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Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 4,991 total complaints in the last 3 years.
    • 1,562 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had service with Boostmobile for much more than a year, and have had 2 phones with them.During the last year in 2024 Boostmobile was hacked and aquired by DISH USA. I started to have problems paying my bill online or with their app. My password was no longer accepted so I had to pay using a representative. They insisted on charging me $4 extra each time although this was their problem. Password changes never worked. I finally got angry over the extra charge for their own problems with their system and dropped Boostmobile as my carrier.I returned today to unlock one of my phones which I had for more than a year. They asked me a series of security questions. I got everyone correctly. They said the system was not accepting my answers and would not unlock my phone and that my call was over. I stated, this is exactly why I quit Boostmobile service.

      Business Response

      Date: 04/16/2025

      April 16, 2025



      Mr. ****** ********
      ********************************************
      *********************

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

      Dear ***************************** 15, 2025, we received your complaint, dated April 15, 2025, filed with the Better Business Bureau.

      You stated that Boost Mobile was hacked in 2024 and therefore, you were unable to access your online account. You also indicated that Boost Mobile was acquired by ************ and after that occurred, you had many issues that led you to cancel your service with us. You requested for your device to be unlocked.

      Please note that Boost Mobile was not hacked in 2024, nor were we acquired by another company.

      Boost Mobile will unlock a device under the following circumstances:

      ?The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
      ?The device has been active on the associated account for at least 12 months

      Your unlock request has been granted; please allow 72 hours for this to process, and ensure your phone is powered on and the Boost Mobile SIM card inserted. If your phone requires a Master Subsidy Lock (MSL) PIN, please use ******** when your device instructs you to do so.

      MSL refers to providing a specific code in order to disable software that sets device parameters and prevents the device from activation on a different network. Unlocking a device will not necessarily make a device interoperable with another carriers ********** other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally,unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

      If there are further questions or concerns about this issue,please feel free to contact me at **************.

      Sincerely,



      ******* *****
      GM - Retention Operations
      Executive Escalation Team
      Boost Mobile

      cc:           ****** /******* Better Business Bureau
                      *************************************
      ****************

      Customer Answer

      Date: 04/19/2025

       
      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.

      Just to reply to other details,

      I was told several times on the phone and at a Boostmobile street store of certain problems Boost &.Dish were experiencing.  These were not a part of my complaint as such towards Boist.  They were part of unpleasant reality the many government offices, businesses and individuals were suffering through during a simple time period.  ************* I do believe was ********* where these things originated.  How it affected businesses around that breach is well reported on.  And not a failure of Boost.

      I was with Boostmobile for many years and when I found I could no longer pay on line or through my app this led to me canceling.my.account as I didn't think I also deserved a $4 charge for a problem I had not caused.

      Thank you for listening and I wish you the best.


      Sincerely,

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

       

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 did a phone upgrade with the Boost Infinite plan. They sent me my new phone(iPhone 16 pro) with a box and a pre paid return label. I place the return phone ( iPhone 15 pro ) in the box with the label and dropped it off at the **** on 1-10-2025 and have the receipt and tracking number. They sent me messages stating that if they didnt receive the phone by 1-28-2025 , I would be charged for the phone. On 1-31-2025 I called and spoke to an agent, after being put on hold, I was told they have the phone and is being processed. I said good! Two months later I get a message stating that they havent received the phone and $700 will be on my next months bill. I called them and told them this is a mistake and that they told me that they had the phone and was being processed. The Agent (*****) told me that there was no record of that conversation. And there was nothing they could do and that I was responsible for the phone. I disagreed! I told them that I mailed it and had the receipt to prove it. They said that didnt matter. Meanwhile, my monthly bill was coming due and asked them if I could pay my normal bill of $61.21 to keep my current phone activated. They told me no that I needed to pay the$700 for the phone that I returned. I contacted the **** about this issue. The did an investigation and told me that the phone tracking stated that the phone made it to a post office in ***** and then no more information after that. And that the 60 day timeline was expired to make a claim. Since Boost mobile told me that they received the phone when I called on 1-31-2025, I am not responsible for this phone. Now my service will be shut off for non payment, cause I will not pay the $700 for a phone that I returned.

      Business Response

      Date: 04/16/2025

      April 15, 2025



      Mr. ******* ****
      5 ***** Ct.
      ***********************;

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

      Dear ************************* 14, 2025, we received your complaint, dated April 14, 2025, filed with the Better Business Bureau.

      You stated that you upgraded your phone and returned your old iPhone 15 using the package provided. You were then notified your device was not received and you would be charged for it. When you spoke to customer care about this, they advised you that we received the phone and to disregard the message. However, you were then notified **** lost your package and you are now being charged for the device. You requested the charge be reversed.

      When we spoke, I advised you that **** lost the package and we never received your iPhone 15; therefore, you were charged for the device. We normally encourage customers to file a claim with **** in this situation, but you said that it is now past the 60-day window. As an exception,I waived the charge for the phone.

      We strive to provide excellent customer service and we regret that your experience was unfavorable. 

      If there are further questions or concerns about this issue, please feel free to contact me at **************.

      Sincerely,



      ******* *****
      GM - Retention Operations
      Executive Escalation Team
      Boost Mobile

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

      Customer Answer

      Date: 04/16/2025

       
      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

      Date:04/11/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had switched cell phone providers from Boost to another company and I had a balance due on my business phone. After the switch, I requested an invoice since I need this information to submit to the *** for tax filing purposes and after more than 4 calls and an in retail store visit, every single person told me that it is not possible for them to provide me with an invoice for my phone payment. This is absolutely unacceptable as I paid over $600 to pay off the phone balance and after the service shuts off, all they do is send a generic "receipt" that contains no information about what the amount was used for.

      Business Response

      Date: 04/17/2025

      April 15, 2025



      Mr. ******** ******
      ********************************************
      ****************

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

      Dear Mr. ***************** April 11, 2025, we received your complaint, dated April 11, 2025, filed with the Better Business Bureau.

      You said that you switched your service to another provider and paid off the remaining balance on your phone,which amounted to over $600.00. You requested a detailed invoice for the final payment along with your payment history.

      Please note that all of the requested documentation is available on the app. I emailed you your payment history and a copy of the device finance agreement for your convenience.The final statement reflects a ************************** showing the final device payment of $611.07.

      If there are further questions or concerns about this issue, please feel free to contact me at **************.

      Sincerely,



      Sienna ******
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile

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

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

    • Initial Complaint

      Date:04/10/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 an order online at 0531 on 3 April, received confirmation. - At 0751 on 3 April, received notice that my order did not process. I called and they couldn't tell me why. - At 0900 on 6 April, I received an email thanking me for my payment of $113. - At 0902 on 6 April, I receive an email that my order did not process. - At 0904 on 6 April, I receive another email with my order details, and my card is charged $113. - At 0531 on 10 April, I receive an email that my order did not process. I spent over 1 hour on the phone on 9 April and spoke to 4 different people and have still not received my refund despite having received 3 emails from Boost Mobile confirming that my order did not process. Their customer service agents are not helpful, claim they cannot do anything to refund my money, and are extremely rude and condescending.

      Business Response

      Date: 04/23/2025

      April 23, 2025



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

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

      Dear **************************** 11, 2025, we received your complaint, dated April 10, 2025, filed with the Better Business Bureau.

      You said you placed an order for a device, but it was canceled and you were still charged. You asked for a refund, but you were unable to obtain one.

      Our records show a $113.00 refund was issued to the card ending in 9259 on April 16, 2025.

      We apologize for any inconvenience.

      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

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

                      ****** ********

      Customer Answer

      Date: 04/23/2025

       
      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,

      *** *******
       

    • Initial Complaint

      Date:04/08/2025

      Type:Product Issues
      Status:
      Resolved
      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 prepaid wireless I started a new account with ********************** on Sunday evening 5:25 Illinois time. I discontinued from ******* wireless, I had all of my information that I needed to switch to boost Mobile they sent me to a sales guy which I never did get his name and he set me up took my money from my credit card over the phone and it was $15.09 and said my *** card for my phone I was bringing over from ******* wireless would be here Tuesday which is today 04/08 2025. When I put the *** card in my phone it wasn't activated he gave me it activation number that didn't work 3 and 1/2 hours later and seven agents and no one got my money back and they would not refund me because I had a different number and a different phone on my account The salesperson gave me a different number instead of putting the number that I asked him to put which I told him three different times on the phone and he even repeated it back to me and then I had to argue with people today to get it discontinued cuz I went back to ******* and to give me my $15.09 now I know that's not a whole lot of money but when you work paycheck to paycheck it is a lot of money I just want my money back and I want my account discontinued by boost Mobile and I had to argue with everybody I even talked to three security people One person was named ***** the other person was named ******* through their company

      Business Response

      Date: 04/17/2025

      April 17, 2025



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

      Re:          BBB Complaint #********
      30287956251162 - ************

      Dear ************************** 9, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.

      You said that you attempted to port your phone number into our network to activate an account with us. However, due to issues with the device and SIM card, you decided to cancel your order. You requested that we issue a refund for your payment of $15.09.

      Boost Mobile does offer a 30-day money-back guarantee; however, you did not meet all requirements. I issued a $15.09 refund as a courtesy, nonetheless. 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

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

                      ****** ********

      Customer Answer

      Date: 04/17/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *****
       

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought a mobile phone on ************************ about almost two years ago, I swap my old ******* Galaxy phone sim card and put it in my ******** phone. For some reason, the ******** never showed on my account and ******************** kept my old ******* phone on their database. I called boostmobile and they said I need a new sim card to put in my ******** phone so it can show on my account. I did that, called boostmobile and active my phone with the new sim card. 4 days has passed and the old ******* is still showing on my account.I am requesting boostmobile to update my phone and also unlocked the ******** since I bought this phone and used it with them for over a year. I have proof of purchase and $200 to compensate me for this error.

      Business Response

      Date: 04/17/2025

      April 16, 2025



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

      Re:          BBB Complaint #********
      777552613576 - ************

      Dear ******************************* 8, 2025, we received your complaint, dated April 8, 2025, filed with the Better Business Bureau.

      You said that you swapped out your device, but your account does not reflect the change. You asked that we unlock your device (as you purchased it over two years ago) and for $200.00 in compensation.

      When we spoke by phone, I informed you that I created a ticket to have your account updated to reflect the correct device. I also unlocked your device and provided you the unlock PIN. Your request for compensation is declined.

      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

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

                      ****** ********

    • Initial Complaint

      Date:04/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 would like a refund for an order that I did not receive. I called boost mobile several times and they advised there is nothing I could do about it

      Business Response

      Date: 04/08/2025

      April 8, 2025



      Ms. Faizah Johnx
      ***********************************************************************************************

      Re:          BBB Complaint #********
      57837896932021 - ************

      Dear Ms. **************** April 8, 2025, we received your complaint, dated April 6, 2025, filed with the Better Business Bureau.

      You said that you ordered a SIM kit that was never delivered and when you requested a refund, you were denied. You would like your funds returned.

      When we spoke, I advised you that normally we do not offer a refund for prepaid service; however, in the interest of customer service, I agreed to provide one of $15.98. 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

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

                      ****** ********

    • Initial Complaint

      Date:04/05/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Engaging extra options is not prorated for the days in the month so they are overcharging everybody in at least month one. This is not disclosed in app when engaging the service nor online anywhere I could find.

      Business Response

      Date: 04/16/2025

      April 14, 2025



      Mr. **** *********
      *****************************************************************************************

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

      Dear ****************************** 7, 2025,we received your complaint, dated April 5, 2025, filed with the Better Business Bureau.

      You indicated that it is not stated on the Boost Mobile application or website we do not prorate monthly add-on services.

      While in some cases the lack of prorated charges may feel unfair, Boost Mobile is committed to offering a simplified and consistent billing experience. Charging fixed rates for add-on services allows for a predictable customer experience.Additionally, subscribers can add and remove these services at their discretion.
      Please note that our policy regarding add-on services is available under the general terms and conditions on our website.

      We regret any inconvenience you may have experienced.

      Sincerely,



      Sienna ******
      Corporate Case Manager
      Executive Escalation Team
      Boost Mobile

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

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

    • Initial Complaint

      Date:04/04/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 because they had promotion which was a 1 year free service. The promo was false because ended up getting charged plus they suspended my service due to them. To me this horrible scam to bring in people. I have called 3 times to fix this and nothing. I want my full refund my the month they took which is their lack of communication with their customers that has caused this issue. If there was no promo dont advertise it.

      Business Response

      Date: 04/23/2025

      April 23, 2025



      Ms. Yulemni *********
      536 41st
      *************************;

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

      Dear ****************************** 4, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.

      You said you purchased a device under a promotion for a year of free service, but you are not receiving it. You also expressed frustration with your service being suspended, and you requested a refund of your overpayment.

      Your account was impacted by a systematic issue that our teams have since fixed; you will be receiving the discount moving forward.A refund of $25.00 was issued to the card ending in 3932 on April 22, 2025.Please allow 3-5 business days for processing and delivery.

      We apologize for any inconvenience.

      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

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

                      ****** ********

      Customer Answer

      Date: 04/23/2025

       
      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,

      Yulemni *********
       

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yesterday April 2nd,my son and I went into the boost Mobile store about an hour and a half before closing time although we both have two different carriers mine is ******** and his is T-Mobile we both wanted to Port our numbers over and take advantage of the iPhone deals that they have I chose the iPhone 13 and he chose the iPhone 15 I went next door to get something to eat and my son tried to pay for the transaction and that's when they informed him that they didn't have tap so he called me and asked that I have a card he can send the money to and I told him yes but in the background I hear the sales employees saying I have a time card so before I got back they decided to pay for it with her card and he sent her the money but we sat there the hour and a half and at the end of the hour and a half both lines said it failed to support the number in so she told me to come back the next morning and see if it went through overnight which I did but it didn't go through overnight so she's saying they have to refund the money back and then when the money comes on the car they can try again but number one that's ridiculous if you guys have my money you should be able to try it again support my number and you guys already have the money and also the store employee should not be offering her bank card to my son to pay for an account that wasn't even his the account is in my name but now they expect us to refund the money and just trust it this lady is going to give us back almost $500 I don't know her I don't know where she lives and I don't know why a store employee in the first place is offering my child to pay for the phones. The way I want this result is I want our phones I don't want to have to keep trying this she said that had never happened before I wear two phones did that at the same time but I'm just not okay with the fact that almost $500 is supposed to go back to this girl's bank and I'm not going to know when that is

      Business Response

      Date: 04/17/2025

      April 17, 2025



      Ms.******* *****
      ***************** SW
      *******,** 30311 

      Re:          BBB Complaint #********
      61653703733871 - ************

      Dear ************************** 9, 2025, we received your complaint, dated April 4, 2025, filed with the Better Business Bureau.

      You said that you and your son visited a Boost Mobile retail store to purchase two devices and port over two lines. You were advised that they did not have a tap payment option. The store employee offered to use their personal credit card to pay for the devices, and you agreed. However, when the two lines were not activating, you were told it was necessary to process a refund in order to resolve the issue. You expressed concern with this bizarre situation and requested a store credit/refund.

      When we spoke by phone today, you informed me that the issue is resolved and you and your sons service is actively being used.

      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

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

                      ****** ********

    Boost Mobile is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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