Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
01/12/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was just charged ***** out of my checking account. mm y total should be $25 a month +***** my phone. since I applied for my account am o to auto paid $185 dollars. my I signed up December 4th.didnt get my phone till December 14 didn't activate till 28th.I've paid $185 for less than 3 weeks service .on my bill it says I have 2 ************ is for $55 a month.i only have 1 phone after 1 hour with a ****** bill is the same.I
Business response
02/07/2025
February 7, 2025

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

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

Dear ****************************** 13, 2025, we received your complaint, dated January 12, 2025, filed with the Better Business Bureau.

You said Boost Mobile charged you $69.95 and your monthly bill should be $25.00 plus $16.67 for your device finance charge. You have paid boost Mobile $185.00 since you signed up for service on December ******, and your service was not activated until December 28, 2024. Your bill stated you have two accounts with one at $55.00.

A review of your account indicates a device finance order was created on December 4, 2024, and you paid $42.37 in taxes for the device. On December 7, 2024, your account was charged the first $16.67 device finance charge and a statement was created on December 21, 2024, for that amount. This bill was paid on January 3, 2025, via automatic payment.

On December 31, 2024, you were charged $26.76 for service from December 30, 2024 through January 7, 2025, $16.67 for your second device finance charge and $26.42 for service from January 7, 2025, through February 7, 2025. On January 7, 2025, your statement was for $69.85 and this was paid on January 11, 2025, through automatic payment.

Our records indicate you have paid $42.37, $16.67 and $69.85 totaling $128.89. I did not find any other payments on your account. On January 21, 2025, we received a credit card chargeback for $27.67 and this was accepted and returned to the ********** that ends in 4680.

The first service charge billed on December 31, 2024,was for the incorrect amount, and I issued a one-time $27.67 credit to offset the credit card chargeback on your account. Going forward your bill should be $26.42 for your monthly service charge and $16.67 for your device finance charge.

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

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Customer response
02/08/2025

Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
01/11/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was overcharged $113.06 on statement for billing period in December. I called right away on Dec. 18th and the agent ******* confirmed the discrepancies and opened ticket for refund to be issued. I was told to allow a few days for the ticket to be reviewed by the boost mobile refund department and then another 1-3 days after that for them to issue the refund. I called back twice more after that and was told they were still reviewing it. I then called 1/12/25 and was told ticket had been closed and they didnt approve refund nor did they communicate any of this to me via email as they said they would. They opened another ticket and now I have to wait some 3 days for them to review it again when it is very clear that these were duplicate charges taken out of my checking account
Business response
02/07/2025
February 7, 2025

Ms. ****** *****
**********************
********, ** 77584

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

Dear **************************** 13, 2025, we received your complaint, dated January 11, 2025, filed with the Better Business Bureau.

You said in December 2024, you were overcharged $113.06 on your Boost Mobile statement. You contacted Boost Mobile to report the error and get a refund, a ticket was opened and after checking on it a few times, you were told your refund request was denied.

A review of your Boost Mobile account indicates the extra charge was from a tax charge tied to a $82.50 tax charge on a device trade in and a $30.56 device finance charge.

On January27, 2025, we received a credit card chargeback for $113.06 that was returned to the **** ending in 9783 and this amount will then be added to your next bill. I issued a $113.06 credit to cover the chargeback and I am looking into where these charges originated from and will reach out to you as soon as possible.

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

We regret any inconvenience you may have experienced.

Sincerely,

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

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

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

Customer response
02/07/2025

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
01/11/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Urgent Resolution Needed for Fraudulent Charges My name is ******* on ******, 2024 I have discovered several unauthorized charges on my account that I did not authorize. Upon noticing these discrepancies, I promptly contacted customer service to report the fraud. The representative I spoke with reassured me that the erroneous transactions would be rectified and refunded. However, after numerous follow-up callsincluding one where I specifically requested to speak to a managerI have seen no progress. To make matters worse, the manager I spoke with declined to provide his name when I ******** has now been since September 24, 2024, since I reported this issue, and I have yet to receive my refund or any guidance regarding the return of an iPhone that I did not order. Thankfully, the scammer did not change the shipping address, allowing me to receive the phone, but I have no desire to keep it. I urgently need assistance with its return in order to recover my funds. Additionally, Boost Mobile swapped my phone number without my consent, and despite consultations with three different technicians, I have been unable to revert it back to a new physical SIM card.Moreover, I must highlight a critical security vulnerability within the mobile app. It appears that once a device is logged in, access remains open even if the password has been changed. This has allowed the scammer to continue their malicious activities through the app, often contacting customer service undetected. The only way to revoke their access has been to request customer service to log them out from all devices, which is an alarming issue that requires immediate attention.This entire ordeal has caused me significant stress and financial strain, and I expect a swift resolution. Please take urgent action to investigate this matter and provide the assistance I need.Thank you for your attention to this serious issue. I look forward to your prompt response.Sincerely, ******* ****
Business response
02/05/2025
January 21, 2025

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

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

Dear *************************** 13, 2025, we received your complaint, dated January *******, filed with the Better Business Bureau.

You said that you have been billed for unauthorized charges and you have been attempting to return a device.

I attempted to reach you by phone on January 18 and 21, 2025, without success, but I was able to leave a voicemail.

I was unable to locate the account in question. Please contact me directly at ************** with your account information, if you still need assistance.

Sincerely,

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

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

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

Customer response
02/05/2025

Better Business Bureau:

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

Sincerely,

******* ****
Initial Complaint
01/07/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I did receive an email offer (sent to me 11/1/24, proof is attached) to earn a total of $15 in credits ($5 per month for 3 months) if I set my account up for auto pay.I did set my account up for Autopay on 11/3/24 (proof of doing so so is attached) and made 3 months of payments of Auto Pay Nov 24, Dec 24 and Jan 24. (All payments made on the 4th of Each month)However I still don't see the $15.00 in my account can you please advise how I well get this $15 credit? Please and thanks I asked them for help via Chat on 1/7/25 they claimed they couldn't credit me. but near the end said Just to set expectation, the maximum we can add here in chat is $10. Do you want to accept that?" No I can't I was to earn $15 and followed all of the terms and now they can only send me $10 and not the $15 promised? Sounds like they are sending out false claims they won't honore
Business response
02/03/2025
January 30, 2025

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

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

Dear ******************************* 8, 2025, we received your complaint, dated January 7, 2025, filed with the Better Business Bureau.

You stated that on November 1, 2024, you received an email offering a $5.00 monthly credit for three months if you signed up for ******************* accepted the offer, but you did not receive the credits. You requested your billing be adjusted to reflect these credits.

Our records indicate that a one-time credit of $15.00 was applied to your account on January 7, 2025.

We apologize for any inconvenience you may have experienced.

Sincerely,

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

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

                ***** *****
Customer response
02/03/2025

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. HOWEVER Still would like them to explain why these credits just don't add on there own anyway? And when I reported the issue why did the agent try to get me to go away and only offer me $10 and not $15 like I should have gotten. Sounds like you can't honor your promotions and I wonder how many other people you ripped off

Sincerely,

***** ********
Initial Complaint
01/07/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/31/2024, I initiated new cell service with Boost Mobile and purchased two iPhone 16 Pro Max devices. These devices were delivered to me on 1/6/2025, and I activated the service on that same date.When I attempted to register and purchase AppleCare for one of the devices through ****** website, I was notified that the device was already registered for ********* in November 2024. Concerned, I contacted ***** directly for clarification. ***** confirmed that the devices serial number had already been registered, and they strongly suggested that the phone might not be brand new.I immediately contacted Boost Mobile customer service to address this issue. During the call, I requested a resolution, specifically asking for a replacement device and offering to return the phone I received. However, the representative informed me that Boost only allows returns or exchanges within five days of purchase. I expressed that Boosts published policy states a 30-day return window, but the representative insisted this was incorrect and maintained the 5-day policy.Boost Mobiles failure to provide a new, unregistered phone as advertised and their inability to honor their return policy has left me deeply frustrated. I expected new, unregistered devices and reliable customer service, neither of which were delivered.Desired Resolution:I request that Boost Mobile promptly replace the problematic iPhone 16 Pro Max with a new, unregistered device. Additionally, I request that Boost Mobile review its policies to ensure accurate information is provided to customers about return and exchange windows.
Business response
01/31/2025
January 29, 2025

Mr. ****** ********************************************************************************************************************************** BBB Complaint #********
                ************** -************

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

You said you purchased two iPhone 16 Pro Maxes on December 31, 2024, and activated service on January 6, 2025. When attempting to register ********* for one of the phones, you discovered it had already been registered in November 2024, suggesting the device was not ************** confirmed this, and you contacted Boost Mobile for a replacement. Despite our advertised 30-day return policy, the representative insisted on a five-day window and refused to resolve the issue. You request a new, unregistered device and a review of Boost Mobiles policies to ensure accurate customer information.

When we spoke on the phone today, you informed me that your insurance issue has since been resolved. You brought up another issue with Wi-Fi calling, which I let you know I would work with my technical operations team to help resolve.

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
01/31/2025

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've called boost Mobile over 100 times in 6 days since I purchased my phone from Best buy that was a boost phone and a boost Top-Up card I have been unsuccessful in trying to get it activated and been switched around transferred from department to department got no help 6 days today phone still not activated they stole the money for me because I can't get the phone activated for not only the phone but the minutes I'm unable to get any resolution with them and all they keep doing is hanging up on me transferring me to other departments and telling me call Best buy Best buy is telling me to call boost Mobile and I'm getting the runaround completely the card that I was provided by Best buy for the minutes says that it's owned by boost Mobile and they are not resolving the issue at all
Business response
01/31/2025
January 16, 2025

Ms. Atlanta Horn
**************
********, IN 47610

Re:          BBB Complaint #********
73395154770281 -************

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

You said that you purchased a device and a ************************* card; however,you have been unable to get your service activated.

When we spoke by phone, you advised me that you were able to get the account activated, but the Boost-Up card did not work. I agreed to provide you a $25.00 account credit due to the issues you experienced with the Boost-Up card.

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

Sincerely,

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

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

                ****** ********
Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bout a phone from boost on the day of January 2nd 2025. I was told by and agent I chatted with on their online support chat about having the device unlocked. The agent reviewed my account and said that in three business days they would let me unlock it when I contacted them again. I was then told Monday the 6th that it would not be unlocked and that they wouldnt honor the promise made by said agent. I have screenshots of the chat in question as proof if needed.
Business response
01/31/2025
January 30, 2025

Mr. ***** ******
MO 63080

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

Dear ***************************** 7, 2025, we received your complaint, dated January 6, 2025, filed with the Better Business Bureau.

You said that on January 2, 2025, you purchased a phone. You indicated that you contacted us by chat and the agent stated your device would be unlocked within three business days, but you were advised on the 6th it would not.

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

A review of your Boost Mobile account indicates the iPhone 15 with IMEI ending in 0243 is unlocked.

We regret any inconvenience you may have experienced.

Sincerely,

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

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

                ****** ********
Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a former boost mobile customer. I used their service for the required year minimum as well as paid off my device completely. I called requesting my iPhone be sim unlocked so it can be used with a different carrier. Boost mobile refuses to unlock my phone now because I dont have service with them anymore. I wouldnt need my phone unlocked if I was still using their service. And their site specifically says your phone will be unlocked automatically when above steps were completed. It is not right for them to hold my phone hostage to their service only when I have already completed the requirements for my phone to be unlocked.
Business response
01/31/2025
January 29, 2025

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

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

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

You stated that you are a former customer and requested to have your device unlocked.

We were unable to locate an account with the information you provided.

We spoke by telephone on January 29, 2025. You confirmed that you opened an account in 2019 and canceled it in 2022. You were able to provide the **** of the device. I found the device in our system and unlocked it. The device will need to receive the update. Please ensure the phone is powered on, connected to Wi-Fi, and a SIM card is inserted. Please allow up to 72 hours for processing.

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

Sincerely,

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

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

                ***** *****
Customer response
02/03/2025

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
01/05/2025
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I just signed up with the service, I was given a area code outside of my county and requested to cancel the service and a refund as I was told there was a 30day money back garentee. After declining their offers to keep service, I was told I can't get a refund.
Business response
01/31/2025
January 20, 2025

Ms. ******* ********
***************
*********, ** 91773

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

Dear ******************************* 6, 2025, we received your complaint, dated January 5, 2025, filed with the Better Business Bureau.

You said that you were assigned a phone number outside of your county. You would like to cancel and obtain a refund in accordance with the 30-day money-back guarantee.

The 30-day money-back guarantee requires a phone number be ported in. Since you were assigned a random number, a refund is not warranted. Please visit: ****************************************************************** for more information.

Sincerely,

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

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

                ****** ********
Initial Complaint
01/05/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a phone from boost mobile which I had a months service with boost mobile and I switched to a different Carrier. Boost sent me an email stating they over charged me on taxes when I placed the order with them. They credited my boost mobile account and not my debit card. I contacted boost they claim they can't refund it back to my debit card
Business response
01/31/2025
January 15, 2025

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

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

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

You said that Boost Mobile overcharged you for taxes and although a credit was applied to your account, you would like a refund.

A refund of $14.03 will be provided, please allow seven to ten business days for processing.

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

Sincerely,

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

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

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookie Preferences

Necessary Cookies

Functional Cookies

Performance Cookies

Marketing Cookies

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Filter by

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Initial Complaint

Business response

Initial Complaint

Business response

Customer response

Initial Complaint

Business response

Initial Complaint

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary