Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Initial Complaint
01/28/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/11/24 I brought a new phone to be activated to local store for service. They were not able to activate new phone. Not being able to gain use of new phone I cancelled service and returned the phone by mail to company. I received a credit of $83.75 on 12/24/24 for returned phone. On 12/31/24 I was charged a monthly fee of $65.26 for service through 1/15/25. I spoke to representatives of Boost ***** on several occasions requesting the refund only to be told that the service was available and not responsible that it wasn't used.
Business response
02/19/2025
February 4, 2025

Ms. ***** ******
**********************
*******************

Re:          BBB Complaint #********
64233745891203 - ************

Dear ***************************** 29, 2025, we received your complaint, dated January 28, 2025, filed with the Better Business Bureau.

You said that you paid for a device and a month of service; however, you canceled your account and although you received a refund for the device, you were not refunded for the service.

When we spoke, I advised you that your account did not qualify for the 30-day money back guarantee, as you did not port in a phone number. However, in the interest of customer service, I agreed to refund you $39.78 to honor the full refund.

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
02/19/2025

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
01/28/2025
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They have prices online for in store deals and pricing for iPhone 15 if you bring your own line:number the price will be ******. EVERY STORE IN ******** IS CHARGING ****** they dont honor the false advertising online and they tell u order online and online says go in store. Why have pricing online if the store manager can create their own? Its FALSE ADVERTISING!!!
Business response
02/21/2025
February 21, 2025

Ms. ****** ********
*******************
*********, IL 60083

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

Dear ******************************* 29, 2025, we received your complaint, dated January 28, 2025, filed with the Better Business Bureau.

You stated that in-store pricing for the iPhone 15 in ******** does not match the advertised online price of $149.99 when you bring your own line. Instead, these stores are charging $349.99 and refusing to honor the online price, directing you to order online; however, the website instructs you to visit a store.

When we spoke today, I advised you that we would investigate these retail locations to find out why they are charging an amount above the advertised price. As a resolution, I offered to lower your daughter's plan from the $60.00 plan to the $25.00 plan. I also applied a one-time $50.00 credit to the account. You accepted this resolution.

We apologize for any inconvenience this may have caused.

If you have any further questions or concerns, please feel free to contact me at **************.
Sincerely,

****** ********
Manager - Retention Operations
Executive Escalation Team
Boost Mobile, L.L.C.

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

Customer response
02/22/2025

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
01/27/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Boost Mobile. I purchased an account, wasn't able to activate as advertised. Spent 5 hours on the phone trying to cancel account, get a refund. I wasn't able to activate the account after trying multiple times even with customer service trying to. Their answer was, "We cannot give a refund if you haven't activated the service." This was after THEY tried to activate.
Business response
02/19/2025
February 12, 2025

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

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

Dear **************************** 27, 2025, we received your complaint, dated January 27, 2025, filed with the Better Business Bureau.

You said that you were not able to activate an account, and you spent several hours on the phone trying to obtain a refund.However, you were told that a refund could not be issued until the account is activated.

I have reviewed the account records and submitted a refund request for the initial payment of $13.79.

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
02/19/2025

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
01/26/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
01/9 Joined Boost Mobile, purchased iphone through their site, 4 days later received the phone and thats when the nightmare begin. I called to activate my line and was told that they are having an issue transferring my number from my previous carrier, Its 01/26 and still they cant transfer my number, today I received a bill from Boost Mobile but my number is still active with my previous carrier . They told me that I can get a new phone number I said no thank you, today I received an email that my account has a new number, I called to cancel but they say I cant . I just want Boost to take the phone that they sent me , refund my money and leave me a lone, I do not want to join them any more. Its been 17 days since I joined them and they can Port my number. They also had a phone conversation with my previous carrier and they told Boost the number can be transfered, not sure what is teh problem, but you know what? Its not mine, after 17 days and 100 phone calls I gave up. I just want my money back and go to a different company
Business response
02/21/2025
February 21, 2025

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

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

Dear Ms. *************** January 27, 2025, we received your complaint, dated January 26, 2025, filed with the Better Business Bureau.

You said you joined Boost Mobile on January 9, 2025, and purchased an iPhone that you received four days later. However,while trying to activate your line, you were told that we were having issues transferring your phone number from your previous carrier. As of January 26, 2025,you still were not able to transfer your number, and you received a bill despite the number remaining active with your old carrier. After multiple calls and 17 days of frustration, you requested to return the phone, cancel your account and receive a refund.

After working closely with our porting team, your phone number ending in 4132 was successfully ported in and is functioning correctly.

When we spoke on the phone today, you let me know that while this process has taken longer than you would have preferred,you are happy that you are now able to use your new iPhone with ************************ said that you would contact me if you have any further issues, and you thanked me for the resolution.

We regret 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
02/22/2025

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
01/25/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
01/24/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a ******** Edge+ from Boost Mobile in October 2023, using it until January 2025. After a chargeback for a defective phone from Boost in December 2024, they suspended my services despite prepaid service until February 2025. Failing to assist in returning the faulty device within warranty, I contacted my bank. Boost's suspension led me to temporarily use Safelink Wireless. Boost denied providing an unlock code when I switched ****. Despite 15 months of use, Boost claimed my device was never activated with them, insisting I wait a year for an unlock. They altered my online account, showing two identical devices. Frustrated by Boost's unethical behavior, I seek an unlock code for my device, rightfully mine for over a year. I request fair treatment and the necessary information to use my device with another carrier.
Business response
02/17/2025
February 10, 2025

Ms. ******** Bermudez ******
I16 *********************
******, PR 00646

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

Dear Ms. ******** ******:

On January 24, 2025, we received your complaint, dated January 24, 2025, filed with the Better Business Bureau.

You said that you purchased a ******** Edge+ on October 23, 2023, and you requested that it be unlocked, but you were denied because it has never been activated,which you disputed because you have been using this phone.

We communicated via email. You confirmed that you have successfully unlocked your phone and consider the issue resolved.

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,

******** Bermudez ******
Initial Complaint
01/23/2025
Complaint Type:
Product Issues
Status:
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.
Dear Boost Mobile Corporate Office,I am writing to file a formal complaint regarding my recent iPhone 16 purchase and the associated services. Since purchasing the phone, I have experienced significant daily service issues, including dropped calls, slow data speeds, and an inability to maintain a stable connection regardless of my location. Additionally, I was offered a promotion for 5 months of free service, which has not been honored.Despite numerous attempts to contact customer service, I have been unable to resolve these ongoing issues. Furthermore, I was informed by a Boost Mobile representative that the installment plan for the iPhone 16 would be transferred from phone number ************ to ************ within 24 hours, which has not been completed.Due to these ongoing service issues and the failure to transfer my installment plan as promised, I am requesting a full refund for the device and cancellation of the associated installment plan payments. Please provide instructions on how to return the device, including how to obtain a prepaid shipping label and packaging. Please also specify which carrier ************ or ***** should be used for the return. I do not wish to be held responsible for any penalties or fees associated with returning the device or canceling the installment plan.I kindly request that you contact me directly at ************ to discuss returning the iPhone 16 and resolving these issues.Sincerely,****** **********
Business response
02/14/2025
February 12, 2025

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

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

Dear ********************************* 23, 2025, we received your complaint,dated January 23, 2025, filed with the Better Business Bureau.

You said that since you bought an iPhone 16, you have experienced dropped calls, slow data speeds and unstable connections. You also said that a promotion for five months of free service was not honored. In addition, you were told that the installment plan would be transferred to a new phone number, but it was not. You requested a full device refund, instructions for returning it and cancellation of the installment ******** also requested to avoid penalties or fees for the return.

When we spoke on the phone today, you informed me that your issue has since been resolved. You also said that you ran into some SIM card issues, which I gave you potential resolutions for.

We regret any inconvenience this may have caused.

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

              ***** *****
Initial Complaint
01/22/2025
Complaint Type:
Service or Repair Issues
Status:
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.
My phone broke which I use 4 med device 4 severe hypoglycemia. alerts my drs ************ when blood sugars drop 2 52. As is life or death situation. 1st when ord'd phone was told phone would arrive in 3 days. The phone arrived Jan 8th. Attempt'd to activate per instructions in box,a qr code. got an error stating was already used. on chat said it couldn't b activated for 24 hrs due 2 old phone not being active, not true as I was recv,n texts saying boost was trying to Port #. Told them give me a new # was again told not for 24 hours. called on phone got a man named ******* who was absolutely wonderful. He was able to get my phone up and working. Had phone not 1 day, cat knocked it off counter broke the screen. Called ins. They only do ***airs by mailing device in. Again, I told them this was a med emergency asked if there was local place was told no. Sent phone out to *** on 10th boost *** attempted to use a sim card to get my old phone up for med reasons. This didn't work. called on 16th to find out status of phone as I have now been without any med assistance in emergency. Was told phone was sent back. But she could not verify was fixed. Asked 4 supe. Found phone was not sent back. Boost had not received yet. Today got my phone. Had to change it back to ***************. *****, ***** and **** all told me have to wait despite ***eatedly telling them this is a med emergency. **** even went as far as stating he doesn't care when I mentioned med emergency. I asked for a supe got same 1 as before told me to wait 24 hours. I asked if I could cancel acct & reopen. She said yes this would work 2 get phone working now instead of 24 hrs. but would need to pay 1200 for phone first. Asked if I could open a new line and transfer this phone to new line. Told no as the phone is locked. I lost connection with boost at this point.
Business response
02/14/2025
February 11, 2025

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

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

Dear ***************************** 23, 2025, we received your complaint, dated January 22, 2025, filed with the Better Business Bureau.

You expressed concern with the following:

New device delivery time
Activation
Device repair/timeline
Customer service
Credit

You said your device broke and your new one did not arrive when you expected. Standard orders placed before 1:00 pm EST are delivered within 1-5 business days. You can use the tracking information to find your order. Your device was delivered within this timeline on January 7, 2025.

You indicated that you had to activate with a new phone number. Boost Mobile reserves the right to fix the service and to investigate and/or attempt to resolve these technical issues. We cannot guarantee that any technical issue we encounter can be resolved. We apologize for any inconvenience.

You expressed frustration with having to mail in your device for repairs, and with the timeline. To ensure quality, all repairs must be completed through an authorized repair partner provided and chosen at the time you file your ************ locations may not be available everywhere, so you will need to mail in your device. In most cases, it will be repaired within 3-5 business days from receipt and returned to you via next business day delivery.
You mentioned your dissatisfaction with the timeline to update your network. When we spoke, you confirmed your service is working; however, you were not receptive to the information I provided, so you ended the call.

You stated that the customer service you received did not meet your expectations. We strive to provide excellent service and we regret that your experience was unfavorable.

You requested a credit to cover your bill. Your request is denied as unwarranted.

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

****** ********
Initial Complaint
01/21/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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:
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.
I walk in the boost mobile store with my ID and social and they dont want to give me my acct# and transfer pin because I fail the question that was not pertaining to me and now their being rude and I just want my phone number
Business response
02/14/2025
February 6, 2025

Ms. ******* ****
********************************
Fuquay Varina, ** 27529

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

Dear *************************** 22, 2025, we received your complaint, dated January 21, 2025, filed with the Better Business Bureau.

You said that you visited a Boost Mobile store and provided your ID and Social Security Number, but they refused to provide your account number and transfer PIN. You request a refund.

When we spoke today, you confirmed that since filing the complaint, you were able to port your phone number out. You also confirmed the location of the store is ******************************************************************************************. I informed you that we will look into this matter internally.

A refund for $6.19 was issued on January 29,2025.

We apologize for any inconvenience this has caused.

Sincerely,

***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

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

                ****** ********

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