Telephone Service, VoiceStream bad customer service

# 2 for September 12, 2001

Complaints.com received the following e-message on September 11, 2001:

From:

Sent To: Email User

RE: Re: [Incident 010906-000292] Voicestream Bad Customer Service

Loretta, Our initial frustration began in February, which was many months before it was ever turned over to

collections in July/Aug. Repeated phone calls and emails did not help resolve the situation as everyone we spoke with gave us a different answer than the one before. Each person we spoke to passed the buck back to the BART department or another department that we are never able to directly contact to resolve this situation. We will continue to let

everyone we know what a bad experience we have had with Voicestream and persuade others to look into other more viable options for wireless coverage like AT & T, Qwest, and Verizon. We have been very pleased with AT & T so far. As for your suggestion to work with the collection agency on any balance disputes, they indicated to us any

balance updates or removal of the account from their firm needs to be directed to them by Voicestream, not

us. In keeping with VoiceStream's Customer Service standard you have not addressed our concern or assisted us at all. Keep up the good work. Regards,

Todd & Kellye

Recently you requested assistance from our Web Correspondence group. Below is a summary of your request and our response.

To better manage our incoming e-mail volume, the functionality of our e-mail system is designed to set all incidents to "solved" after 48 hours from our initial reply. However, we do not consider any interactions with our customers to be solved until we have properly addressed all of your questions, concerns

and comments.

If our response did not solve your issue or if you have additional feedback or questions for us, you may update or re-open your incident at any time. Just follow the directions below and we will get back to you as soon as possible.

Thank you for choosing VoiceStream and allowing us to be of service to you.

Subject

---------------------------------------------------------------

Voicestream Bad Customer Service

Suggested Answer

---------------------------------------------------------------

At 09/11/2001 06:36 AM we wrote -

Dear Todd Morello:

Thank you for taking the time to contact VoiceStream Wireless. The account in question has been turned over to an Outside Collection Agency. Due to this fact, I am no longer able to assist you with matters regarding your account as we no longer hold it. You will be contacted soon by the collection agency. Any balance

inquiries, disputes, or adjustments can be handled by the Outside Collections Agency.

If you have any other comments, questions or concerns, please feel free to contact us anytime.

Thank you for choosing VoiceStream Wireless.

Sincerely,

Loretta

Customer Care Specialist

VoiceStream Wireless

Question

---------------------------------------------------------------

Hello.

We were a Voicestream customer for 5