Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

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Complaints

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

Customer Complaints Summary

4,975 total complaints in the last 3 years.
1,564 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: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:03/21/2025
Type:Product 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 have been a customer of ******************** for 2 years. My cell phone number with Boost Mobile is ************ I am not happy with the service I received this week.I paid $16.30 for roaming to be added to my account so my phone would work to make calls and receive calls while I traveled to ************** 3/16 - 3/19.However, I did not get the service I paid for. My phone did not work for all 4 days while I was on my trip. I could not call for any emergency assistance, my family could not reach me to make sure I arrived at my destination. No inbound or outbound call service for 4 days.When I arrived back in ***************** on Wednesday I called Boost to make my complaint and demand a refund of what I paid. All I was told is that I could get a $16.30 credit.I did not pay with a Boost Mobile credit, I paid the $16.30 with my Mastercard credit card on Saturday March 15, 2025. I want a refund back to my credit card, not a Boost Mobile credit on my account for failure to give me the customer the service I paid for.
Business Response
Date: 03/28/2025
March 25, 2025

Ms. ***** ******
**************************************
**********, ** 34786

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

Dear Ms. ***************** March 24, 2025, we received your complaint, dated March 21, 2025, filed with the Better Business Bureau.

You said that you paid $16.30 for roaming services to be added to your account while you traveled from March 16, through March *******; however, you indicated that your phone did not work for all four ******** stated that after returning home, you spoke to customer care and requested a refund, but you were told that you would only receive an account credit. You requested that $16.30 be refunded to your credit card.

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.

As a one-time courtesy, a credit of $16.30 was placed on your account due to your issues with global roaming. There are no further credits or refunds due beyond this.

Sincerely,

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

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

             ***** *****
Customer Answer
Date: 03/30/2025

Complaint: 23097391

I am rejecting this response because:
I did not receive the service from Boost Mobile that I paid for. They agreed and accepted my payment but did not provide the agreed service for that payment. Please make sure that this is listed and communicated to others that this is how they conduct business. They accept payment for certain services but do not provide service and refuse to refund the payment for that service. I have now terminated my 2 accounts with ******************** as of 3/29/25 and will convince as many other customers to terminate their business relationships with Boost Mobile and will be sure to let other potential Boost Customers know about my experience so they will refrain from starting service with Boost Mobile. I asked for a refund for services NOT rendered and so I will be sure to give to go public with his experience.

Sincerely,

***** ******
Business Response
Date: 04/04/2025
April 4, 2025

Ms. ***** ******
**************************************
**********, ** 34786

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

Dear *************************** 3, 2025, we received your rebuttal, dated April 3, 2025, filed with the Better Business Bureau.

You maintain that you were unable to use the service you paid for, and you expressed frustration with not being refunded. You indicated that you have since canceled your account.

As previously stated, the Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and nonrefundable, so your request for a refund continues to be declined.Our records show you received an account credit of $17.00 on March 20, 2025; no additional compensation is warranted. We regret that you disagree.

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: 04/10/2025

Complaint: 23097391

I am rejecting this response because: No worries I have made my ****** Review of Boost Mobile very public!

Sincerely,

***** ******
Initial Complaint
Date:03/20/2025
Type:Product 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 lost my phone and purchased a replacement for 149 dollars and they will not let me get into my account to exchange phones
Business Response
Date: 03/28/2025
March 28, 2025

Ms. ******* ****
***********************
Winthrop, MA 02152

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

Dear Ms. *************** March 24, 2025, we received your complaint, dated March 20, 2025, filed with the Better Business Bureau.

You said that you replaced your lost phone, but you have not been allowed access to the account to exchange it.

When we spoke today, you said this account was set up for your niece; however, when she lost her phone you filed a claim with Likewize and decided to give the replacement to your husband and change the number. When you were provided questions by the account verification team, none of them had anything to do with you. You did say that your identity was stolen, but that was ten years ago.

After researching the issue, I was able to determine your identity was verified. I replaced the **** with the correct one and issued an eSIM to the new phone.

I apologize for the inconvenience this has caused.

Sincerely,

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

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

                ****** ********
Initial Complaint
Date:03/20/2025
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.
Date of Transaction: Jan 24 2025 Been a boost mobile customer since June 2023. Have purchased two phones from Boost. Last phone purchase was on the date above. Phone was purchased for my wife. We had recently received news that we will be moving oversees, permanently. Requested my wife's phone to be unlocked. I was told that they are physically unable to unlock my wife's phone as the phone hadn't been in service for 12 months. My first contact with this company, ended in the service *** sending back to back questions and instantly closing out the chat while I was typing, and before I had a chance to respond. Second attempt my wife called spoke to one ***, then spoke to a supervisor who said that they physically couldn't unlock it and then tried blaming her for the purchase because their terms and conditions are public. Tried again the next day in hopes to get someone else, was met with the same information. We paid for this phone in full because she qualified for the upgrade. It wasn't a promotion for new service. Nor did their website warn or advise about mandatory contractual obligations at any point during the search for a cell phone nor during checkout. All in all we have a phone that we need access to because we are moving out of the country, NOT local providers. This move was beyond our control. We are in current standing, never missed a payment and are overall happy with the service. They didn't even bother to offer compensation. We do not appreciate being lied to as if they are unable to unlock it, gaslit or being treated as if we could have helped this unexpected change. We require this phone to be unlocked so that my wife can use the phone we paid for when she is oversees.
Business Response
Date: 03/27/2025
March 22, 2025

Mr. ******* ****
*****************************
*****, ID *****

Re:          BBB Complaint #********
824556661173 -************

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

You said that when you requested for your wife's device to be unlocked (because you are moving overseas), you were advised that it has not been active long enough. You stated that you paid for the device in full and you were not made aware of any additional requirements. You requested that we unlock her Moto Stylus 5G.

The unlock policy (available on our website) states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock it. Because your device has not been active with Boost Mobile for at least 12 months, we cannot unlock it. 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.

Boost Mobile phones can be used overseas, as we offer Global Roaming. Please visit ***************************************************** for more information.

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: 03/27/2025

Complaint: 23093653

I am rejecting this response because: After review of my attached screenshots of the web page dated Friday Jan 24th, the price I paid indicated "Pay Today. No credit check. No contract." By holding my paid for device for 12 months is holding me to a contract. We have been a boost customer for more than 1 year and was told an upgrade was available for my loyal service. I chose Boost to avoid contracts. Had I known that you were not going to abide by your "No Contract" statement, I wouldn't have purchased it.

Sincerely,

******* ****
Business Response
Date: 03/31/2025
March 29, 2025

Mr. ******* ****
*****************************
*****, ID *****

Re:          BBB Complaint #********
824556661173 -************

Dear Mr. *************** March 28, 2025, we received your rebuttal, dated March *******, filed with the Better Business Bureau.

You disagree with our policy and ask that your device be unlocked.

We regret you do not agree with our policies; however, we will not unlock the device outside of our policy.

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:03/20/2025
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.
So on March 19th I went ahead and paid my phone bill of 338 Dollars through the app. After hours of my phone still not being turned on after I paid it I called the boost Mobile company. I let them know about my problem and the first **** I spoke to said that there was still a balance of $154.74 that's still owed on the account so I went ahead and paid that. She said to give it 5 to 10 minutes for the phone to register and then my phone server should be reinstated. After those 10 to 15 minutes my phone was still not on so I called them back and I was told from the **** I was speaking to at differently that my phone number is on my account were not on my account so then she proceeds to look into the situation more she puts us on hold. She then said that she was transferring us to someone that could help us friends on and we said okay so we waited on the phone until we got connected and come to find out that the reason why our phones weren't honest because they decided to suspend the account and canceled the account because of a late payment. Well we let them know that we never received an email of a late payment or a final payment or anything but we do have emails and text messages of them asking us to make a payment for our phones could be reinstated we expressed this concern to them and they still would not give us our money back or give us the service. All they offered us was to have our phones on for 30 days and then to pay the full payment of both phones which my phone would have been $625 and my husband's phone was $675. We understand that in their contract they said after 90 days with no service the close they account but they never told us they were doing so and they still took my money. And we also to her we would be taking this to court for it to be settle.
Business Response
Date: 03/27/2025
March 26, 2025

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

Re:          BBB Complaint #********
760020433802 - ************

Dear Ms. **************** March 20, 2025, we received your complaint,dated March 19, 2025, filed with the Better Business Bureau.

You said that you made payments to restore your service, but it has not been reactivated. You also stated that you have received conflicting information as to why your service is *************** requested a refund or to be provided with the service.

A review of your account reveals that it has been disconnected since February 24, 2025, due to non-payment. On March 19, 2025, we received two payments from you that covered your past-due charges. There are no funds available on your account to refund.

Due to the amount of time that has passed, your phone number may be unrecoverable. If you wish to reactivate with a new phone number, please contact me directly at **************.

Sincerely,

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

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

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

Customer Answer
Date: 03/27/2025

Complaint: 23087675

I am rejecting this response because:
They have yet to figure out anything! At this point I just want my refund back! I attached the pictures of them previously asking for a payment to turn our service on even past the date of it being somewhat "closed" or a " canceled account".
Also they have audio recordings of them admitting to the mistakes and what the first and second **** we talk to didn't know about our account being cancelled because like the manager said "the manager is the only one who can see if a account is closed or not. That's why the first two ladies we spoke to didn't know if our account was closed or not cuz they couldn't see it"
At this point if I don't get my money I'm taking this to court!
Sincerely,

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

Business Response
Date: 03/31/2025
March 29, 2025

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

Re:          BBB Complaint #********
760020433802 -************

Dear Ms. **************** March 28, 2025, we received your rebuttal, dated March *******, filed with the Better Business Bureau.

You rejected our response stating that you want your money back because we made mistakes on your account.

A review of your account's billing reveals no errors; however, the problem started when you did not pay your bill. You made a payment on November 21, 2024, and did not make another one until March 19, 2025. Additionally, as noted before, there are no funds on your account to refund; the credit was added in error and will be removed.

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: 04/04/2025

Complaint: 23087675

I am rejecting this response because:
The time still doesnt add up! Even if we went past the date to pay our bill or whatever THEY STILL DIDNT SAY ANYTHING TO ME TIL AFTER THE PAYMENT WAS MADE!
I have all the proof through text, email, audio and video to prove they did not explain anything to me or my husband til AFTER the payment was made!
Im personally getting my lawyer and we will see them in court! Cause at this point its ridiculous that everyone is still missing the point here! THE POINT IS THEY LIED AND TOOK MY MONEY WITHOUT PROPERLY EXPLAINING ANYTHING ABOUT MY ACCOUNT TIL AFTER THEY TOOK MY MONEY!

Sincerely,

******* *****
Initial Complaint
Date:03/20/2025
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 bought a phone off of boost mobile app towards the end of December.Towards the end of January, the phone went into SOS mode. Weve contacted customer service ever since for about a month.A couple times they have sent us a new SIM and it worked for a day or two and then would go back into SOS mode. They asked us if we have recently reported it stolen and we explained we have not and that the phone is proven to be bought and being paid off through the app by us. Boost keeps telling us that the phone IMEI is on the black list and they are not able to help us out and that they are not able to give us a new phone nor stop the payments for this phone.They asked us to go to ***** and we traveled 4 1/2 hours to an Apple Store just to see if theyre able to do anything they said that they were not able to do anything in that the carrier was supposed to. Now we are paying off a phone that is not able to be in used , and they are refusing any type of reimbursement or even a new phone.
Business Response
Date: 03/27/2025
March 26, 2025

Mr. ******** Bistani
***********************
******************

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

Dear Mr. ****************** March 21, 2025, we received your complaint, dated March 20, 2025, filed with the Better Business Bureau.

You said that you purchased a phone from our website at the end of December 2024; however, at the end of January 2025, the phone went into SOS mode and was blacklisted and locked due to fraud. You stated that you were advised by a representative to visit an Apple store for assistance, but ***** referred you back to Boost Mobile. You indicated that you paid off the phone and you requested that it be removed from the blacklist.

As stated in my email today, the phone has been removed from the blacklist and is now available for use; however, it will not be unlocked until you provide proof that it has been paid in full.

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: 03/28/2025

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,

Abdullah Bistani
Initial Complaint
Date:03/20/2025
Type:Customer Service 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 4 phones Boost Mobile when my original phone was broken. I only purchased these cellphones because it was an emergency matter with ADT and I needed the phones to be able to control my security system. I tried approximately a week ago to transfer my new phones to my regular carrier Consumer Cellular only to find out that Boost had my phones locked, and when I called Boost I was told that I had to keep service with them for one year, even though I purchased the phones outright. The phones were then shutdown and I was out of money for them, then after a week my card was charged for $183.96, I called Boost and was told that I couldn't get a refund even after I told them that I didn't authorize that charge and the phone service had been disconnected for over a week. My telephone number associated with the Boost mobile account is ************, I only want all four of my phones unlocked and a full refund for the funds that they took from my card.
Business Response
Date: 03/27/2025
March 24, 2025

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

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

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

You expressed concern with your devices being locked by Boost Mobile, as you maintain that you purchased them outright. You also stated that you canceled the service, but you were still charged $183.96. You requested that the phones be unlocked and that a refund be provided.

The unlock policy, which is also available online, states that your device must be active with Boost Mobile for 12 consecutive months before we can unlock a device. Since your devices have not been active with Boost Mobile for the required timeframe, they are not eligible to be unlocked.

Boost Mobile offers devices at a highly discounted rate,which is why we require customers to have their device active with us for 12 months. The **** (Manufacturers Suggested Retail Price) for a ******** Razr is currently $599.99 and $169.99 for a Samsun Galaxy A15. You can provide a copy of your receipt via email to me at ****************** showing that you paid the full **** for these devices for further review.

Additionally, our records show that all four lines are still active. Per the Boost Mobile terms and conditions, any 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. To cancel the lines,please call customer service at **************.

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

***** Laslo
Initial Complaint
Date:03/20/2025
Type:Product 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 ordered a phone on March 3rd, the order was canceled by Boost Mobile March 4th. I was told the money should be issued back ***** hours. It is now March 20th and I have yet to receive my money.
Business Response
Date: 03/27/2025
March 25, 2025

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

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

Dear Mr. **************** March 21, 2025, we received your complaint, dated March 20, 2025, filed with the Better Business Bureau.

You said that you ordered a phone on March ******; however, Boost Mobile canceled the order on March 4, 2025. You stated that although you were told a refund would be provided in 48 to 72 hours, you have not received it.

There are instances in which the refund process can be delayed while it is determined if an automatic repost will occur. If not, it will need to be done manually. Our records show that a refund was issued on March 22, 2025. However, on March 24, 2025, a dispute was received from your card issuer; therefore, you may receive a double credit. If this occurs, you will be required to return the overpayment.

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

                ****** ********
Initial Complaint
Date:03/19/2025
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 are very rude people and I paid my phone bill on February 19th and boost Mobile is supposed to be month to month they've done this 4 months in a row now to me they shut me off on March 19th at 1:30 p.m. when I paid for a month which would have been the whole day of March 19th didn't even give me time to pay my bill before shutting me off if I paid my bill on February 19th I should have had until March 19th at midnight before they shut me off so they are stealing a day for me that I paid for and I actually called and tried to resolve the issue and the lady pretty much told me that it was my problem and there was nobody there to talk to me that was higher than her cuz she was a supervisor and I went to go ask her her name and badge number she hung up on me I have been boost customer for about 20 years now and I have never had any issues with them except for the last 4 months when they have taken days away from me that I paid for I would like a refund of my money and I will no longer be a boost customer I have 4 lines with ********************** and I'm taking off one of my lines somewhere out their customer service are rude people and they are not willing to help you or listen to what you got to say or understand what you got to say they just hang up on you I asked her to credit my bill for the days that they took for me that I paid for that I should have and she told me it wasn't going to happen and I'm not understanding why they are shutting people's phones off at 1:30 in the afternoon when they paid for a month they're not even giving you a whole month they're stealing a day from you and they've done it 4 months in a row
Business Response
Date: 03/27/2025
March 25, 2025

Ms. ******* *****
*********************
********, MI 48625

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

Dear Ms. **************** March 21, 2025, we received your complaint, dated March 19, 2025, filed with the Better Business Bureau.

You said you paid your phone bill on February *******, and Boost Mobile has been shutting off your service early each month,despite you paying for the entire month. You maintain that this has happened the last four months. You stated that when you called customer service to resolve the issue, the supervisor was unhelpful. You requested a refund.

The Boost Mobile terms and conditions state that your service will be interrupted if you do not maintain an account balance for prepaid services.For example, if you are on a monthly prepaid plan, your account balance will be due every month on the day and time (within the hour) that you signed up for service. Please visit ********************************************************************* for further information regarding payment conditions.

Our records show no indication of service issues from November 2024, to your recent interaction on March 19, 2025. On March 20, 2025 (your bill due date), a payment attempt of $124.00 was made through our automated system at 4:08 PM, but failed. Another payment attempt was made through the same method for $124.00 at 4:22 PM with a different card, and was successful,restoring your service.

Sincerely,

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

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

             ***** *****
Initial Complaint
Date:03/19/2025
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.
In Feb I bought a plan from boost mobile. They were to send the *** card. I never received it. I downloaded the app and it had 2 lines order and the next payment date. Order said in progress. I checked the tracking and it had been sent to ************************************* and sent back to sender. Reason, they didnt deliver to P o box. My address was general delivery ************. why did they take my money if they didnt deliver to a P.O. Box? I called boost mobile and they said they needed a physical address. So I gave them one. Waited for a week still no package. I checked tracking. Nothing had been down since 3/4/2025, same date as the first one. Called again on the phone for 2 hours. Spoke to 6 different people one of them telling me they had received the *** card Back 9 days ago. He would pass to someone who could refund my money. Talk to to more people after that that completely knew nothing of what the person prior to them had done or said. Ended phone with no resolution besides its going to the back room for them to look it over and refund my money. My id is *******. They owe me 64.15$
Business Response
Date: 03/27/2025
March 25, 2025

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

Re:          BBB Complaint #********
99510082553166 - ************

Dear ***** ****:

On March 21, 2025, we received your complaint,dated March 19, 2025, filed with the Better Business Bureau.

You said that you purchased two *** kits, but you did not receive them. You requested a refund.

My attempts to contact you by phone on March 22 and 25, 2025, were unsuccessful; however, I was able to leave a voice message on each attempt.

A review of your account reveals that the *** kits were delivered and one of them was activated on your account.Therefore, a refund is not warranted.

If you need additional assistance,feel free to contact me directly at **************.

Sincerely,

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

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

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

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