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Complaint Details
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Initial Complaint
01/14/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made a order on the 17th of December. It was canceled and never received my money back. I have made multiple attempts at reaching out and even spoke to an executive named ******, who up until now has been know help. They are unable to locate the money for my product that never shippedBusiness response
01/20/2025
January 14, 2025
Mr. ******* **********
PA 19401
Re: BBB Complaint #********
************
Dear ********************************* 14, 2025, we received your complaint, dated January 14, 2025, filed with the Better Business Bureau.
You stated that you placed an order for a device, but the order was cancelled and you did not receive a refund. You provided a screenshot showing order number 4692-081534-1900. You requested to receive a refund.
Our records show that three accounts were set up under your name and the address ******************************************
The first order, under ******************* was placed on December 9, 2024. The device was shipped and delivered to the address above on December 11, 2024. There is an open device return order on this account. A refund will be processed after the device is received in our warehouse.
A second account, under ************************** was created on December 17, 2024, on which no order was placed.
The order number you provided is associated to a third account, under the email ********************** This order was cancelled. We have submitted a request for a refund of the payment of $96.00. Please allow seven to ten business for processing of the refund.
Sincerely,
***** *******
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
***** *****Initial Complaint
12/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for phones and service through boost on 12/16/24. The order total was $212.00. The order was cancelled because they said it was flagged from fraud. They told me to wait 24hrs and place another order and in the meantime the refund would go to my card within 3 days. I waited 24 hours placed another order for $212.00. The next day I got an email that I needed to call boost for verification when I called they asked for my ssn and personal info then told me the 2nd order was cancelled and they couldn't give me any reason or information as to why. Now they have $424 of my money and they told me it will be refunded after 15 days! I cannot wait that long I need my money back now or before Christmas this is bad business they told me to place a second order and that everything would be fine.Business response
12/23/2024
December 20, 2024
Ms. ******* *******
**************
*********************;
Re: BBB Complaint #********
************** -2024-12-27803
Dear Ms. ****************** December 19, 2024, we received your complaint, dated December 18, 2024, filed with the Better Business Bureau.
You said that on December 16, 2024, you placed an order and paid $212.00. However, it was canceled and flagged as ********* were told to wait 24 hours and try again. On December 18, 2024, you placed a new order and paid $212.00 again. You received an email requesting that you contact us, so you did and you were told the new order was canceled without explanation and a refund could take up to 15 days.
Our records show the orders were canceled due to a mismatch on personal information. Our system requires that the billing and shipping details provided align with your payment method. When these orders are canceled by our consumer protection team, the funds are released back to the payment method, typically within 72 hours, but there is no way to expedite it.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer response
12/30/2024
Complaint: 22705611
I am rejecting this response because: my account is in the negative due to the pending charge it has been pending since December 16tt with no refund or resolution!
Sincerely,
******* *******Business response
01/16/2025
January 16, 2025
Ms. ******* *******
**************
*********************;
Re: BBB Complaint #********
************** - ************
Dear ****************************** 15, 2025, we received your rebuttal, dated January 14, 2025, filed with the Better Business Bureau.
You rejected our response stating your account is negative due to a pending charge. You indicated that you have not received a refund for this payment.
A review of your account shows the $212.04 payment applied on December 19, 2024. I submitted a refund; please allow seven to ten business days for processing.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Initial Complaint
12/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am attempting to regain reimbursement from Boost Mobile ****************** for two months of service amounting to $146.00 due to a suspended line. The line was suspended after I reported theft of the phone and my wallet. I assumed that being unable to utilize the cellular service due to likewize insurance suspending the process of delivering my replacement of my paid for cellular device which was completely stopped functioning the same day that it was received. Likewize did not perform it's duty in communicating to me that I was still being charged $73 for an inactive line of service through autopay. Boost Mobile Employees also did not inform me that I was continuing to be billed for an inactive line. The line inactive due to likewize insurance refusing to promptly replace the broken replacement cellular phone which was processed. No employee of either of Boost or Likewize explained to me the option that I should turn off autopay. Therefore I went 50 days without service and was unknowing be billed. Account Number: ************. Phone number ************. The Operator ID: G92, ********************************************* Managers Resolution Team I expected Boost to be more Consumer Oriented and less money greedy. They only care about money and proceeded to take it expressing that the line was suspended. I paid for the replacement through my insurance and then paid the deductable to receive a functioning phone. They sent to me a damaged device instead causing me great loss, missed communications, lack of safety, lack of access to friends, business and health associates and continued to steal money while telling me that the service was suspended. They refused to reimburse $$ for these were services not rendered. They were unwilling to complete the necessary delivery of effective quality equipment which had already been paid for and was fully covered by the deductable. I was unknowing of the charges until 45 plus days after due to being unable to access my Debit card until today. *******Business response
12/10/2024
December 6, 2024
Mr.******* ********
***************************
*********************
Re: BBB Complaint #********
360522299806 - *************
Dear Mr. ******************* December 5, 2024, we received your complaint, dated December 4, 2024, filed with the Better Business Bureau.
You said that you suspended your line because your device was stolen. You contacted ******** and received a replacement, but it broke shortly soon after. You decided to switch providers, and you requested a refund for the last two months of service being that you were unaware you continued to be billed.
A review of your account reflects that you did not request for your service to stop or automatic payments to be removed.
Please be aware that to transfer your phone number to a new provider, your account must be active. Once the phone number is ported out, your account is automatically canceled.
The Boost Mobile Terms and Conditions disclose that payments remitted to Boost Mobile are final and non-refundable; any unused funds remaining on an account at the time service is canceled will be forfeited. Therefore, your refund request is denied.
If there are further questions or concerns about this issue, please feel free to contact me at **************.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******, CO 80210
***** *****Customer response
12/10/2024
Complaint: 22642183
I am rejecting this response because:By definition of the word suspended, "temporarily prevent from continuing or being in force or effect", I was under the impression that when one reports a stolen item and cannot utilize the functions of data and cellular that the full auto pay would be paused and suspended as the word designates. Neither an employee from likewize nor boost explained that I would be responsible for ending the service myself nor was the billing beyond the word and date of suspension explained or offered as an option. The option to lose the number and save $147 plus the cost of the insured item which was never received should have been explained because suspension by definition and stolen device by meaning would imply that they services charged for were incapable of being utilized. There should be a specific term which is applied to a low cost fee while phone service is suspended to keep the number itself which I would imagine should cost no more than $15 monthly until the new phone and service is reactivated. You are still attempting to bill for services which you clearly could not and did not provide knowingly. This is poor communication and theft. Furthermore I had no access to my online boost account nor to my bank because I could not log in to either without verifying my identity using the suspended phone service which I was denied to be delivered by likewize. How can you hold me accountable for being incapable of completing a task which I was under the understanding that by simply suspending the service, reporting the item and service unusable and you knowing full well that I had no access to my account without my debit, id, and ********************************************* phone number to even log in to my boost account for the purpose of this.
As a good business effort demonstrating that you value me as a consumer suffering tragedy, I ask that you reimburse the loss or provide some sort of credits that may be used as incentive to return to boost that I may be valued as a consumer more than as a method to take as much money as possible while knowingly providing as minimal service as possible..
Sincerely,
******* ********Initial Complaint
11/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had been paid for insurance threw Boost ***** since I had my phone when summitting a claim they will not honor. I was also told they see that I was paying for insurance, but someone did not add the insurance, or I declined to get it I would have never declined to get the insurance because of the type of job my husband does. I spoke to a supervisor and told him to show me proof your phone call supposed to be recording he said it's nothing he can do but give me my money back for the insurance I paid for my old phone because they never transferred the insurance to my new phoneBusiness response
12/03/2024
December 3, 2024
Ms.****** ******
***************
*************************
Re: BBB Complaint #********
778072506959 - *************
Dear Ms. ***************** November 27, 2024, we received your complaint, dated November 26, 2024, filed with the Better Business Bureau.
You said that you purchased a new device and unbeknownst to you, the insurance plan was not added. You indicated that you were not aware you did not have the device insurance until your claim was denied.
My attempt to reach you by phone today was unsuccessful, and I left a voicemail asking you to contact me.
A review of your account reveals that you did not add on our insurance plan for your new 2023 Moto Razr (XT2323-2). Please contact me directly at ************* to address your concerns.
Sincerely,
***** ****
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******, CO 80210
***** *****Initial Complaint
11/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I switched to ******* wireless in October and the other 2 lines on November 5th and then the last one on November 17th. Received a confirmation email that my phone numbers were ported on November 18th. Boost mobile still took out a 104 payment even though we had already cancelled the services they claimed we didnt cancel however we are using the phone numbers on ******** network how is that possible to not have cancelled but be using a different phone company network. I first called on November 21rsy and was told they would give me my refund once the payment was posted with the bank and not pending status called today the 24rth since it posted and was told by a manager named ********* that she was unable to issue my refund that there was nothing she could do. How is it they are charging me for services that Im paying for with ******* that is like double charging me. Boost is stealing my moneyBusiness response
11/26/2024
November 26, 2024
Ms. ******* *****
******************
********, ** 77571
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** November 25, 2024, we received your complaint,dated November 24, 2024, filed with the Better Business Bureau.
You said that by November 17, 2024, you had ported all your phone lines to *******;however, a payment was still taken. You requested a refund, but it was denied.
As stated in the message I left for you earlier today, it is Boost Mobiles policy that once a payment posts to an account, it becomes nonrefundable. However,after completing a review of your account records, I agreed to issue a refund for the payment made on November 22, 2024, for $104.00. Please allow 14 business days for processing.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************;
******,CO 80210
****** ********Initial Complaint
11/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
11/13/24 I purchased a ******* S24ULTRA from boost mobile for $1447.24. The initial email I received informed my id get updated info on tracking within 24hrs. When I chatted with customer service I told it's be *****. When I chatted with them again I was told it might be 10days and if i didn't have tracking info by the 25th to reach back out. I've never gotten a clear answerCustomer response
11/25/2024
Update on what infield with boost mobile. In my original complaint I asked for my order to be delivered immediately. I received a email stating that my order was to handed over to ***. I chatted with a customer service *** today and cancelled my order. I received a email stating to return the unit for a refund customer service *** told me to disregard the email and that they reached out and when the unit was back in the possession id receive my refund within 7 to 10 business days. I have not received a confirmation email but I've chatted and saved screenshots.
Business response
11/26/2024
November 26, 2024
Ms. ***** *****
**********************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** November 20, 2024, we received your complaint,dated November 20, 2024, filed with the Better Business Bureau.
You said that you ordered a phone on November 13, 2024, and received an email stating you would receive tracking information within 24 hours. However, as of November 20, 2024, you have not received any information regarding your order. You requested for the device to be delivered immediately.
A review of the order found that the shipping date was delayed due to a lack of inventory. It was sent on November 24, 2024. When we spoke today, you said that you have since switched to ******* and you requested a refund. As the device is currently in transit by *** to be returned, a refund will be issued once it is received and inspected.
We apologize for any inconvenience this has caused.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer response
11/27/2024
Complaint: 22581287
I am rejecting this response because: I have not received a cancellation email and upon checking *** tracking a intercept notice was sent and a few mins ago I get a text saying the phone would be delivered on Fri. I will not be at my residence due to the fact that I am on vacation and I've cancelled this order
Sincerely,
***** *****Business response
12/04/2024
December 4, 2024
Ms. ***** *****
**********************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Ms. **************** December 3, 2024, we received your rebuttal, dated December 3, 2024, filed with the Better Business Bureau.
You said that you rejected my response because you have not received a notice of cancellation and *** tracking indicates the package would be delivered on Friday, November 27, 2024.
Please note that the tracking information states the package would be delivered to an address in Ft. *****, **, which is approximately 162 miles from the your residence. It was delivered to our facility on December 3, 2024.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Customer response
12/04/2024
Complaint: 22581287
I am rejecting this response because: to date I have not received a cancellation email of any sorts saying my order was cancelled nor have had my $1447.24 been refunded!.
Sincerely,
***** *****Customer response
12/12/2024
And if you could they keep emailing me and I wish not to be contacted any further from boost.Business response
12/20/2024
December 18, 2024
Mr. ***** *****
**********************************************************************;
Re: BBB Complaint #********
************ - *************
Dear Mr. **************** December 16, 2024, we received your second rebuttal,dated December 16, 2024, filed with the Better Business Bureau (BBB).
You said that you continue to receive email messages from Boost Mobile and you requested they stop.
I removed your email address from our system;therefore, new messages will no longer be generated. However, please allow for any messages that were pending delivery prior to the removal.
Please note: we are required to respond, in writing,to BBB complaints, which is the purpose of this letter.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Issue: Boost Mobile has failed to unlock my phone.I have been a customer of ********************************************* since 2015. No bill was ever paid late, all of my responsibilities as a customer were meet in ******* June of 2024, I closed my account with ********************************************* and asked that my phone be unlocked as provided by law. Boost Mobile failed to unlock my phone despite repeated requests.I contacted the *** due to Boosts failure to unlock my phone. (FCC Complaint #******* July 6, 2024) Boost Mobile responded by sending me to a third party scammer website that claims to unlock a phone for a fee paid by my credit card.Boost Mobiles next excuse was that the phone had been locked by Sprint, the previous owner of Boost Mobile. Next, Boost Mobile stated that the phone was actually locked by ********************. I contacted ******************** and spent considerable time with their support technicians who stated that ******** had not locked the phone, and that the phone could only be unlocked by the carrier. Boost Mobile continues to try to shift blame to ******** for the locked phone, but Boost Mobile is unable to provide any evidence of locking by *********When it became apparent that Boost Mobile had no interest in actually fulfilling their legal obligation to unlock the phone, I had to purchase a new, unlocked phone at a cost of $264.99. Boost Mobile did in fact issue a credit for $60 to my credit card. Apparently they still have my credit card information on file even though I am no longer a customer.I am requesting that my cost to recover from Boost Mobiles failure to comply with their legal obligation to unlock my phone be covered in full, ($264.99 - $60 = $204.99) Boost Mobile is entirely responsible for unlocking the phone, and after wasting a considerable amount of my time with their antics, I need to be made whole again from their damage. Thank you.Attachments: Sales receipt for phoneBusiness response
10/04/2024
October 3, 2024
Ms. ****** ******
************************
Old Forge, ** 18518
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** October 2, 2024, we received your complaint, dated October 2, 2024, filed with the Better Business Bureau.
You said that we have not unlocked your phone. You demand compensation for the $204.99 you paid for the phone you purchased to replace the phone in ************ indicated that we have not met our legal obligation to unlock the phone.
Your contention that we have not met our legal obligation is inaccurate, since your phone was unlocked and released from our system on July 22, 2024. As I stated in previous responses to complaints you filed, the manufacturer of your phone, ********, requires an additional code to complete the process for use on another carriers network. You will be prompted to input this additional unlock code, *******, ONLY after you insert the *** card from another carrier. Until this is done, the phone might indicate that it is still locked by us, but this is only because you have not completed the process. I strongly recommend that you obtain a *** card from another carrier,insert it into your phone and input the unlock code.
Your request for compensation is denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer response
10/07/2024
Complaint: 22370818
I am rejecting this response because:I tried the unlock code using the current SIM that works in my new phone. This did not unlock the phone.
I tried the unlock code with a brand new SIM from the current carrier. I have a new SIM card from the current carrier because, in July, Boost Support insisted that the problem was caused by a defective SIM card, forcing me to purchase a new SIM card from the current carrier. I have not included this extra cost to me in my petition for reimbursement for damages from Boost Mobile.
In the last 4 months, Boost Mobile has failed to unlock the phone that I purchased from them. This necessitated the purchase of a new unlocked phone.
In 10 years as a Boost Mobile Customer I paid my bill on time, each time, every time and fulfilled my responsibilities as a customer.
I have spent a huge amount of time with Boost Mobile Support trying to resolve this issue both online and physically going to the Boost Mobile store. I have incurred costs in both dollars and time.
Boost Mobile has sent me to a scammer website, tried to shift blame to Sprint, ********, and now, the customer.
At this point in time, the actual unlocking of the phone has become irrelevant. I had no intention of asking for damages when I started this process in June. However, the continued shabby treatment from Boost Mobile has motivated me to seek damages. The amount I seek is for the cost of the replacement phone. It does not include all the associated incidental costs. I should be made whole again in the amount of $204.99 ($264.99 - $60) even though my actual costs are higher.
Thank you
Sincerely,
****** ******Business response
10/21/2024
October 21, 2024
Ms. ****** ******
************************
Old Forge, ** 18518
Re: BBB Complaint #********
************ - *************
Dear Ms. ***************** October 18, 2024, we received your rebuttal, dated October 18, 2024, filed with the Better Business Bureau.
You continue to demand reimbursement of $204.99 for the phone you said you had to purchase because your old ******** G stylus 5G is still locked, although you have inputted the ******** unlock code.
As stated in my responses to your previous complaints, your contention that we have not met our legal obligation is inaccurate, since your phone was unlocked and released from our system on July 22, 2024, there is nothing more that we can do. Therefore, your request for compensation is once again denied.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
*******************************************;
******,CO 80210
****** ********Customer response
10/25/2024
Complaint: 22370818
I am rejecting this response because:I tried the unlock code using the current SIM that works in my new phone. This did not unlock the phone.
I have gone to the Boost Mobile store and staff there was not able to unlock the phone using the unlock code provided by Boost.
I tried the unlock code with a brand new SIM from the current carrier. I have a new SIM card from the current carrier because, in July, Boost Support insisted that the problem was caused by a defective SIM card, forcing me to purchase a new SIM card from the current carrier. I have not included this extra cost to me in my petition for reimbursement for damages from Boost Mobile.
In the last 4 months, Boost Mobile has failed to unlock the phone that I purchased from them. This necessitated the purchase of a new unlocked phone. I purchased the original phone from Boost Mobile. Boost Mobile is responsible for unlocking the phone. If it can not be unlocked, then Boost Mobile sold me a defective phone, and they are responsible for associated costs.
In 10 years as a Boost Mobile Customer, I paid my bill on time, each time, every time and fulfilled my responsibilities as a customer.
I have spent a huge amount of time with Boost Mobile Support trying to resolve this issue both online and physically going to the Boost Mobile store. I have incurred costs in both dollars and time.
Boost Mobile has sent me to a third party scammer website, tried to shift blame to ******,********, and yet still claims the phone is unlocked. Boost Mobile is responsible for unlocking the phone, not ******, not ********, not a third party scammer website.
At this point in time, the actual unlocking of the phone has become irrelevant. I had no intention of asking for damages when I started this process in June. However, the continued shabby treatment from Boost Mobile has motivated me to seek damages. The amount I seek is for the cost of the replacement phone. It does not include all the associated incidental costs. I should be made whole again in the amount of $204.99 ($264.99 - $60) even though my actual costs are higher.
Thank you
Sincerely,
****** ******Initial Complaint
09/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a phone and service from a local Boost Mobile store on 9/8/2024. I have had several issues with the function of the phone all reported to the local store. Troubled with all the issues of the phone and not receiving adequate service or explanation for all the issues from the local store. Frustrated, I contacted ******* the phone maker and they suggested to take the phone back to the store. The store techs are unconcerned and dismissive as they were in the begining. My concern is the phone is faulty and or a refribushed phone purchased as new. I should not have so many issues with a phone just in two weeks. While, I have received 3 months of credit from the office of Boots Mobile. I have no confidence in the local store where the phone was purchased. Further, I believe based on my experience with the phone that it is a faulty phone. The credit on a faulty phone is not a solution for the future use of a problematic phone. I did not receive a contract from the store even though I requested one. Their receipt has no phone number and they are now not responding to my calls (I had to ****** their phone #). I want a proven new phone and an adjustment on the monthly bill service as indicated in the begining. I believe Boost headquarters should be concerned as to what their local outlets and how they operate and deal with the community customers.Business response
09/20/2024
September 18, 2024
Ms. ******** *****
******************************************
************************;
Re: BBB Complaint #********
************** -2024-09-20788
Dear Ms. **************** September 17, 2024, we received your complaint, dated September 17, 2024, filed with the Better Business Bureau.
You said that you purchased a phone from a Boost Mobile retail store and you have encountered several issues that you reported back to the store; however, they have not been resolved. You contacted ******* and they advised you to return the device to the store.
When we spoke on September 18, 2024, I informed you that Boost Mobile stores are independently owned and operated; as such, they maintain their own phone inventory and set their own return and exchange policies. I will pass your complaint along to our retail store escalation team for further review.
You also mentioned you were supposed to be on a more affordable service plan. I explained that some devices are sold at a heavy discount and require a higher service plan. As an exception, I will request to have your service plan switched to our $25.00 Unlimited Talk, Text and with 30 GB Data.
We regret any inconvenience you may have experienced.
Sincerely,
***** ********
Corporate Case Manager
Executive Escalations Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
****** ********Initial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Entered by BBB staff DC. Consumer states on August 21 she thought she lost her phone and went to the Boost Mobile store in *********, ** to tell them. They suggested for her to get a 2nd line, which she did. They would cancel the other line. She found her phone the same day and called them to cancel the 2nd line. They have charged her $88.00 for a phone she tried to cancel within 24 hours. They will not cancel the line until the following billing period.Business response
09/18/2024
September 17, 2024
Ms. ***********************
*************************
************************;
Re: BBB Complaint #********
************ -2024-09-20670
Dear ****************:
On September 16, 2024, we received your complaint, dated September 12, 2024, filed with the Better Business Bureau.
You stated you lost your phone on August 21, 2024. You then visited a Boost Mobile retail location and the sales representative suggested to open a second line and cancel the original one. However, you found your device the same day and attempted to cancel the second line, only to be told it cannot until the next billing period. You were charged $88.00, which you requested to be refunded.
When we spoke on the phone today, I informed you that our records confirm a payment of $62.84 was made on August 29, 2024, towards your new service plan price of $88.00. There is also a pending disconnection of your second line set for September 29, 2024. In the interest of customer satisfaction, the line ending in 8211 will be disconnected immediately and the $62.84 payment refunded.
We apologize for any inconvenience this may have caused.
Sincerely,
******************************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
**********************************************
******,CO 80210
*********************Customer response
09/18/2024
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,
***********************Customer response
09/18/2024
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
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
they hide the fact that they charge you 15 days after you open your account on a postpaid account. they will not help you at all. they kept saying that a month of service was 15 daysBusiness response
09/10/2024
September 10, 2024
***************************************
646 French Dr.
********, ** 43228
Re: BBB Complaint #********
************** -2024-09-20220
Dear ****************:
On September 9, 2024, we received your complaint, dated September 7, 2024, filed with the Better Business Bureau.
You stated that you purchased phones and services through us and activated your account on August 13, 2024. You mentioned that your bill should have not been due until September 10, 2024;however, it was due 15 days after activation and your services were then interrupted early. You also indicated that you have been unable to port out your phone number. You requested a billing adjustment and assistance with your account.
Our records indicate that your bill generated on August 14, 2024, with a due date of August 28, 2024. This covered services from August 13, 2024, through September 13, 2024. As we did not receive a payment by the due date of August 28, 2024, your services were interrupted on September 8, 2024. Please note that if a payment is not received by December 12, 2024, the account will be completely disconnected.
Porting requires the account to be in good standings; as your account is currently not, your phone numbers are not eligible to be ported. Once you have restored services, you would then be eligible to port out your number(s).
We decline your request for a billing adjustment. At this time, a payment is required to restore services.
We regret any inconvenience you may have experienced.
Sincerely,
*********************************
Sr. Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.
cc: ****** / ******* Better Business Bureau
***************************************************;
******,CO 80210
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Customer Complaints Summary
42 total complaints in the last 3 years.
22 complaints closed in the last 12 months.
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