Wind Mobile - Wind Mobile treats identity theft victimes like criminals

Posted on Saturday, November 5th, 2011 at 3:36pm CDT by d181c521

Company: Wind Mobile

Location: Toronto, ON, CA

Category: Other

One year ago, an unknown party stole my credit card information (not the card itself) and used it to open an account at Wind Mobile.

For the past six months, I have been trying to get the matter resolved with Wind people only to be met with resistance and stalling tactics. I have been on hold for up to 45 minutes on several occasions, then promptly hung up on by Wind employees. I have been yelled at, bounced around departments, lied to and basically treated like the criminal in this matter, rather than as the victim of a crime.

My two biggest complaints about Wind are:

A) They exercised what appears to be very little security when signing the person claiming to be me up for a contract. However, once the error was pointed out, they have been withholding information and basically giving me the run-around because they claim that they can't verify my identity. They have a collections agency calling me 3 to 5 times a week because they hold me responsible for paying up. Yet, because I can't provide the security information that the criminal who set the account up provided them with (i.e. address, pin code, etc.), they cannot confirm that I am the legitimate holder of the account. The hypocrisy of it is astounding.

B) Wind provides no recourse for aggrieved customers to communicate effectively with the relevant departments. The only way to get in touch with anyone at the company is to go through customer service, and their only recourse is to transfer your call to the general mailbox. At one point, I waited 40 minutes to speak to someone in Credit and Collections. When I finally spoke to someone, I was hung up on/the call was lost. So, I called back and the EXACT SAME THING happened again. When I called a third time, the Customer service agent refused to do anything for me other than put me on hold again. She wouldn't let me speak to a supervisor or anyone else in the company and eventually just transferred the call to get rid of me.

I beleive that Wind is making it purposely difficult for aggrieved customers to communicate with senior personnel thereby discouraging them from pursuing legitimate complaints.


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