NEW JERSEY -- This is about very poor customer service from Nextel Boost and a nasty, sarcastic an arrogant supervisor (Steve) who raised his voice to me, a customer. Money was accidentally added to a wrong prepaid Nextel Boost phone for my child's phone. When I first call, I was told that a form could be filled out to credit the right account and I would have to speak to the customer credit dept. and I was put on hold for an extended period of time, so I hung up and called back and requested to speak to someone in the credit dept.
This customer service person (heavy southern accent) declined to do so and discussed the situation with her supervisor who told her nothing could be done and whoever owned the phone would keep the money that was put on it. I then requested to speak to her supervisor. The supervisor Steve (he refused to give his last name and again heavy southern accent) employee # ** came on the phone and I explained what happened for the 3rd time and I even explained that I had the receipt and the actual Re-Boost card that was purchased on my check card and I was told again nothing could be done.
When I asked for his boss or supervisor, he became nasty and sarcastic, he stated that the lord God was his boss. And I told him that he was being nasty and sarcastic and religion had no place in this conversation because that was not what I was calling about. Then he raised his voice and stated "DO YOU HAVE A PROBLEM WITH ME BEING A CHRISTIAN?" and I stated “no, because I believe in God, but you are being inappropriate by discussing religion with a customer when the customer is calling about a problem that they are trying to get resolved and I hoped that the conversation was being recorded.”
He stated that yes, the conversation was being recorded and quickly rattled off an address to mail a letter of complaint to, as if Nextel or Boost cares about customer service issues or complaint. By the way I do have a Hispanic first name, which they asked and used during the 2nd conversation and I live in the northeast, therefore I speak differently, maybe this was part of the problem. Either way no customer should be spoken to in such a demeaning manner and made to feel as if their money does not matter.
Any time I've dealt with Boost, I've received bad customer service (that's putting it nicely)... But this takes the cake! I dropped my phone and cracked the screen. Paid the $110 deductible for Assurant (Boost's phone insurance) to replace my phone. Get the "new" (I'm sure poorly refurbished) phone, but from the moment I activated it, it had a major problem that interferes with and often prevents me from using the phone just about every time I use it.
Called the ins co about the issue, was told to call Samsung since it is still under warranty. SS is more than willing to fix it, but the only way they can is for me to send it in. Samsung doesn't (and shouldn't) offer to give a loaner phone while it's being fixed... AND neither does Boost. How is this my problem??? The supervisor I spoke with told me that it was my fault and my problem for dropping my phone in the first place. Duh! But that's why you sell insurance to "valued" customers like me (idiot).
However, it is NOT my fault that they sent me a faulty phone for my $100. And now the responsibility falls to me to find some way of getting a phone for two weeks while Samsung fixes my phone! The supervisor's response to my complaint was that "We are a prepaid service, so we don't have loaner phones"... Interpretation: "We suck at taking care of our customers, but we were able to fool you into thinking you were not giving anything up by switching to Boost. Muahahaha!" The saying is true here... if it seems too good to be true, IT IS.
IRVINE, CALIFORNIA -- I have been a loyal customer of Boost Mobile for over 5 years. I purchased a new Boost phone on May 30, 2012. 3 weeks ago, my cell phone broke. I cannot make or receive any calls or text messages. For the last 3 weeks, I have been trying to get Boost Mobile to replace my phone. I have insurance on the phone, but they are refusing to help me. The reason is that I cannot remember the 4 digit pin I created more than 5 years ago.
Their solution is to text me the pin to my broken phone. My question to them, how can I receive and respond to a text when the phone is broken, and does not work. They tell me without the pin they cannot help me. They refuse let me provide any other info to verify who I am, I'm stuck with a broken phone, I paid for the services of using the phone, and insurance, and cannot utilize any of them. The customer service for Boost is rude, disrespectful. Not one of the many customer service reps, supervisors or managers are willing to assist a loyal customer.
BATTLE CREEK, MICHIGAN -- I have had an account with Boost for at least 10 years. I paid my unlimited plan online with my debit card most of the time. Granted it is my fault for not checking earlier, but there have been many times that I paid the bill and had it go through online, only to get a text saying the payment didn't go through, and I would either pay on my credit card or retry the debit card. This same thing happened the last two months in a row, the first I repaid, this month I checked my bank account balance. I found the money had been withdrawn. I then checked my account histories, both debit and credit, and found there were many double payments.
I called "customer care" and was on hold for over an hour before I gave up. I went to 3 of the Boost offices here, all of them had been closed down. I sent 3 emails on the Boost site explaining the problem, I haven't heard from them, that was over a week ago. I am now a Metro PCS customer. The phone is a better quality and I can go into the Metro PCS store and get any issues I have taken care of. If you use Boost and you get the "payment denied" text, check your account and good luck.
My cell doesn't ring on most incoming calls. They sent a new phone but won't reimburse me for loss of pictures, screen savers, etc and for over a week I don't get my Internet every day and in one week went through 3 online complaints, about 15 boost calls to their support team and tech support and a promise to have my calls returned. Lost all my locked messages and today still Internet problems. IN MATTER OF FACT a ticket was written and I was supposed to receive a call back by now as to getting my Internet problem resolved - they never called.
In December 2010 I purchased a boost mobile Blackberry phone through HSN. I paid $50.00 a month for the phone for four mos. I also paid $60.00 a month for the service. One day the phone slowly stopped working. They had given me a year's warranty on the Blackberry.
After a number of calls to HSN and boost simply wireless a gentleman assured me he would take care of it and mail me another phone within 8 days. I have heard nothing and no phone has been mailed. Have no phone. I have also talked to HSN who told me I would be issued a phone. I have called and called at least 5 different numbers and getting nowhere. I have no phone after paying for this boost Blackberry. I think the attorney general should hear about this company and the reviews are horrible. They have changed one of their names to simply CELLS.com. Where do I GO NOW?
I have been with Boost Mobile since July 2009, with my payment date ALWAYS being the 23rd of each month. In October 2010, I changed to the $50 monthly plan with shrinkage, several days before my payment was due. Shortly after midnight on October 23rd, my phone service was interrupted. When I called to find out why, I was told that by changing to this service plan, my payment date was also changed to a day earlier. However, I was NEVER told of this by email or text messages, only receiving an email confirmation of the plan change, with no mention of due date change.
I have talked to them several times about this issue, even being contacted by their executive escalation division (or whatever it's called), who agreed that I was never informed of the date change. All I want is for my payment for October to be counted as being on time, and they refuse to do this, even though they agree I was never told of a due date change. I filed a complaint with the Florida Department of Consumer Services, and received a letter in the mail today stating the "business has refused to cooperate and the file has been closed unsatisfactorily".
All I want is to have 3 months credited toward my shrinkage plan, and not two. This isn't much to ask. I have threatened to change cell phone companies, which they don't care about, but I can't afford to purchase a new phone right now.
I cancelled my account on Aug 17. However, on 9-15 and 10-15 they still charged my credit card for 74.55 each time. They have record that I cancelled the account, but won't refund the additional 2 months because I didn't specifically ask them to remove my credit card from their system. This is fraudulent charging because I am not receiving anything from them and my account was cancelled.
After many phone calls and being transferred from 1 dept to another they are refusing to give me a refund. They said that when I cancelled the account that I didn't ask to have my credit card removed from the account and that when I agreed to the terms and conditions they could continue to charge my credit card monthly until I cancel the account.
Why would I cancel the account and still want my credit card charged for something I didn't get. I have never dealt with a company as bad as this one. When I asked to speak to a manager they said that managers don't take calls and that the person I was speaking to was the highest I could go. That is ridiculous.
DENVER, COLORADO -- For some unknown reason you can't text as you please. It comes up message failed, then you try to resend but it fails again. As usual, Boost doesn't care because they don't have a customer line to call and the people at the payment centers don't know anything and don't care either, Boost sucks!
Three months ago, their excuse was that their tower was down and I was without a phone for a month. I had to walk a block away to make a call or get messages. They had no compensation for the month of lousy service and I don't know how I could have contacted them anyway because they don't care! Boost sucks. Boycott Boost Mobile. Pick any other provider maybe someone that cares about their customers .
THORNTON, COLORADO -- For two years I had good service with Boost Mobile then days ago I couldn't send or receive calls or anything else. I walked a block away and I could dial out, so now if I want to use my phone I need to go for a long walk. While I am at home I can't receive my clients' calls (emergency or otherwise). I tried to contact Boost Mobile to find out what's going on but their version of help is to give you more options on how you can pay them more money, to make an extra payment, or the latest phone they want to sell you.
It's all about them and they couldn't care less about you. They were OK for a while but when something goes wrong you can't depend on them for anything, not even hello. It looks as if I will need to get another phone carrier since I can't resolve this issue, so, boycott Boost, boycott Boost, boycott Boost!