Boost Mobile
Reviews and Complaints

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.

On July 1, 2022 my Boost mobile phone was accidently lost in in 20 feet of water in a lake by the Canada border. I had the same phone # [protected] since April 2014 when the service was Virgin and later became Boost. I called customer service to try to get another phone and India told me I need to give them my account number and pin. Neither of which I ever used because I had "automatic" payment since 2014. Then they said I have to go to Boost store - which there isn't any in the state of Minnesota. One India guy said to go to Waco Texas store. REALLY? On July 2 I got the right "pin" and on July 3 I now was talking to Manila Philippines. Again I was NOT helped and I said I wanted a "port out pin". I was tired of trying to work with Boost and wanted to switch carriers. The 3rd female I talked to said she knew what to do and ended my service and said my "pin" is also my "port out". BUT IT WAS NOT. When I called Consumers Cellular they said the account had to be active. Opposite of what the 3rd female said. I called back and told the account was closed and could not get my number back. So I wasted 3 days and lost my number, lied to, and got the WORSE customer service in history. I will let the entire world know how bad Boost is. People are already sharing their bad experiences with me. ALL I WANT IS MY NUMBER [protected] BACK. If not I will continue to "bad review" Boost for their bad service.

I bought a Celero 5g phone on the 27th of June. I tried making a call and they couldn't hear me at all. I tried to get the store to change my service to ATT. The phone is locked so I am using T Mobile towers. The store told me T Mobile didn't work very well with my phone. I tried to return the phone but the store wouldn't accept returns. To get reliable service I would have to buy another phone that's compatible with ATT. I just paid 180 dollars for this phone. I feel like the store should have sold me a phone that uses ATT. I have to be able to talk to the VA hospital. I feel like I got ripped off.

I had Virgin unlimited data, text, calls. $35/month prepaid. Then, Boost bought them. Have been paying the bill with auto-pay for over a year. And this past weekend lost connection and they are saying I reached the 10GB data cap. My usage has not changed and I was not informed or agreed to any change in contract. They are unlawfully trying to get rid of old plans in this manner. They made me change the SIM card under the pretext of putting me on the 5G, which is not true. I need help getting my plan back as it was.

I got on the national verifier for government assist went to boost mobile store. Bought a new phone bought the service plan paid for activation. Exactly 2 weeks later they turned off my service wanting another $50. I just spent almost $500 on a phone and didn't have a phone so I paid another $50 online. And I paid for everything I guess they just threw my national verifier number in the garbage so I don't get government assist.. I have no payment history I have no transaction history I asked them if I can get a hard copy and they say I need a lawyer or a subpoena before I can see how much I paid them that should tell you something right there they are thieves.. And as they continue I can't figure it out I mean is that all that legal nowadays?.. And there's no sense in getting hold of customer service cuz they will ruin your whole day and get absolutely nothing done and I think they do it on purpose it's not that they don't know anything but they do it on purpose they can't give you a copy of nothing they can't answer no question whatsoever and i'll probably be late on my house payment this month because I have to have a new service I have to I can't spend my life paying and trying to get my phone to work.. Please help I am on disability and they continue robbing me they don't care.

I live in the country. I have had this service since virgin mobile switched. It has been nothing but problems. I bought a new phone 1 month ago. I have now went 4 weeks with no phone service in my area. At first they said they were updating the towers. Then they said it was just my phone. I called back the 5th time with five other people in my area with no phone service. I would like to know why I have to pay a phone bill for 12 months for a phone not working in order to get it unlocked. My lack of service is boostmobiles fault and they are not taking any accountability. The last time I called they added $10 dollars to my account for me now having service for 3 weeks. I don't want money I want a phone that works. If something were to happen to me at home I would have no way to call out for help. I have now been hung up on twice just today.

OMG

I went to Boost store .my phone was not charging. I asked them if I was eligible for a boost up ! T he young lady said yes .I proceeded to look at their phones .Basically all they had was Samsung btw it' a decent phone for what it I wanted to spend. A man came out of the backroom he proceeded to tell me about the phones, I misunderstood him on the price and said No I just want to spend around 100.00 . I asked him twice the price, I thought he said 118.00 He then asked me for my phone number . I told her , then proceeded to look at a flip phone for my grandson , who is 5 . Next thing spoke to him again and he said that since I wasn't buying the phone for 180.00 that I had to pay 60.00 for my phone number back ! I said what ? I just got scammed ? no phone smh and you took my phone number too? ! Then to my disgust he said 'welcome to America the home of foreigners ... get used to it " I ended up paying 100. for a flip phone that you can buy for 50.00 anywhere . I cant believe it , a man my own son's age would be so contemptuous to a customer .I never had a problem with boost and until now they were such a great company ... I know you can't buy a quality phone for a 100. however it was just a temp phone . And on top of it I was so shaken up . he processed my bank card and pushed ok (green) button on credit card machine . What happened ? Why do I feel so bad .Was I robbed ? Is that discrimination ? or is it ok today in America ...idk I'm still processing it all .

The contempt with which Boost Mobile treats its customers extends far beyond just its customer service...Their business practices border on being predatory...

After 12 years as a satisfied customer with Virgin Mobile they sold out and transferred their clients to Boost Mobile - 2 years with Boost now, reasonably satisfied, good cell service, no prior issues - On 2/7/22 I bought a new phone from Boost Mobile, paid in full. - Unbeknownst to me, on 2/8/22, the very next day, someone contacted Boost and scheduled my account to be closed and deactivated on 2/28/22. No one from Boost ever contacted me to verify. I received my new phone, shut off my old phone which I had also bought from Boost, inserted the SIM card into my new phone and it worked fine. On 2/20/22, my monthly Boost payment due date, Boost deducted a full 30 day payment from my checking account as I was signed up to Auto-Pay. I thought nothing of it, unaware my account had been scheduled for deactivation on 2/28/22... However, Boost should have certainly been aware of that fact so why did it take a full 30 day payment out of my checking account if there were only 8 days left on my active Boost account - On 3/1/22. My service ceased. I managed to contact Boost where I learned for the first time, someone had closed my account. Just that simply. I was informed there was no reactivating the account, I would have to open a new account. My phone number of 14 years was unrecoverable and the monies I had in my Boost account were forfeited. Literally dozens and dozens of calls, texts and DM's later to Boost, and my service, though still paid in full until 3/20/22, remains cut off. My brand new phone which I purchased from Boost is rendered useless as they refuse to unlock it so I can obtain service with another provider. While I relentlessly pursue this taxing and trying issue in search of a satisfactory resolution from Boost Mobile, I believe it only fair that it should be brought to the attention of anyone and everyone considering doing business with them.

I purchased a brand-new Samsung Galaxy S21 FE 5G smart phone on boostmobile.com on January 13, 2022. It arrived a few days later. Since then, I have tried multiple times to activate the phone using a literal stack of Boost mobile SIM cards (yes, they are ALL "Expanded Network" SIM cards.) No success. "Something went wrong. Please try again later." I have taken the phone TWICE to the nearest Boost Mobile store (over an hour away.) THEY have tried to activate the phone with MULTIPLE brand-new SIM cards. No success. I have contacted Boost Mobile Care Services MULTIPLE times. Every time, they try to activate the phone AGAIN, and every time, they say, "We need to escalate this case." No case number. No nothing. Another week goes by. The "escalated" case goes NOWHERE. For several weeks now, I have demanded that Boost either replace the phone, or refund my money. They do NOTHING except to pretend to "escalate" the case AGAIN, and AGAIN, nothing actually happens. No case number. No ticket number. No action at all. Nothing. Just the same routine EVERY TIME. "I'm so sorry Sir..,let me try to activate...there is a problem...I will have to escalate the case..." Every time. No action at all. It's been two months. I am filing a complaint with the FCC as well. Boost mobile sold me a NEW phone that THEY can't activate, can't unlock, and REFUSE to replace or refund. I am completely baffled.

I was elegable for the boost up program...I wanted the Galaxy s51 phone...but it was not listed under available phones...I chose another phone which as listed at $599.99...it said the phone could be bought at $27 for 18 months...which I agreed to...instead they took $595 out of my bank account instead of the $27...I called to try and get the money refunded to my bank account and to cancel if they were going to take that much money...they informed me that the $595 I paid was a down payment...why would I have to pay $595 as a downpayment if the price was $599 that would leave me owing $4...instead they want to charge me the $595 plus $27 payments for 18 months that is almost a $1000 on a phone I dang near paid off with the $595 I already paid...which was all my bill money for the month...I am on social security and can not afforf the $595 they took from me...they told me I could not cancel the phone either...why not all other businesses allow you to cancel something and get your money back...tottally annoyed and frustrated.

My husband and I are senior citizens. We are also disabled. On Feb. 20, 2022 my daughter bought us cell phones and boost service. Today I contacted boost via twitter because I saw online service was able for $8.33/ month. I attempted to ask about this but rep wouldn't answer via twitter. I would like to have this offer.

On February 02, 2022

I visited a Boost Mobile Store to open an account for my sister.

Purchased a IPhone SE for the total amount of the device; $412.00.

Paid for the device full price and also paid for the activation fee..

No problem there right..

What is the problem is the same Boost Mobile store made a Unauthorized transaction with my Debt card of the total amount of $327.00 after I had left the store.

On top of the fact that the employee working activated this account and used a email address, address and date of birth that has no relation to mine.

I purchased a new phone in January 2022 the district manager was in the store at that time the employee was so helpful i purchased the insurance they stated if anything happen if was 100% covered week later the phone was broken i went back they said come back a week later I went back a week later only to be told i had to pay a few for the damage i was told it would come the next day I wait 2 days no phone I went back to the store they said it was on back order damarius stated she had 1 in the back she could give me so I bought the case I called back she said they gave me a coupon but I can't use it and she don't know when it will be available i went back to the store for the 5th time only to be told they sold the phone they promised me so I had to purchase another phone and case at this point I'm out of $86.00 with insurance so I don't know why I purchased the insurance i went back today to return the case for the phone I couldn't use damarius stated its past 5 days you can't get your money back I stated if you hadn't sold the phone I could have used the case I'm done with these lying associate that don't care about customers then they kept speaking spanish