I purchased a 12-month recharge two month before my existing prepaid plan expires, only to notice after the recharge kicks in, the expiry date was set to 12-months from the time or recharge, instead of 12-months from the existing plan expiry.
Upon contacting Boost, they responded that this is working as intended. Their “12-months recharge” does not extend the existing plan expiry, but start taking effect as soon as it was purchased.
Has this happened to anyone else? I’m planning to take this to ombudsman. As this is clearly double charging the customer and false advertising.
Having been with a number of telco, none of the providers would structure a prepaid “recharge” like this. The new expiry date was not being shown at any point during the recharge process.
Boost is effectively selling two plans for the same number for 2 months.
Edit: their rep threw me a link to their T&C and ended the conversation https://www.telstra.com.au/content/dam/tcom/personal/consume….
Edit2: adding an update in response to the ppl claiming this is expected and nothing is wrong.
Just to reiterate I was with a different Prepaid provider, and recharged exactly once BEFORE the expiry of my existing plan and the expiry date was not set based on the recharge date, but extended accordingly.
I had a look around various forums, a number of people had mixed experiences from various providers.
How is it fair to the customers when the interpretation of the word “recharge” is completely different for each provider, and the burden is laid on each individual to go through every single sentence in terms and conditions to make sure they didn’t get it wrong?
Boost, in this case, did not make it clear to the customers what the expiry terms are. I did the recharge in the app, and was not given easy access to the terms and conditions.
Just take to the ombudsman! /thread