Complaints

This profile includes complaints for Boost Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  1507B Spring Hill Ave Mobile, AL 36604-3206

• 

  Boost Mobile

  235 N Tyndall Pkwy Panama City, FL 32404-6433

• 

  Boost Mobile

  1420 Paramount Dr Ste B Huntsville, AL 35806-2834

• 

  Boost Mobile

  8911B Pensacola Blvd Pensacola, FL 32534-1928

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:03/21/2025

  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.

  My husband went to boost Mobile for a phone plan. The plan he signed up for was for $25 a month forever. In order to get this plan, he had to pay full price for a phone at their store... Which he did. This was done on 2/20/25. The total cost for the paid in full price for a new phone from their store, activation fees, SIM card, the first month service, etc. came to $171.66. When he went to pay his phone bill for the following month, it showed that his plan was $50 a month. We called customer service and they told us to go back into the store. We went back into the store, and the clerk stated it would be no problem to fix, and that he should indeed be on the $25 a month plan! When she tried to fix the problem, she blamed the computer for not allowing her to do so. She stated that his plan is $50, it was the computers fault, and there was nothing she could do. We asked for a full refund of the total price, because they fraudulently advertised a plan that apparently does not exist. She claimed she couldn't do anything to fix it or make it right. The next day we contacted customer service again and explained the situation, asked them to put the plan at $25 a month, because that is what he signed up for. They would not accommodate. They always blame the computer for their mistakes. We then asked them to unlock the phone so we could go elsewhere. They said we had to wait for one year. The sign in the store, to date, clearly states they have this $25 plan as long as you buy a phone from them for full price... Which is exactly what he did. Between going back to the store and speaking to customer service on the phone, all we requested was that the plan he signed up for... Which is $25 a month... is honored. Refusal to help us at every turn. This is absolutely fraudulent, and they are outright lying to their customers.

  Customer Answer

  Date: 03/21/2025

  I received an email from you regarding complaint number ********. This matter has been resolved as of today. I am not requesting any action at this point. You can let the company know it was resolved. Thank you

• Initial Complaint

  Date:03/14/2025

  Type:Delivery 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 am filing a complaint against Boost Mobile regarding an order I placed on February 27, 2025. As of today, I still have not received my package, which is well past the estimated delivery date.The tracking number for my order is 1Z52A2591225464953. Upon checking the status, I see that there has been no movement since March 8, 2025, when *** received the package from Boost Mobile. This delay has caused me a significant inconvenience, as I am currently without a phone.The Boost Mobile **** have not been very helpful. I am requesting a full refund for my order due to non-delivery. I expect Boost Mobile to take responsibility for this issue and process my refund as soon as possible. Please provide an update on how this will be resolved.Thank you for your prompt attention to this matter.

  Customer Answer

  Date: 03/20/2025

  Hello, my claim number is ******** and I am contacting you because I would like to close my claim. *** delivery my package today from the merchant. Thank you for your help.

• Initial Complaint

  Date:03/04/2025

  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.

  Boost mobile device that was not working properly phone caught on fire. It was in the *** return packaged. Wasn't charging or anything. Building I lived in could've caught on fire. I called boost to explain or submit photos the phone got "disconnected" I'll be uploading pictures on social Media also to warn others. I

  Business Response

  Date: 03/10/2025

  March 5, 2025
  
  
  
  Ms. ****** ******
  *****************************
  ****************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ***************** March 4, 2025, we received your complaint, dated March ******, filed with the Better Business Bureau.
  
  You stated that your Boost Mobile device was not working correctly and caught on fire when you were trying to return it. You requested assistance.
  
  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 structures. As 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.
  
  Boost Mobile provides cellular telephone service for many brands, but we did not produce your device. It was manufactured by *********Please contact them directly for assistance with the malfunction of your device.
  
  Sincerely,
  
  
  
  ***** *******
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****

• Initial Complaint

  Date:02/28/2025

  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 purchased a upgrade on 1/25/2025 paying $185.00, under he impression it would replace my current phone on my line. When my phone arrived I called the activation line and I was told that I purchased a second line instead of upgrading my main line. The representative told me it was no issue, she could open a ticket to cancel the second line, leaving me with one line and my brand new phone. From 1/31 -2/28 I called non stop for a update worried I would be charged a late fee for not paying my bill that was due on 2/11. Initially I was told don't pay any bill until my ticket was resolved and my lines were corrected. On 2/28, I received a bill for $274.11. Before my upgrade my bill was $32.20; once upgraded with 1 line it was supposed to be $85. I was confused, emotionally drained and I demanded answers. I was told by the supervisor that because I opened the second line I was liable for the bill. He said, the ticket that was submitted was to move my loan over to a new number never to correct my issue I complaint about. I asked for an investigation and to review the call where I submitted the ticket; he very rudely enforced it was my fault and there was nothing he could do. I demand answers because I feel the company is taking advantage and not being accountable for their actions, I was told my issue could be resolved but I have to pay the bill first, but I reported this issue to be address almost a month ago. I need help, I want to know how to move forward, I have all my initial paperwork but, the phone call from 1/31 would definitely issue. As of 2/28 my ticked has been closed but no resolved.

  Customer Answer

  Date: 03/03/2025

  This issue has been resolved, thank you for your help.

• Initial Complaint

  Date:02/28/2025

  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.

  Around November 2024 I purchased two phones on boost Mobiles credit plan and also receive service. I was under the impression they serviced my just fine. I got the phones on payment plans and I activated service. My Son s was activated more in November 20 24 and my iPhone 16 Pro Max activated around December 2024. Weve had nothing but problems bad service you name it. Delayed text messages from multiple people/companies sometimes text messages does not even come through. The phone could be right in front of me andsomebody could call me directly at that moment and it goes straight to voicemail on their end and does not ring with me. Looking at the on. Ive had so many missed important Calls. A lot of times the phone stays in SOS or we jump back to one tower then back to SOS I said everyday struggle. Ive called boost mobile times. You could see that theres a call record of me complaining about the lousy service. The last time I called They sent me through three or four different people. The last one said hold on he had to do some adjustments on his end andthen the phone should be fine. As soon as he did that yes the phone worked excellent like it should have for the first 24 48 hours then boom it went right back. So Im taking that was just a short temporary Band-Aid fix just to satisfy me at the moment. I missed ******* doctors phone call yesterday. Ive missed his speech. Evaluation phone call that I was supposed to get yesterday. Several people has told me tried to call and it went straight to voicemail when I know my phone was on. Im at the point I cannot deal with it no so yes I went to another carrier when I went to the other carrier, I wanted to keep my phone number because of my disabled sonand all of his appointments. I had to go through three or four people just to get the port out pan from boost mobile and then they still wanted to to fix my phone again , just to shut me up .

  Business Response

  Date: 03/10/2025

  March 5, 2025
  
  
  
  Ms. ***** ****
  ************************************************************************************;
  
  Re:          BBB Complaint #********
                  ************ -************
  
  Dear Ms. *************** March 5, 2025, we received your complaint, dated February 28, 2025, filed with the Better Business Bureau.
  
  You said that you started service on February 11, 2024. In November 2024, you upgraded to an iPhone 16 Pro Max for yourself and an iPhone 15 for your daughter. Since then, you have experienced delayed text messages,several dropped calls, and some calls with no rings or going immediately to voicemail. You also said your phone is constantly in SOS mode and it does not say we are the carrier. No one from Boost Mobile has been able to resolve these technical issues. You requested that we unlock your device or release you from your contract.
  
  When we spoke on the phone today, I told you that I would make an exception and allow the return of the iPhone 16 Pro Max device (as long as the device is in good condition) voiding the remaining finance contract. I also informed you that in order to have the iPhone 15 device unlocked, you would need to pay the remaining balance. You declined my offer, then ended the call after I gave you my contact information.
  
  Sincerely,
  
  
  
  ********* ********-***
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  **************************************
                  ******,CO 80210
  
                ***** *****
  

• Initial Complaint

  Date:02/27/2025

  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 added a hotspot a week before my bill was charged a full month use of the hotspot. It said it would add it on my next bill. Then I get charged a full month of another hotspot for this bill. I canceled the hotspot, and told customer service to refund it and prorate the week of use of the hotspot as I did not have it the full month. **************** failed to provide any resolution then to just pay it.

  Business Response

  Date: 03/13/2025

  March 4, 2025
  
  
  
  Mr. ****** *********
  *****************************************************
  **********, ********
  
  Re:          BBB Complaint #********
  46135184996170 -************
  
  Dear Mr. ******************** February 28, 2025, we received your complaint, dated February 27, 2025, filed with the Better Business Bureau.
  
  You said that you added a hotspot a week before your bill was due and you were charged for the full month. You removed the hotspot and requested a refund, but it was denied.
  
  If a service is terminated before the end of your invoicing cycle,we will not prorate charges to the date of termination and you will not receive a credit or refund for any unused services.
  
  I applied a $20.00 credit to your account as an exception.
  
  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

  Date:02/26/2025

  Type:Delivery 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 purchased a phone with Boost on either February 19th or the 20th of this year I received an email on the 20th saying that my order was received and within 24 to 72 hours I will receive a tracking number today is the 26th and I have no tracking number I have called three times and spoken with three different employees who not only could not help me with my situation but also will not allow me to cancel my order for whatever reason and belittled me on the phone on a line which is definitely recorded and made me feel worse than I already felt dealing with an already frustrating situation I want to cancel the order as I have told them twice and receive my money back seeing that they lied about what they were going to do for me.

  Business Response

  Date: 03/13/2025

  February 28, 2025
  
  
  
  Mr. **** ******
  *************************
  *********, ********
  
  Re:          BBB Complaint #********
  12835289808704 - ************
  
  Dear Mr. ***************** February 27, 2025, we received your complaint, dated February 26, 2025, filed with the Better Business Bureau.
  
  You said that you called in to cancel an order but was told it cannot be done. You want the order canceled and a refund issued.
  
  I requested that your order be canceled and a refund of $13.60 will be provided. 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
  
                  ****** ********

• Initial Complaint

  Date:02/26/2025

  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.

  Boost mobile, owned by ************ (registered as *************, currently merged with ******************** and address of registration ******************************************* ENGLEWOOD, ** *****) charges customers without their consent; I was fraudulently charged in the amount of around $300 on 2/26/2025. On 2/24/2024, I purchased a sim and their one-year plan through their webpage. I activated the number and used it for the period of one year. Two days before expiry I took the sim out of the phone and stopped using it.On 2/26/2025, I received an email at 9:01 AM from Boost Mobile stating a charge of around $300 was put on my credit card. I called the number provided, ************** and asked them to refund the amount and cancel my service. I informed them that I did not authorize the charges at any point. First, they sent me through a verification using my credit report. Then they said that the charges were incurred since I had autopay and they can remove it. They removed the autopay and I received a confirmation of such at 10:05 AM. Then I was transferred to another agent who informed me that they cannot refund the charges. They claimed that I had signed up for the autopay.I checked my records with Boos Mobile and found:a)I never had an online account with Boost Mobile b)I simply activated the sim card and used it c)Since I never had an online account there was no records of signing up for autopay neither there was confirmation email that autopay was signed up for d)Any confirmation of autopay was never sent to me e)The autopay is done by Boost mobile using their own IT service without the customer knowing it or having any notification of such before deducting money.Around noon, I called Boost Mobile again and requested them to terminate my account. They refused to do so on the date, today, 2/26/2025;We were all aware of fraudulent practices of DISH Network and this is a continuation of such practice.

  Business Response

  Date: 03/13/2025

  February 28, 2025
  
  
  
  ******* ********
  ******************************************
  ******,********
  
  Re:          BBB Complaint #********
  451499130159 - ************
  
  Dear ******* ********:
  
  On February 27, 2025, we received your complaint, dated February 26, 2025, filed with the Better Business Bureau.
  
  You said that you initially agreed to an annual service plan; however, a couple days before the year expired, you removed the *** and stopped using the service. You expressed concern your credit card was debited for another year of service when you never agreed to automatic payments. You requested a refund.
  
  When we spoke by phone, I advised you that when you initially signed up you were required to provide a credit card as a payment method, which is disclosed in our terms and conditions. I further explained that removing the *** from the device does not close your account. The ******************** 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. However, I offered a refund of $277.10 to settle this nonetheless, which you agreed to as a resolution. 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 Answer

  Date: 03/13/2025

   
  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,
  
  K *******
  

   

• Initial Complaint

  Date:02/26/2025

  Type:Delivery 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 placed a order through the boost infinite program on 02/14 for iPhone 16 pro Max it says two three business days to receive order when you place order I did the credit check which verified as was eligible to purchase the phone. I continued to place the order it charged my card n sent a email stating they received my ********** was processing. On the 15th I received a email stating once my order was shipped out I would receive a confirmation email and tracking number. On 02/21 i received a email stating they couldn't process my order and to give them a call so I did they explained to me the phone was on a backorder but I should expect it soon and not to worry I let the days go by just trying to forget bout it till it came but a week had already passed and there were no updates on my order so I reached out yesterday to see what was going on and I was told my order was cancelled and I wasn't notified of it at all when I ask why it was cancelled there was no explanation they all said the same thing we can't disclose the reason for the cancellation. Why was I even approved to place the order for the phone for y'all to cancel it a week ina half later without notifying me .

  Business Response

  Date: 03/13/2025

  February 28, 2025
  
  
  
  Ms. ******** *****-*****
  ****************
  **********, ** 15235 
  
  Re:          BBB Complaint #********
  298773099970 - ************
  
  Dear Ms. ********************** February 26, 2025, we received your complaint, dated February 26, 2025, filed with the Better Business Bureau.
  
  You said that you placed an order for an iPhone 16 Pro Max, but then the order was canceled. You have been given conflicting information as to why the order was canceled.
  
  A review of your account reveals that your order was canceled by the Consumer Protection Team, and we advised you to contact them for an explanation. You spoke with them on the February *******. They explained why the order was canceled and that a refund would be issued.
  
  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

  Date:02/25/2025

  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.

  2-7-2025 @ 1:30pm - Received cell phone from Boost Mobile. Paid $63.00 for cell phone. I was told that I would be provided a list of phone numbers from the agent over the phone and also when I activated the phone. After the activation I was assigned a phone number that I was dissatisfied with. I got in touch with customer service and the issue was not resolved and I returned the phone.2-7-2025@4:30pm - I returned the cell phone back to ***** Mobile.2-12-2025 - Received Refund for $63.00. for the return of the Cellphone.2-21-2025 - Boost Mobile charged my credit card $38.70 for 1 month of service, which I DID NOT receive., because I returned the cellphone I called Boost mobile and was transferred numerous times only to find out that they did NOT deactivate the cell phone number and refused to refund / reverse the charged of $38.70 for a service that I never received.I want my $38.70 refunded back to me for a service that I did not receive, and it was not my fault that they did not deactivate the assigned number of the cell phone upon its return and fraudulently charge me 10 days later for cell phone usage service with full knowledge that they received the cell phone back and refunded me the money back for the cell phone.

  Business Response

  Date: 03/21/2025

  March 20, 2025
  
  
  
  Ms. **** ********
  **********************************************************************
  
  Re:          BBB Complaint #********
                  ************** - ************
  
  Dear Ms. ******************* February 26, 2025, we received your complaint,dated February 25, 2025, filed with the Better Business Bureau.
  
  You said that you canceled your service and returned the phone because you did not receive a phone number you were satisfied with; however, you were still charged $38.70. You requested a refund.
  
  Our records show that you disputed the charge with you card issuer, which we accepted and the funds were returned. Therefore, a refund is no longer necessary. I also deactivated autopay to prevent funds from being pulled in the future.
  
  Sincerely,
  
  
  
  ***** ********
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** / ******* Better Business Bureau
                  ***************************************************;
                  ******,CO 80210
  
                  ****** ********
  
  

  Customer Answer

  Date: 03/23/2025

   
  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,
  
  **** ********