Business Profile

Prepaid Credit Cards

OmniMoney By Boost Mobile

Headquarters

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Initial Complaint
07/21/2023
Complaint Type:
Customer Service Issues
Status:
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.
I refill my minutes every month on a card but they switched it with out telling me. They wanted to take it out of my bank account, but I had already spent the $50.00 on the card. So, I go into the store and they inform me that the would not activate because they switched my account over to take the payment out of my checking account. They did not have my bank account and I was not going to give them my bank account. So, I called the customer number on the back of the card and a gentleman told me that they could fix it , if I would just ready him the number. The gentleman ended up hanging up on me. I called the number back and no one would pick up the telephone. I would like to be refunded in the amount of $50.00
Business response
07/27/2023
July 27, 2023

*****************************
************************************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear **************:

On July 24, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.

You said that you purchased a Re-Boost card, but a Boost Mobile retail store declined to take it as payment. You requested a refund.

When we spoke, I requested the number from the card you purchased, which you provided later that day. I forwarded your concerns and information to the appropriate department,but they were unable to locate where we had received funds for that card. As we did not receive the money you paid for it, we are unable to provide a refund for this issue. You may wish to contact the retailer who you purchased the card from regarding a refund.

We sincerely regret any inconvenience this issue may have caused you.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Customer response
08/07/2023
** Response taken over the phone by BBB staff **

I am rejecting just because I provided the wrong number. The correct number is **********.

Business response
08/08/2023
August 8, 2023

*****************************
************************************************************************

Re:          BBB Complaint #********
                ************ - *************

Dear **************:

On August 8, 2023, we received your rebuttal, dated August 7, 2023, filed with the Better Business Bureau.

You said that you provided the incorrect card number.

I left you a voicemail at **************, requesting that you email me a copy of your receipt so we may better investigate this issue. As I explained, I am working with another back office team and they requested your receipt.

Once I receive your receipt, I will forward it to the appropriate team and update the card number.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile, L.L.C.

***************************************************************** /******* Better Business Bureau
                **************************************
                ******,** 80210

                *********************
Initial Complaint
05/08/2023
Complaint Type:
Customer Service Issues
Status:
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.
I pay for my service and all of a sudden my GPS mysteriously stops working and I took my phone up to Boost Mobile and it took them 5 hours to upgrade my phone. I would like to get a new phone and not be stalked. I have been repeatedly stalked and harassed by someone. I have over $12,000 in lost wages over this.
Business response
05/16/2023
May 15, 2023

***********************************
PO Box 224
*********
**********************

Re:BBB Complaint #********
************ - *************

Dear ********************:

On May 9, 2023, we received your complaint, dated May 9, 2023, filed with the Better Business Bureau.

You said that your GPS stopped working. You also indicated you were being stalked.

A review of our records indicate that your service is currently suspended due to non-payment. Should you experience issues once you restore service, please contact ** for troubleshooting. Please note that apps using GPS and real-time mapping consume a considerable amount of data.

If you feel youre ** danger, please contact your local law enforcement. As a cell phone provider, we are ill-equipped to address this issue.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************
Initial Complaint
05/03/2023
Complaint Type:
Product Issues
Status:
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.
On April 20,2023 my cell phone service with Boost Mobile was disconnected for no reason. I pay my bill on the 3rd of each much. I called customer service and explained my problem. They informed I will receive a call in 72 hrs. I never received a call from customer service. I made 2 more attempts to get this problem resolved. and got nowhere. I feel that this is a disservice to me and did caused problems with my job. I am requesting a refund for the 2 weeks with no service and service be restored. Your cooperation in this matter is greatly appreciated.
Business response
05/10/2023

May 9, 2023

*********************************
5607 ***********
**************, ** 20745

Re: BBB Complaint #********
File No. *************

Dear ****************:

On May 4, 2023, we received your complaint, dated May 3, 2023, filed with the Better Business Bureau.

You stated that your account was disconnected without your authorization. You requested it be reactivated.

A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit ***************************************************************************************************.

For any additional concerns regarding this issue, please email ***********************************.

We regret any inconvenience you may have experienced.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
DISH Network, L.L.C.

************************************ / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
04/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On December 31 2022 between January 1 2023 I bought a phone from boostmobile.com I bought a phone and they refused to give me a tracking number for the phone I bought it did finally came when I paid ***** extra dollars to get express delivery and it came 2 weeks late and when I did get it the **** card was corrupted, and I had to buy another **** card and that was just the tip of the iceberg with this but it did not hold him conversations that long on the phone I called the warranty department because they were still in warranty and they said that I wouldve had to pay out-of-pocket and stuff to ************** and stuff and the repair place that I actually went to locally said that they cant do anything about it especially dropped calls and text messages and stuff and all that it was basically it was completely corrupt it. I was just done with the company and stuff because they werent doing anything for me. I was paying for service that I could never use I can give you bank statements about it and stuff and show you what I did pay for it , but they refused to do anything for me. I did the troubleshooting with the phone and they still wouldnt help me about it because the local company did not know what to do and I actually switched over to my old phone and everything was completely fine. The phone itself would never connect to Wi-Fi if I had the mobile data on but when I switched it back over to my other phone, it was completely fine so it was the phone itself and the other phone that I did have it actually connected to the Wi-Fi when I transferred my number back over to my old phone I want all of the money back that I have spent of not having a workable phone for the month not the previous ones but from the December to feb and get a resolution of my money
Business response
05/05/2023
May 4, 2023

*******************************
*************************
*********, ** 41015

Re:          BBB Complaint #********
                ********* - *************

Dear ******************:

On May 3, 2023, we received your complaint, dated April 30,2023, filed with the Better Business Bureau.

You said that you ordered a phone, but it was defective. You requested a refund for two months of service.

Please note that Boost Mobile does not manufacture the phones we sell; therefore, we do not offer a warrantywe offer a seven-day buyers remorse return window.

A review of our records show consistent service use during the time you requested a refund for; as such, and while we sincerely regret any inconvenience this issue may have caused, we are unable to provide a refund for service between December 2022 and February 2023.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

***************************************************************** /******* Better Business Bureau
                ********************************, #***
                ******,** 80210

                *********************
Initial Complaint
04/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I pay over $50.00 every month and I am not getting any services. I can get calls, but I can not receive any calls. I can not web search. I called and they informed me that I used up my data. I asked what did I use up my data up on and they could not give me an answer. I requested to get something off of my bill this month but I was informed that It could not be done. I would like to have $10 or $15 for this month of service.
Business response
04/07/2023
April 6, 2023

*******************************
****************
*********, ** 63112

Re:BBB Complaint #********
890424218617 - *************

Dear ****************:

On April 5, 2023, we received your complaint, dated April 5, 2023, filed with the Better Business Bureau.

You said you are not getting service. You stated that you cannot receive calls, but then you indicated that you can. You also indicated that agents were not able to advise you how you used your data.

Please note that agents cannot see how your data was used. We recommend that you access your Settings menu, then Connections, and then Data Usage to see what apps are using your data. Boost Mobile has no control over how your data is used.

If you are experiencing technical issues, please contact or visit **************************************************************************************** for troubleshooting steps.

While we sincerely regret any inconvenience this issue may have caused, as our records indicate your service is being used, we are unable to provide adjustments for this issue.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
04/04/2023
Complaint Type:
Product Issues
Status:
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.
I filed a complaint about boost, and then retracted it. I now can text and call, but I have no internet still, so I want to cancel my account. And I just paid for three months so I want a refund for the remaining time I have on the account.
Business response
04/07/2023
April 6, 2023

*****************************
*********************
******, ** 61265

Re:BBB Complaint #********
770346026899 - *************

Dear ********************:

On April 5, 2023, we received your complaint, dated April 4, 2023, filed with the Better Business Bureau.

You said you were unable to use your data. You requested to cancel your service and to receive a refund.

A review of our records shows that you already canceled your account. While Boost Mobile terms of service state that all payment remitted are non-refundable, I made an exception and submitted a request to have your $171.00 payment refunded to you. Please allow seven to ten business days for processing.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
************************************************************** 80210

*********************
Initial Complaint
03/11/2023
Complaint Type:
Customer Service Issues
Status:
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.
Re: Tablet and service from Boost/Dish---************, On 01.30.23, I purchased service from boost as they had a package offer that if you prepaid 6 months of service you would get a tablet for free. I paid ***** on 01.30.23 with my paypal digital account. I did not receive the tablet until 02.11.23 to which my service account was running even though I had not received the tablet. On 02/23/22 the network service went off. I have been calling and sending messages on fb messenger and texted through their chat and help has not come, I still have no service or help.************************* Telephone number: ************ *************************
Business response
03/16/2023
March 16, 2023

*****************************
9917 ***************.
******, ** 79765
Re:BBB Complaint #********
Dear ********************:
On March 12, 2023, we received your complaint, dated March 11, 2023, filed with the Better Business Bureau.
You said your Boost Mobile account was activated on January 30, 2023, but you did not receive your tablet until February 11, 2023. You requested an adjustment for that timespan.
On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
Our teams are working hard to restore systems as soon as possible and are making steady progress. Our records indicate that your account and device are showing usage. If you are still experiencing issues, please contact us.
As a courtesy, I applied a one-time $5.15 credit for service between January 31, 2023, when your account was initiated, and February 11, 2023, when you said you received the tablet.
Thank you for your patience as we work to resolve this.
Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************

Customer response
03/20/2023

Complaint: 19584789

I am rejecting this response because: Re: Boost/Dish tablet ************

I am rejecting this offer because I am still without service, and every time I call I am being told that they can't check my service, so I made it easy for them, I took the tablet to a Boost Dealer Store #***** located at ********************************************************** ************ where ***** assisted me in calling Boost/Dish through her dealer connect line to discover the following:

***** at store ***** makes the call on the Dealers Connect Number and places the call on speaker phone so that I can hear what the representative of Dish has to say. Dish rep asks ***** to restart the tablet, then to change the sim card which she did, and after an hour and half of trying to get the Internet and **** services turned on the Dish rep concluded that the tablet is indeed defective and WILL NOT WORK. WHILE i HAVE PREPAID FOR +6 MONTHS OF SERVICE WHICH I HAVE NOT GOTTEN TO USE, IN ORDER TO USE THEM I HAVE TO OBTAIN ANOTHER TABLET!!!
I would like to believe that Dish did not know the tablet was no good when they sent it to me, but seeing the behavior I have experienced through the weeks from Boost and Dish, I'm inclined to believe they knew it was defective and sent it out in efforts to steal my monies, and I have to wonder how many other consumers are suffering in the same manner. What I would like for Dish to do is the following:

I want a new tablet that works, and
credit for all the unused time due to their failure to provide a working product instead of a "lemon". I have since filed a complaint with THE ATTORNEY GENERAL'S OFFICE IN MY STATE ALONG WITH THE **** ATTORNEY GENERAL'S OFFICE. WHILE DISH CAN KEEP ON CRYING WOLF ABOUT RANSOMWARE, THE REALITY OF THIS MATTER IS THE FOLLOWING:

WHEN THEY TOOK MY MONIES AND THOSE OF OTHERS WHO ARE IN THE SAME SITUATION AS THEY COMMITED THEFT VIA CONVERSION AND FRAUD THROUGH A FALSE SALE AND SCHEME. IF THIS MATTER IS NOT RESOLVED NOW, I WILL BE SEEKING TO FILE A CLASS ACTION LAWSUIT AS THERE ARE ENOUGH OF ** IN THIS SAME SITUATION TO WARRANT THE ATTENTION OF THE MANY ENTITIES LICENSING DISH AND BOOST TO CONDUCT BUSINESS....AT WHICH POINT THEIR LACK OF CUSTOMER SERVICE AND ***** WILL COST THEM MANY THOUSANDS OF DOLLARS MORE.

*************************, ************

Sincerely,

*************************
Business response
03/28/2023
March 27, 2023

*****************************
9917 ***************.
******, ** 79765

Re:BBB Complaint #********
974594008910 - ************

Dear ********************:

On March 27, 2023, we received your rebuttal, dated March 27, 2023, filed with the Better Business Bureau.

You said that through troubleshooting it was found that your tablet is defective. You requested a replacement.

Please note that Boost Mobile does not manufacture the devices we sell and they are sold as the manufacturer sends them to us. As we do not manufacture devices, we do not provide extended warranties. Please contact TCL at ************** or visit ************************** regarding their warranty.

If you need to provide your device to TCL for their warranty, please ensure that you back up any information you wish to keep from the device before sending it.

As a courtesy, I applied a $25.00 credit to your account due to the tablet being possibly defective.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
****************************************
******, ** 80210

*********************

Customer response
04/06/2023

Complaint: 19584789

I am rejecting this response because:

BOOST OFFERED THE FREE TABLET TO SELL THE SERVICE, I CANNOT USE THE SERVICE IF YOU SENT ME A DEFECTIVE TABLET!!!! YOU ALREADY HAVE THE MONEY FOR THE SERVICE AND I CAN NOT USE THE SERVICE WITHOUT A TABLET!!! THIS IS A SCAM, AND I WILL PURSUE ADDITIONAL REMEIDES AS THIS ***** CREDIT IS NOT A GOOD FAITH GESTURE OF REFUNDING THE MONIES FOR SERVICES NOT USED DUE TO YOU SENDING A BROKEN DEVICE, AND REFUSING TO MAKE GOOD ON YOUR OFFER.
THIS IS FLAT OUT STEALING AND IS NOT ACCEPTABLE.

Sincerely,

*************************
Business response
04/18/2023
April 18, 2023

*****************************
9917 ***************.
******, ** 79765

Re:BBB Complaint #********
974594008910 - *************

Dear ********************:

On April 13, 2023, we received your rebuttal, dated April 13, 2023, filed with the Better Business Bureau.

You maintain that you have used no service and that you were provided a faulty tablet.

Please refer to my previous response wherein I referred you to the manufacturer to troubleshoot your device. As I explained, as we do not manufacture the device, we do not offer warranties for them.

A review of your account shows that data has been used.

Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile

********** / ******* Better Business Bureau
************************************************************** 80210

*********************

Customer response
05/01/2023

Complaint: 19584789

I am rejecting this response because:

I ONLY RECEIVED SERVICE FOR ABOUT 11 DAYS AND THEN MY SERVICE WAS INTERRUPTED. IT IS MY GUESS THAT YOU HAVE SOLD MY TABLET PHONE NUMBER TO SOMEONE ELSE. I PAID FOR THE SERVICES THROUGH PAYPAL CREDIT, AT MY EMAIL ADDRESS *************************. THIS TABLET IS ON AN ACCOUNT OF IT'S OWN ON 01/30/2023 AND HAD SERVICE FOR 11 DAYS AND NO MORE. I HAVE SENT YOU PICTURES WHERE THE SERVICE HAS AND STILL IS INTERRUPTED. I DON'T KNOW WHY BOOST SAYS I AM GETTING SERVICE. I HAVE FILED A COMPLAINT WITH ***************** ATTORNEY GENERALS OFFICE. AS THIS IS THEFT VIA CONVERSION.

I GUESS BOOST IS WILLING TO RISK A CLASS ACTION LAWSUIT OVER *****., THAN BRING IT ON, I HAVE PROOF, THIS IS WHAT HAPPENS WHEN BOOS/DISH DON'T EVEN KNOW WHAT IS GOING ON WITH THEM WHILE MERGING COMPANIES, A TOTAL INCOMPETENCY!!!

Respectfully,

****************************

Tel. ************

Education, the gateway OUT of poverty!!!

Sincerely,

*************************
Initial Complaint
03/01/2023
Complaint Type:
Product Issues
Status:
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.
I changed my phone number to a new number at a boost mobile location and instead of them changing my number they created a new account which I was not aware of and have been taking money out of my account monthly for a cellphone that should have been disconnected 9 months and refuse to refund all of my money even after I proved that I just got a new number and they should have discontinued the service. They are refusing to give me my money back and saying to file a claim with my bank which I WILL but they need to give me my money back ASAP.
Business response
03/07/2023
March 7, 2023

Ms. *************************
************************************
*******, ** 60617

Re:BBB Complaint #********

Dear ************:

On March 2, 2023, we received your complaint, dated March 1, 2023, filed with the Better Business Bureau.

You said that a phone line was supposed to be canceled but it was not, and you were charged for service you never received. You requested a refund.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Our teams are working hard to restore systems as soon as possible and are making steady progress and we will be able to help you out once our systems are back up.

Thank you for your patience as we work to resolve this.

Sincerely,

*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile

********** / ******* Better Business Bureau
*********************************************;
******, ** 80210

*********************

Customer response
03/07/2023

Complaint: 19520702

I am rejecting this response because it doesn't resolve the issue.

***************************************************
Business response
03/14/2023
March 14, 2023

Ms. *************************
************************************
*******, ** 60617
Re:BBB Complaint #********
Dear ************:
On March 12, 2023, we received your rebuttal, dated March 10, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction with my previous response.
I have been unable to locate an account associated with the information provided in your complaint. I would appreciate you providing me the phone numbers associated with the accounts in question so that I may better review this issue.
Please email me the above information at ********************************.
Sincerely,

*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
********** / ******* Better Business Bureau
********************************************************************
*********************
Initial Complaint
02/01/2023
Complaint Type:
Product Issues
Status:
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.
Acct email: ************************* Transaction date: 01/27/23 Transaction proccessed : 01/31/23 Made a Mobile Check deposit on 01/27/23in the amount of $1000 received a notification early morning about 3:30am Pst. Saying my check cleared and available balance is $1000. Later on that morning I attempted to log on to my account and came across a screen stating that Omnimobile could not approve my account. I then contacted Omnimoney by email and they could not verify my account. So I called customer service via phone and the rep told me he had no idea why my account was closed that everything looked good on his end but that there are no history of any kind of deposit on my account . Apon looking at the reviews on the ****** play store about this app it seems to me that I am not the only one who got robbed by this so called company. They too deposited and next day gotten their account closed and money never returned. I will take any means necessary legally to get my funds of $1000 returned to me ASAP or else I will consult a lawyer and take legal action.
Business response
02/08/2023
February 8, 2023

*************************
1221 ***********************************., #**
*******, ** 91764

Re:          BBB Complaint #********
                ************

Dear ************:

On February 1, 2023, we received your complaint, dated February 1, 2023, filed with the Better Business Bureau.

You said you made a $1,000.00 payment on January 31, 2023, through OmniMobile. You indicated that you were unable to log onto your account. You requested that your money be returned.

Our records indicate that you successfully completed onboarding and you created an OmniMoney by Boost Mobile account on January 27, 2023. A mobile check deposit of $1,000.00 was uploaded and accepted by our system on the same day. You attempted to complete an Automated Clearing House transaction into the OmniMoney account for $100.13 on January 29, 2023,that was immediately rejected due to insufficient funds. On January 31, 2023,the $1,000.00 check that was deposited on January 27, 2023, was returned due to suspicious activity. On the same day, your account was rejected due to suspicious account activity.

If there are further questions or concerns about this issue, please feel free to contact me at **************.

Sincerely,

*******************
Corporate Case Manager
Executive Escalations Team
OmniMoney by Boost Mobile
Phone Hours: Tuesday through Saturday,8:00 am 4:30 pm MT
**************

cc:           ****** / ******* Better Business Bureau
                *********************************., #***
                ******,** 80210

*********************

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