Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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Complaint Details
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Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Sunday dec 7 I went to buy a phone from boost mobile using online well I paid the ****** and my order was canceled so if I was denied for the phone why was my money still in pending status it should of never charged me now I have to wait how long with no end in sight for my money since I have no product being shipped to my houseBusiness response
01/06/2025
January 2, 2025
Mr. ****** ********
****************************************************************;
Re: BBB Complaint #********
************ -2024-12-27255
Dear Mr. ******************* December 12, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said you ordered a new device on December 7, 2024, and paid $156.99 for it, but then it was canceled. Your refund has been in a pending status ever since and you requested reimbursement.
Our records confirm that on December ******, an order was placed for a 2024 ******** Razr for $156.99. Notations on your account confirm that the order was canceled due to a system issue, and your funds would be released within 72 hours.
As the refund has not been issued, I created a ticket to have these funds returned to the card on file used for the order.Please allow 7-10 business days for processing.
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
01/07/2025
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
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for Boost Mobile after just 3 days I have had 8 dropped callas, numerous incoming calls in which I had to repeat saying hello 4-5 times. This is the same problem I had with ******* and Charter/Spectrum and again I was foolishly believed them when they said they had superior coverage. After the terrible first few days, I reached out to their help where I had to provide my social security number and answers 8-10 personal questions because their system was not sending the 2 step verification process. The final blow was an incoming call for a prospective job that would have paid nearly $5000. Their support **** are too hard to understand and that is commonplace for greedy companies. I am semi-retired and do not need a lot of ************ On my 1st call to boost, the monthly rate was $12.50, when we went to the store, it was $25 per month and now it is $70Business response
01/06/2025
January 3, 2025
Mr. ***** *******
*********************************
*********************;
Re: BBB Complaint #********
46428054217469 -2024-12-27257
Dear Mr. ****************** December 12, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said that you contacted us to report technical issues, but you were unable to pass the account verification. You indicated that a call you missed resulted in you losing your job, and you would like us to reimburse you $2,500.00. You also stated that your monthly rate should be $25.00.
I contacted you by phone, but there was no answer and I left a voicemail requesting that you contact me.
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. We are unable to meet your request for reimbursement.
In order to verify your account, you need to provide the four-digit PIN you created or the **** number off your device.
A review of your account reveals that you purchased a device that requires our $60.00 plan. You do have the option to lower your rate to $50.00 a month. If you want more information, please contact me directly at *************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
******************************************;
******, CO 80210
***** *****Initial Complaint
12/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been with boost mobile for quite some time now. When I realized I was being gang-stalked I noticed that ky phone service was affected. I've had all my calls and text reroute, my phone is using all my data in one day of the new billing period without even using the phone. I've contacted Boost Mobile about the issues several times and still have not been resolved.Business response
01/06/2025
January 3, 2025
Mr. ***** *******
*********************************
*********************
Re: BBB Complaint #********
*************
Dear Mr. ****************** December 11, 2024, we received your complaint, dated December 10, 2024, filed with the Better Business Bureau.
You stated that your device has been hacked. Calls and texts are being rerouted, and all of your data is being used up in one day, though you have not used any data yourself. You requested to receive a refund.
Below are a few steps you can take if you believe your phone is compromised:
Delete Unknown Apps - If you cannot remember downloading it and do not know what purpose it serves, it is best to be safe and delete it. You will notice these apps running in background despite you never having seen or interacted with them before.
Keep Your Phone Updated - Regular updates will keep the phones defenses up. You want your security system as up to date as possible.
Change your Boost Mobile PIN - This can be done through your online account or the ******************** app.
Factory Reset - This should be a last resort. A factory reset will clear ALL your data from the phone and restore it to its original, default settings. Your pictures, settings, and everything else will be erased. In this case, any hacking program will be removed from the phone along with all your files.
Our records indicate you have 19.4 GB data of a 30 GB allotment remaining with nine days left in the billing cycle.
A refund is not warranted for this issue.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
********************************************
******,CO 80210
***** *****Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On November 26th 2024 I went to Boost Mobiles website to start a plan and purchase a cell phone I paid $210.99 and was later informed my order couldn't be completed and was refunded within 72 hours. Then on December 5th 2024 Boost Mobile withdrew another $210.99 without my permission. When contacted they assured me it was in error and that I would receive a refund in 72 hours. It is now December 12th 2024 and I still have not received my money back and Boost Mobile is refusing to give me further informationBusiness response
01/06/2025
December 31, 2024
Mr. ****** ******
***********************
******, IL 62301
Re: BBB Complaint #********
94320065543432 -2024-12-27199
Dear Mr. ***************** December 11, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You said that on December 5, 2024, a payment of $210.99 was taken from your account without your authorization. When you contacted customer care,you were advised that a refund would be provided; however, to date, you have not received one.
A review of your account reveals that on December 3, 2024, we received an online payment of $210.99. You contacted us to request a refund and it was submitted. A refund of $210.99 was processed on December 22, 2024.
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
01/07/2025
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
12/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
False advertisementBusiness response
01/06/2025
January 3, 2025
Mr. ***** ********
*************
***********, AL 36870
Re: BBB Complaint #********
************ -2024-12-27236
Dear Mr. ******************* December 11, 2024, we received your complaint, dated December 11, 2024, filed with the Better Business Bureau.
You expressed concern with an advertisement. You requested a billing adjustment.
When we spoke, you informed me you were supposed to receive Mini Me ***** for free.
You were enrolled in Mini Me ***** at no cost;however, the next monthly bill is charged at the regular rate.
We regret any confusion, but a billing adjustment is not warranted in this case.
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
12/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a phone from Boost mobile since August 2024. Phone was not delivered by *** but has been found. Ive been waiting for this phone and have not yet received the phone but they still have my money. That have been trying to make me pay for a phone that I dont have. At this point I dont want the phone, I just want a refund or a credit to my account and they are telling me that they cant and wont refund until the investigation shows closed from *** but Im showing that it is closed.. I wiulike help retrieving my moneyBusiness response
01/06/2025
December 31, 2024
Ms. ****** ******
****************************
*****, ** 33189
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** December 12, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You said that you have been waiting a phone to be delivered since August 2024. You requested a refund.
We have reviewed this matter with *** and they determined that the phone was delivered on August 19, 2024. Your refund request is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
12/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called Boost Mobile ************ in September 2024 to disconnect a phone line I no longer use which is ************. I recently noticed I was charged for October November 2024. I called Boost Mobile today to submit a complaint. I requested a refund for October charges of $16.50 and November charges of $16.50. I also told them that to make sure that number is not active and disconnected and that I am not getting charged. They reused to deactivate the number and refund me the cost for October and November. They stated they need to verify my account by sending me a text message to that number. I explained that I no longer have that phone because I called them to disconnect the service months ago. They then stated they could not varify my account without a SSN. I explained to them that they do not have my SSN on file because I never provide that information when I setup the account. I told them to send me a email to the email they have on file to verify. They refused to do this and stated the number will continue to be active and they will continue to charge my account. They are committing fraud.Business response
01/06/2025
December 20, 2024
Mr.***** *********
*****************************************
Re: BBB Complaint #********
177438806990 - *************
Dear Mr. ******************** December 11, 2024, we received your complaint, dated December 9, 2024, filed with the Better Business Bureau.
You said that you canceled your account, but you continued to be charged. You called in and you were denied access because you could not pass the account **************** want your account closed and to receive a refund.
A review of your account does not reveal that you contacted us to close it; we received two credit card chargebacks for $16.50 each, which were approved and the funds returned. Your account is now canceled.
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
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered on Dec 3 , 2024 a boost mobile iPhone 16 pro max with the ***************************************************** the phone and now I called again to find out where it is and they told me it was cancelled on the 4 th for some reason after they hit my credit and told me it was approved and theyre not sending me my money back its right before the holiday Im out money and a phone and I need to get help with this before I snap and absolutely lose my mind. To me it looks like a scam theyre telling everyone their approved taking their money yesterday they told me the phone was on back ordered today they said my account was canceled on the 4th so clearly Im getting f****** scammedBusiness response
01/06/2025
January 6, 2025
Mr. ******* *******
**************************************************************
Re: BBB Complaint #********
*************
Dear Mr. ****************** December 11, 2024, we received your complaint, dated December 10, 2024, filed with the Better Business Bureau.
You stated that you placed an order for a phone on December 3, 2024, but it was canceled the next day without explanation. You said that you did not get your money back and requested delivery of the device.
Our records show that the order was canceled on December ******, and the transaction of $79.50 voided before any funds were transferred to Boost Mobile. Therefore, no refund is due.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12/10/2024 I experienced phone issues with a new phone I purchased recently from Boost Mobile. Today as I tried using my phone to accept work assignments, my phone stopped working and the data wasn't functioning as well as phone calls and text messages. I tried to speak to an agent online and they told me the only resolution would be if I called their customer service line. I notified them that I could not call anyone on my phone and could not get to another phone to which they ended the chat without helping me at all as my phone is still not functioning after paying for the monthly service and for the new phone. I am reporting this as I have no means of communication after paying Boost Mobile and without the ability to call them to fix it I have no way of help and do not feel this is at all fair or right.Business response
01/06/2025
January 2, 2025
Mr. **** *****
**************
************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** December 11, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You said that on December 10, 2024, you experienced technical issues with your new device. When attempting to speak to an agent online, you were told to call into customer care. You have no other way of communicating with us other than online. You requested your technical issues be resolved.
My attempts to contact you at ************** on December 31, 2024, and January 2, 2025, were unsuccessful, but I left a voicemail on each attempt. I also sent you an email at ******************* with a request to contact me.
Our records confirm that you chatted online with an agent on December 10, 2024, who performed general troubleshooting, but informed you that you would need to call in to receive more advanced analysis of the problem. There has been no contact since then. Please feel free to contact me at ************** or via email if you still require assistance.
Sincerely,
********* ********-***
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**************************************
******,CO 80210
***** *****Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 6th 2025 I placed a order online with the understanding with a couple of day shipping on December 7th 2025 I received a email stating I would have my tracking information on Monday December 9th ************************************* transferring from my current carrier over to boost mobile using the money for my current carrier for this switch over. Today December 10th 2025 I message with a agent voicing my concern about the shipping agent was very rude and told me they don't ship till 10 days which seems very odd to me and definitely not what they website and email states agent leaves chat before I can continue to talk, so I get on another chat and she basically tells me not really her problem I ask to be transferred to supervisor and he tells me it's due to maybe being color and storage on the phone online phone was in stock and was orderable and it is the only color and storage they offer and he then tells me that there is no reason showing on why it will take 10 days. the supervisor started to get very rude with his next couple of replies. Due to the misleading information on boost mobile ordering process and the emails about the order is very misleading and not correct now I'm going to be with out my phone till this order arrives even after doing all the research and proper planning on my side of the order this is very unfortunate and frustrating I have had my number for a very long time and all my business is connected to it and to lose it due to switching to a service that can not keep there end of the order. Order is still processing. I would like my device order delivered in a timely manner, and atleast get a credit to my account or a refund due to the issues this has causedBusiness response
01/06/2025
December 31, 2024
******* *.
**********************
********************;
Re: BBB Complaint #********
************** - *************
Dear ******* *.:
On December 11, 2024, we received your complaint,dated December 10, 2024, filed with the Better Business Bureau.
You said that on December 6, 2024, you ordered a phone, which you were advised would be shipped out on December 7, 2024. However, you were later told the phone would ship ten days after the order was placed. You requested a refund or billing adjustment. You also mentioned your dissatisfaction with the customer service you received.
When an online order is placed, we make every effort to ship the device as quickly as possible. However, several factors can delay shipment, such as a lack of inventory for certain colors, data sizes and model types,as you mentioned. Our records show the phone was ordered on December 6, 2024,and *** delivered it on December 13, 2024. Considering December 6th was at the start of the weekend and order fulfillment would not have processed until the following business day, this timeline is reasonable and therefore, your request for a refund/billing adjustment is denied.
We regret that your experience was unfavorable.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********
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BBB Rating & Accreditation
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Customer Complaints Summary
4,914 total complaints in the last 3 years.
1,554 complaints closed in the last 12 months.