Complaints

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

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  Boost Mobile

  9601 S Meridian Blvd Englewood, CO 80112-5905

• 

  Boost Mobile

  2411 N Wellesley Spokane, WA 99206

• 

  Boost Mobile

  5122 Ne M L King Blvd Portland, OR 97211-3234

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  Boost Mobile

  3767 Eastern Blvd Montgomery, AL 36116-7312

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  Boost Mobile

  827 Taylor Ave Towson, MD 21286

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For a week now my phone, and my wife's phone has had no data on our phones. We have two separate accounts but both are with Both mobile. Neither of us can text anyone,and my wife cannot email or text. I purchased a new phone today from boost,yet she has the same problems, and she is unable to transfer her data from her old phone to her new phone. I've tried several times to get a hold of the customer service department but a recording keeps saying that due to technical problems we cannot help you at this time. This is the same message that I've gotten for a week! This is ridiculous, and poor service! We've been with Booth for nearly 5 years now,yet we have no use with our phones!Please assist and/or advise!Thank you,********************* ************

  Business Response

  Date: 01/17/2024

  January 16, ****
  
  
  
  *************************
  **************************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ************:
  
  On January 2, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.
  
  You said that both you and your wife have been unable to text with your phones the past week. Additionally, your wife cannot transfer data from her old phone to her new one.
  
  When we spoke on January 16, ****, I informed you that your data was being throttled/deprioritized.I recommended that you and your wife make sure you are on a Wi-Fi network, as frequently as possible, to prevent excessive data usage. I also offered a credit for both you and your wifes monthly bill, which you accepted. You indicated that after purchasing additional data, your wife was able to transfer data.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We continue to receive e-mails saying our Boost Infinite bill is past due and if we don't pay there may be a service interruption. We were on Republic Wireless and left for a new carrier before the announcement all customers would be switched over.Currently the last e-mail I received says $113.12 is owed with a due date of 12/15/23. There is NO billing contact on the website. The chat option in the e-mail simply takes one to the home page of their website. The Contact Us option in the e-mail has no link associated with it.We never utilized ******* services. I checked our Republic Wireless account and it shows both our phones as inactive for service.If anything has been reported to any credit agency or collection agency, we want that nullified immediately.

  Business Response

  Date: 01/05/2024

  January 3, ****
  
  
  
  *******************************
  ***********************************. B
  *******, ** 92359
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ********************:
  
  On January 2, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.
  
  You stated that you continue to receive emails indicating your Boost Infinite bill is past due. You mentioned you switched to a new carrier before the announcement that all customers would be migrated over, and you indicated your Republic account shows both devices are inactive. You requested a billing adjustment and no further contact.
  
  Republic Wireless transitioned to Boost Infinite and therefore, all customers were migrated to the new platform.
  Our records indicate we never received a cancellation request from you; therefore, your phone numbers were migrated over to Boost Infinite. Please note, your Republic account reflects the devices are inactive (because they were migrated to the new platform). The number ending in **** reflects as disconnected. The number ending in **** is pending disconnection on January 31, ****.
  
  In the interest of customer service, a credit of $113.14 has been applied to your account leaving a zero balance.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Republic Wireless, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 01/10/2024

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

  Just for the record the **** number was under the **** account. I had cancelled both number under that account. I don't recall the details, but I believe I had to call in to complete the deactivation and transfer.
  
  I don't understand how if I never cancelled the service that a different carrier has been servicing the number?

   

  Thank you Boost for your assistance.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my monthly plan off and was not able to use my service properly so I purchased an add-on that states in the description what I could use it for after it didn't work I called customer service they proceeded to tell me that I could not use the add-on that I purchased for what I wanted which is what the description said I could then had four different agents and two supervisors tell me there's nothing they can do they refunded my money back into their account so I couldn't get my money and could only use it with them and then a representative from a store tricked me into spending more money to change my service but only for 10 days and I had to pay the new hire fee after the 10 days when my service was finished.

  Business Response

  Date: 01/15/2024

  January 9, ****
  
  
  
  *****************************
  *******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On January 2, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.
  
  You stated that you paid your monthly plan in full, but you were not able to use the service properly. You called customer care for assistance,but you were unable to reach a resolution. You mentioned you received a refund and then paid a new hire fee at a retail location. You requested a refund.
  
  A review of your account reveals that a refund of $26.25 was issued on January 2, ****.
  
  We apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ******************************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** / ******* Better Business Bureau
                  ****************************************
                  ******,** 80210
  
  *****************************
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 21st, 2023, I ordered a *** Z phone from Boostmobile.com for $27 as part of an eligible upgrade option, which entailed free shipping with a two-day delivery timeframe. However, as of Dec. 30th, 2023, the phone has not been received, and the online portal indicates that the order is complete.To resolve this matter, I contacted Boost Mobile's customer service at 8:07 am on Dec. 30th, 2023. Unfortunately, the representative I spoke to claimed that the order was canceled due to our supposed ineligibility for the device. I requested clarification on the reasons for our alleged ineligibility, considering the purchase was made outright during a sale. The representative was unable to provide any details leading to our ineligibility. They did mention that a refund would be processed within five days, expected to be received by Monday, January 1st.I requested to speak to a superior. After a nine-minute hold, I eventually reached a superior who provided conflicting information. According to them, the order had been placed and shipped on the 21st, but a different department later decided that we were ineligible for the device. Consequently, the phone was returned via *** courier service to Boost Mobile's warehouse. I was then informed that a refund would only be issued after the item had been returned, a process expected to take an additional 3 to 4 weeks. I raised concerns about potential discrimination, as no one could provide a valid explanation for our alleged ineligibility for a device we had purchased outright. Instead of addressing these concerns, the representative identified as *****, repeatedly claimed inability to provide answers and refused to connect me with someone who could assist. He then disconnected the call, leaving me without a resolution or further assistance from Boost Mobile. I am seeking a straightforward resolution: either the immediate delivery of the *** Z phone, which was purchased in good faith, or a prompt refund to rectify this issue.

  Business Response

  Date: 02/01/2024

  January 27, ****
  
  
  
  *********************************
  1863 *******************.
  *******, ** 30228
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ********************:
  
  On January 10, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.
  
  You said you purchased a device for $27.00, as you were eligible for an upgrade. However, the order was canceled and you were informed that you were ineligible. You expressed frustration with not being provided a reason the order was cancelled, and you indicated that the agent you spoke to refused to assist you. You requested the device or a refund.
  
  My attempts to contact you on January 26 and 27, ****, at ************** were unsuccessful, but I left a message each time. I also sent an email to ***************************** with a request that you contact me.
  
  Our records show the order was canceled due to risk considerations. We apologize for the inconvenience.
  
  I regret the way your issue was handled by our representatives. Thank you for bringing this issue to our attention, so that we may address it with the appropriate personnel.
  
  Our records show a refund of $27.00 was issued on January 3,****. Unfortunately, you no longer qualify for the upgrade, but I am willing to work with you and assist with placing the order. If you would like to move forward with this, please contact me directly at **************.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Continually being stopped from using my phone service. I'm on disability yet they continually make it impossible to use my phone:1. Wouldn't allow me to purchase extra data 2. Wouldn't abide by their advertised deals they have at ******** $25/month 30GB unlimited even though I was switching over as a new customer with my own unlocked phone. They made me call four times, each time having to start over, hung up three times, made promise core it then said they didn't.3. Wouldn't give me the government discount they advertise even though I brought in all requirements per the sign in their store. Then there representative got mad at me and made me leave their store.4. Though I'm in a completely covered region per their statement and may, always have very slow throughput.5. Never keep notes on a call such that every time you call back you have to start over.(P. S. I know this business methodology; making someone so tired of trying to get you to truly provide what you advertise that they just give up - in the long run this WILL BE YOUR DEMISE)

  Customer Answer

  Date: 01/12/2024

  As you see in these speed tests, as time goes on in the month they drop me down nearly an order of magnitude. Further, the speed use to be consistently over 50Mbps when I had an older, less functioning phone. One can argue that the tone of day is a factor but this occurs in the middle of the night as well.

  Thank you for looking over the problems I'm having, my greatest resolution is to simply get what I paid for. 

  Business Response

  Date: 01/25/2024

  January 21, ****
  
  
  **********************
  *******************************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Mr. ****************** January 2, ****, we received your complaint, dated December 30, 2023, filed with the Better Business Bureau.
  
  You stated you have experienced difficulties with your Boost Mobile billing regarding the Affordable Connectivity Program (***) and data services. You requested these issues be corrected.
  
  To clarify, the *** is a federal government benefit program available to select eligible households. You may be eligible for the *** based on your income or other criteria. It is administered by the ********************************* and managed by a third-party organization. Boost Mobile has no authority over the application, enrollment or approval process.
  
  Please note that although you were approved on the *** website, the benefits are not automatically applied to your account. A ******************** *** application needs to be filled out. This can be done at either ************************************************** or by visiting a Boost Mobile store. Please ensure that the information you provide on your Boost Mobile *** application is the same as you provided on your *** application.
  
  Our records indicate you are currently on the $25.00 monthly unlimited data plan.Our ***************** and Product-Specific Terms disclose that to preclude the possibility that unlimited data plan customers who use high volumes of data may occupy an unreasonable share of network resources, Boost Mobile employs network prioritization on the Boost Mobile network. When customers on unlimited data plans use more than 30 GB of data during a single billing cycle, Boost Mobile reserves the right to de-prioritize or reduce the speed available to 2G speeds for the remainder of that billing cycle. Customers who subscribe to unlimited data plans may also notice changes in the performance of data-intensive applications such as streaming video or online gaming when subject to de-prioritization or the reduction in speeds.
  
  Sincerely,
  
  
  ***********************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:          ****** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *****************************

  Customer Answer

  Date: 01/29/2024

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

   

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost mobile attempted to charge my PayPal account in the month of December 2023. I cancelled the automated payment on Boost's website as well as PayPal's website. I rejected the charges from my bank account. They charged me again. I attempted to pay from a new account, but they charged my (cancelled) PayPal account method. I called customer service on Friday, December 29. 2023. I spoke with a representative who could not help so I requested that the call be escalated. It was. I spoke with the representative who was unable to resolve the issue, so I requested to speak with her supervisor. She said she attempted to reach them to no avail. I told her I would wait. She replied that they were unavailable. I requested that what she was telling me to be emailed to me for my records. She stated that they could not do that and hung up on me. I don't know what else to do. I just want to be made right by this company. Please, help. I am attempting to find the corporate contact as well.

  Business Response

  Date: 01/15/2024

  January 5, ****
  
  
  
  Ms. *********************
  *********************************** 201
  **********, ** 23114
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear **************:
  
  On January 2, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You stated that your PayPal account was charged in December 2023. You canceled automatic payments and rejected the charges through PayPal;however, the charge still went through. You said that you contacted customer care and requested a refund, but it was denied.
  
  When we spoke by phone on December 30, 2023, I advised you that the AutoPay payment went through on December 18, 2023; you did not remove automatic payments until December 21, 2023. Nonetheless, I informed you that I would make an exception and issue a refund; however, your service lines would be disconnected immediately. You accepted this resolution.
  
  On January 2, ****, the refund was issued and your service lines disconnected.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a refund for my order below. The phone and SIM card were never delivered to me. They were redirected to the seller (Boost Mobile). Their website was down for almost two months in Feb/March/April. I was not able to log into my account to chat with their customer service during that period. When their website was active again, I was able to chat. Their customer service claimed that they would refund me the full amount but I have not received any refund so far. I am very disappointed about this. The tracking number clearly shows that the order was returned to their center due to undeliverable. We contacted their customer service before the shipment but they still shipped it to the wrong address. Thus, I would like to request a full refund for my order (i.e., $101.29) to the PayPal account that I used to make the purchase. My Paypal account is ************************ Thank you.Order detail: Order Number: 5295-271150-9606 Order Date: 02/04/23 Amount Paid: $101.29 Tracking number: 1Z52A2590308426980

  Business Response

  Date: 01/15/2024

  January 13, ****
  
  
  
  Thi Ni Ni *****
  ***************************************************
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear Thi Ni Ni *****:
  
  On January 2, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You said you never received the device you ordered and it was returned to Boost Mobile. You requested a refund of $101.29.
  
  Our records show the payment was not authorized. You will need to reach out to PayPal for further inquiries regarding this issue.
  
  Sincerely,
  
  
  
  ***********************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************
  
  

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 weeks ago 12/12 I have not had service. I went in to store and told me the phone had been suspended. They wont give me any information on how to fix the problem. I still paid my bill 12/20. I am still paying for a phone and I don&#**;t have no service. ************** is the phone that does not have service.

  Business Response

  Date: 01/22/2024

  January 19, ****
  
  
  
  Ms. *************************
  *************************
  ********, ** 70669
  
  Re:          BBB Complaint #********
                  ************ - ************
  
  Dear ******************:
  
  On January 4, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You said that you have not had service since December 12,2023. You requested a billing adjustment and to have service restored.
  
  You have a four-line account with the line associated with the phone number ************** currently suspended. The reason for this suspension is due to Traffic Pumping or Access Stimulation, which is a violation of Boost Mobile Terms and Conditions and ********************************* (FCC) rules.On December 20, 2023, an SMS text message and email was sent to this number advising of the potential suspension if this activity did not cease. For more information, please visit *******************************************.
  
  Service to this line has been permanently suspended without the option of restoration; however, the phone number is available to port out to another carrier. Please note, this must be done as soon as possible to prevent losing the number altogether.
  
  Your request for a refund and service restoration is not warranted and is therefore, denied.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *****************************
  
  
  

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has made me beg for 10 weeks for my own phone records as they do not provide them online which is not disclosed at time of contract. I have over 100 hours on the phone, dozens and dozens of call including with supervisors , lied to every time I call and told a different story everytime I call, been hung up on repeatedly as they are working from home and just hang up when their dog barks or their personal phone rings,. They are very aware that my June 2023 entire call history is desperately needed to save my home as I am a single disabled woman who is having an issue with social security disability. They withheld to this day, my July 2023 payment of $1810.00 stating that I cannot prove that I began calling in June which can be proven with my phone records . They are still not providing my June ************************************************************* about 25 days! Again, I have been requesting it for 10 weeks.

  Business Response

  Date: 01/11/2024

  January 3, 2024
  
  
  
  *******************************
  *************************
  **********, ** *****
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **********************:
  
  On December 28, 2023, we received your complaint,dated December 28, 2023, filed with the Better Business Bureau.
  
  You stated that you requested to receive the phone records on your account from June 2023, along with a refund.
  
  Our records indicate that a ticket was opened to provide the records requested through our normal process. The records were mailed to the billing address on the account on December 20, 2023. Please allow up to three weeks for delivery. A refund is not warranted in this case.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
                  *********************
  

  Customer Answer

  Date: 01/11/2024

  Hello,

   

  They lied.  The records that came are from July to December.   I have been begging for **** for months and they still messed it up!  I was denied my Social Security payment for July because I could not provide my phone records showing that I was calling them since ****!  They cost me $1810.00 .  FOR THE 50TH TIME, SEND MY JUNE CALL LOG . They , including numerous supervisors were made very aware that I could not receive that payment without my **** call log and treated me horribly, usually just hang up on you.  They purposely neglected my **** statement .  I need it now. That is what I was forced to request for months and they failed to include it.  When I called after the July through December call logs came and told them they failed to include the most critical one for ****, they said," we sent your records " and hung up on me!  

  Business Response

  Date: 02/06/2024

  February 2, ****
  
  
  
  *******************************
  *************************
  **********, ** *****
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **********************:
  
  On February 1, ****, we received your rebuttal, dated February 1, ****,filed with the Better Business Bureau.
  
  You stated that you received your call logs for July to December 2023, but not June 2023. You requested that the June 2023 call logs be provided.
  
  A review of the recorded phone conversations on November 28,2023 (the date of your original request), confirm that you did not mention records for June 2023 at that time. The only timeframe mentioned was August 2023 to the present. In addition, our records indicate your account was created on July 3, 2023, and activated on July 7, 2023. As such, no call records from June of 2023 are available.
  
  We strive to provide excellent customer service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be shared internally with the appropriate personnel.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:12/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boost Mobile is running a video ad for a KNOWN SCAM (the *****************************/Le Creuset Cookware Giveaway) in its BoostOne app. The fake giveaway is designed to obtain credit card data and ensnare victims into unknowingly authorize monthly payments to the perpetrators of the fraud. Neither ***************************** nor Le Creuset are participants in this illegal activity, nor have they authorized the usage of their likeness, voice, endorsement, product, name or brand. ********** likeness and dialog in the video were created by using A.I.-altered footage and audio. Warnings about this scam have appeared all over The Internet since Thanksgiving, 2023. Boost Mobile and its parent company Dish Network are engaging in fraud by aiding and abetting known swindlers, exposing Boost Mobile customers to deceptive advertising and luring Boost Mobile customers to be victims of robbery and credit card fraud. Furthermore, this isn't the first time Boost Mobile has run unsuitable and deceptive video advertising in its BoostOne app.

  Business Response

  Date: 01/11/2024

  January 9, 2024
  
  
  
  **** Mars
  **************************************************************
  
  Re:          BBB Complaint #********
                  ************ - *************
  
  Dear **** Mars:
  
  On December 28, 2023, we received your complaint, dated December 27, 2023, filed with the Better Business Bureau.
  
  You contend that Boost Mobile is running a video advertisement for a known scam, the *****************************/Le Creuset Cookware Giveaway, in its BoostOne application. The fake giveaway is designed to obtain credit card data and ensnare victims into unknowingly authorizing monthly payments to the perpetrators of the fraud. You requested a modification/discontinuance of the ad in question, full compensation to any and all Boost Mobile customers swindled by it and the assurance that no more deceptive, fraudulent, illegal advertising will appear in the BoostOne app.
  
  Contained within the BoostOne application is an option to watch videos that, by doing so,you can earn points that *** be applied to your bill. However, once you select this option, ads and promotions are presented to you for various products and services. These are independently produced and have no affiliation with Boost Mobile, Boost Infinite, DISH Wireless, DISH Network or any of their subsidiaries. To prevent viewing these, I recommend that you do not select the watch videos option. In addition, it is strongly recommended that you thoroughly research any product or offer before providing your credit card or any other personal information.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Boost Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
  *****************************