Business Profile
Mobile Phone Service
Boost MobileHeadquarters
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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
- 4,986 total complaints in the last 3 years.
- 1,556 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/09/2023
Type:Order IssuesStatus: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 pay for 50 g high speed and they cut my high speed off at 35Business Response
Date: 02/02/2023
January 24, 2023
***********************
2424 *****************************.
*****, ** 41039
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You stated that you experienced changes in performance when using applications that require data usage.
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.
After discussing this with you, I agreed to issue your account a one-time credit of $50.00 to be used towards your monthly family plan. 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
Phone Hours: 8:00 am 5:00 pm MT, MON FRI
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Initial Complaint
Date:01/09/2023
Type:Service or Repair IssuesStatus: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 1/8/2022 I purchased a ***** and signed up for a plan at the Boost mobile branch on *************************************************************************. The clerk said that there was a promotion for a unlimited talk text and data plan for $25 a month with the purchase of a ***** cellar device. This was not the case. The clerk refused to let me see the device i would be purchasing and misquoted the information about it to me(I was told the device had a screen size of 6.5 in but when I finally got the device in my hand after PAYING it was clear the device was NOT even close to the size and according to the box the device came in it was actually *****v clearly very much smaller than what was conveyed to be at the time of purchase). I requested to return the device then and there inside the store but i was told THAT THERE WOULD BE NO REFUNDS. this made me unhappy but my problems with the device do not even stop there.I was told that the plan was unlimited everything for $25 a month and this was not also not the case. But excluding that my phone does not even seem to be activated. I am unable to make calls or receive except for to emergency number like 911.The service was terrible and I was completely misinformed about was I was purchasing and the phone that i was signing up for. I am unable to get a response for customer service and it is frustrating I paid over $100 including a set-up fee and a month of service for a device that was misrepresented and a phone service I have been unable to use.Business Response
Date: 02/06/2023
February 4, 2023
*************************
6 ****************.
**********, ** 29605
Re: BBB Complaint #********
************ - ************
Dear ****************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You said you purchased a phone from a Boost Mobile store, but you were provided the incorrect equipment. You indicated you were unable to make/receive calls after the phone was activated.You mentioned you attempted to return the phone for a refund, but your request was denied. You also expressed concern with the customer service you experienced. You requested a refund.
My attempts to contact you on January 31,2023, and February 1, 2023, at ************** were unsuccessful, but I left a message each time. I also sent an email to ********************* with a request that you contact me.
Our Boost Mobile Terms and Conditions disclose that new equipment is sold with a one-year manufacturer's warranty.Boost Mobile does not manage these warranties, and any device issues requiring warranty assistance should be directed to the equipment manufacturer. New Boost Mobile branded devices purchased from any of our authorized third-party retailers are eligible for return within seven days of purchase for a full refund. The device must be returned in like-new condition (i.e., no cracks,scratches, liquid damage or other damage). Handset returns must include original packaging with all original kit components.
Please note, Boost Mobile stores are independently owned and operated, and as such, they maintain their own phone inventory and set their own return and exchange policies.
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
Phone Hours: Tuesday through Saturday 8:00 am - 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Initial Complaint
Date:01/09/2023
Type:Billing IssuesStatus: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 have had to switch phones and service on 3 separate occasions because the questionable policies and procedures that boost mobile carries. I was assigned a number on all occasions that turned out to be associated with another customer. My personal information was noted on this others persons account whose name also is ***********************. Boost did not do anything and terminated my service for nonpayment but i had made two payments but it did not show up on my account because it was applied to this other persons account. Boost also stated that my cell number was not in boost mobiles system and not recognized therefore they could not help me. This business should be penalized and/or closed down.Business Response
Date: 02/02/2023
February 1, 2023
***************************
855 *************., Apt. 508
Bronx, ** 10451
Re: BBB Complaint #********
********* - ************
Dear **************:
On January 11, 2023, we received your complaint, dated January 9, 2023, filed with the Better Business Bureau.
You said that you had to switch services and phones on three occasions due to Boost Mobile assigning you a phone number that belonged to another person.
I attempted to contact you at the phone number and email address we have on file and you responded, via an email from ***************************************, stating you would call on January 31, 2023; however, I did not receive a call that date.
The contact phone number you provided, *************, is associated with an account in another persons name with a different email address.
Phone numbers are not arbitrarily changed by Boost Mobile; they are assigned based on their availability within the assignment pool. However, if a hacker obtains enough of your personal information, they can steal your phone number and port it to a phone they own and with a different cell phone service provider. If you have received notifications from Boost Mobile stating that your information has been changed,please provide me with these notifications, so that I can review their content and point of origination. Likewise, you are strongly advised to contact all other businesses you have a relationship with should you receive similar notifications from them.
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
Phone Hours: 8:00 am-4:30 pm MT (M-F)
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Initial Complaint
Date:01/08/2023
Type:Service or Repair IssuesStatus: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.
Boyfriend Purchased a new mobile phone on boost.comas my Christmas gift! I open phone and activate phone works but the activation notification won't go away I call 21 different times to fix phone after Christmas and boost can't fix the phone and now are saying they won't allow me to return a phone that doesn't work! Because I'm past 7 days return policy. Boost placing blame on me for something completely out of my control!Business Response
Date: 01/23/2023
January 11, 2023
***************************************
2441 ***********., C303
*****, ** 96753
Re: BBB Complaint #********
************ - ************
Dear ************************:
On January 11, 2023, we received your complaint, dated January 8, 2023, filed with the Better Business Bureau.
You stated that you received a Boost Mobile phone as a gift,but its not functioning properly. You requested that we provide a refund for the device.
Our records indicate that you spoke with Mr. ********************* on the Executive Escalations Team, and you informed him that your phone is now working properly. As a courtesy, a $40.00 one-time credit was applied to your account for the temporary inconvenience.
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
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/08/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a link-zone 2 mobile hotspot with 2gig service plan online. When i got it in the mail i tried to set it up following all the directions, but they have sent a SiM card that is not compatible with the device. Sadly I have called customer service who said they would call back within sixteen hours that was almost three days ago and I have heard nothing back. I went to the store in **************, ** today and the guy told me that he had no idea how to fix it and no clue as to what I should do or needed to do to get it fixed. REALLY? I am so mad, I think im going to cancel my phone and try to get a refund for the hotspot, because I see online in many differrent forums there are a VERY LARGE NUMBER of consumers who have the same issue and not one of them has been able to get it resolved. I dont understand if Boost knows about the issue, why the h*** did they sell me one and they continue to sell them as we speak. Its absurd and i want my refund and i feel like they owe me something for the many hours ive spent trying to fix a problem that has no solution ! This is just so wrong.Sincerely FRUSTRATED!Business Response
Date: 02/01/2023
January 31, 2023
Mr. *****************************
1534 ********., Trlr. 30
**************, ** 47130
Re: BBB Complaint #********
783357742 - ************
Dear ********************:
On January 9, 2023, we received your complaint, dated January 8, 2023, filed with the Better Business Bureau.
You said you purchased an ******* LinkZone 2,but the *** is not compatible and you have not received any assistance in resolving the issue; therefore, you requested a refund.
When we spoke on January 31, 2023, you said you were able to speak with customer service and the issue has been resolved to your satisfaction.
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
Phone Hours: 8:00 am 4:30 pm MT (M F)
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*****************************Customer Answer
Date: 02/02/2023
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,
*****************************thank you for taking care of this matter i really appreciate it.Initial Complaint
Date:01/06/2023
Type:Service or Repair IssuesStatus: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.
My mother's phone was disconnected her bill is paid for this month. Upon speaking with Boost I was told that her phone was disconnected due to excessive data usage. This is really bad my mother has ***** issues that require her to use oxygen after suffering from a stroke. Boost is her only life line and if something should happen she has no way to contact EMS or Police. I'm worried and I'm sure if this was your mother father etc you would feel the same way. Please turn my mom's phone back on her name is ********************* ****************************************************************** her number before disconnection is ********** if you need father information please contact ***************************** at ********** thank you.Business Response
Date: 01/27/2023
January 17, 2023
*********************************
200 North ************
**************, ** 15068
Re: BBB Complaint #********
************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6,2023, filed with the Better Business Bureau.
You stated that your mothers account was disconnected without her 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 *****************************************************************************.
We regret any inconvenience you may have experienced.
For any additional concerns regarding this issue, please email ***********************************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: 10:30 AM 7:00 PM MT, M F
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Initial Complaint
Date:01/06/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Dec 1 of 2022 I purchase a $100.00/12-Month Unlimited *********** + 1GB 5G/4G Data Plan with BoostMobile.I Just bought the service (Sim Card) with my own cell phone, previously verify in boostmobile webside that it was compatible with their system. I paid with taxes $102.32 then on Dec/12/22 I pay extra $15.00 for 5GB AddOn I made a lot of phone call to BoostMobile customer care line, because the phobe does not work, then they send me a diferent sim card, I have a ***** Services but no internet service (only with my own WiFi router). I call again to the customer service and after perform many procedures they transfer my call to Advanced Tech Area, they can not solve the issue but they bring me a Tichet No. ******** (12/27/2022) and told me they need 36 hrs to fix the issues. On 1/1/23 i call again to the customer services and I only receive promises, promises and more promises but my phone still doesn't workBusiness Response
Date: 01/27/2023
January 22, 2023
Mr. *************************
7988 ************************.
Tucson, ** 85743
Re: BBB Complaint #********
************ - ************
Dear ******************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You said you are experiencing issues with your service. You stated that you paid $102.32 for an annual plan on December 1, 2022, and $15.00 on December 12, 2022, for data, but your service has not worked. You requested a refund.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control.
In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections,slower service speeds, etc.) may impact the quality of service.
Our records show that a refund of $15.00 was processed on January 9, 2023. An additional refund of $102.32 was submitted on January 21,2023. Please allow up to five 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,
*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:01/06/2023
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I first requested my account to be canceled December 13th 2022 because I signed up with another cell phone company. The representative told me it would take two days, three days maximum. So I called back on December 16th and that's when the next representative told me that it would take 30 days, not 2-3 days. I was livid and they stated they do this so the customer can change their mind and regain their account if they choose. I already confirmed during my last call that I signed with another cell company. I escalated and spoke to a rude manager who confirmed that they are short-staffed and hired a lot of new people who are giving out false information but did apologize. I called back January 6th to confirm the two lines on my account would be cancelled 30 days from my call on the December 16th but then the representative said 90 days. I demanded to know why the date changed again and then she said no it's 30 days. At this point I no longer trusted any representative I spoke to and demanded a manager, to which replied it would take 20 minutes to hear from one. After I demanded to know why she hung up on me. I called back three times and each time I was hung up on after requesting a manager and was told I was being transferred to a manager. This company is holding customers hostage as if that will keep them and I am sick of their lack of professionalism. I will be filing a complaint with the Attorney General next to let them know about their shady business practices. I want an apology for wasting my time and I want my account completely cancelled.Business Response
Date: 01/27/2023
January 22, 2023
***********************************
29202 Lancaster Rd., Apt. 201
**********, ** 48024
Re: BBB Complaint #********
************ - ************
Dear ********************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You expressed dissatisfaction with the customer service you received when you request to cancel your Boost Mobile service. You indicated that you were given conflicting information on how long it would take for the lines to be canceled.
When I spoke with you by phone on January 17, 2023, I advised you that the two lines on your account were suspended for nonpayment on November 5, 2022. I indicated that I would confirm that the lines were fully disconnected and follow-up.
On January 19, 2023, I left you a voicemail confirming that the account and lines are no longer active.
We appreciate that you brought your customer service concerns to our attention and 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,
*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 01/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:01/06/2023
Type:Service or Repair IssuesStatus: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 3 months every day I'm unable to make a phone call we have try contacting boost Mobile with no luck to fix the issue , I am not in good health and I have oxygen at home without my phone service Lord help me if I need to dial 911 for an ambulance to go to the hospital I can't even do that I don't know what else to do with this point that's why I'm contacting you I would very much appreciate if someone could call me back and help me, thank you so muchBusiness Response
Date: 01/27/2023
January 19, 2023
Ms. *********************
410 **********.
*******, ** 16601
Re: BBB Complaint #********
********* - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You said that you have been unable to make phone calls for several months.
As stated in the Boost Mobile Terms and Conditions (which can be viewed on our website www.boostmobile.com), coverage and quality of wireless services and data speeds may be affected by conditions beyond our control. In addition, data coverage is not available everywhere and service speeds are not guaranteed. ************ speeds may depend on the service purchased and actual speeds will vary. There are gaps in coverage within our estimated coverage areas that (along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, etc.) may impact the quality of service.
When I spoke with you by phone on January 17, 2023, you informed me that you are not experiencing issues calling phone numbers active with other carriers; the issue only occurs when you are calling phone numbers on Boost Mobile. You also mentioned that the service has improved the last several days.
Boost Mobile constantly monitors its network for service and capacity-related issues, and we work diligently to address any issues we identify, or that our customers bring to our attention. We have determined that the network serving the area where you reside and travel to is located within our coverage zone, and no network issues were identified.
We encourage you to contact our **************************** for additional assistance or visit a local Boost Mobile store.
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,
*****************
Sr. Corporate Case Manager
Executive Escalations Team
Boost Mobile
Phone Hours: Sunday Thursday, 6:30 am 3:00 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:01/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a former multi-year customer of ******************** (AKA ******************** by DISH Team; and now Dish Wireless LLC). My last line of service with them was maintained and funded by me for the benefit of an elderly, disabled, widowed family member who is on a fixed income. August 15, 2022 Republic Wireless (RW) took payment renewing the 1-year service contract. September 28, 2022 RW notified me (a 2-line email) they were ending my service on October 27 unless I upgraded the handset and plan. October 15 I replied requesting reimbursement. No reply received. I also called their support to port that phone number and ensure my account would be closed "not before" the date THEY specified THEY were ending my service. Support personnel confirmed porting was available and full refund would be issued and after October 27 my account would be closed. No refund was received. December 15, **************************************************************** that payment failed. This was NOT authorized. They had already severed our contract. Even if they had not, I had already paid for a year in advance and all this had already been documented in October 2022 in their service request system. On December 15, 2022 I escalated through two levels of support representatives with zero cooperation. Representatives told me their Policy is to not refund a 1-year plan after 60 days. I proved to them I responded twice within 60 days and THEY had ended their 1-year contract; not me. They refused to provide contact info for their legal department so I could review the situation with someone with contractual capacity. They would only "let the back-office know" but not provide any direct contact info for them. According to the representatives on Dec 15th, I should have heard back within 72 hours. Now January 6, 2023 and no response received.I am seeking immediate reimbursement for the FULL year paid in advance; that is $213.10 from 8/15/2022.Business Response
Date: 01/12/2023
January 11, 2023
***************************
12713 ********************.
*****, ** 20720
Re: BBB Complaint #********
A00452352 - ************
Dear ****************:
On January 9, 2023, we received your complaint, dated January 6, 2023, filed with the Better Business Bureau.
You stated that you purchased an annual service plan on August 15, 2022, but it was canceled on October 27, 2022, due to the shutdown of the **** network. You requested a refund of $213.10.
When we spoke by phone today, I advised you that Republic Wireless terms and conditions state that plans can be refunded to the original form of payment within 45 days if they are not activated, and within 30 days once activated. As your service was activated on August 15, 2022, your refund window has passed. Additionally, we provided notice of this impending shutdown and instructions on how to maintain your service for several months prior to the cancellation of your service, but no action was taken to avoid it; as such,we maintain that no refund is warranted. Nevertheless, I offered to provide a prorated refund for the 291 unused days remaining on your service plan ($169.90),as an exception. You accepted this offer. I advised you to allow ***** business days for processing.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalations Team
Republic Wireless
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************
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