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WARNING: Boost horror story must read

by Agog    Dec 7, 2007, 1:35 AM

So about 3 months ago, I'm on hold with Boost Mobile. I charge 50 bucks on my account, like I always do, when I run out of minutes. The call center associate accidentally hit the button 3 extra times, and charged me a total of 200 bucks by mistake. They realized they're mistake and said they would credit me back. I allowed 3 months to go by, and was able to burn through $85 of the minutes. But after the 91st day, they're system cancelled the rest of the money on my account, equaling $115.55 into the Boost coffers.

Today I called in and the phone center associate seemed to care and empathized with me. He asked me why I waited so long to call in about my credit. My answer was that when I originally called in and the associate humbly apologized and recognized her mistake I was very impressed and patient and just trusted her because she felt so bad.

I also explained to the phone associate today that the Visa Fraud dept called me and asked why there were 4 charges in a row on my credit card. I explained that it was all a mistake and that Boost Mobile is taking care of the issue.

So the Boost call center associate today, talked with the Boost credit dept and trying to plead my case and save me from losing my $115.55. (I wonder where the nickel came from sense it is 10 cents a minute?)

I was on hold for 20 minutes when he finally came back. He explained that according to the credit dept's system it did not appear to be the Boost associate's fault due to thier system saying that the first charge was by the phone associate, and the next 3 charges were through WOW! So now it appears to be my fault. The obvious implication being that the first $50 charge was by the associate, and the next three charges were by me on the Boost website. I felt very offended as if my integrity is in question all of a sudden.

The phone associate appologized to me and could not guarantee that I would get the credit back. I do have a case open and he told me to call back in 48 hours to check on it. But hope is bleak.

I ussually prepay 50 bucks every 3 months, which is an awesome deal. But problems problems problems. You get what you pay for. Boy did I take for granted the 6 years of bliss with Verizon.

Does anybody have any suggestions?

I actually work in a call center my self and have been promoted to a specialist. I always credit the customer back, especially if it's the right thing to do, I would not even think twice about it. I know the credit can be done.

Can a company get away with this and make it look like it's my fault? Ouch.

I will keep ya'll updated with the conclusion of my open case with Boost.

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