Nextel - purchased one phone but charged for two phones - received two separate bills - trouble getting matter resolved - double billing not resolved by Nextel as promised

Complaints.com received the following consumer message on February 17, 2003:

From: Marlee [Email User]

RE: Nextel - purchased one phone but charged for two phones - received two separate bills - trouble getting matter resolved - double billing not resolved by Nextel as promised - phone service terminated

This past June, I signed a year-long contract with Nextel for cellular service. I ordered one cellular phone using my credit card; however, at the end of the billing cycle, I received two bills - it was obvious that I had been charged for two phones. I immediately called Nextel to rectify the situation. I was informed that it was an administrative error and would be resolved in a timely and judicious manner.

However, when I received the subsequent bill the matter had clearly not been resolved: I was still being charged for two phones, this time on one bill. I once again called Nextel and was told that I had been credited for one phone; however, they were not sure how the payment was processed. Furthermore, they did not have a record of the transaction and I would consequently have to pay the extra $250 on record. To be sure, the representative admitted that they had been updating the system and the payment might have been erased by mistake. I continued to loyally pay the monthly dues for my phone usage but I refused to dish out an additional $250 because of administrative/computer errors on the part of Nextel. I recently received a message from a Mr. Ken Martinez stating that I needed to call him in order to resolve the situation. I called this person several times, but to no avail. He was unreachable. I did leave a message explaining the situation, but he never returned my call.

On Tuesday, February 6, 2003, I spoke to a representative by the name of Nakia and she told me that the matter was resolved and was closed. However, I never received written documentation of this resolution. It has become painfully clear, however, that the matter is far from “resolved.” My phone service been terminated even though I was given a seven-day period to settle the account.

Needless to say, I am outraged! I demand that matter be looked into immediately. Having been a loyal customer for well over six months, I am incensed at this callous and unprofessional treatment. I only purchased one phone, thus I am only obligated to pay one phone bill.