Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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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

3,527 total complaints in the last 3 years.
1,075 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:09/05/2025
Type:Service or Repair Issues
Status:
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 pay my Cellphone bill every month with Boostmobile. Im having issues with my cellphone and they are being disregarded. One they lied about unlimited Data. I only get 30GB. I told them Im on FaceTime and my phone goes completely silent. They said it was a Wi-Fi problem. Not if I have cellphone service. My data automatically should pick up when the Wi-Fi drops. It doesnt. My phone is getting hot. 30GB of data isnt enough when Im at work with no WiFi and I have to use my data. They said if I want more data I have to pay for it. Why pay 2 times for data when I should be receiving unlimited data. Like please make it make sense. My home WiFi has been out so, I had to use data. My cable company will be here Monday to fix my problem. Now I need my phone fixed. I live in ********* without family. My aunt worries when she cant see me on FaceTime. Please help me fix and understand this problem that seem to continue.
Business Response
Date: 09/12/2025
September 10, 2025

Ms. ********* *****
**************************************************
************************;

Re:          BBB Complaint #********
                ************ - *************

Dear Ms. **************** September 8, 2025, we received your complaint,dated September 5, 2025, filed with the Better Business Bureau.

You said you were not informed you would only receive 30 GB of data on the Unlimited plan. You also indicated that when you try to use FaceTime, your phone goes silent; you were informed this is an issue with the Wi-Fi. In addition, you mentioned that your phone gets hot. You requested a billing adjustment and for your device to be repaired.

When we spoke, I informed you that the Boost Mobile website clearly shows that if you use more than 30 GB of data on the unlimited plan, your data will be throttled. You may upgrade your plan to the Unlimited +or Unlimited Premium to receive extra data. You can also purchase data packs.

Please note, ******** does use data unless you are connected to Wi-Fi.

Our records show you do not have device insurance, so you will need to address the overheating issue with the manufacturer, *****. We are unable to replace the device.

I applied a $10.00 courtesy credit to your account for the 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: 09/12/2025

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:08/22/2025
Type:Service or Repair Issues
Status:
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.
Account #************** IMEI 1 *************** IMEI ******************************** Phone # ************ PIN **** So, a few days ago, I was searching for a phone provider to use. I was told about Boost Mobile. I had to borrow a phone since the one I was using before messed up. I called customer service and I was told about the iPhone 16 deal with the $60 unlimited plan and that the phone was unlocked. Even though I didn't plan on switchingI still bought the phone because I was told it was unlocked. Well I got it in today and find out it is sim locked. I do not appreciate being lied to. I would like my phone ot be unlocked like I was told on the phone it was before I bought it. If you don't want to unlock it that is fine but I want a service credit for next month and possiblythe month after. If youcan only do 1 month that is fine. If you could unlock it which I prefer you would that would be great. I will still stay with Boost Mobile. I just don't like being lied to. Not a great first impression. Looking forward to your reply.ThanksTravis
Business Response
Date: 09/16/2025
September 4, 2025

Mr. ****** ********
**************
*********, ** 41838

Re:          BBB Complaint #********
                ************** - *************

Dear ****************************** 25, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated you purchased a device with the impression it would be unlocked. You requested the device be unlocked or to receive a one month credit.

Boost Mobile will unlock a device under the following circumstances, in accordance with our unlock policy:

        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

We offer devices at a highly discounted rate, which is why we require customers to have their device active with us for 12 months before we are willing to unlock it. We cannot unlock the device associated with IMEI ending in 4355 until August 21, 2026. A one-time credit of $61.54 has been applied to your account in the interest of customer service.

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: 09/16/2025

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:08/22/2025
Type:Service or Repair Issues
Status:
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.
In April of 2025, I purchased an iPhone 15 at full price to get a promotion of one year of free service. Between April and August 2025 the promotion has not been added to my account. Each month I get charged and I have to call back in. They give me a credit each month for the amount I paid but I am still not getting the promotion. I have called their customer service number, I have used the chat function, I have gone into a store. Every month I get told that it has been corrected and I will see the credit in the next billing cycle. I have been told the credit will show in within five days of the billing date, within three days of the billing date and on the billing date. The credit has yet to show up. Twelve months of free service at $25.00 per month is $300.00 for one year. I am being charged each month then credited so I am getting screwed over. They do not offer refunds so I am still paying. I cannot get any help with this.
Business Response
Date: 09/16/2025
August 25, 2025

Ms. ****** ******
************************** B
*********, ** 24450

Re:          BBB Complaint #********
                ************ - *************

Dear **************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated that on April 5, 2025, you purchased a new device in order to receive a free year of service. However, the $25.00 monthly promotional credits have not applied properly to your account. You reported this and two of the $25.00 credits were added to your account by customer support, but thats all. You would like the promotion honored.

When we spoke on August 25, 2025, I advised you that our back office was able to add the promotion correctly to your account. I also applied a $75.00 credit to cover the three months you did not receive the discount.

We regret any inconvenience.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

**** ******
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                ***************************************************;
                ******,CO 80210

                ***** *****
Customer Answer
Date: 09/17/2025

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.
Click here to view the original complaint details.
Sincerely,

****** ******
Initial Complaint
Date:08/22/2025
Type:Product Issues
Status:
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 ordered 2 phones boost mobile took 286$ i never got my phones i called they said a refund was issued.but my bank said it hasn't i also went in to a boost store and the *** told me it 2 pending lines on my account it never was canceled.whem I called they hangup on me or have me on hold for ******** the process of doing a police report.
Business Response
Date: 09/16/2025
September 5, 2025

Mr. ****** ****
*************************
************************************

Re:          BBB Complaint #********
                ************** - *************

Dear ************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You said that you ordered two phones, but you never received them or a refund. You requested a refund or a store credit.

Our records show that a refund was issued on September 4, 2025.

We apologize for any inconvenience this delay may have caused.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******,CO 80210

                ****** ********
Customer Answer
Date: 09/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.

Sincerely,

****** ****
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
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.
As a Boost Mobile customer for years, I have experienced extremely poor treatment this week. Over the past week, I have been left without phone service due to multiple failures in Boosts processes and customer support.After purchasing a new ********************************* unlocked phone, they couldn't get it activated and I was told I needed a new Boost Sim card. To save time in activating, I drove to ******* and purchased their Boost Sim Kit. This still didn't work in activating my phone.Over the course of several days, I spoke with multiple Boost representatives, including advanced technicians, but no one was able to restore my service.On 8/20/2025 I attempted to transfer my account to Metro by ************************, when there, I was told by Boost I had to travel to the nearest Boost store to verify my identity with my drivers license to get a transfer ****** the ********************** store, the young lady handed me the phone to speak to the Boost verifier. I was then told I had to answer three additional verification questions:1. My Social Security number, which I verified 2. Last four digits of the card I use for my auto payment, which I verified 3. The date of my last payment. Because my account is on autopay, I could not provide the exact payment date. I could not look it up because I had no phone service to be able to get into my credit card account. For this reason, I was told I could not be verified, and despite multiple requests, I was refused escalation to a manager. I was then informed my account would be locked for seven days.I was left completely without a working phone for more than five days, unable to make or receive calls except emergency calls. I was forced to make multiple trips and phone calls, endure contradictory instructions, and was denied reasonable ****************, I am going to go to another carrier and sign up for their service. As a 76 year old female, living alone, I cannot be without a phone.
Business Response
Date: 09/16/2025
September 10, 2025

Ms. **** *****
**********************************************
*********, ** 30533

Re:          BBB Complaint #********
                *************

Dear *************************** 22, 2025, we received your complaint, dated August 22, 2025, filed with the Better Business Bureau.

You stated that you purchased an unlocked cell phone and attempted to activate Boost Mobile service on the device. After many attempts with customer care and a retail store, the device was still not activated. You were also not able to pass our security verification, causing a further delay. You decided to transfer your service to another carrier, and you requested to receive an apology for the trouble you were put through.

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, they are transferred to our account security team for further verification. If a caller cannot verify the account, no account details can be provided.

Our records indicate that you spoke to a Boost Mobile representative on August 25, 2025, who was able to provide a transfer PIN. Your phone number was then ported to another carrier on August 26, 2025.

We apologize for any inconvenience you may have experienced.

Sincerely,

***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:          ****** / ******* Better Business Bureau
                **************************************
                ******, CO 80210

                ***** *****
Customer Answer
Date: 09/16/2025

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:08/20/2025
Type:Product Issues
Status:
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.
So, last month, I ordered a phone from boostmobile . The phone was broken right out of the box. After days of calling and posting here, they told me they will not replace the phone; I have to send it back and get a refund. Today, I called to inquire about the refund, and they told me the phone was free. Even though I canceled the service and never used it, they will not refund my $52 because they do not refund service, even though I canceled and never used it. So now what do I do? They just robbed me.
Business Response
Date: 09/15/2025
September 4, 2025

Mr. ******* Tornilllo
************************************************************

Re:          BBB Complaint #********
                *************

Dear Mr. ******************** August 20, 2025, we received your complaint, dated August 20, 2025, filed with the Better Business Bureau.

You stated that you ordered a phone through our website, but the device was broken when you received it. You were told we could replace the device and you returned it for a refund. However, you were told that the device was free and the payment of $52.00 made for the service was not refundable. You requested a refund for this.

Our records confirm that the device you ordered has been returned to the warehouse.

The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable. I made an exception nevertheless and authorized the refund of $52.33. 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: 09/15/2025

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,

******* Tornilllo
Initial Complaint
Date:08/18/2025
Type:Customer Service Issues
Status:
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 8/13/25 I contacted Boost via email to let them know my mother, the account owner was deceased. Their customer care team asked for an email with her death certificate which I promptly sent and they confirmed receipt. On 8/14/25 they let me know the line was disconnected with no further balance due. On 8/18/25 I got charged for another month of service. I tried calling them this time but their phone agent barely spoke English and Im fairly certain he typed an incorrect number in because he said there was no record of the email chain or death certificate received. I asked to speak to a supervisor and 30 minutes later was disconnected on THEIR end. The process is so frustrating and if they are going yo outsource their customer service to take calls from the ** they better be FLUENT in English. The only acceptable conclusion to my complaint would be a refund and no more billing for a line for a dead person. Absolute failure of a company.
Business Response
Date: 09/12/2025
August 23, 2025

Ms. **** *****
*************************************************;

Re:          BBB Complaint #********
                ************ - *************

Dear *************************** 19, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.

You said you requested to cancel your mothers line and provided a death certificate, but you were still charged. You also expressed frustration with the customer service you received. You requested a refund.

On behalf of Boost Mobile, please accept my condolences for your loss.

When we spoke, I informed you that a refund of $25.57 was issued to the card ending in 0248 on August 22, 2025.Please allow 3-5 business days for processing and delivery. You accepted this resolution.

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: 09/12/2025

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:08/18/2025
Type:Billing Issues
Status:
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.
The phone was accidentally locked and is useless now and I have called and called trying to cancel the account but I am still being charged by the auto pay and I don't have any account to turn it off , so I am being charged every month for service I don't have, also I have filled a complaint with the *** , I just want the money I was charged for the last 3:months this was charged with out my consent
Business Response
Date: 09/12/2025
August 26, 2025

Mr. **** ********
*************************************************************************************;

Re:          BBB Complaint #********
                ************** - *************

Dear ****************************** 18, 2025, we received your complaint, dated August 18, 2025, filed with the Better Business Bureau.

You said that you continue to be charged after your phone was accidentally reset three months ago, and you were unable to close your account and stop the billing because you cannot pass account verification. You would like a refund for the last three months.

Please note that if a customer is unable to verify their account by receiving a PIN, we offer an alternative method by generating questions from their credit report. If this information is not accurate, we suggest contacting the credit bureaus to update it.

A review of your account reveals that you contacted us on August 18, 2025, verified your account and removed autopay. If no payment is made by your due date of September 16, 2025, your account will be disconnected.

As the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable, your refund request is denied.

If there are further questions or concerns about this issue, please feel free to contact me at *************.

Sincerely,

***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile

cc:           ****** / ******* Better Business Bureau
                *******************************************;
                ******, CO 80210

                ****** Steffani
Customer Answer
Date: 09/15/2025

Complaint: 23760667

I am rejecting this response because:

Sincerely,

**** ********
Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was overcharged by my phone ************** kept my $ & still turned my service off
Business Response
Date: 09/10/2025
August 22, 2025

Ja Ja
**********************
********************************

Re:          BBB Complaint #********
                ************** - *************

Dear Ja Ja:

On August 18, 2025, we received your complaint, dated August 16, 2025, filed with the Better Business Bureau.

You said you were overcharged and your service was interrupted.

Our records show you received a credit to reinstate your service and your next bill is due on September 17, 2025.

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.

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:08/16/2025
Type:Billing Issues
Status:
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.
08/15/2025 ******* ********* Re: Request for Explanation of Upgrade/Credit Denial ************ - on online portal reflects I am eligible for an upgrad. Dear Boost Mobile,I am writing to formally request an explanation regarding a recent denial of my eligibility for an upgrade/credit on my phone line. I was informed that I did not qualify, but no reason was provided.If this denial was based on a credit decision or the use of a consumer credit report, I am entitled under the Fair Credit Reporting Act (FCRA), Equal Credit Opportunity Act (ECOA), and ********************************************* Act (CCRAA) to receive a notice of adverse action stating:The specific reason(s) for the denial; and The name, address, and telephone number of any credit reporting agency that supplied information used in making this determination.If the denial was instead based solely on Boost Mobiles internal policy or account-related eligibility rules, please provide me with the specific policy or requirement that I did not meet.Please consider this letter a formal request for such information. I kindly request your written response within 15 business days of receipt.Thank you for your attention to this matter. I look forward to your prompt reply.
Business Response
Date: 09/10/2025
August 21, 2025

Ms. ******* *********
******************
**************************;

Re:          BBB Complaint #********
                ************ - *************

Dear ******************************* 18, 2025, we received your complaint, dated August 15, 2025, filed with the Better Business Bureau.

You requested an explanation of why you were denied a device upgrade, as you were not given a reason.

Boost Mobile used information from your application,and in conjunction with a consumer credit reporting agency, to determine that you are not currently eligible for an upgrade, which includes the ability to finance your mobile device(s). The credit score used is a generic telecommunications score that predicts the likelihood a consumer is going to pay their bill. It is based on your credit report at the time of the application, which is subject to change. Boost Mobile can deny service on any grounds; for security reasons, this cannot be discussed over the phone.
Postpaid services also require a credit check (we run a soft credit check, which does not impact your credit score), subject to approval. You will receive a letter within 30 days with an explanation for the denial.

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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Boost Mobile is NOT a BBB Accredited Business.