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Replying to:  Re-Boost fee charged when wireless web was down by mrtoolbelt0601   Dec 3, 2005, 1:23 AM

Re: Re-Boost fee charged when wireless web was down

by jessthemess    Dec 8, 2005, 2:24 AM

First of all,this is not a contract!
I am so very tired of having to explain that the reason we have you the customer READ the Terms and Conditions and physically AGREE to them is to combat and avoid problems that you experienced...I am very sorry you had to go through those changes and I wish you had taken a moment to contact me so that I could resolve all of your issues....Hell, how many times must I offer my help before you take a chance and ask for it !!!
And I fully acknowledge that we should have helped you without the drama and financial bs that you had to go through, but I can predict exactly what happened from your first inbound call regarding the text issue...the agent you spoke with was either a normal customer care agent without the proper training in the way to troubleshoot a Premium Plan or your got an agent that was an idiot!
I am also very sorry we ever let you accept the T&C's without fully educating you on exactly HOW the auto recharge for $15 works and WHY it was critical we have you go back online and "re-sign" those imaginery contracts...sorry, dude!
The entire Premium Plan is based upon the predicate that everything that happens on your account happens automatically, taking the whole hassle out of the process...any account changes that are often needed to resolve things like VM, text messaging, MMS, Credit/Debit card changes, phone number changes, and Market Transfers all have consequences to the Boost Premium Plan, particularly the Automatic mechanisms for both the 49.99 and the 15.00 re-boosts...Once we have to make one of those changes ( and it is important to understand that your premium plan was not "cancelled") it is critical you go back online and accept the T&C's to "re-align" those automatics. When they made a change to your account to alledgedly correct the text messaging they must not have explained this imperative and as soon as your phone was used it acted like it was a normal PAYG plan and dropped your balance below the $5.01 threshold, causing an auto reboost for the $15....Damn! What really burns my butt is that we are aware of this issue an have a way to resolve in your favor, but I am sure that this message has not been made clear across the board and we fumble the customer service aspect of this way to much...
I understand we have to work very hard at making this Boost Premium Plan easier and more understandable.... but we do insist that you read the T&C's, hoping you will actually ask if it doesn't make any sense. Please let me know if I can try and resolve any future problems before you have to take another roller coaster ride on the Boost express!
Jess

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