Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started boost on January 16th. As soon as the technician left, the service started getting worse. Lost complete service later that evening and twice since then. No phone, text or email. I was lied to about coverage area.

  Business response

  02/10/2025

  February 9, 2025
  
  
  Mr. ***** *******
  ****************************************************************************
  
   Re:         BBB Complaint #********
                  ************** - ************
  
  Dear Mr. ****************** February 6, 2025, we received your complaint, dated January 25, 2025, filed with the Better Business Bureau.
  
  You stated that your Boost Mobile service has not worked since it was initiated on January 16, 2025, and you maintain that you were lied to about the coverage area. You requested a refund.
  
  As stated in the Boost Mobile terms and conditions (which can be viewed on our website ******************************), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other ************* a result, customers may experience difficulty making or receiving calls while indoors. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
  
  During our phone conversations on January 27, 29 and 30, 2025, I advised you that the coverage is the same as you had with your previous service provider. A port out pin was generated on January 27, 2025, so that you can transfer your phone number to your new carrier.
  
  When I spoke with you by phone again on February ******, I advised you that a refund of $25.86 was issued on February 3, 2025, for your initial payment. I also generated a new port out pin, as the previous one had expired.
  
  To date, your phone number is still active with Boost Mobile. Please note that if your phone number is not ported out before February 16, 2025, you will owe for another month of service.    
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ***** *****
  

  Customer response

  02/10/2025

   
  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

  01/21/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  December 6 2024 we started an account with **********************. They claim to have a 30 day risk free satisfaction guarantee. When we signed up we paid $226.09 to get started and then were charged $145.32 on 12/22 for service. We had multiple dropped calls and could not get a connection in our home. We cancelled our service on 12/24. On January 2nd I received an email that there was a credit on our account of $294.82. On January 2nd we called and they said the account is terminated and we would have no additional bills. A few days later the credit posted on our bank account but only in the amount of $226.02. Today on January 21st almost a month after terminating our account $21 was debited from our bank account without our consent and for what reason. We never received the full credit to begin with. This is unacceptable and unethical. There is absolutely no reason you should still have my bank info being as we ended our contract a MONTH AGO. So much for thirty day guarantee. This is fraud. BUYER BEWARE.

  Business response

  02/14/2025

  January 23, 2025
  
  
  
  Ms.****** ******
  *****************
  **************************************;
  
  Re:          BBB Complaint #********
  16570169867225 - ************
  
  Dear ***************************** 22, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.
  
  You said that you canceled your account and you were promised a refund under our 30-day money-back guarantee. You received notice of a credit being applied to your account for $294.82, but only received a refund of $226.09. You also said that your credit card was charged after you closed your account.
  
  A review of your account reveals that you received a refund of $226.09, as this was the amount you initially paid. You will receive additional refunds of $21.00 and $145.32, for the payments made. 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, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  *******************************;
                  ******, CO 80210
  
                  ****** ********
  
  

  Customer response

  02/14/2025

   
  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. Thank you very much.
  
  Sincerely,
  
  ****** ******
  

   

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My bill has been incorrect for two months in a row now. As a new customer this is very unacceptable and very stressful and inconvenient. iPhone 16 Pro Max - ************ - 256 GB - Signed up for 5.55/Mo financing with ***** Infinite Plan - but being billed for 33.33/Mo financing iPhone 16 Pro - ************ - 128 GB - Signed up for 0.00/Mo financing with ***** Infinite Plan - but being billed for 33.33/Mo financing Bring Your Own Device (iPhone 12) - ************ - $12.50 - 50% off first month - after $25.00 a month Unlimited Plan - being billed for two months upfront which was not disclosed to be by representative and also the half off the first month is not reflected on bill correctly. I just want this resolved ASAP and the billing fixed permanently and some type of credit as well on top of that for all of this hassle, stress, and inconvenience. I should not have to reach out and interrupt my day each month to say my bill is incorrect again and continuous tickets opened to correct the issue. I called about getting this fixed several times now and it is still ongoing and not yet resolved.

  Business response

  02/14/2025

  January 23, 2025
  
  
  
  Ms. ****** ********
  ********************************************************************************************;
  
  Re:          BBB Complaint #********
  95650860187434 -************
  
  Dear ******************************* 21, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.
  
  You said your billing is inaccurate, as you are being charged for financing on one of your devices that should be free. You also indicated that you were billed twice for the $25.00 plan. You requested that your billing be corrected.
  
  A review of your account reveals that you were charged $27.78 in error; therefore, I applied a credit for this amount.
  You were charged $25.00 for service from December 22, 2024, to January 8, 2025, as we do not prorate. In the interest of customer service, I added a credit of $25.00 to your account. A ticket was created to ensure your future billing is accurate. 
  
  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, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************************;
                  ******, CO 80210
  
                  ****** ********
  
  

  Customer response

  02/17/2025

   
  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

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm November of last year. I was trying to set up service and was unable to. So, I canceled any service because I never received any service from them. I contacted them multiple times trying to get a refund. Which I still have not received. Now they have charged my debit card twice for service. I never authorized any charges to my account. I bought the initial card from ******* and never made a payment directly to boost. They obtained my card information while I was trying to get refunded for service I don't have or want. Total amount billed to my card is $75. $25 for initial payment and a payment for December and January. I don't have service with them.

  Business response

  02/12/2025

  February 6, 2025
  
  
  
  Ms. ****** ******
  *****************************
  *******, ** 62522 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ***************************** 20, 2025, we received your complaint, dated January 20, 2025, filed with the Better Business Bureau.
  
  You said that in November 2024, you tried to set up service, but it was not successful. As a result, you cancelled and requested a refund, which you did not receive. Since then, you indicated that you have been charged an additional $75.00. You request a refund for the initial $25.00 payment and the subsequent $75.00 payment.
  
  A review of your account found the initial payment of $25.00 on November 19, 2024, and a second payment of $25.00 on January 20, 2025. I did not find any additional payments; therefore, as a courtesy, I will refund the two payments referenced above.
  
  In addition, I deactivated the AutoPay feature on the account to prevent future charges.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer response

  02/13/2025

   
  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

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First I entered a deal with boost mobile to bring your device over and its ***** a month forever, I called first and asked the represativinative, they supposedly checked both IMEI numbers and stated that everything was ok and it would work. So I ordered the service and recieved the sim cards, I placed them in the phones as stated per instructions they would not work, due to the prior carrier the phones were locked for 180 days. I called first and requested a refund of ***** they refused to offer a refund. stated I had to buy a used or a new phone.I was transfered from department to department from loyality to several other duiffrent named departments of the company and yet none coulkd not or would not fix my issue. Still refusing to refund of ***** i managed to find one working phone and used the serive temporairly untill I was able to move to a diffrent carrier. I contacted the company and cancelled my service, yet they were still trying to bill my card over and over after cancellation, I was even told by loyality department that it can take up to 72 hours for the automatic draft to stop. I was again drafted and this time it was successful for another ***** i called again to get transferred from department to department and was finally told that it was fixed and I would recieve a refund of *****. That never happed and I never recieved ***** which is now ****** I am owed and havent recieved, and just again today 01/19/2025 I was or tried to draft ***** again from my card. I have contacted my banks as they requested on my end and I have contacted boost by phone and by support chat many times because this keeps occuring, I have to keep a certain amount in that one account for fear of being drafted by boost, after I have cancelled my service and by contacting them directly several times and contacting my finincial institutions. I need this to stop and permanitly I have asked over and over, I am also seeking a refund of ****** because that is what I am due.

  Business response

  02/14/2025

  February 14, 2025
  
  
  
  Mr. ******* *******
  ***********************************************************;
  
  Re:          BBB Complaint #********
                  ************** -************
  
  Dear ****************************** 20, 2025, we received your complaint, dated January 19, 2025, filed with the Better Business Bureau.
  
  You said you confirmed your devices from Metro PCS would work with Boost Mobile, but you were unable to activate them because they were still locked to Metro. You requested a refund of the $52.10 you paid,but you were refused. You canceled the service, but continued to be charged through autopay. You requested a $104.20 refund.
  
  Checking the **** will only confirm the device compatibility with Boost Mobile, but it is your responsibility to make sure your device is unlocked.
  
  To be eligible for a full refund, including taxes and fees under the 30-day money-back guarantee, you mustve:
  
  Created a new Boost Mobile account and activated one or more lines
  Transferred or "ported" in your number from another carrier
  
  Because you did not port in your phone number and the service was used, your request for a refund is declined.
  
  You had a past-due balance to cover service until you canceled your lines in November 2024, which is why there were withdrawal attempts. There was no payment made towards the service in January 2025.
  
  I waived the balance as a courtesy and removed autopay from your account.
  
  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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********

  Customer response

  02/14/2025

   
  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

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Boost Mobile concerning a billing issue and inadequate customer service. As a long-standing customer, I have maintained a family plan with four lines at a monthly rate of $120. Approximately three weeks before January 19, 2025, I visited the Boost Mobile store at ***********************************, to inquire about porting a number from **** to replace one of my existing lines. The representative confirmed this was possible but advised initiating the process at the start of my next billing cycle on January 17, 2025. On that date, I returned to the store and spoke with a representative named Sana. I confirmed that porting the new number would maintain my monthly bill at $120 for four lines. Sana affirmed this and proceeded with the process. However, after porting, my account now reflects two different plans, increasing my monthly bill to $150. Attempts to resolve this have resulted in unproductive exchanges between in-store staff and customer service, each directing me to the other without resolution. I was informed that the new line couldn't be integrated into my existing plan due to network incompatibilities between Dish Network and T-Mobile. The only solution offered was to cancel the newly ported line, which is not viable as I need to retain this number. I have spent three days attempting to resolve this issue, following all instructions provided by Boost Mobile personnel, yet the problem remains unresolved. The misinformation provided has led to an unexpected increase in my monthly bill, contrary to the assurances given by Boost Mobile representatives. I seek reintegration of the ported number into my existing family plan, restoring my monthly bill to $120 for four lines, a refund or account credit for any overcharges incurred due to this issue. I have attached relevant documentation, including payment history docs.

  Business response

  02/14/2025

  February 13, 2025
  
  
  
  Mr. ****** *******
  *********************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ****************************** 20, 2025, we received your complaint, dated January 19, 2025, filed with the Better Business Bureau.
  
  You said that despite being told by an agent that porting a phone number from AT&T to your existing family plan would keep your bill at $120.00, your monthly rate increased to $150.00. When speaking to customer care, you were given conflicting responses and no solution was offered. You were told the new line cannot be brought over due to network issues, and the only option was to cancel the ported line, which you cannot do, as you would lose your phone number. You requested to be put back on your original plan and to receive a refund for the overcharges.
  
  My attempt to contact you at ************** on February 13, 2025, was unsuccessful, but I left a voicemail. I also sent an email to you at ********************************** with a request to contact me.
  
  A review of your account shows that your current bill is higher than intended; as a result, I created a ticket with our billing team to have this issue corrected. We will also be working to correct your number-porting issue, and to place you on the desired plan mentioned in your complaint. I will update you as more details are given to me pertaining your account. Please feel free to contact me at ************** with any further questions or concerns regarding your issue.
  
  Sincerely,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
               ***** *****
  

  Customer response

  02/14/2025

   
  Better Business Bureau:
  I reached out to **** via email an hour or so after being contacted as the email he sent stated I could communicate in that manner.  After hearing back from the BBB, 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

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Yesterday I purchased a boost mobile summit flip phone and 3-month service card at *******. Today I set the phone up, I was unable to use the 3-month service card I paid for so I paid for an additional one month of service. First transaction was for $52.75 at ******* and I was then charged $15 by boost mobile for another month of service. (total $67.50 charged). The phone will not work despite doing everything correctly to set it up. ******* will not let me return the 3 months of service I paid for, I plan to dispute all of these charges with my credit card company. I spent an hour on the phone with boost mobile getting transferred multiple times and was refused help without providing my social security number.

  Business response

  02/14/2025

  February 14, 2025
  
  
  
  Ms. ******* ********
  *************************
  ***********, **  12057 
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ******************************* 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.
  
  You said that you purchased a Boost Mobile Summit Flip phone from ******* for $52.75 and paid Boost $15.00 for the service, but you were unable to activate it; therefore, you requested a refund for both.
  
  Although a national retailer is authorized to sell our products and services, we did not receive the funds and therefore, we cannot issue a refund for purchases made through them.
  
  Our records show we received a chargeback from your card issuer for the $15.00 service payment made directly to us; therefore, a refund is not necessary.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer response

  02/17/2025

   
  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

  01/18/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/29/24 on the boost mobile website, I bought a new iPhone 16 pro max phone for a special offer, where I had to hand over my old iPhone XS Max to trade in and in return receive a loan of $ ***** from boost mobile. The cost of cellular communication for the promotion was supposed to be $ 65 + the cost of a boost mobile phone after tried in $ 7.75 for 36 months. I took the phone to the Apple Store, activated the boost mobile SIM card and started using it. I paid $66.75 according to the terms of the promotion, and in the second month boost mobile billed me for $102.28, where they did not take into account the $***** loan I was supposed to receive from them for handing over my previous iPhone and using the promotion. after my call to the service center, they recalculated the amount to 77.83$. In the third month, the situation repeated itself and I had to call them again, they recalculated, I talked to them many times, asked them to set off my $***** loan and get the cellular connection recalculated, but every time I call them again. This month, I called them again and talked to their supervisor, they promised to refund the money and deposit the promotion into my account, but the money was never returned, the promotion was not paid and they issued an invoice for the next month in the amount of $102.28 Where I pay $ ***** for a cellular connection instead of $7.75

  Business response

  02/12/2025

  February 11, 2025
  
  
  
  Ms. ***** *******
  ********************************* 16A
  *****************************;
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ****************************** 20, 2025, we received your complaint, dated January 18, 2025, filed with the Better Business Bureau.
  
  You said you traded in your device to receive a loan credit towards your new device. You received a bill for $102.28 and you were informed the discount had not been applied to your account. You were then advised your monthly bill would be around $77.83; however, it was not corrected. You also stated that you were promised a refund, which you never received.
  
  Your account was impacted by a systematic issue that has since been resolved. You will now be billed correctly for the device financing, and a credit of $27.78 was applied to your account on January ******.
  
  A review of your call shows you were not offered a refundyou were offered an account credit, which you received.
  
  We apologize for any confusion.
  
  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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer response

  02/12/2025

  Better
  Business Bureau:
  
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• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  boost mobile is falsely advertising an no payment for the iphone 16 when selecting the infinite access "special deal" option. the final screen displays a 38 finance charge but then also states there is a 27 phone discount. with the 65$ plan and the 500 GB storage costing 11$ extra it should be around 76$ a month, none of the monthly charges are displayed and the verbiage is unclear. then after being charged 89$ tax on top of the 65$ charge for 149$. i receive an email that i then would be charged 104$ a month, with no break down of pricing of WHY im even being charged that much.I then called customer support where i was transferred between several departments before getting to sales department. after being asked to sign a NEW agreement, i then received an email the order couldnt be processed. after being transferred to a fraud department i was told i could not be told why my order was cancelled and thats it, have a nice day. this company has a horrible customer service and no business sense.

  Business response

  02/12/2025

  February 12, 2025
  
  
  
  Mr. ***** ******
  2012 Vinewood St.
  *****************
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear ***************************** 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
  
  You stated that you placed an order for a device on January 16, 2025; however, when you received the confirmation email, the price was higher than expected. You called customer care to cancel the order, and you were advised that it had been and the device would not be mailed out. You then set up a new account to process a new order, but it was canceled by our *************** Team. You then received the original order. You requested that you be able to return this device for a full refund.
  
  When we spoke on January 22, 2025, you advised me that customer care assisted you with setting up a device return. As a courtesy, I provided you with a prepaid shipping label.
  
  On February 3, 2025, I confirmed that the device was received and a full refund of $149.00 issued to your credit card account.
  
  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, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer response

  02/12/2025

   
  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

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Buyer beware of getting ripped off. I purchased a phone and a $30 card to upload on the phone from *******. Seemed simple enough, just insert the sim card and call to activate. After HOURS of being transferred, given multiple toll free numbers and no one with any competence (and not being able to speak to a manager because I didn't have an account)...the phone ICCID was not good and I was told to take the phone back to *******. AND neither Boost nor ******* will refund the $30 card I bought for a phone that I can't activate.

  Business response

  02/11/2025

  February 3, 2025
  
  
  
  Ms. ******* ******
  CA 95376
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ***************************** 17, 2025, we received your complaint, dated January 16, 2025, filed with the Better Business Bureau.
  
  You said that you purchased a phone and a $30.00 card to upload the phone from *******, but it was determined that the ***** was not good and you were advised to return it; however, they refused to issue you a refund. You requested that a refund be provided from Boost Mobile.
  
  Although ******* is among the national retailers authorized to sell Boost Mobile-branded products, they are entirely independent;therefore, any disputes with transactions and purchases made at one of their stores must be handled directly with them. Boost Mobile did not receive any of the proceeds and therefore, cannot issue a refund or credit. We recommend that,if you used a credit or debit card, you dispute the transaction with your financial institution.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  *******************************************;
                  ******,CO 80210
  
                  ****** ********
  
  
  

  Customer response

  02/15/2025

   
  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,
  
  ******* ******
  

   

*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. ↩