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
- 4,561 total complaints in the last 3 years.
- 1,149 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:09/27/2022
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.
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, once the refund is received as promised. I would note that the Sprint CDMA issue was not the concern (I purchased a new phone to switch from CDMA to GSM for phone 1. Phones 2 & 3 were already on GSM). The issue with the phones is the lack of WIFI support from AT&T. The phones in question work fine on T-Mobile.
Sincerely,
*************************orking. On August 22, 2022 I finally asked to move phone 3 to a 5.0 plan as well, though it still did not work properly. They put a credit on the phone 3 plan (again not sufficient to cover the annual plan). In frustration, I decided to transfer phone 3 to another carrier. RW then put an additional charge on the account for phone 3, presumably to cover the remaining annual plan term.I ask that they refund the cost of annual plan for phone 2, as well as the additional charge for phone 3 for service not provided, as well as the increase in charges for the service that I had supposedly paid an annual amount for. The total I am seeking is $385.51. This is $18.01 for phone 1, $211.97 for phone 2, and $155.53 for phone 3.Business Response
Date: 10/04/2022
October 4, 2022
*****************************
36600 ***********.
*********, ** 98629
Re: BBB Complaint #********
A00444456 - ************
Dear **********************:
On September 28, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You stated that you paid for annual plans for three lines of service with Republic Wireless in March 2022 and April 2022; however, you were then notified that your plans would need to be upgraded to the 5.0 plan. You said that you never received credit for the second line and you ended up canceling the third line all together due to the phone not working. You requested a refund of $385.51.
Republic Wireless has historically provided service on the **** Network, which was operated by Sprint. After Sprint and ******** merged in July 2021, ******** announced its plan to shut down the remaining Sprint cellular towers, meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this,******** refused. Customers on the **** Network may see service degradation as ******** worked on shutting down this network by June 30, 2022. Please note that members received email notices about this service change well in advance to avoid service interruption.
In our email correspondence, I advised you that a refund of $385.51 has been issued. Please allow up to ten 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
Phone Hours: Tuesday Friday, 8:00 am 4:30 pm & Saturday, 7:00 am 3:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Initial Complaint
Date:09/27/2022
Type:Customer Service 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.
September/2022 On 9/23/22 My Mother *********************** Who has been a faithful and loyal customer for ****************** was mistreated and disrespected over her ********** The Store Manager by Name ******* and the phone Rep that allegedly had fixed my mothers service was ***** these two women demonstrated that they have no patience or proper customer service skills and are should not be allowed to provide service to the public for any kind of retail service stores. Iam beyond upset and want this business thoroughly investigated and Reprimanded for their poor people skills. Any questions or concerns or more updates call me **********. Please see just how poor these women carry their professionalism.Business Response
Date: 10/24/2022
October 20, 2022
*****************************
2612 **********.
**********, ** 76106
Re: BBB Complaint #********
************ - ************
Dear ****************:
On September 30, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You stated that an employee at a Boost Mobile retail location was very disrespectful to your mother, who is a long-time customer.You requested that this matter be investigated.
We strive to provide excellent service and we regret that your experience was unfavorable. We appreciate your feedback and your concerns will be utilized to improve our customers' interactions with our agents.
As all Boost Mobile retail locations are independently owned and operated, please contact this location directly regarding your in-store experience.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/27/2022
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.
Went to pay my account a day late was told the phone would be back on in 15min,Saturday. Monday I went back because my phone wasnt on just to be told my phone canceled on Sep 2. I paid the 50$ for my service to be on and was told that money went to another phone. Ask for my money was told to call my bank..Business Response
Date: 10/24/2022
October 14, 2022
**************************
2319 **************., Apt. 1
****,** 60099
Re: BBB Complaint #********
************ -***********
Dear ****************:
On September 30, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You stated that when you made your Boost Mobile account payment one day late, you were told service would be restored within 15 minutes. This was on a Saturday,and when service was still not restored by the following Monday, you returned to the store to inquire as to why. You said you were told it was due to your payment being applied to the wrong account and you would need to dispute the transaction with your bank.
I attempted to contact you at the phone number and email address provided in your complaint, but your mailbox is not set up, so I could not leave a message. You did not respond to my email.
As stated in my email on October 13, 2022, in order to research this matter I will need to know the date and location of the store at which the payment was made.I will also need a copy of the receipt generated for the payment. Additionally,at the very least, disputing the payment with your bank is still recommended.
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:09/27/2022
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.
Complaint: 18137319
You are acting like this is a new request to unlock the phone and ignoring all of the information I provided. You are refusing to follow through with unlocking my phone after numerous requests. This is not sufficient and does not resolve my issues.
Sincerely,
*****************************n verify unlock status by accessing Settings > General > About > Carrier Unlock If the device is unlocked is unlocked it will state "No SIM Restriction" in which it says it's not restricted, but they say my phone is still locked. I have used Boost Mobile since 2007 and they were great originally, but continue to give me the run-around over and over. It's not acceptable.Business Response
Date: 10/04/2022
September 28, 2022
*********************************
PO Box 927
**********, ** 28075
Re: BBB Complaint #********
********* - ************
Dear ******************:
On September 28, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You requested your device be unlocked.
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 already been granted; please ensure that the device is powered on, updated and has the Boost Mobile SIM card installed in order to receive the unlock command.
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).
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/27/2022
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.
Complaint: 18136500
I am rejecting this response because:This is my second complaint I have filed against Boost Mobile. An agent from boost called me recently to discuss the complaint I had filed against them with the BBB. She asked me for an order number so she could look for the phone that we sent back, which I dont have, but I gave her my husbands name, the exact day of the purchase from our credit card and our address. I called her back today and she claimed they could not locate the phone so they cant proceed with anything. I dont understand how I can call other companies without having an order number, just give them my personal info and none of them have ever had a problem locating my orders. I believe that boost just doesnt want to give us our refund. So not only do they have a brand new phone back but they also have our money. The name of the agent who called me is ******** and the number is ************. She had a copy of the certified mail that I sent the phone back with ( i have a copy too which I already sent to the BBB with my first complaint), with the name of the person who signed for it, the time, date and place where it was sent to. If boost cant accept a certified letter being signed as proof that they received the phone back so that I can get a refund, then what is the point of using certified mail? I spent $16 sending it back certified mail. I sincerely hope somebody can help me resolve this matter, with a full refund of $158 from boost mobile. The BBB should already have copies of the receipts where I sent the phone back to boost in my first complaint against the company. If not I can send them again.
Sincerely,
***************************Business Response
Date: 10/25/2022
October 25, 2022
Ms.***************************
177 State Garage Rd.
*******************, ** 42653
Re: BBB Complaint #********
************
Dear ********************:
On September 28, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You indicated that your husband purchased a device online, and after having the device for several days, he found out the device could not be used in his area.You stated that you made several unsuccessful attempts to contact an agent to return the device. As a result, you returned the unopened device via certified mail; however, you have not received a refund.
When we spoke by phone, you stated that you no longer have the order number for this purchase. You said the order was placed under your husbands name, ************************** or Mr. ************************** Unfortunately, I was unable to locate an order with either name. Without an order number, I am unable to further investigate this issue. Please let us know if you are able to locate this order number.
We strive to provide excellent service and we regret that your experience was unfavorable.
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: Monday Friday 7:00 AM 3:30 PM MT
**************
cc: ****** / ******* Better Business Bureau
********************************************************************************************************************************************************* 80210
*********************Business Response
Date: 11/21/2022
November 21, 2022
Ms. ***************************
177 ********************************************************* 42653
Re: BBB Complaint #********
************
Dear ********************:
On November 16, 2022, we received your rebuttal, dated November 16, 2022, filed with the Better Business Bureau.
You maintain that you returned a phone purchased from Boost Mobile and requested a refund.
When we spoke, I informed you that I searched our system using all the information you provided in your complaint but was unable to locate an order. You also provided me with your husbands phone number, which also failed to bring up an order.
Additionally, I explained that Boost Mobile has a return process wherein we provide you with a specific return number so that when your return is received, we can link it to a specific order and process a refund. As you did not speak with anyone from Boost Mobile for a return, we have no way to link the return with an order unless we are able to locate your initial order.
When I asked you about the email we sent when your order was placed, you terminated the call. Please note that the order email carries your proof of purchase.
Without an order number, we are unable to provide a refund.If you are able to locate your order email, please contact me.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Senior Corporate Case Manager
Executive Escalation Team
Boost Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:09/27/2022
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.
Complaint: 18134074
I am rejecting this response because: I'm frequently told by your customer service Representatives that is an issue with the towers. I am paying for a service that I'm unable to use most of the time. Maintenance with other companies is generally done at night during low call volume times. Another excuse I get from Representatives is Tower enhancements. My specific line has been checked numerous times by your tax and representatives to ensure that it is not an issue with my device, nor is it an issue with topography, geography, or anything of the such. I simply want to be able to make phone calls when I need to make phone calls. I just contacted the service tech again yesterday (10/2/2022) it was told again that it was due to Tower maintenance issues. This is not beyond your control as it is scheduled maintenance for your company. Also other companies that use the same towers are not being affected as per a statement made by one of your service reps it is only a boost Mobile issue.
Sincerely,
***********************Business Response
Date: 10/04/2022
September 29, 2022
***************************
791 ***************
********, ** 32909
Re: BBB Complaint #********
********* - ************
Dear ************:
On September 27, 2022, we received your complaint, dated September 27, 2022, filed with the Better Business Bureau.
You said that you are experiencing issues with your device and you were offered a credit.
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.
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 current network issues were identified.
Please be advised that our records show no credit was offered.Nonetheless, I applied a one-time credit of $80.00 to your account to cover your next monthly payment due on October 28, 2022. 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 Escalation Team
Boost Mobile
Monday - Friday 8:00 am to 4:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Business Response
Date: 10/10/2022
October 10, 2022
***************************
791 ***************
********, ** 32909
Re: BBB Complaint #********
********* - ************
Dear ************:
On October 7, 2022, we received your rebuttal, dated October 7, 2022, filed with the Better Business Bureau.
You stated that you have repeatedly been advised of a tower outage in your area. You requested that we resolve this issue and provide satisfactory service in your area.
Please note that, as you have been advised, our system shows there is an ongoing issue with a tower in your area. We are unable to provide a timeline for this issue to be resolved. We regret any inconvenience this *** cause.
Please be advised that 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 *** be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings,basements, walls, and various other structures. As a result, customers *** experience difficulty making or receiving calls while indoors. In addition,data coverage is not available everywhere and service speeds are not guaranteed.Data service speeds *** 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 *** result in dropped and blocked connections, slower service speeds, etc.) *** impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Boost Mobile offers no warranty or guarantee of such.
As we have already provided a courtesy credit of $95.00 for these service issues, we maintain that no further compensation is warranted. If the service you are receiving is not up to the standard you require, the prepaid nature of Boost Mobiles wireless service allows you to explore alternatives that *** be able to provide better coverage in your area without financial penalty.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************************
Corporate Case Manager
Executive Escalation Team
Boost Mobile
Monday Friday 8:00 am to 4:30 pm MST
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Initial Complaint
Date:09/27/2022
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.
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,
*************************oost Mobile is trying to making it difficult or impossible to comply with the *** guidelines around porting phone numbers when changing providers, to make it difficult for me to end my business with them.Business Response
Date: 10/21/2022
October 21, 2022
Mr. *************************
275 ********., Apt. 5C
********, ** 10002
Re: BBB Complaint #********
********* - ************
Dear ****************:
On September 27, 2022, we received your complaint,dated September 27, 2022, filed with the Better Business Bureau.
You said you intend to go to another service provider,so you requested your account number.
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 indicate that your phone number was successfully ported out on October 3, 2022.
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:09/26/2022
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.
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. Everything worked out in the end but it was a terrible experience. Knowing these things happen, as is said in the response, there should be a procedure in place to make this less of a headache. For instance, not having to drive to stores or stay on the phone for hours on end talking to several different people.
Sincerely,
*********************Business Response
Date: 10/18/2022
October 11, 2022
Mr.*********************
3319 *********.
***********,** 02324
Re: BBB Complaint #********
************
Dear **************:
On September 29, 2022, we received your complaint, dated September 26, 2022, filed with the Better Business Bureau.
You said your phone number was moved from MetroPCS to Boost Mobile without your request or authorization. You stated that when speaking with Boost Mobile representatives, you were not given an explanation of how this occurred, and you were told to visit retail stores to verify your identity.
When we spoke on October 11, 2022, you said that the issue has been resolved and that your phone number is now back with Metro by T-Mobile (aka MetroPCS), but you were still not given an explanation.
I informed you that phone numbers are taken over by unknown individuals on a regular basis for various reasons and, in many cases, the persons doing this are never identified. However, Boost Mobile takes these types of situations very seriously.
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:09/26/2022
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 thought I uploaded three documents for my complaint, but I can only see two. Can you add this document to Complaint ID: ********?
Thank you for your prompt action on this. I have received only a $150 refund from Republic Wireless and that is NOT acceptable.
PAID:
$245.38 1/30/2022 #INV126215438
$245.38 1/30/2022 #INV126215462
$246.00 3/30/2022 #INV126575965
Each of the above are worth $0.67/day (amount paid /365). The cancellation date was 8/4/2022, therefore:
1/30/22 annual plan used for 186 days, refund pro rated for 179 days = $119.93 times 2 = $239.86.
3/30/22 annual plan used for 127 days. refund pro rated for 238 says = $159.00
TOTAL REFUND DUE = $399.32. Received $150, now $249.32 due to me.
Thank you.
Regards,
**************************************
**************port my phone #s to our new service. I was provided that info by a very helpful representative WHO ALSO ASSURED ME THAT I WOULD GET A PRO-RATED REFUND FOR THE 3 ANNUAL PLANS. She cautioned me not to call back for the refund request until after I was certain that the #s had successfully ported to the new service and confirmed that there would be no problem to request a refund.On 8/4/22 after the #s were successfully ported to the new service, I called to request the refunds. I was informed that there would be no refund, even though I had not been told this the last two times I spoke with a RW rep and even though there was never a written statement that annual plans were non-refundable.I want a pro-rated refund from 8/4/2022 through January 2023/March 2023 per the attached invoices.Business Response
Date: 10/03/2022
September 30, 2022
***********************************
1312A 9th St.
*******, ** 94501
Re: BBB Complaint #********
A00362123 - ************
Dear ****************:
On September 27, 2022, we received your complaint,dated September 26, 2022, filed with the Better Business Bureau.
You said you disconnected your account and there was a remaining credit balance for unused service. You requested a refund.
It has been confirmed that your phone numbers were ported out on August 3 and 4, 2022, leaving a total of 12 months of unused service between the two accounts. A $150.00 refund has been issued; please allow up to 19 business days for processing.
We strive to provide excellent service and we regret that your experience was unfavorable.
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
Phone Hours: Tuesday Saturday 8:00 am 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 10/03/2022
Complaint: 18131472
I am rejecting this response because:I have received only a $150 refund from Republic Wireless and that is NOT acceptable.
PAID:
$245.38 1/30/2022 #INV126215438
$245.38 1/30/2022 #INV126215462
$246.00 3/30/2022 #INV126575965
Each of the above are worth $0.67/day (amount paid /365). The cancellation date was 8/4/2022, therefore:
1/30/22 annual plan used for 186 days, refund pro rated for 179 days = $119.93 times 2 = $239.86.
3/30/22 annual plan used for 127 days. refund pro rated for 238 says = $159.46
TOTAL REFUND DUE = $399.32. Received $150, now $249.32 due to me.I am attaching the third invoice which was not included in the original complaint submission.
Sincerely,
*******************************Business Response
Date: 10/06/2022
September 30, 2022
***********************************
1312A 9th St.
*******, ** 94501
Re: BBB Complaint #********
A00362123 - ************
Dear ****************:
On September 27, 2022, we received your complaint,dated September 26, 2022, filed with the Better Business Bureau.
You said you disconnected your account and there was a remaining credit balance for unused service. You requested a refund.
It has been confirmed that your phone numbers were ported out on August 3 and 4, 2022, leaving a total of 12 months of unused service between the two accounts. A $150.00 refund has been issued; please allow up to 19 business days for processing.
We strive to provide excellent service and we regret that your experience was unfavorable.
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
Phone Hours: Tuesday Saturday 8:00 am 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 10/17/2022
Complaint: 18131472
I am rejecting this response because: Republic Wireless has provided a duplicate cookie-cutter response which I previously rejected. Republic Wireless is asking me to call them directly to discuss the matter. There's nothing to discuss -- there is nothing to negotiate, the math is simple and I have already provided in writing via this complaint thread the amount of refund remaining due to me.
Sincerely,
*******************************Business Response
Date: 10/25/2022
October 25, 2022
***********************************
1312A 9th St.
*******, ** 94501
Re: BBB Complaint #********
A00362123 - ************
Dear ****************:
On October 21, 2022, we received your rebuttal, dated October 21, 2022, filed with the Better Business Bureau.
You inquired about the refund amount and indicated that a higher refund was owed to you.
Republic Wireless terms and conditions state that Pre-Pay Annual Plans are not refundable, which can be viewed online at https://republicwireless.com/pages/terms-and-conditions/.
I made an exception and approved the refund of $150.00.
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
Phone Hours: Tuesday through Saturday 8:00 am 4:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
*********************************., #***
******,** 80210
*********************Customer Answer
Date: 10/31/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best that Republic Wireless can offer. The refund provided is not sufficient, given that every customer service representative assured me that I would receive a pro-rated refund in full and I have not, but I no longer wish to engage in the process. Very disappointed.
Sincerely,
*******************************
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