Centennial Wireless, Ft Wayne, IN - I am writing to describe my absolute disgust with the customer service I have received from Centennial. Every time I call, I hear

Centennial Wireless, Ft Wayne, IN - I am writing to describe my absolute disgust with the customer service I have received from Centennial. Every time I call, I hear “Thank you for calling Centennial Wireless, where customer satisfaction is our number one goal.” This is a joke.

Business Reply - February 15, 2005 - From: Email User Business

http://www.complaints.com/directory/2004/october/26/28.htm

Dear Sir, Thank you for the opportunity to respond to Mr. Smith’s complaint. When we receive a complaint from a customer, we make every effort to reach a mutually satisfactory resolution. We have spoken with Mr. Smith’s wife, Maggie, at his request, and all matters have been discussed with her. Mrs. Smith advised in our last conversation that there were disputed calls on two bills. Copies of these bills were sent and confirmed received by her on 12/21/04. Since that date, we have made several unsuccessful attempts to follow up with her. While we sincerely apologize if Mr. & Mrs. Smith do not feel that they were properly assisted on their account, we believe that we have addressed their concerns to the best of our ability. Unfortunately, they do not agree. At this time, Centennial Wireless considers this matter closed unless we receive the additional information from Mrs. Smith that has been requested. Sincerely, Julie P

Centennial Wireless

centennial wireless

Centennial Wireless

6302 Constitution Drive

Ft Wayne, IN 46804-1547

ATTN: Phil Mayberry

December 6, 2004

I am writing to describe my absolute disgust with the customer service I have received from Centennial. Every time I call, I hear “Thank you for calling Centennial Wireless, where customer satisfaction is our number one goal.” This is a joke.

My step-son, who had a phone as a companion line (269 362 2sss) on our account, moved from Buchanan MI to New Orleans, LA at the end of August. It was the first time he was away from home, and ran through his anytime minutes in record time. I received a message on 9/23 from Centennial, which I asked my wife to return. I have problems with my short term memory, and prefer that she handle most business matters. To date, all business entities have not had a problem with this situation once it is explained. Centennial is the one exception.

My wife explained the situation, and the customer service rep agreed to ask my permission to speak to my wife, and would then explain the reason for the call to her. Well, the rep simply launched into her speech-she had lied to my wife. She stated that this line, 362-2769 was 12 minutes over the anytime minutes. I realize it is ridiculous to call at a 12 minute overage, but this is what she said. My wife is listed as a contact on the account and Centennial allows her to make changes to the billing but refused to discuss an overage. How is this reasonable? How is this good service?

We immediately called my son in New Orleans and advised him, and he stated he would be sure to not use any more prime time minutes.

Imagine my shock when I opened the bill the next month to find I was billed for more than 300 minutes! When my wife called, she was told it was not possible for Centennial to have called for a 12 minute overage. Perhaps not, but that is what the CSR said. She also quoted a dollar figure of $7.40. I am absolutely certain of this. My step son, Jeff only used one additional prime time minute after that call was made. The CSR, when asked to explain how 12 minutes could grow into over 300, without any additional minutes being used, accused us of lying. I would like an explanation of how this constitutes good customer service. When told that charges were billed when it was not possible for him to have made calls, again, we were told he was lying

In attempting to resolve this, we have asked repeatedly how to handle disputed charges, because many of these minutes were charged when Jeff did not make calls. No one ever responded to that question. We were assured that our third line, 269 362 1169 would not be affected in any way by the problems with 2769. It was shut off the last weekend in November, even though the bill was paid. Every CSR we have spoken to has been rude, hostile and accusatory. No one has been helpful.

I have tried to resolve this in a store, however, I have waited a minimum of 45 minutes and more without service. This is business as usual. The last time I was in the store in Niles, MI there was one customer ahead of me, and I waited 45 minutes before I gave up. Two other people also walked out.

At this point, I have already talked 5 people out of using Centennial Wireless. One of them spent over $500 on phones and accessories. And I will continue to do so at every possible opportunity.

Tonight, I opened another statement from Centennial to find that the bill has doubled to over $1000. How is this possible when the phones have been shut off for 6 weeks? When I went to the website to print out the itemization, I was denied access to the detail billing.

I am aware that we have signed a contract with Centennial, but I did not sign anything that agreed to abysmal customer service nor did I agree to pay for anything Centennial could dream up.

When I called Centennial Wireless tonight to inquire which federal agency regulated cellular carriers, I had to speak to four individuals, three of whom demanded “what is your problem?”. When I informed them I was asking because I wanted to know, they simply put me on hold and transferred me.

How am I supposed to be satisfied when I have been accused of lying, when in fact, I was the one being lied to; I have asked for assistance which was ignored and now I am being threatened with collection for calls that have not been made. I am willing to pay for legitimate calls, but not when Centennial employees are too lazy to investigate fraudulent calls.

I should not be responsible for reconnection fees when Centennial refused to give me instructions on how to address disputed charges and refused to even acknowledge that it was possible that charges could be fraudulent. I will not be responsible for contract termination fees for the same reasons, nor will I be responsible for fraudulent charges.

Christopher L. S

Buchanan, MI 49107

CC: Federal Communications Commission

Michigan Public Service Commission

Centennial Wireless

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