Nextel

Nextel

I have been trying since the fall of last year to resolve a complaint with Nextel, and cannot get anyone to understand the situation they have put me in.

We have 3 Nextel phones with Nextel, and I monitor the phone plans to make sure we are getting the best rate plan for each family member on a monthly basis. After starting with Nextel, I noticed that 2 of the phones were getting close to going over in minutes, so I decided to look into a different rate plan. I called Nextel, and was told by the gentlemen on the phone that they actually had a plan that was $5 cheaper than the plan we were on, but had more minutes. I naturally jumped at that plan, and he encouraged me to switch the 3rd phone although he was no where near using the minutes in this new plan, but only for the fact it would save him $5.

The plan they were on included free incoming minutes, and since Nextel is know for that I either did not know, or did not hear that incoming minutes in this plan were not free. since I monitor the plan each month the plan did indeed work for the 1st month or 2. Then all of the sudden we were slammed with an overage on one of the phones. After making several attempts to call Nextel to figure out what happened, we finally get a rep who asked us if we were aware that incoming minutes were not free? After looking over the bill at this point we determined that if it had not been for the incoming minutes that month we would not have been over. I made several attempts to contact Nextel as I felt we were not informed of this.

When asked by Nextel why we just now questioned the fact that incoming minutes were not free I responded that we would not have, until we got a bill with overages and investigated it? I finally was forwarded after days of calling on this to Stephanie in finance, who after reviewing the bill said she herself was going to enter a dispute on our behalf because we have never had a problem with overages in the past, so I waited for a response to this. A few days later I received a call from Faith at Nextel and was told they were going to credit our bill the whole amount of $1200/ the total of all 3 phones. I immediately told her that I did not need the whole bill credited I only needed the overages for the 1 month on the 1 phone credited. The $1200 included 3 phone plans plus new phones we had upgraded to so I did not feel that was necessary. Her response was that is what she was instructed to do? I then receive a call from Amanda at Nextel 4 days later that they were reversing the credit that it was not justified, and that is all she would say.

I then attempted to get ahold of the same person who called regarding the credit in the 1st place but you can never get the same person again. I reached another person in customer service, and explained my situation once again. I reached someone by the name of Matt who reviewed my situation and discussed with his supervisor Mr McMillan, and was told that this time they would re-issue a credit for just the overage that corporate may have not allowed such a large credit to go thru. He assured me that this credit would not be reversed, that this is done for customers on a one time basis, and his supervisor would put a note in my file not to reverse. Once again it was reversed, I called back and they fixed it again, I then paid off the full balance only to find again they re-billed me for the credit issued. Finally after all of the frustration and aggravation I contacted Nextel corporate.

I have experienced nothing but rudeness from that office not making any attempt to come up with a resolution to this problem. I have spoke with Koronda Holmes, someone by the name of Regina and also I have made several attempts to right Tim Donahue(CEO) at Nextel who refuses to respond himself to any correspondence or calls. The only resolution I got from Nextel, was to allow me to make 5 weekly payments to pay the bill up. Since this was going to affect our credit, I made the payments while trying to fight this, only to stop the harassing phone calls from Nextel, and to stop this from going on our credit report.

I had our local news channel problem solver involved in this, and Nextel refused to respond to her. Finally after giving her a contact name at Nextel their response was that since I made the 5 weekly payments that I agreed to their offer, and the case was closed. How low can a business go??

Now prior to this, we had received the new phones, and had a problem understanding how to download previous contacts in the old phone to the new phones. we called Nextel, and they downloaded my sons girlfriends contacts into his phone violating her privacy, needless to say they are no longer together. Nextel refuses to even acknowledge that they made a violation of privacy mistake. I contacted a customer service rep at Nextel and ask him to pull up my order history, and he advised me that my order could be seen by him and no where was it documented that I was told incoming minutes were not free on this plan we took, and that corporate was not being honest with me in saying that I was told that.

I feel I have been jerked around, and do not know where to go from here other than to hire an attorney, which I do not have the money for. Can someone lead me in the direction of where and what I can do to make them understand that what they did was wrong in issuing a credit and then reversing 4 days later issuing the credit again 2 times later then reversting and that I should be allowed a 1 time credit as they promised, for their mistakes. We have continued to monitor our phone plans with no more problems. In all of this we now have a phone which is on standby because of the violation of privacy, and the fact that my son and his girlfriend are no longer together that I have to end my phone with verizon for myself and take over her phone or pay a cancellation fee.

Anyone have any solutions to this ongoing problem that obviously Nextel refuses to acknowledge?

Thank You

Marjorie

Click this link to e-mail the message author: Email User