Complaints.com

From: Message Author
Date: Thursday, 16-Nov-06 21:28:10 CST

Business Info

I called a year ago to cancel service with nextel to switch to Metro PCS. I spoke with a gentleman for 20 minutes about canceling answering all of his questions about why I decided to switch. Metro PCS was new at the time and I figured they would have service issues but I could deal with the trouble for the price diference. After the Hurricanes here service with nextel SUCKED.

My phones wre canceled and I went to purchase new phones the next day. 3 days after cancelation the same guy called me back from nextel and ask me if I would stay with Nextel if they would match the plan that Metro PCS offered. He apparently went to their website and read it over and discussed it with a supervisor.

Definition of a SUPERVISOR: I ghostly figure that apparently collects a paycheck, has an office and VOICEMAIL, but no arms, hands, ears or mouth for the ability to contact a customer. GOD I NEED THIS JOB.

His EXACT words were "We do not want to lose a customer to another provider." I told him I did not want to sign another contract, sign up for an extension and I wanted everything that Metro provided. He faxed me a letter that explained I would recieve NEXTEL UNLIMITED for 45.99 a month with no extension on my contract. He was very clear about one point in this offer. NEVER disconnect service because he would never be able to get me the same plan again. He also ask me to tell my friends and family about it so he could switch them to the same plan. "Just have them call me" he said.

So I told everyone I knew. Everyone I knew called and switched to this plan after he set them the same contract. We faxed it back and my phone bill came in with discount after discount and service credits. Total of the credits were $97.37 in credits on both phones getting me to 45.99 a month.

About 4 months into the contract I changed phone numbers on one phone and the credits fell off. It took a good 6 total hours and 3 faxes of the letter before they returned the credits and things were back to normal. They explained that because of the number change the computer just updated and didn't reapply the credits. But they fixed it.

Last month I changed my number on my second phone and as I figured the credits dropped again. I contacted nextel and I knew from previous experience that customer service wouldn't help I had to go to ACCOUNT SERVICES. I explained the situation again to the rep. and he had me fax in the letter. I faxed the letter and he said to expect a call from a manager in 48 hours. NO CALL.

I called back and started over once again with a new rep because getting in contact with the same person is impossible. They had me fax in the contract and gave me the same response with the promise I would hear back in 24 hours. By this point I had spoken to around 5 different reps with the same crap answer.

To shorten this I spoke with over 16 different reps in ACCOUNT SERVICES and never spoke to a supervisor. I was hung up on by 3 nd disconnected by 2 durin the conversation to inclde one that hung up because it was 10 at nite.I tried calling back and got the we are closed bit. I had up to this point 6 hours of talk time with nextel "WE DON'T" care.

They kept saying that the discounts were only pomised for one year. I was not promised a discount, I was promised a rate on a plan according to my contract. I was told to contact the guy who gave me the contract. CHAVIS HOLLOMAN. I left over 12 messages on his phone over 2 weeks and his SUPERVISORS voicemail as well. I left my number on the message and he never returned my call nor any superviors. He called the second line and left a message stating that it expired and that if I wished to terminate there would be no termination fee. I canceled and they don't want to waive the fee and of course he doesn't answer his phone. They also took so long to give me an answer I rolled into another month and they want me to keep my phones on for the remainder of the term. I saved the message and the letter as well as my bill.

If there is somewhere to post them here just let me know.

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