* May 5, 2025, we received your rebuttal, dated May 5, 2025, filed with the Better Business Bureau.
You said that you rejected my initial response because you asked to cancel service due to being overcharged. You do not plan to continue with the service because you view our process of issuing a credit as a means of making up for a mistake.
In your original complaint, you stated that you called in to cancel and request a refund, which was denied.
This is a prepaid account; therefore,all you need to do is stop paying and service will be suspended and eventually canceled. However, per your request, I have canceled the service. As stated in my email today, if you want to retain your phone number, you must act immediately to port it to another carrier. I also sent the port-out PIN to your phone to expedite this process.
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:04/10/2025
Type:Customer Service 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: 04/23/2025
April 23, 2025
Ms. *** *******
******************************************************************************************;
Re: BBB Complaint #********
************** - ************
Dear **************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.
You said you placed an order for a device, but it was canceled and you were still charged. You asked for a refund, but you were unable to obtain one.
Our records show a $113.00 refund was issued to the card ending in 9259 on April 16, 2025.
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
****** ********
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