I just want to share my experience as I've had a week from hell. I have name changed.
My ex husband moved out 2 years ago and my gas and electric account was in his name but payments came from my bank account.
The last few months have been financially horrendous for me and because of this I applied to the local welfare provision department for a fuel voucher.
I was awarded a £30 fuel voucher which was emailed to me and needed to be redeemed at a paypoint machine.
Up until now I have always used the app to top up and so never used my boost top up card.
So on Saturday 3rd March I called Boost to ask for them to send me a reolacement card. I explained i had a fuel voucher i needed to redeem as i was struggling financially.
Boost told me that they had to speak to the named account holder, as this is my ex DH he said he would open my own account.
My fuel voucher only was valid for 7 days and I was told to redeem within 2-3 if possible so I was worried about not being able to get it in time.
They told me that I could take the PAN number to the paypoint machine to redeem the voucher.
On Monday I took the PAN number and the voucher. The voucher worked and £30 was in the Paypoint machine.
But the PAN number was coming back as invalid.
I phoned Boost who said it might be because my account was so New, give it 24 hours.
Tuesday I went back and the £30 still wouldn t transfer
(The money was essentially stuck in the paypoint till)
They said they would send me a card.
Wednesday an OVO card arrived.
I went back to the shop. Card didn't work.
They sent me a 2nd card when I called
That came yesterday. That card didn't work.
I then on Thursday called them because when I called on Saturday my account had £18 credit and I wanted it transferred to my new account.
I had to send email proof the money had came from my account.
At this point all the money I had in the world was £129.
The person on the phone said they had added £18 to my account.
At this point they accidently added £38 And I got a barage of texts and emails thanking me for my top ups.
I assumed this was the £38.
They removed the extra.
Yesterday I went on my online banking and saw £60 had come out of my bank from boost.
They had taken 6 × £10 payments out of my account
Leaving me with £69 to my name.
I called very upset and was told they could not find the payments, there was no record on their end of this occourance.
I had to email them my bank statement.
She then found the payments and said it would take 5 to 7 days to refund.
I was upset but didn't have a choice.
As I put the phone down I got another six texts thanking me for my £10 top up.
They had taken another £60
I called them back and they said I have to claim this back through my bank.
The 2nd 60 was still pending and charge backs take 48 hours according to HSBC.
So for the weekend I was left with £6.
This has been the most stressful week.
I have spent hours on the phone to them and had to visit waypoint so many times trying to get my £30 fuel voucher, it was so embarrassing.
They are the worst company ever.
If you can avoid them please do. They took £120 from me unauthorised in 2 days.