Boost Mobile

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1.4 out of 5, based on 10 ratings and
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Customer Service Complaint
Posted by on
Rating: 1/51
HOLIDAY, FLORIDA -- This man did not handle my complaint well at all. My girlfriend had gone in to pay for my monthly phone bill and he informed her that it was $50 and gave her a receipt. I wake up this morning to have my phone turned off. I had even got the text saying that my monthly bill had been paid. When I tried to make an out going call is when I noticed that the phone was no longer in service.

The BOOST MOBILE had a sign posted saying that it would be open at 10 but he wasn't there. I couldn't sit there because I had to go to work. I went back at 1:30. The OPEN sign was on and flashing but the door was locked. There was a return time of 1:30. But where was the representative? I went to convenient store next to the BOOST MOBILE because the representative routinely went back and forth between stores. The gentleman at the store called the representative and he said that he would be back in 20 minutes. Where is the professionalism?

And today of all days my phone had to shut off. My sister tried contacting me because she was having a health emergency. Low and behold though she couldn't get ahold of me. When I asked the representative why he didn't inform my girlfriend that the bill wasn't completely paid he smirked and said it was because she was giving just $50 and that we should know our bill was $55. I just got BOOST MOBILE a month ago. This was my first bill that I had to go in and pay. I was not impressed one bit.

When I asked the representative for a BOOST MOBILE CUSTOMER COMPLAINT line he told me to look at the number on the receipt. It was the number to the store that I was having issues with. I asked him who his boss was and he said he was his own boss and that he owned the store. When I asked who he reported to at the end of the day and what not he said no one. How is that possible if BOOST MOBILE is a corporation? He then told me that my bill was now paid and that the phone would be on in 10 minutes and that I was welcome to leave the store. When I continued to talk to him about my concerns he said that I had to leave now and that my issue were resolved.

This wasn't the first time that my girlfriend and I have had an issue with this same representative. When my girlfriend went in for her upgrade the same day I got my phone he upgraded the wrong phone...a phone that wasn't even on our plan and he somehow switched her line with a complete stranger. We didn't notice till we got home. Then we had to turn back and drive all the way back for his careless mistake. If he wasn't too busy playing music off of his phone and looking up different things then maybe he would have been able to handle the upgrade with no issues.

I don't imagine we are the only ones that have had issues with him. We have had two issues with him in a month and a half. WE are either unlucky or this representative doesn't know how to run this business and sure doesn't know how to talk to customers with respect and handle their problems. I would like to see this man removed from his position or to have this store closed. He is the only employee and he seems careless.
     
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Soaring Consumer on 2013-04-17:
I don't think the complaint is about Boost Mobile necessarily but about one of their retail franchise owners gone rogue. Usually the low-cost carriers franchise their stores out to local owners, who use the brand umbrella to lure in customers and then hide behind it. With most big carriers, like AT&T, Verizon, Sprint, and T-Mobile, a majority of their stores are corporately owned, while Boost/Virgin Mobile, MetroPCS, etc are franchised. It definitely sounds like the franchise owner in your case has lost touch with reality and I suggest contacting Sprint corporate so they can review their franchise agreement with this store.
MRM on 2013-04-17:
That's good information, Soaring Consumer!
linda on 2013-07-02:
booth. has poor service in the refund department. my experience with booth mobile has left me very dissatisfied with the company and will not support them. They only care about making money.
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Boost And Sprint Sell Services They Know They Cannot Provide
Posted by on
Rating: 1/51
DALLAS, TEXAS -- On May 29, 2013, I purchased a smartphone ($130 plus tax) and an unlimited talk/text/data no-contract service plan ($55 per month) through the Boost Mobile store located in the 3700 block of Forest Lane, Dallas, Texas. The clerk activated the phone and initiated the service through a telephone conversation with a Boost Mobile office. The phone has NEVER provided access to the services for which I paid.

After spending approximately 4 hours online in an attempt to learn WHY I could not access the features for which I was paying, and phone calls to Boost in an attempt to resolve the problem, I FINALLY was advised by the technical department of Boost that I could not access the Internet (thus, could not avail myself of 98% of the features for which I purchased this phone and top-of-the-line "service" to be used with this phone)because the "tower" that services my locale was "down" AND HAD BEEN DOWN SINCE MAY 13 and that there was NO indication when or even IF service would be restored to my location. CLEARLY Boost Mobile sold me not only a useless phone, but also a service plan THAT IT KNEW IT COULD NOT FULFILL

After additional telephone calls with Boost (during which every single "manager" or "service representative" REFUSED any kind of compensation, offset, or credit to my account despite its taking money in payment for a service that it KNEW it could not provide), I learned that the "tower" was supposed to be reactivated by June 21. On June 21, I again attempted to use features of the smartphone, only to discover that the service STILL was not available. It now is June 27, and the service HAS NOT BEEN RESTORED AND NO ONE KNOWS IF/WHEN THE SERVICE WILL BE RESTORED. Yet I can tell you that Boost Mobile CONTINUES TO TAKE PAYMENT FOR THIS SERVICE.

I have no way of knowing how many consumers continued paying for service they did not/could not receive because Boost, by its own admission, NEVER ADVISED THE CUSTOMERS THAT A TOWER WAS "DOWN" AND NEVER MADE ARRANGEMENTS TO MAKE RESTITUTION TO THE CUSTOMERS WHO PAID FOR SERVICE BOOST KNEW IT COULD NOT PROVIDE.

Today, not only did Boost refuse AGAIN to make any kind of restitution for having committed FRAUD in taking money for service it KNEW AT THE TIME OF SALE that it could not provide, but also the franchise owner of the Boost Mobile store from which I purchased the phone (and paid the $55 for unlimited talk/text/data service) REFUSED to reimburse me for the phone that has never performed the functions for which I bought it THROUGH THE FAULT OF BOOST MOBILE. The clerk at the store (a) REFUSED to provide the name of the franchise owner/store manager; (b) REFUSED to give me HER name (this was NOT the person who initially sold me the phone); and (c) tried to tell me that I had acknowledged in writing that the store would not take back the phone, no matter what the reason, unless I returned it within 7 days. THIS IS CLEARLY LUDICROUS - THERE IS A 30-DAY RETURN POLICY IN EVERY STORE WITH WHICH I CONDUCT BUSINESS, AND I WOULD NEVER HAVE SIGNED AN ACKNOWLEDGEMENT RESTRICTING ME TO A 7-DAY RETURN POLICY!!!!!!!! BOOST HAD ME SIGN NO SUCH "AGREEMENT."

Boost Mobile has committed FRAUD. It sold a service to that it KNEW at the time of sale that it COULD NOT PROVIDE. Sprint is complicit in that upon my bringing the matter to Sprint's attention, Sprint ALSO refuses to refund money taken illegally, and continues to sell service IT KNOWS IT CANNOT PROVIDE.

This is fraud. Boost Mobile should lose its authority to transact business in the United Sates: this is ILLEGAL activity, it is FRAUD, and it is wholly contrary to American standards of business ethics. As we all know, a foreign corporation transacting business within the United States is subject to the laws of the United States. Intentional fraud is illegal activity in the United States. Sprint should be prosecuted for its continuing and abetting the fraudulent practices perpetrated by Boost.
     
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Carolyn Johnson on 2013-07-24:
NOW SPRINT/BOOST HAS DISCONNECTED MY CELL SERVICE EVEN THOUGH IT HAS BEEN PAID THROUGH 7/29. NOW THEY ARE GUILTY OF THEFT AS WELL AS FRAUD.
Revoniaadams on 2014-06-02:
Not. Happy, just because i did not pay today, they did not like it. My payment date is the third of June.
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Poor Customer Services - Broken Phone
Posted by on
Rating: 1/51
IRVINE, CALIFORNIA -- I have been a loyal customer of Boost Mobile for over 5 years. I purchased a new Boost phone on May 30, 2012. 3 weeks ago, my cell phone broke. I can not make or receive any calls or text messages. For the last 3 weeks, I have been trying to get Boost Mobile to replace my phone. I have insurance on the phone, but they are refusing to help me. The reason is that I can not remember the 4 digit pin I created more than 5 years ago.

Their solution is to text me the pin to my broken phone. My question to them, how can I receive and respond to a text when the phone is broken, and does not work. They tell me without the pin they can not help me. They refuse let me provide any other info to verify who I am, I'm stuck with a broken phone, I paid for the services of using the phone, and insurance, and cannot utilize any of them.

The customer service for Boost is rude, disrespectful. Not one of the many customer service reps, supervisors or managers are willing to assist a loyal customer.
     
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ticia232 on 2012-09-22:
Unfortunately that is why they advise you to make the pin a memorable one. Or to take write it down and put it in a secure place, because it is the ONLY thing they will use in this situation.

I know that your phone does not get texts but is there anyway that if your texts don't go through they to go your phone they go to your email? Or even home phone? I have gotten funny sounding messages due to that.
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Check your bank balance
Posted by on
Rating: 1/51
BATTLE CREEK, MICHIGAN -- I have had an account with Boost for at least 10 years. I paid my unlimited plan online with my debit card most of the time. Granted it is my fault for not checking earlier, but there have been many times that I paid the bill and had it go through online, only to get a text saying the payment didn't go through, and I would either pay on my credit card or retry the debit card. This same thing happened the last two months in a row, the first I repaid, this month I checked my bank account balance. I found the money had been withdrawn. I then checked my account histories, both debit and credit, and found there were many double payments. I called "customer care" and was on hold for over an hour before I gave up. I went to 3 of the Boost offices here, all of them had been closed down. I sent 3 emails on the Boost site explaining the problem, I haven't heard from them, that was over a week ago.

I am now a Metro PCS customer. The phone is a better quality and I can go into the Metro PCS store and get any issues I have taken care of. If you use Boost and you get the "payment denied" text, check your account and good luck.
     
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Boost Making My Service Worse
Posted by on
My cell doesn't ring on most incoming calls. They sent a new phone but won't reimburse me for loss of pictures, screen savers, etc and for over a week I don't get my Internet every day and in one week went through 3 online complaints, about 15 boost calls to their support team and tech support and a promise to have my calls returned. Lost all my locked messages and today still Internet problems IN MATTER OF FACT a ticket was written and I was supposed to receive a call back by now as to getting my Internet problem resolved-they never called.
     
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Alain on 2011-09-07:
Drop a line to
http://ftccomplaintassistant.gov
and
http://www.fcc.gov/complaints
Let Boost know you've complained. It may not do much good immediately, but eventually the complaints will come back to haunt them.
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Boost mobile through HSN
Posted by on
In December 2010 I purchased a boost moble Blackberry phone through HSN. I paid $50.00 a month for the phone for four mos.. I also pd $60.00 a month for the service. one day the phone slowly stopped working. they had given me a years warranty on the Blackberry. after a number of calls to HSN and boost simply wireless a gentleman assured me he would take care of it and mail me another phone within 8 days. I have heard nothing and no phone has been mailed have no phone I have also talked to HSN who told me I would be issued a phone. I have called and called at least 5 different numbers and getting nowhere. I have no phone after paying for this boost Blackberry.

I think the attorney general should hear about this company and the reviws are horrible. they have changed one of their names to simply CELLS.com. where do I GO NOW?
     
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momsey on 2011-04-09:
How long have you been waiting for the replacement phone?
madconsumer on 2011-04-09:
was the warranty with HSN or the telephone manufacturer?
Anonymous on 2011-04-09:
Manufacturer's one-year limited warranty.

The site says: For warranty information, please call HSN.com Customer Service at 800.933.2887 (8 am-1 am ET).

wandaadams on 2013-02-15:
First I would like to thank my3cents website for sending me emails and keeping me informed. I'm so thankful to read the emails about Boost Mobile. I almost purchased a phone from HSN with Boost Mobile service but after reading the horror stories I will definitely be going back to Sprint.
If the Better Business Bureau, Consumer Fraud,and State Attorney General in your area can't help resolve your complaints picket the business if it's not against the law where you live. And post your complaints on every complaint website you can find. We have to fight back !! These are powerful sources of information and it will definitely hurt their business. Thank You !!
Karen on 2013-06-25:
I hate to tell you this, but Boost is a division of Sprint......
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Due date changed without notification
Posted by on
I have been with Boost Mobile since July 2009, with my payment date
ALWAYS being the 23rd of each month. In October 2010, I changed to the $50
monthly plan with shrinkage, several days before my payment was due. Shortly
after midnight on October 23rd, my phone service was interrupted. When I called
to find out why, I was told that by changing to this service plan, my payment
date was also changed to a day earlier. However, I was NEVER told of this by
email or text messages, only receiving an email confirmation of the plan change,
with no mention of due date change. I have talked to them several times about
this issue, even being contacted by their executive escalation division (or
whatever it\'s called), who agreed that I was never informed of the date change.
All I want is for my payment for October to be counted as being on time, and
they refuse to do this, even though they agree I was never told of a due date
change. I filed a complaint with the Florida Departme
nt of Consumer Services, and received a letter in the mail today stating the
\"business has refused to cooperate and the file has been \'closed
unsatisfactorily\'\". All I want is to have 3 months credited toward my
shrinkage plan, and not two. This isn\'t much to ask. I have threatened to
change cell phone companies, which they don\'t care about, but I can\'t afford
to purchase a new phone right now.
     
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karleebarlee on 2011-01-10:
But did you ask if it would change your due date? If you changed plans on a specific date, I personally would think that would change the due date to whatever day it was that I changed it on.
salinaguy on 2012-02-13:
My payments are due everymonth on the same date! I have been paying every 30 days. I received a text message on 1/12/12 to "make my payment on 1/18/12 if you have a plan change please pay one day early only this month"
I didn't have any plan changes I'm on the unlimited plan. On 1/18/12 I was shut off at 1210am had to go out at 1am and buy a card to put money on my card.
I contacted boost and was told I had a plan change b/c I had my 6th on time payment in December and it changed my plan to $40 from $45. It was a PRICE change and not a PLAN change. I talked with a care rep. and he gave me $2 for my service being shut off on it's due date. And put in a work order to show my ontime payment.
Then two days later BM emailed me stating they are sorry value me as a customer and will get it fixed to show the on time payment. 3 Weeks went buy and I looked at what day I'd be due on (17th now) and guess what....THEY NEVER DID FIX MY ACCT. TO SHOW THE ON TIME PAYMENT!
I called to see why not, I was told that it was denied...mind you I was already apologized to and received and email stating it would be corrected. Now BM won't show me as on time for that month. The supervisor I spoke with agreed with me that the text BM sent is confusing and he has never heard of this "type" of issue. He offered me $10 and I denied it, it's not about the $ it's about the principal BM won't' correct what they said they would correct.
I then asked him why does the text not state plan and /or price change. And he tells me that they are working on that....UMM he just told me "hes never heard of this issue" so why would you be fixing this? Hmmmm one word LIARS
I've writtne corporate in Irvine, CA showing the emails, filed a complaint with the BBB in Irvine, sent formal complaints to BM Cust Care. Now they call me 4-6times a day and when I pick up they hang up!!!

Have you had the same issue? BM is doing this to a lot of people, it's clear what they are doing isn't right! I love my service and my phone/plan I've been a customer for 5years. There is NOTHING in their "fine print" about this and BM knows it! Fight them and they will fix it!!!
ladeda on 2012-02-21:
@salinaguy...
My payment date has always been on the 20th. On 2-18-12 I got a text from BM that said "BSTFreeMsg Your monthly pymt of $45 is due BEFORE midnight TONIGHT due to recent plan changes. Pay now to avoid service interruption."

Not right.

My husband noticed he gets a text saying payment is $40.00. The next day he gets the same one I got that says his payment is $45.00. He checks the website, it says payment due is $40.00. He doesn't have insurance on his phone. Doesn't help to call customer support and the people that work in our local BM are morons.
ali on 2013-06-26:
I JUST got off the phone with boost. this was my FIRST shrinkage month. my payment was due every 26th. I tried to make a call and it was "shut off". I even tried making a payment yesterday so it would have been on time but for some reason their "system" was down (I was trying to pay using my debit card on file online) but their servers were down. at least that is what Firefox message said. I tried getting online via my android and it still wasn't working so I called and spoke to a guy in their regular customer service. he told me "you should have received a free text message indicating the due date has change to 1 day earlier". I read to him the last text I received which was several weeks ago about some policy changes starting in July. since I didn't get an email, nothing in writing or a text stating my due date was changed the guy told me if I processed the pymnt to establish service again he would make it to reflect it was "on time". lets see if that happens. I asked if there was anything in writing about the due date change, he said ya look at the website...only thing it speaks about due date changes is when you missed your payment. doesn't state anything about the due date automatically changing when your plan changes (regardless if the plan change means your plan $ is lowered as your on the shrinkage plan). for all who's having problems, I would file with BBB....FYI: if you didn't know, boost is owned/affiliated with Sprint. you'd think a large company such as Sprint would actually not pull this kind of BS! I suggested to the customer service guy to maybe make a note/suggestion from me as a on-time/never paid late customer that WILL voice my concerns to let others know (as they say word of mouth is the best advertising) stating they should add this due date change somewhere...anywhere! they can't just rely on a text message notifying someone of something important like this! they can't confirm it was received, opened, viewed and I can't confirm I did or didn't get it either! so it's all he say/she say. hope you all get sorted out with your issues. I hope the guy that dealt with me (who I might add had a strong accent so who knows if he even lived in the US) actually made it so I did make the payment on time! so frustrating, thanks boost for starting my day out rotten! :/
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Boost Mobile Customer Service Sucks!
Posted by on
On Friday the 29th of May I ordered a phone off of boostmobile.com… I went with the additional ship since the fee was only an extra $5. Immediately after I received an email with an order number and it said once the item was shipped then I would receive the tracking information. The afternoon of the next day I tried calling their customer support because I’d still never received the tracking number so I wanted to know if it was even shipped yet…. I had to call back 8 separate times because when I am lucky to get an agent who understands enough English to not think the solution to my problem is to just over-talk me as much as possible or interrupt me at every point then they can’t help me so I get transferred to telesales who has the same problem with the English language but they couldn’t help me so they gave me the number to Nextel Brightpoint (their shipping service) I tried calling that number in which I got a recording say “Our office is currently closed, our normal hours of operation are 8am to 8pm eastern standard time. Please call back during those hours” ….. It was 1:30pm eastern standard time!!! Come to find out they aren’t open on weekends which isn’t a big deal if they’d just state that in their recording. The following Monday when I called Brightpoint back they finally were able to tell me that the phone I ordered was on backorder and they don’t know when it should ship. It didn’t state that anywhere on the website when I’d placed the order. I just cancelled the order and now wait to see how long it'll take them to refund my money.

The level of this company's customer service is ridiculous!! If you are reading this and considering switching to Boost then save yourself the trouble and use another providers plan because just about all other providers give you an unlimited plan with A LOT less hassle.
     
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The Hurricane on 2010-01-26:
Boost Mobile customer service has nothing to do with Brightpoint or the selling and shipping of phones on Boostmobile.com. Also, it's common knowledge that when you order something online, it only ships on business days. If you order something on a Friday, it usually won't ship until Monday. Even "Next Day" shipping means next BUSINESS day.
The Hurricane on 2010-01-26:
By the way, Boost Mobile doesn't have call centers outside the US. You're line about them barely understanding English is funny.
ghreed on 2010-07-28:
Sh*t yes they do and I had the same problem with shipping and text messages and understanding the bad speaking English reps
David on 2013-08-10:
Yes Brightpoint has everything to do with boost mobiles shipping, I placed a order through Boost Mobile and they transferred me to Brightpoint, who took my order and money, confirmation through my Bank showed they took my money... and didn't give me a confirmation # or tracking #... PS their English is awful, their rude and constantly over talking you... you work for Boost Mobile? or have you ever called Boost Mobile?.... and Boost Mobile has a 1 star rating, plus home office is in australia...
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No Loaner Phones While Repairing My Warrantied Phone
Posted by on
Rating: 1/51
Any time I've dealt with Boost, I've received bad customer service (that's putting in nicely)... But this takes the cake! I dropped my phone and cracked the screen. Paid the $110 deductible for Assurant (Boost's phone insurance) to replace my phone. Get the "new" (I'm sure poorly refurbished) phone, but from the moment I activated it, it had a major problem that interferes with and often prevents me from using the phone just about every time I use it. Called the ins co about the issue, was told to call Samsung since it is still under warranty. SS is more than willing to fix it, but the only way they can is for me to send it in. Samsung doesn't (and shouldn't) offer to give a loaner phone while it's being fixed... AND neither does Boost. How is this my problem?!? The supervisor I spoke with told me that it was my fault and my problem for dropping my phone in the first place. Duh! But that's why you sell insurance to "valued" customers like me (idiot). However, it is NOT my fault that they sent me a faulty phone for my $100. And now the responsibility falls to me to find some way of getting a phone for two weeks while Samsung fixes my phone! The supervisor's response to my complaint was that "We are a prepaid service, so we don't have loaner phones"... Interpretation: "We suck at taking care of our customers, but we were able to fool you into thinking you were not giving anything up by switching to Boost. Muahahaha!" The saying is true here... if it seems too good to be true, IT IS.
     
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clutzycook on 2014-01-11:
I've never had a phone company give me a loaner phone either, but that's why I usually keep an older phone handy in case something like this happens.
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Can't Text
Posted by on
Rating: 2/51
DENVER, COLORADO -- For some unknown reason you can't text as you please it comes up message failed, then you try to resend but it fails again. As usual, Boost doesn't care because they don't have a customer line to call and the people at the payment centers don't know anything and don't care either, Boost sucks!

Three months ago, their excuse was that their tower was down and I was without a phone for a month. I had to walk a block away to make a call or get messages. They had no compensation for the month of lousy service and I don't know how I could have contacted them anyway because they don't care!

Boost sucks Boycott Boost Mobile pick any other provider maybe someone that cares about their customers .
     
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DebtorBasher on 2013-07-21:
Phone: 888-266-7848
To reach a live person:
Wait for the message to go to English
Press 5
Press 2
Press 4
Wait through all of the menu options, and then a few seconds longer until prompted to talk to a rep. Press 0
Press 2
Hours of Operation: 4am PST – 11pm PST 7 days a week...

To Email : crboost@sprint.com

Customer Care Link: http://www.boostmobile.com/support/contact-customer-service/

Customer Serivce Phone:
866-434-6295

To reach a live person:
Direct number to a live customer service agent

Tech Support:
Phone:
866-402-7366

To reach a live person:
Press 5
Press 2
Press 4
Press 0
ok4now on 2013-07-21:
Very useful info DB, this should definitely help.
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