Centennial Wireless, Auburn, IN - billed for service provided to cancelled account

4-5-04 - Business Reply - From - Julie P //

Consumer Message # 11 -11/26/03-Blosser

Dear Sir, Following is our response to Complaint #111 (Blosser) "Mr. Blosser has been contacted and all matters have been resolved to his satisfaction. Mr. Blosser's original equipment was returned to him and Centennial offered release from contract with half of the early termination fee, which he accepted and paid."

Thank you, Julie Parker

Centennial Wireless

From: Jason Blosser [Email User]

RE: Centennial Wireless, Auburn, IN - billed for service provided to cancelled account

November 18, 2003 Centennial Wireless

3811 Illinois Rd

Suite 212

Fort Wayne IN 46804 To whom it may concern: I returned my phone to the Auburn store and closed my account on October 31, 2003. I will explain my reasons shortly. Yesterday, I received a bill of $37.97 for service after the date I returned my phone. I will not pay this. Along with the bill for canceling my service, you include a flyer asking me to refer a friend or family member to Centennial. Your company also spammed my home phone number with numerous automated calls that I did not ask for. I am on the State and Federal don-not-call lists. You didn't even think to have a real human call. When I finally called you on Friday, November 14, the lady who answered was extremely rude and condescending. I only wish I wrote her name down.

When I tried to explain some of the reasons why I have cancelled my Centennial service, she became even ruder and combative. She scolded me like a child and proceeded to argue with every point I tried to make. "But you signed a contract, sir!" she responded more and more rudely. What about my contract? Where in your contract am I protected from the horrible and pathetic customer service I repeatedly received from your company? Where am I guaranteed a certain minimum level of service in your contract? Where does your contract say I won't be lied to as I have been by your company? I have received inaccurate and inconsistent information every time I stood in line (for an hour on two occasions) in one of your stores and every time I called "customer service." And I use the term loosely. When I purchased my phone, I explained to the sales rep at Glenbrook that I traveled to Virginia and the east coast and needed to be guaranteed roam-free coverage and good signal strength. While in Richmond, Virginia, I was frequently without any coverage or in roam. This occurred frequently between Richmond, Glen Allen, and points east. My phone was useless. Where is the value in an unusable phone and service? In short, my experience with Centennial has been horrid! I am a customer service professional, and my organization would do right to terminate me if I provided the lies and inaccuracies and substandard service I have received from your multiple locations. I would like to afford you the opportunity to eat the cost of the enclosed termination fee...not to mention the unjustified billing of a month after I cancelled service

. If this matter is not resolved to my satisfaction, I am fully prepared to file complaints with the Better Business Bureau, the Fort Wayne Chamber of Commerce, the FCC and any other state or Federal regulatory body that will hear my complaint. I will also make it my life's mission to share my opinions of Centennial with everyone I can influence and on any internet forum available to me. My attorney and I are also pondering Small Claims Court just to prove my point. Centennial Wireless offers horrible customer service. I highly recommend you read Ken Blanchard's The Raving Fan or Jack Mitchell's Hug Your Customers if you hope to keep the company solvent. You need to treat your customers as you want to be treated.

The conversation I had last week with your young lady in the "Retention" Dept. (oh, and where to begin with the fact you even need a retention department. This speaks volumes to my point!) clearly proves to me that I represent noting more than a dollar to you. And now Verizon has that dollar! Sincerely, Jason M. Blosser