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
- 4,988 total complaints in the last 3 years.
- 1,570 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:04/08/2025
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.
I made the mistake of wanting to move my phone plan to Boost Mobile. After receiving the sim card, they were unable to activate my current number, they told me to go to a store, which I did and the *** was unable to help me. So I called them back and this is when the nightmare began. I called them multiple times to cancel (at least 5-7 times) only to be given the run around each time. They would transfer me to their loyalty department and I would wait 10-15minutes each time, but no one would pick up the phone. Eventually, they activated a new number, which I didn't want (they did it without my approval, and without me being on the phone with them; I wanted to keep my current phone number). So now I am stuck with a number that I have no use of and unable to cancel. Worst customer service that I have ever experienced.Business Response
Date: 04/29/2025
April 28, 2025
Ms. ******* Siarras
*************************************
***********************
Re: BBB Complaint #********
************
Dear Ms. ****************** April 9, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
You stated that you were unable to activate service with your phone number; instead, it was activated with a new phone number, which you did not want. You requested that your account be canceled and your initial payment refunded.
Per your request, your account was canceled. The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; I made an exception nonetheless, and authorized a refund of $16.72. Please allow seven to ten business days for processing.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Customer Answer
Date: 04/29/2025
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,
******* SiarrasInitial Complaint
Date:04/08/2025
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.
Boost Mobile prepaid wireless I started a new account with ********************** on Sunday evening 5:25 Illinois time. I discontinued from ******* wireless, I had all of my information that I needed to switch to boost Mobile they sent me to a sales guy which I never did get his name and he set me up took my money from my credit card over the phone and it was $15.09 and said my *** card for my phone I was bringing over from ******* wireless would be here Tuesday which is today 04/08 2025. When I put the *** card in my phone it wasn't activated he gave me it activation number that didn't work 3 and 1/2 hours later and seven agents and no one got my money back and they would not refund me because I had a different number and a different phone on my account The salesperson gave me a different number instead of putting the number that I asked him to put which I told him three different times on the phone and he even repeated it back to me and then I had to argue with people today to get it discontinued cuz I went back to ******* and to give me my $15.09 now I know that's not a whole lot of money but when you work paycheck to paycheck it is a lot of money I just want my money back and I want my account discontinued by boost Mobile and I had to argue with everybody I even talked to three security people One person was named ***** the other person was named ******* through their companyBusiness Response
Date: 04/17/2025
April 17, 2025
Ms.**** *****
*************
********************************;
Re: BBB Complaint #********
30287956251162 - ************
Dear ************************** 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
You said that you attempted to port your phone number into our network to activate an account with us. However, due to issues with the device and SIM card, you decided to cancel your order. You requested that we issue a refund for your payment of $15.09.
Boost Mobile does offer a 30-day money-back guarantee; however, you did not meet all requirements. I issued a $15.09 refund as a courtesy, nonetheless. 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
****** ********Customer Answer
Date: 04/17/2025
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:04/08/2025
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.
I canceled my Boost Mobile wireless service on March 24, 2025, which was the last day of my billing cycle (February 24 to March 24). At the time of cancellation, I called Boost Mobile customer service to confirm everything. I was told clearly that I would not be responsible for any additional charges and that my account would be closed.Despite this, I received another bill for the following billing cycle and was recently charged for it. I contacted Boost Mobile again to dispute the charge, but the charge was still processed.I feel this charge is unauthorized since I canceled on time, was told I wouldnt be billed further, and have not used the service beyond March 24.Requested Resolution:A full refund of the charge made after cancellation Written confirmation that my account is closed and no further billing will occur Please investigate and assist with resolving this issue.Business Response
Date: 04/22/2025
April 18, 2025
Mr. Zehu Cai
************************************
*******, ** 60610
Re: BBB Complaint #********
************ - ************
Dear ************************ 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
You said that you were charged for service after canceling even though you were told you would not owe any additional money. You requested a refund and confirmation your account is canceled.
Our records show a refund of $30.21 was issued to your card ending in 0908 on April 10, 2025.Please allow 3-5 business days for processing. Autopay has been disabled, so you will not be charged anymore for service.
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:04/08/2025
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.
Bought a mobile phone on ************************ about almost two years ago, I swap my old ******* Galaxy phone sim card and put it in my ******** phone. For some reason, the ******** never showed on my account and ******************** kept my old ******* phone on their database. I called boostmobile and they said I need a new sim card to put in my ******** phone so it can show on my account. I did that, called boostmobile and active my phone with the new sim card. 4 days has passed and the old ******* is still showing on my account.I am requesting boostmobile to update my phone and also unlocked the ******** since I bought this phone and used it with them for over a year. I have proof of purchase and $200 to compensate me for this error.Business Response
Date: 04/17/2025
April 16, 2025
Mr.******** **********
****************
*********************;
Re: BBB Complaint #********
777552613576 - ************
Dear ******************************* 8, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.
You said that you swapped out your device, but your account does not reflect the change. You asked that we unlock your device (as you purchased it over two years ago) and for $200.00 in compensation.
When we spoke by phone, I informed you that I created a ticket to have your account updated to reflect the correct device. I also unlocked your device and provided you the unlock PIN. Your request for compensation is declined.
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:04/07/2025
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.
On 03/18/2024 $186.00 A phone and service.The dispute is about; I went to a Boost authorized dealership and switched carriers and purchased a phone a moto g 2023. My card was charged $186 and Boost has no record of my purchase and cannot tell me why I was charged that amount. I have contacted Boost a number of times to figure out what had happened, only record is on 3/18/2025 "Recharge" of $33.18 and an "Unlimited" charge of $25.19. I informed Boost of the name and address of the location of the purchase and that's is where more problems have occurred. The name on my bank statement which is *********************************************** 240728050770467701869855732%%. . I went to the Boost store on **********************************************************. I was told that the phone was $50 . I explained to the person that I was only needing the phone for about a week which is why I got the least expensive phone as possible. I requested Boost to maybe investigate that store location because I was uncomfortable about the transaction and how I was charged. My account has been charged for services I have not requested or received and clearly made to appear as something else I don't know what the scam is. But I know my money is GONE- and unaccounted for. I did attempt to call the number that is listed on goggle and spoke with ****** he was unable to help.Business Response
Date: 05/01/2025
April 30, 2025
Ms. ******** *******
************************************
***************************;
Re: BBB Complaint #********
************** -************
Dear **************************** 10, 2025, we received your complaint, dated April 7, 2025, filed with the Better Business Bureau.
You said that you were charged $186.00 at a Boost Mobile retail store, but the device was supposed to be only $50.00. You also expressed confusion with the Recharge amount of $33.19 and the Unlimited amount of $25.19. In addition, you indicated that you were charged for service not received. You requested a refund/billing adjustment.
We appreciate you bringing this to our attention. I forwarded the details to our retail team for internal investigation; I was informed there was no $50.00 deal for the device in question. Please note you were charged for device activation and setup, the device itself and a SIM card.
The Recharge amount of $33.19 was your first monthly payment of $25.19 for the Unlimited plan plus $8.00 for Boost Protect. We regret any confusion.
I confirmed there is usage on your account. If you experience service issues, please contact customer care at ****************.
Your request for a refund/billing adjustment is declined.
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: 05/01/2025
Complaint: 23170415
I am rejecting this response because:
That was NOT how the representative presented it to me and that still doesn't explain why there was no record other than the $33.19 and $25.19 charge . The representative misrepresented the whole transaction. I know what theat young lady said ti me the whole time on the phone with whom she said was her boss. They are LYING!!!.
Sincerely,
******** *******Customer Answer
Date: 05/07/2025
This is what MY statement from my Boost account has This purchase happened on 4/18/25. The day I became a Boost customer.Initial Complaint
Date:04/06/2025
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.
Business ********************************************************* ************** ****************: ************** I bought a cell phone for my wife in January 2025 to replace a phone that was not working. I paid for the phone full price (as far as I know). We've been with Boost Mobile for at least five years with no problems. In February 2025 the price went up from 35 dollars to 43 dollars. The price was 43 dollars in March also. I went to the store and asked them why the price went up. The store representative said that insurance was added to it. I said that I didn't ask for insurance and I would like it removed and the sixteen dollars returned (eight dollars for each month). The *** said that I would have to call **************** (CS) to get a refund. I called CS and their *** echoed the same story that it was insurance. I told them the same thing, take it off and return the sixteen dollars. They told me the store would have to refund the money but CS would remove the insurance but my phone would no longer be protected. Not that it was her business I told her that I always paid for phones in full so as not to have a bill and that I still wanted the sixteen dollars returned. I'm also not going to go back and forth between the store and the *** After a shouting match ** said that the insurance would be removed but she couldn't return the money because the insurance company took it and my phone was protected during those times. I know this is not professional BUT she's got to be kidding me. I planned on using the phone for the transfer but CS said that since I didn't have it for one year they would release the number but the phone would remain locked. What do I want? I would like the phone unlocked so my wife can continue to use the phone that we bought on January 2025 and I would like the sixteen dollars returned that they stole."According to the *********************************, the carrier must unlock your phone free of charge after youve fully paid off the device."Business Response
Date: 04/23/2025
April 22, 2025
Mr. ******** *****
******************
*******************
Re: BBB Complaint #********
************ - ************
Dear ************************** 7, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.
You said that you purchased a cell phone and paid full price for it. In February 2025, your monthly rate increased from $35.00 to $43.00. When you called in to inquire, you were told it was due to an insurance plan being added to cover the device, which you did not authorize. You requested a $16.00 refund for the two months you were charged ($8.00 a month) for the coverage, and for the phone to be unlocked.
When we spoke today, I informed you that I would forward this to our *********************** team for review with the store in question where you bought the device from, since retail stores are independently owned and operated.
You told me that the device in question is a Summit Flip (IMEI ***************). I explained that, since this is a ***** device and was brought over from another carrier, you would need to contact ***** to have it unlocked. I provided you with their phone number, **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/06/2025
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 would like a refund for an order that I did not receive. I called boost mobile several times and they advised there is nothing I could do about itBusiness Response
Date: 04/08/2025
April 8, 2025
Ms. Faizah Johnx
***********************************************************************************************
Re: BBB Complaint #********
57837896932021 - ************
Dear Ms. **************** April 8, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.
You said that you ordered a SIM kit that was never delivered and when you requested a refund, you were denied. You would like your funds returned.
When we spoke, I advised you that normally we do not offer a refund for prepaid service; however, in the interest of customer service, I agreed to provide one of $15.98. 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:04/05/2025
Type:Order 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.
We purchased a phone from boost Mobile paid in full on the same day for a few hundred dollars. Year and a half later we were tired of their shady business and when our contract was up we switched companies. Fast forward another year my new phone was broken so I wanted to use my phone I bought from boost. Called customer service to have phone unlocked which it shouldn't be locked in the first place because our account was paid in full and we didn't have a contract anymore we weren't even customers anymore. They asked a series of security questions which we answered correctly but they still said that we didn't answer a security question correctly which they said they got off of our credit sheet whatever that is. They said because of this they will never be able to unlock our phone we only had one chance to answer the questions correctly and there is nothing they can do in their system to unlock the phone. If that's not shady and wrong I don't know what is!!!!!Business Response
Date: 04/29/2025
April 28, 2025
Ms. ****** ******
**************************************************
********, WI 53186
Re: BBB Complaint #********
************
Dear *************************** 7, 2025, we received your complaint, dated April ******, filed with the Better Business Bureau.
You stated that you paid full price for a phone from us in the past. Now with another carrier, you contacted us to have this device from your old account unlocked, but you were unable to pass our security verification due to the time that has passed since you were a customer. You requested this device be unlocked.
The Boost Mobile Terms and Conditions disclose that a device purchased through Boost Mobile must remain active on our service for 12 months before becoming eligible to be unlocked. Our records indicate that the device in question was added to the account prior to its migration from the old Sprint system into our new billing platform. As such, we are unable to confirm the date of purchase or the amount paid, and it was active for eight months in our system. As a courtesy under the circumstances, I unlocked the device with IMEI ***************. It will need to receive the update. Please ensure the phone is powered on, connected to Wi-Fi and a SIM card is inserted, and allow up to 72 hours for the processing of this request.
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:04/05/2025
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.
Engaging extra options is not prorated for the days in the month so they are overcharging everybody in at least month one. This is not disclosed in app when engaging the service nor online anywhere I could find.Business Response
Date: 04/16/2025
April 14, 2025
Mr. **** *********
*****************************************************************************************
Re: BBB Complaint #********
************ - ************
Dear ****************************** 7, 2025,we received your complaint, dated April 5, 2025, filed with the Better Business Bureau.
You indicated that it is not stated on the Boost Mobile application or website we do not prorate monthly add-on services.
While in some cases the lack of prorated charges may feel unfair, Boost Mobile is committed to offering a simplified and consistent billing experience. Charging fixed rates for add-on services allows for a predictable customer experience.Additionally, subscribers can add and remove these services at their discretion.
Please note that our policy regarding add-on services is available under the general terms and conditions on our website.
We regret any inconvenience you may have experienced.
Sincerely,
Sienna ******
Corporate Case Manager
Executive Escalation Team
Boost Mobile
cc: ****** / ******* Better Business Bureau
******************************************;
******,CO 80210
****** ********Initial Complaint
Date:04/04/2025
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.
I bought a phone because they had promotion which was a 1 year free service. The promo was false because ended up getting charged plus they suspended my service due to them. To me this horrible scam to bring in people. I have called 3 times to fix this and nothing. I want my full refund my the month they took which is their lack of communication with their customers that has caused this issue. If there was no promo dont advertise it.Business Response
Date: 04/23/2025
April 23, 2025
Ms. Yulemni *********
536 41st
*************************;
Re: BBB Complaint #********
************** -************
Dear ****************************** 4, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.
You said you purchased a device under a promotion for a year of free service, but you are not receiving it. You also expressed frustration with your service being suspended, and you requested a refund of your overpayment.
Your account was impacted by a systematic issue that our teams have since fixed; you will be receiving the discount moving forward.A refund of $25.00 was issued to the card ending in 3932 on April 22, 2025.Please allow 3-5 business days for processing and delivery.
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
****** ********Customer Answer
Date: 04/23/2025
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,
Yulemni *********
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