Business Profile

Mobile Phone Service

Boost Mobile

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,994 total complaints in the last 3 years.
1,498 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/02/2023
Type:Delivery 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 February 22nd I ordered a phone and paid for it. We know boost had a Cyber attack and there was no customer service for 3 weeks. The following 3 weeks I have been in contact with customer service and they were unable to provide me with any information including a tracking number method of shipment or anything. They have been rude to me hung up on me multiple times or disconnect me while holding for 20 minutes or more. They have told me three different times they will investigate it and I will receive an email in 72 hours which I have not received anything. I paid $217 and have not received one thing. My payment and my order shows up on their website but they will not help me. Has been very frustrating dealing with boost for 3 weeks with no resolution.
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
633522724405 - *************

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

On April 27, 2023, we received your complaint, dated April 2, 2023, filed with the Better Business Bureau.

You indicated that you placed an order for a device on February 22, 2023. Since then, you have not received the device in question. You requested the device be sent or a refund be provided.

A review of your account shows that due to a system issue, the device was not sent. I have submitted a refund for $217.99. Please allow 10 business days for processing.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/02/2023
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 the past few nights, I have had no internet on my phone. There is an exclamation point where the signal bars are at. I told the girl I bought the phone from that I wanted the 25 dollar a month unlimited plan, and now I'm paying over twice that, for something I can't even use.
Business Response
Date: 04/28/2023
April 27, 2023

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

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

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

On April 26, 2023, we received your complaint, dated April 2, 2023, filed with the Better Business Bureau.

You said that your data ceased working.

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 35 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.

Our records show that you ported out your number and canceled your account.

Sincerely,

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

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

                *********************
Initial Complaint
Date:04/02/2023
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.
Over the last year Ive called multiple times trying to get my text messages working to no avail. My plan is unlimited texting and people that text me say my carrier sends a message saying my texts are blocked. They refuse to unblock them, even though Im paying for that service.
Business Response
Date: 04/28/2023
April 27, 2023

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

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

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

On April 26, 2023, we received your complaint, dated April 2, 2023, filed with the Better Business Bureau.

You indicated that you were unable to send text messages.

Currently, your service is interrupted due to nonpayment,and the last contact we received regarding your account was on April 3, 2023. During that call, you requested to cancel your service.

Please note that we are unable to troubleshoot this issue while your service is interrupted. If you wish to troubleshoot, please restore your service and contact us.

We sincerely regret any inconvenience this issue may have caused.

Sincerely,

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

***************************************************************** /******* Better Business Bureau
                ***********************************350
                ******,** 80210

                *********************
Initial Complaint
Date:04/01/2023
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.
As of February 2023, boost mobile lost access to its servers, and are no longer able to provide me the phone service they've committed to me. I have paid my phone bill of $57. And still not received service. Today I was told my account has been suspended, due to technical difficulties on their side. When I asked for my imei to be unlocked, I was denied due to more technical difficulties. This resulted in me losing thousands in work. And I am now left with a device I cannot use. I am asking that my imei is unlocked. Or a refund on my device so that I may buy another.
Business Response
Date: 04/28/2023

April 27, 2023

*********************************
******************
*********, ** 21211

Re:BBB Complaint # ********
295590328417 - *************

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

On April 26, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You said your phone service was suspended without your consent. You indicated that you attempted to contact Boost Mobile to have your phone unlocked, yet you were unable to get assistance. You requested a $57.00 refund and for your phone to be unlocked.

On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation.

Because of this incident, some of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. We are making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.

A $57.00 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

Boost Mobile will unlock a device under the following circumstances:

The device has not been reported as lost/stolen or otherwise flagged as ineligible for unlocking
The device has been active on the associated account for at least 12 months

Your unlock request has been granted; please allow 72 hours for this to process and ensure your phone is powered on with the Boost Mobile SIM card inserted.

Please note that unlocking a device will not necessarily make a device interoperable with another carriers network. In other words, a device designed for one network is not made technologically compatible with anothers network merely by unlocking it. Additionally, unlocking a device may enable some functionality of the device, but not all (e.g., an unlocked device may support voice services but not data services when activated on a different network).

We strive to provide excellent service and we regret that your experience was unfavorable.

Sincerely,

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

cc: ****** / ******* Better Business Bureau
********************************************************************

*********************
Initial Complaint
Date:04/01/2023
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.
Boost mobile was offering ********************** service for $30 online ,I inquired about it , they sent me a sim card stating it's free but needed my credit card info that wouldn't be charged until the service was working..the sim card was invalid in my phone,so I called them and they said it will be cancelled soon..a few days later they charged my account for the monthly service that I don't have. And they won't refund the money
Business Response
Date: 04/28/2023

April 27, 2023

Mr. ***********************
24 ****************.
**********, ** 13905

Re:BBB Complaint #********
619873034144 - *************

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

On April 26, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You said you were charged $30.00 without your consent for service that you were unable to use. You requested a refund.

Our records indicate you were charged $27.74 on April 8, 2023. A $27.74 refund has been submitted in the interest of customer service. Please allow up to 20 business days for the refund to be processed.

We regret that your initial experience was discouraging and we look forward to having the opportunity to provide you with excellent service in the near future.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/01/2023
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 Black Friday, 11/25/22, I walked into boost mobile and they offered a free new phone with active service transfer and a $200 **** gift card. To obtain the gift card, the customer is required to make 3 consecutive on time cellphone payments , provide an active email address , and allow a 6 to 8 weeks timeframe for delivery via email or postal mail. My payment due date was 25th of every month. I made all required payments prior to January 25th. The 6 to 8 week time frame expired on 3/22/23. From mid January 2023 until March 28 2023, boost mobile experienced a complete system failure , aka they were hacked, and couldn't process payments, activate new services, nor could take customer service calls. I elected to use the online chat on 01/21/23 and was informed that the gift card is notated on the account and to allow the 6 to 8 weeks time frame from Jan 25th even though I had already made all 3 payments prior. Now on March 31st, the first time I'm ever able to get through the customer service line since the system failure, the rep tells me the gift card won't be furnished until some time after " 4/18/23 and upwards". This is false advertisement!!! I requested for a supervisor call back and never rcvd it. The following day, 4/1/23, I contacted boost mobile again and was told due to system issues, aka ongoing hacking, they can't furnish the gift card at all and to check for updates online. When I requested a supervisor, it was denied stating everyone is taking calls and provided no resolution. Again this is false advertisement. I would've never left metro pcs if the $200 gift card wasn't offered. Can this issue please be resolved?
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
425443268557 - *************

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

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

You stated that you signed up for a Black Friday deal where you would receive a $200.00 **** Gift card after making three consecutive on-time payments. You stated that you made all required payments prior to January 25, 2023. You contacted customer care through chat and your account was notated, and to allow six to eight weeks for processing of the gift card. We then experienced a system failure and were unable to provide assistance when you called on March 31, 2023, to inquire about the gift card status.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne apps.

A $200.00 credit has been applied to your account in lieu of the gift card. We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

*********************;
Initial Complaint
Date:04/01/2023
Type:Customer Service 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 03/27/23 at about 7:30 p.m pst, I contacted boost mobile to ask a few questions about my account, after which I hung up with the representative from customer service I received a text message informing me that my phone number has been changed from a ********** number to a ******** number. At that time I contacted boost Mobile immediately ask them why am I getting a new number when I did not authorize it request it and had no knowledge of them changing my number. I spoke with a supervisor who informed me that it will be about 2 hours for me to get my original number put back. The following day I called boost Mobile customer service again to ask what the status is of my original number to be returned, at which time I was informed by another representative that they lost my original number and that they need to transfer my complaint / issue to another department where it can take up to 72 hours for them to locate my original number. I then called boost Mobile customer service back on Thursday to ask them what the status is due to my bank account not being able to access because the security code will be sent to my original number which I no longer had. I was then informed that the only way for me to possibly get my original number back is by paying a $15 service fee to change the new number back to a ********** area code at which time they will attempt to locate my original number then I would have to pay another $15 fee. They did not have my permission to change my number in the first place. A representative from boost Mobile use my personal identity to change my number without my knowledge. It is technically considered identity theft. I've been in contact multiple times trying to get this resolved however due to the incompetence of boost Mobile and consistently dealing with FIFA that have no idea what is going on I feel that in the best interest that I need to take legal actions and file a complaint as well as possibly furthermore actions for identity theft.
Business Response
Date: 04/28/2023
April 27, 2023

***********************
********************************
Canoga Park, ** 91304

Re:BBB Complaint #********
516281256 - *************

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

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

You stated that you called ** on March 27, 2023, to inquire about your account. You said that shortly afterward, you received a text message indicating your phone number had been changed. You called ** and you were advised that it would be about two hours before you could get your number back. The following day you called ** again, as the number was not changed yet and this time you were advised it could take up to 72 hours. You claim that a Boost Mobile agent changed your number without your authorization, and you requested your original number back and a free month of service.

Our records indicate that you changed the number through your online account (12 minutes prior) before contacting ** on March 27, 2023. You were informed that we would be unable to recover the number, at which time you insisted on another 818 area code number and two weeks of free service.

At this time, we are unable to recover your previous phone number. A market transfer was completed, at no cost to you, to change your area code back to 818.

We respectfully decline your request for additional credits, as the number change was initiated through your online account. If you suspect someone logged into your account without your authorization, we recommend that you update your password and account PIN.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

*********************;
Initial Complaint
Date:04/01/2023
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.
I paid my $100 phone bill on 3/29 for service for the month of April (picture attached). Today (April 1st) my phone account was suspended and was telling me to make another payment. Boost went through an integration of some sort and it appears that all my previous payment history was on their legacy account and now they want to charge me again. I can't get support through their customer support because no one at ********************** seems knowledgeable on how to handle the issue. I have decided it's best for me to change carriers because Boost's service is awful and they do not help their customers when they have issues with their service. I want a refund of $100 I paid for the month of April. It is April 1st today and I am changing carriers.
Business Response
Date: 04/28/2023
April 27, 2023

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

Re:BBB Complaint #********
138012389137 - *************

Dear Mr. **************** April 2, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.

You stated that on March 29, 2023, you made a payment of $100.00, but it did not reflect on your account and your services were suspended on April 1, 2023. You said that you received a notice on your phone to make another payment to restore services. You were unable to reach customer care to discuss this, so you switched providers. 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. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

In March, Boost Mobile restored its systems that were affected by the incident that occurred in late February. Thank you for your patience while we restored Boost Mobiles systems. Due to a higher-than-normal call volume, calls to customer care *** have longer-than-average wait times. For the fastest service on updating an account or making a payment, please log in and do so through this website, or on the MyBoost or BoostOne apps.

Our records indicate your account is disconnected and a refund of $100.00 has been requested.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

*********************;

Customer Answer
Date: 04/28/2023

Complaint: 19884278

I am rejecting this response because: This statement issued by Boost Mobile says that a request for $100 refund has been requested; it does not state that it has been issued. I want a full refund provided to me before I **** this issue resolved.

Sincerely,

******** *****
Business Response
Date: 05/10/2023
May 5, 2023

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

Re:BBB Complaint # ********
138012389137 - *************

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

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

You rejected our response as we stated a refund would be requested. You said you are not marking this issue as resolved until you receive your refund.

Our records indicate that a check was requested to be sent out to you on April 27, 2023, for $100.00. This refund check will be sent to the address provided on your complaint.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/01/2023
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.
Compaint again Boost Mobile.We lost service on 3.12.23 I tried to log into the account to make my monthy payment. I found out quickly that Boost Mobile was having serious service issue. I called to see if I could get them to take my payment. I was told no, all systems are done and was told I would be reactivated with a free month very soon. As I was unkownlying required a month prior to change how we would log in and add an email to out accounts I could no longer see activity in my account. 5 days later still no "promised free activation" We treck to a store and make a payment. We were told by the vendor that Boost lied about the free month. At this point we were very angry and decided that we would switch carries. I called in and got our account numbers as well as the transfer pin we would need for the new provider. They assured me our phones were unlocked and we were able to transfer. Background: We have been customers with Boost for a little over 6 years. We pay monthly, we own our phones outright and the two we have now were purchased 2+ yrs ago. Boost with automatically unlock a phone after 12 months of continuous service with them. My phone was unlocked. However, we found out today that my husbands phone is still locked. We called Boost to see if they could do what they had already told me was done not even 6 days ago. I was told after getting through to the right department and correct person that Boost currently doesn't have the ablility to unlock phones as that system is still down and they do not have an ETA of when it will be back up and running. So now I am held hostage as I can't transfer my phone to the new provider and if I want coverage i have to continue paying them until they can fix this issue. The *** at Boost told me to get a new phone and transfer my number to the new provider. Thanks, but I own a perfectly good iphone now that I want to take with me as its mine. I am also seeking legal advise as I have lost wages from this, time, energy and expenses running around. I do not want Boost to get away with this. They have made false claims of help. They are holding customers against thier will.Not communicating adequately and truthfully with thier customer base. Customer personal information has been exposed to hackers and ransomware. Im angry and frustrated. **************, MI
Business Response
Date: 04/28/2023
April 27, 2023

*********************************
******************
*********************, ** 48189

Re:BBB Complaint #********
805263268353 - *************

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

On April 26, 2023, we received your complaint, dated March 30, 2023, filed with the Better Business Bureau.

You said that you had issues with your service and you have been unable to port out your number. You also requested your husbands phone be unlocked.

On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess, and remediate the situation. Cybersecurity experts and outside advisors were retained to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.

On February 27, 2023, we became aware that certain data was extracted from our IT systems as part of this incident. Its possible the investigation will reveal that the extracted data includes personal information. The forensic investigation and assessment of the impact of this incident is ongoing. The security of our customers data is important to us, and if we learn that personal information was compromised, well take the appropriate steps and let impacted customers know.

Please note that, for a time, Boost Mobile was unable to process payments. As such, we instituted a moratorium on account suspensions. As soon as we were able to process payments, that moratorium ended. By March 10, 2023, we offered a secure payment form online. By March 25, 2023, payments could be processed through ones online account at My.Boost.com.

Please note that the ********************************* (FCC) regulates phone number portability and Boost Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include, but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the *** that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with FCC guidelines.

Our records show that your phone number has been ported and your account canceled. Additionally, we show your husbands phone is already unlocked.

We strive to provide excellent customer service and we regret that your experience was unfavorable.

Sincerely,

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

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

*********************
Initial Complaint
Date:04/01/2023
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.
Made a purchase was unable to use service. Then a year later charges again and being told they cannot cancel or refund
Business Response
Date: 04/28/2023
April 27, 2023
*************************
225 ************.
*********, ** 24739
Re: BBB Complaint #******** ************- *************
Dear **************:
On April 26, 2023, we received your complaint, dated April 1, 2023, filed with the Better Business Bureau.
You said that you were charged for service you could not use.
Our records show that you initiated the $100.00 12-Month Unlimited Plan in March 2022. As you were enrolled in AutoPay and your account is still active, your plan renewed on April 1, 2023. A system issue caused a second payment to be processed as well.
One payment has been refunded, and the second will be refunded as soon as your account is canceled.
We sincerely regret any inconvenience this issue may have caused.
Sincerely,
****

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