Boost Mobile
reviews and complaints

I called Boost today Dec. 23, 2022 to request that my phone be unlocked. The customer service rep put me on hold to pull up my info... came back said he had to put me on hold again to get more info. I then said that you just got my info and why he needed more. He said that was the process. He then said I needed another phone with a working phone line to be able to unlock my phone. I know that was not true because I had a phone unlocked by Boost in 2021. After disputing his lie he said it would take a week for the phone to be unlocked... another lie! I then asked for his supervisor. She tells me she will tell me the steps to take to unlock and she will hang up. I tell her to give me the steps and remain on the phone with me. She takes me through a few steps and then tells me if I try to use a different sim card I may get an error. After she says that I was so irritated that I just said thank you and ended the call. I called customer service back a few minutes later speaking with a different rep who was willing to unlock my phone but didn't know how to do it. She filed a case and I have to wait until Tues. Dec. 27, 2022 to call back to check if my phone is unlocked. By the way... when you call Boost they do not give you an option to speak to a customer rep. You have to NOT choose any option and just hold the phone and then the voice will tell you someone will answer you soon. It's all a big effort by Boost to keep customers. It has only made me more eager than ever to cancel my account.

Called boost to check if my celero5g phone is unlocked was told YES . I went to change to another carrier and found out after I transfered my number that is was not unlocked. my phone is asking for a sim me lock code. Called Boost that day was told it will take 48 hours to get . Here we are today 12/14/2022 called again and they tell me its unlocked but its not. Ive been on the phone getting the run a round for over 3 hours. Now they say it going to be sent to the specialist dept and I have to wait another 48-72 hours. What the hell is going on I own the phone. Now I have to wait again and have no cell service.

My roommate has been a loyal boost mobile customer since 2015, while residing at {8818 Betty way West Hollywood Ca} last past several years Mr Gary T LeGault, has been dealing with “service issues “though nothing like what started on December 8th 2021, after moving to {Yacca Valley Ca } Bought a IPhone SE Upgrading from his Original Samsung from 2015! During this time his phone number {[protected]} Mr. LeGault was unable to receive or send text mesa... all tech information, clearly in tech history notations, by attempting to bring such poor service issues to an end? I figuring if Bought Mr. LeGault the Iphone SE 5G that would bring these this to a close?, didn’t work So if I I had the best of the Best cellphone available by my purchasing the iPhone 14 pro max order # [protected] purchases by myself GIVONNI GIANATASIO bought on 12/9/2022 at 4:46pm only after our arrangement to upgrade space from 128gb to 1tb best your company or any company for this matter top End Device I would only do so if agreed my termers for compensation for the issues we had to indoor for almost a year then being the 9th of December 2022 he have any other issues boost mobile upgraded intended to make that day 9th of December 2022 only if they would agree to compensate Mr. LeGault through upgrading my perches of the iPhone 14 pro max to 1tb from the 128g because of the agreement I then perches that day after doing so to find out boost mobile had not live up to the agreement agree upon we I brought this to their attention as well ask for a full refund then jill supervisor even though I porches the iPhone 14 pro max Friday December 9th 2022 after 10:00 am! She refuse by doing so wouldn't even clearly begin to be process until Monday morning she refused to refund my purchased of the iPhone 14 pro max only purchased because of the original agreement Friday evening

I asked to have one number changed that was on a seperate line and in doing so she changed both numbers one of which ive had 25years ! Now saying too bad so sad we cant change it back [censored]> and the lady said i cannot be on this phone and changing the number at the same time. I said ok call me on the other phone, the 25yr pohone and that one was the changed also WTF... The best fix this issue or someone will be paying corporate a visit. This is serious life changing stuff for personal and business.

I bought the phone in may and it was active for one month then my son left town so it was off for 3 months and he is back now and I know after that amount of time you lose the number which is fine I just want a new number and for going on a month I have been trying to get it on the first guy actually took my payment and then it was returned and I was told to go to a store because we need a new sim card so we went a bought one at the store and she said call customer service to activate and we did and they couldnt get it activated so said the store had to do it and that has happened 5 times back and forth noone helps me they just pass the buck I ask for a supervisor and they act dumb and never let me speak with one so I bought an I phone from boost and they wont activate it and noone will help me or tell me why they cant its unreal what we have gone through been told to do and there we are back and forth and still nothing but that not right and I will not allow this company who I use to love to take my money for a new phone and then cant activate it and wont even tell me why and I have spoken with at least 10 different persons and also I bought the new sim card at the store and today the same store told me I had to buy another one that one was not the right one but they sold it to me and said it was at first what is going on with this company my name is cherry torres and my email is [protected]@gmail.com and my number is [protected] and the old number was [protected]

On November 24-2022 i ordered a new SIM card and was charged for the SIM card and shipping $6.52 I was given the wrong tracking number and sent on a goose chase for the right tracking number and when I brought this to the attention of a boost representative i was given bad additudes and terrible customer service to resolve this matter. I requested this new account be Closed Because Boost failed to deliver my SIM card or tracking number information. To make matters worse Boost is trying to bill me for service I never activated or used since the never mailed me the SIM card in the first place. I will never refer anyone to boost. This is stealing-luring-fraud.

I applied for ACP via text as indicated by Boost Mobile, then I was told the ACP was no longer being accepted via text, then via boost mobile app I was told to call up ACP directly then I was told to apply online which I did, received an approval number contacted Boost Mobile who told me I needed an epin or code to access the benefit, via email ACP responded and told me they do not give epin or code numbers that is internal to each cell provider. I went to a local boost store, they were unable to connect me with the ACP program and told me to contact 611. 611 has had it under a subject matter investigation for over a week but nothing has been offered by them. Then Boost told me to call up a certain store, I did they sent me back to the place I originally bought the phone and plan and that store was closed. In that same mall there was a boost kiosk, I went to them and they told me they could not migrate my info because they did not have the tablet and told me to return the next day. I did and there still was no tablet. I contacted boost app again and they repeated everything that was already stated and I tried. So I'm at wits end. I've lost money in subsidy not received.

My Boost Mobile # is [protected])

On 8/29/22, I could not get satisfaction with 2 issues and was forced to file a complaint with the BBB (Complaint ID #[protected]). Issue #1) Cell Reception in Sebastian, Florida is weak. #2) I needed a copy of my phone bill dating back six months, and I was told that I would need a Law Enforcement Subpoena for that.

And lastly, during the BBB Complaint Process, I was assigned to

(Jed Torres

Corporate Case Manager

Executive Escalations Team

Boost Mobile

[protected])

Jed did not address the reception issues in my area. Instead he sent a generic list of excuses such as " reception is hampered by metal and cement structures" and out of our control. This was just "form letter" type of excuse making because I was clear when I said the Sebastian , Florida area and not buildings and structures. He did not address the "lack of bill receipts" either. He did address the fact that I was asking for a $40 credit to my bill. Jed Torres was rude, unfriendly, calloused, and the worst customer friendly person that I had ever talked to in all the years that I have been a customer of boost). With all the other issues of mine, he "side stepped" and made excused but when it came to my $40 credit inquiry, He was rude and firm and used words like NO or Never... when it came to giving me a break with my bill.At this time, I am in the process of applying for a government phone from the Affordable Connectivity Program and if I get approved, I will be cancelling my Boost Service. Jed Torres is partially responsible for this decision because of his bad attitude. It was like pulling teeth for him to be nice and him to give me a break on my phone bill for one month because of my reception issues.

They canceled my phone service without notice. When I paid for it she did not inform me I no longer has their service.i paid.and waited but still I wasn't able to use my phone.they said they could not refund me.when I called customer service they said they could not refund me.so I paid 54.00 and no refund..no phone line..how can a company do this without getting in trouble?

I received a message on October 8 that my account would be closed on October 17 because it had a zero balance. My account had a balance of $218.94 which was withdrawn on August 19 without my knowledge. Although Boost send me frequent messages regarding replacement of my phone, I assumed that my credit would remain until I managed to get a new phone, as Boost never informed me otherwise. Just for the record I live in the U.K., although pre-pandemic I used to make frequent visits to the U.S. which is why I purchased the phone in 2012.

My second problem concerns the profile on my account. The address and birthdate on the profile are not mine, and I have been unable to correct them. I fear that this is a security issue.

10/14/ at 12:30 p.m. EST

I called Boost customer service representative about my provider change and I am not longer using Boost as my provider. I have swished to T-Mobile for my service. And can I have some of my payment returned from this payment cycle? The rep told me no, I couldn't because I'm on autopay. After going back and fore repeating myself I asked her to transfer me to a supervisor.

Then after waiting for 5 minutes a man got on the phone and said the same words that the 1st rep said. It was totally nonsense! And as she had said timelessly, for me to change my phone number and I repeated that I've had this same phone number for over 5 years and don't see a need to change it. All I want is money refund for the unused portion after the 11th of October, 2022.

Thank you,

Geraldine Key

[protected]

[protected]@gmail.com

So many issues, where to start.

July 2021 - Bought phone A32-5G and used a promo for a free month

Aug 2021 - Qualified for EBB program, used the BoostMobile EBB website and was able to get everything setup without issue.

Sep 2021 - My service is shut off for non payment. Call customer service was told that they didn't have my plan setup properly and an SME would call me back and get it taken care of within 24 hours. Received no call back. I called back to get an update it took a few attempts as I was disconnected as well as hung up on trying to speak to a supervisor. Finally a supervisor answered and had to credit my account $50 because they had me on an unlimited plan instead of EBB. He told me they would get the issue fixed and I would get a call back when it was done. Never received a call back.

Oct 2021 - Mar 2022

Had the same exact problem the begining of every month during that time that my service would get shutoff. Told that they would fix it and I would get a call back. Neither of those things happened over the course of 6 months. In total I'm guessing I was on the phone with customer service 40 45 hours during that time. Probably 100 calls made to them due to disconnects, hang ups, rude agents or calling back to check status.

April 2022 - Yay, ACP program roles out.

I should be able to set that up and no longer deal with having to call back in at the beginning of every month cause of the EBB issues. Wrong. Did everything on my side for the ACP program. Instead of using the website to enroll my plan I call the activations group. When the plan first came out there were options for the plans. I chose one that was $60 with unlimited data, $30 ACP credit and $30 out of pocket. The agent with activations got me setup. Said wait 24 hours for the changes to take place. After 10 12 hours I received a couple text messages letting me know my plan changed. Log into the website the next day and see that they put me on a free plan which only had like 7GB data which is no where near enough for me. Call in and they said they were escalating this issue to switch it to the correct plan but it wouldn't take affect till the following month. I raise the question of what about my data because you have me on this 7GB plan which can go in a day for me and I was supposed to have unlimited. Was told that I could buy extra data or to turn my data off when I'm not using the phone. Totally unacceptable. One very rude agent told me I had to unenroll from the ACP program and re-enroll because I changed my plan and messed up my account. Not possible as customers don't have access to the ACP plans. Just to see what would happen I did unenroll and re-enroll. Then had to deal with issues of getting the phone I had been using the whole time back on my account. Finally had it all working the middle of the month and that lasted to the beginning of June.

June 2022 - and this is long enough already but I'm attaching a post that I made which sums up what's been going from June till now.

They switch my service to some ACP migration plan. Don't inform me of anything so i lose service. Mind you i have lost service at the beginning of the past 10 months due to customer service being atrocious. I've had the EBB program and the ACP program yet they find a way to mess it up and i have to spend days trying to get someone to actually care about the customer and resolve the issue. A month and a half ago I was told that I had to go to a store to get my ACP stuff fixed. I live in the middle of know where Kansas. No vehicle or ride to go 40+ miles for the closest store. Im sure I'm not the only person in the nation that has this issue. I did call a store and the manager had no clue how to even do the new ACP process that supposedly was in use. Now Im getting emails to go to the website and fill the enrollment form out again. All my info is correct yet the system errors out and tells me to call Boost customer service who then say I have to go to a store again. Its as joke. I was also told by one rep that my phone could be unlocked on a certain date, call on that date and that rep then tells me that I had 2 more months. I have spent more than 75 hours on the phone with customer service over 10 months. I was told that my issues were escalated and I would get a call back more than 20 times. To this day I have had 1 out of those 20 call backs actually call back. Hands down the worst, ignorant, useless customer service reps of all time.

My teen account for my granddaughter was debit twice on August 22nd 2022 reported it to the bank the 40. Dollars was returned the 57.dollars was kept that the one they should have kept boost turned her phone off and said they didn’t receive the money called the bank they filed a claim against them because they got the money heard about how they scam now I know first hand.not a good company to deal with check your bank statement often never do automatic pay with them that’s how they get you

I lost my phone on a plane 2 weeks ago traveling. The next week (August 8) I tried to suspend my account; just in case someone stole the phone they couldn't use my service. Boost Mobile has an option for the customer to suspend their account online, however, when I tried it didn't work, so I went into a boost mobile store. The in-store customer service rep couldn't suspend the account for some reason; he called the phone line customer service. I waited 30 - 40 minutes but finally the account was suspended. Now I regret not asking why it took so long for them to suspend the account. The in-store rep told me that they would need to unsuspend the account if I found my phone and needed to activate it once again. I bought a new phone that same week and immediately went into the same boost mobile store to have my account unsuspended and the new phone activated. For some reason the in-store rep couldn't unsuspend the account, she called boost customer service and apparently they couldn't unsuspend the account so she was sent to Samsung customer service. My phone is a Samsung Galaxy S21. Samsung customer service rep had us on hold what felt like forever only to come back and say I would have to wait 1 -2 business days. The issue was "escalated" up. Well, the next week my phone was found by the airline and shipped back to me. I went back to the boost mobile store - my account was still suspended and still hadn't been unsuspended. We went through the motions once again - the in-store rep had to call boost mobile customer service, they proceeded to refer us to Samsung customer service once again. I waited, and waited, and waited and finally spoke with a Samsung rep only to be told that Samsung does not handle suspending or unsuspending a service provider account. They are the manufacturer of the device but they don't have control over the service provider customer account. This made sense and was the first logical explanation given to me by anyone up until this point. Basically boost mobile pass the buck off to Samsung when they, themselves,are responsible for unsuspending the account. We had to call boost mobile customer service line back to get them to unsuspend the account - this time the rep told us it would take 24 - 48 hours. I was given no explanation as to what the exact problem is. That was a Thursday evening; I spent almost 2 hrs in the boost mobile store on the phone with customer service and the matter was not resolved. Today is Monday and the account is still suspended. So even though I have a newly bought phone plus my old phone back I am unable to use it because of this situation. Unbelievable!

Recently switched to boost mobile, went to get online to pay 1st bill could not get to account due to wrong phone # on account (their mistake), when attempts to rectify problem with them, the joint account (me & wife $80 month) we had was broken apart into separate accounts resulting in higher bill $50 each, we challenged them they said nothing they could do about it. Then they switched us to automatic withdrawal from our bank account for second bill cycle, which we did not authorize, called again to rectify, was assured this was taken care of. Third bill cycle with auto withdrawal again + added charges, repeated call to customer service to again request the auto pay be reverted back to normal online pay and address the added charges, They subsequently took off our bill payment and left the added fee’s, subsequently our phones were shut off! Repeated attempts were made at our local boost store to fix situation and the local rep’s were met with the same incompetence of there customer service attempts, even getting hung up on, the employees were even appalled! In frustration we have switched to another provider that uses the same cell tower service as they do, trying to get our phones switched to the new service was met with them lying to our new provider, that they unlocked our phones so we could sign up with new providers, after purchasing a new non refundable service contract with new provider we found out from new provider that phones indeed had not been unlocked, attempts were made by the new provider to Boost mobile customer service to take care of this, after 2hrs and multiple hangup’s by boost mobile, we finally gave up - the new provider representative was as frustrated as we were! To save our investment we put out another $284 in new phones with new provider. These people are nothing more than incompetent crooks, please help! P.S. They will try and tell you we did not have our phones for 365 days on the plan, a point we did not know anything about, but they told Our new provider they would unlock phones regardless! They lied! I can provide added info upon request - I have a written statement from new provider of what transpired.

Hello, I bought a Iphone 8 from this location, but the battery won't stay charge. I go to the Boost Mobile location to explain to them the problem I'm having with this phone. They refuse to give me another phone or refund. The gentlemen ask me if I could leave the premesis. I would like for them to refund me my money or give me another phone. Also, I was trying to call boost while at this location, when I finally reached them, they tells me I need to call Apple. I did not purchase this phone from apple, I purchased the phone from Boost Mobile. They keep giving the run around about the phone. I also ask if they could give me Boost Mobile Corporate Number, they refused to give it to me.

On 19 Jul 22, which is a Tuesday I purchased a Sim Kit online because I bought a new phone and I just wanted to swap phones. I paid $12 for the expediated shipping service which meant the Sim card should have been shipped out the same day. So Wednesday no card, So I decide to call Thursday because I still have not received card. I speak with customer service, and she says she guarantees the card will be there Friday, but still no card so I call back again, and customer service tells me the card will not be there until Saturday. Why did I pay for expediated shipping I ask, and I request a refund for the expediated shipping cost? No problem customer service rep tells me I will process right now, it will show up on your card 5-7 days depends on bank, this was on 22 Jul 22. So today I realize I have not gotten refund yet, so I call Boost Mobile and after being on the phone with CSR she tells me they can't refund they can only credit account. No that's not what 2 other CSRs told me. She said she spoke with supervisor Saul and he told her (Andrea) they could not refund because they don't have the confirmation number for the payment. What?

As a Disabled Senior on an unsteady monthly income, I made an “overpayment” to Boost in November of 2021, so that I wouldn’t be afraid of missing a payment and having my phone disconnected. In May of 2022, I still had a significant amount left as an “overpayment”. In May 2022, I was notified that I was eligible for the Affordable Connectivity Program for poor people, and in that program I could have a VERY low payment. Before I accepted, I contacted Boost to see if the overpayment was refundable. I was assured that it was. So I accepted the ACP Benefits offer and went with another company. On June 16, 2022, I contacted Boost to start the refund as I was changing over on or about that day. The customer service representative again assured me I would get the refund and opened Case ID #[protected]. About five or six weeks later, I still had not received a refund. I contacted Boost on July 25, 2022, and was informed that my Case ID was closed and I would not get a refund because I was “ineligible” due to too much time passing. This makes no sense. I had a lot of money overpaid. And they cannot just keep it!

I prepaid for a years worth of service. They were unable to port my phone number as promised. I didn't receive a sim card for 3-4 days to even begin to activate my account. After numerous calls and countless hours on the phone with them they could not port my phone number. I was told I had to wait 2-3 days for it ti take effect. So all told I lost a week of my service time based on their information. I asked to speak with a supervisor 3-4 time ans I was hung up on every time! I requested a refund of MY MONEY on the 8th and 9 day but nobody acted upon my request. When I finally had someone to refund my money they told me the account was cancelled without notice and the money taken. I'm out of over $100.00 and I never received any service! They refused to credit or return it. I view them as outright crooks. Combined with making customer service nearly impossible and very difficult this company should be avoided big time. The bottom line is they create a mine field so they can keep your money without service in return.