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Overcharging /poor customer service
Posted by Grandmakathy on 06/18/2009
After years of service with Alltel and the past couple of years not happy ones we are planning to move over to AT&T. We have been overcharged for our service for over a year that we know of and we are looking into all the past bills. A little over a month ago we upgraded to 3 smart phones (we have 7 lines one is a internet card). When we got the smart phones we were informed that the bill would be lower thatn what we were paying, oh yea, this is when we found out that the air card was less a month than I had been paying. After a couple of hrs trying to get the account set up correct we left thinking wow that is great. The bill was less than it had been in a while. That is until the bill came in TWICE as much as it had been. So, I take the bill to the Alltel store and wait a couple of hrs and finally the representative was really nice and about a hr. or so later she had the bill all straight (or so we thought)I came home with instrustion to bring my payment in to the office so that it would be entered into the system correctly. Tis we did and everything was ok. A week later I receive another bill. Itook this to the store and again waited acoupel of hrs to get this fixed. Everthing was suppose to be fixed again and I paid the bill while I was there. Aweek later my phone is shut off. I called customer service again and they tell me that all that money has been applied to three of the lines and that I have a credit but I would have to pay the amount due which is what the entire bill is suppose to be before service will be back on. So, again I call the store and talk to the representative who has been helping me all along, she goes to her suppervisor and in lesss than 30min my phone is back on. Then last night my phone got cut off again. Why can't these people get this right? They expect me to come up with another payment and let them credit my account with the exter money. Iwork hard for my money I can not afFord to just let them hold my money. I have placed a call to the store an I am wating for a return.

     
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Posted by MSCANTBEWRONG on 2009-06-18:
why are you getting a bill on a weekly basis and you keep paying it????
Posted by dani ellie on 2009-07-01:
that is very weird. you should only be rec. 1 bill a month...
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Not So Free Voice Mail
Posted by Jkthorn3 on 06/16/2009
I was in an area where the phone had not any service. I called my voice mail from a land line to my free voice mail box to check my messages. The cell phone had not been turned on for a week due to the lack of service.

When I checked my online billing, I was charged a minimum of 10 cents a minute for calling my voice mail for air time "usage".

According to my terms of service I would only be charged a fee for my voice mail if I used the cell phones airtime.

For my week, alltel has charged me over 6 dollars in fees. When I called them they told me
"We are sorry that is just the way it is" All of this was in broken sing song English by the way from someone in Pakistan or India who would not give me a last name.

I have only used their service for two months and there will not be a month number 3. I filed a FTC complaint against them for unfair practices and deceptive practices.

There is no email address for their customer service as well as they deflect a lot of calls. They dropped my call from a land line to their land line so they did not have to deal with me.
     
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Posted by agent 007 on 2009-09-13:
its clearly written on your user's manual (that is if you actually read them?)that using voicemai service may actually charge you... that means it may or not charge you.. the ewason is that... during your Nights and weekends its free!.. get it?.. and FYI voice mail uses airtime and if you don't have NW as one of your features that means you'll always be charge using it... it really helps a lot if we read user's manual before we actually try and use a new product..
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Alltel Fiends
Posted by Alltellvictim1000 on 06/09/2009
LITTLE ROCK, ARKANSAS -- IF YOU ARE MISTAKENLY THINKING OF GOING WITH ALLTEL, FOUR WORDS FOR YOU--NO WAY IN H_LL!!

In April our daughters cellphone was lost/stolen at her Prom. We tried calling Alltel, there was nothing in the voice menu about lost/stolen phones and their 'customer service' was closed at that time of night. After looking on the internet, I called the Alltel phone insurance number and filed a claim. During the call I asked several times if the phone can be disabled so no one could use it, activate it, or run any unusual charges on it. I was assured several times that would be the case. Several days later we received the replacement phone. When the May bill came out it was over three times what it should have been and had a lot of extra charges on it (GPS and ringtones). We called Alltel and were told these charges began the day after we had been assured by Alltel personnel that it wouldn't be possible.

We were told by the CSR (customer service rep) that she couldn't do anything about it only a supervisor. I called back and after a heated discussion (we didn't understand why we should have to pay when they could access the tape of the call to their incompetent or untruthful insurance person) she agreed to reverse the charges. She gave us a corrected balance to be paid which was still a little high but we were tired of having to explain and ask everything at least three times because of the mix of their personnel's language issues (all our calls except one went to people with English as a distant second-at best-language) or denseness.

I paid the balance given. Today, a couple weeks later, our service is suspended because of the excessive unpaid balance. Morals of the story

1) Alltel's personnel seem to be perfectly comfortable lying and giving false, bad, and misleading information. Apparently whatever it takes to get you off the phone NOTHING TO DO WITH DEALING WITH THE PROBLEM.

2) It seems as though Alltel's call center is either located in a country and staffed with people with poor English skills or just staffed with people with poor English skills. Bad news.

3) The customer service and business practices of Alltel is so horrid that you should not use their service even if it were the only game in town!!! Just imagine how thrilled my wife is that I talked her into switching from AT&T (bad phone service but great customer service) to Alltel with their nightmare customer service!
     
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Posted by MRM on 2009-06-09:
And to add to the moral of the story... be careful not to damage or lose the phone to avoid the hassle of dealing with customer service.
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Customer Service? - Not
Posted by Deedur on 04/17/2009
MIDLAND, TEXAS -- I have been a customer of Alltel Wireless beginning in late 2000 under the Cellular One Co, which was taken over by Alltel. They have now been taken over by Verizon. Through my entire history with the company, I have never been late with a payment as it was set up from the beginning as an auto pay account. I have stuck to my plan minutes and never had over charges or complaints. In short, I have been an easy customer to have on their list. In late March, 2009, the company texted me that my plan minutes had been way overused. They then called me offering a larger plan. On explaining to first one person on the phone then another, I went to the local office to straighten out the problem. March 20, 2009, I dealt with an associate at the local store who added a supplemental plan, at a cost, to my bill to handle overused data minutes and told me he couldn't do anything else until I had my bill. I never received a bill.

April 17, they charged my account $392 more than my usual bill. I went back to the local office and was told there wasn't a supervisor present, the associate couldn't do anything but issue a credit which would take several days to weeks to reach me. I don't know about you but I don't have that kind of money just laying around. I have talked to several people at the local office and by phone and have received nothing but run-around from all of them. A wireless company set up to take money from my account wirelessly will snail mail a refund when they get around to tending to that minor detail! Needless to say, I am not a satisfied customer nor will I be a customer one minute after my "contract" finishes. I wanted to send an email to the company about this treatment and what I intend to do.

Low and behold, there is no such thing as contact information on their website. When the "Contact Us" button is clicked, you are routed to a log-in screen. OK fine, I logged in again and clicked the contact button again. Guess what, I was routed to the log-in screen. Totally unacceptable customer service!

     
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Posted by witchywoman1957 on 2009-07-16:
Good luck gettting your issue with Alltel taken care of. I transfered my service from Texas to Ohio in 2007. They failed to shut off my Texas lines,(not my fault, theirs for not shutting Tx. numbers of when I transfered)they tried to bill me almost 400.00 for Texas lines reported me to the credit buruea,and to years later I am still fighting them. I have reported them to the BBB as has many people in Ohio. They said they would reemburse my my deposit within 10 to 15 days and I am still waiting for that. I've been in contact with Verizon over this matter and at this time they can not access my records because they have not taken over this area yet. Even they people I've talked to in the corporate office will lie to you about what they are going to do. My husband I are thing of taking them to small claims court as a last resort. Good Luck in trying to get your problem solved.
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The Switch to Verizon
Posted by Meggie on 04/15/2009
My Phone is messing up more and more because of this switch to Verizon. I live in a small town and because it is a small town they did not switch over our phones so now my cell phone is messing up pretty badly. Why don't we get to switch?
     
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Posted by Anonymous on 2009-04-15:
Have you called Alltel and asked them what is going on in your particular area? If you are not included in the merger, they should have specific details for you to follow regarding your cell service. Good luck!
Posted by saj80 on 2009-04-15:
I, too, live in a rural area, and have been told that the switch should happen by May, 2009. Also, I have noticed a deterioration in my Alltel service over the past couple of months, but not sure it is related to the Verizon deal.
Posted by dani ellie on 2009-07-01:
if your area isn't switching you will be notified of your areas changes. i heard that at&t bought some of the remaining areas so that Verizon didn't become a monopoly in those areas.
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Rude, Ignorant, Unreliable Service
Posted by Anotherunwantedghost on 03/30/2009
FORSYTH, MONTANTA -- I got an Alltel account 2 weeks ago, since then I've called them a total of 5 times for them to fix my problem. My problem is that someone else's name shows up on the caller id and no one I call will answer because its not my name. I got this in case of emergencies but it does me no good since I can't get anyone to answer my calls. I've called 5 times, spoken to representatives who were beyond rude and supervisors who guaranteed to fix the problem within 24 hours, do the math, its still not fixed. This is bull, I then asked for the tech support number since they all said they were the ones who had to fix it and I was told they didn't have a direct number, whats up with that. However I did get in touch with them and they told me no request was ever put in to make any changes. And until there was there was nothing they could do. What the hell is the point in having the damn phone then.

I will posting negative comments on all sorts of websites, and all over myspace about their crappy business techniques, their personal attitudes, and their lack of communication with other departments.
     
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Posted by Anonymous on 2009-03-30:
Several years ago, it became law that cell phones had to be attached to a real name and a real address (LOL to 'catch terrorists'). Alltel is in violation of those requirements.
Posted by Anonymous on 2009-03-30:
Isn't that something that you yourself would program into your phone?
Posted by Deedur on 2009-04-17:
When the employees aren't rude they are utterly useless! I have gotten a total run around from at least 15 of them trying to fix a problem. They obviously don't care that the economy is bad and that they do have competition!
Posted by dani ellie on 2009-07-01:
There is a way to get to tech support, listen to the automated system. It tells you how to get to the correct area. I'm sure they can transfer you but you you listen you can get there right away instead of explaining your story to "5" different people.
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Scammers
Posted by Alltel prepaid hater on 03/19/2009
ANITGO, WISCONSIN -- I went into Alltel about a month ago and first of all the customer service was horrible! they lady that activated my phone did not tell me anything about it (pay per day)! I thought since I had unlimited texting I got picture messaging too. NOT!!!! It charges 25 cents every time I send a picture message! They were lucky I check my balance a lot! Next I noticed my bonus minutes were missing. I found out that for every minute some leaves a message on my machine it takes one minute off of my account! And when I run out of bonus minutes it will take 10 cents off! So if someone left a 10 minute long message it would take 1 dollar! I know I might sound like kind of a cheapskate but it really adds up! And even if you push ignore it still takes 10 cent off!

When I called to find out the information about it the people were so rude!! I am so mad!! they are such scammers!!!
     
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The Entire Remaining Balance On My Pre-Paid Account Was Confiscated!
Posted by Toni I. on 03/10/2009
BOCA RATON, FLORIDA -- I have been an Alltel pre-paid wireless customer since November 2008, and after checking the balance on my account the other day, I noticed that the entire remaining balance of $27.15 was missing from my account.

After calling Alltel customer service and waiting on hold for almost 20 minutes, I was told by a customer service representative that Alltel had "confiscated" my remaining balance due to the fact that I had what they considered to be "excessive use of roaming". It seems that I live just outside of an Alltel cell tower, and whenever I make or receive calls at my home, I am using another carrier's cell tower, and therefore considered to be "roaming"!

Since I was assured that my home was in Alltel's home service area when I established service, I asked that the amount that was "confiscated" be credited back into my account, but they told me that they couldn't do that. I then asked them to refund the amount in the form of a paper check, and they said that they couldn't do that either... It seems that the "confiscated" funds have been forfeited, and I will not be receiving one dime back from Alltel! They told me that if I want to continue to use my Alltel pre-paid wireless service in the future, I will have to deposit more money into my account with no guarantee that this money won't also be "confiscated"! Does Alltell Wireless think that I'm an idiot? NO WAY AM I GOING TO DEPOSIT ANY MORE MONEY INTO THIS ACCOUNT!

I intend on porting my cell phone number to another wireless carrier so I can keep my number while ending my relationship with these deceitful thieves. I will also write a letter to the head honcho at Alltel Wireless detailing my recent experiences, and if they still refuse to give me my money back, I will file a case in my local small claims court.

I'd like to advise anyone contemplating becoming a customer of this company to heed my advice:

TAKE YOUR BUSINESS ELSEWHERE... ALLTEL WIRELESS ARE A BUNCH OF TWO-BIT THIEVES!

     
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Posted by MrBeanRocks25 on 2009-03-10:
What a load of crap from "All-hell." $27 in roaming fees is outrageous! You did a good thing by walking away. Don't rest until you get your money back.
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Worst Cell Phone Company Ever!
Posted by Dgapper44 on 03/05/2009
DETROIT, MICHIGAN -- This has got to be one of the worst companies in existence as far as customer service goes. First of all, if you are trying to do anything you can't even talk to Alltel, you have to talk to a 3rd party company called LetsTalk.com, and the major problem with that is that they don't know anything! That, and the employees are rude beyond belief. I tried to sign up for a family plan 4 TIMES, and each time I did they told me that a deposit was required because of my credit score. My credit score is 810!! About as high as you can get! When I asked why, they always said they didn't know, why? Because they weren't Alltel! So finally I got fed up after about 100 emails and 4 hours of my life I will never get back spent on the phone with these people, and agreed to pay the deposit. I was told my phones would be shipped the next day. Well, the next day I got an email from them saying my order was cancelled "As Per Customer Request", What the hell? I never cancelled the order! I emailed them back 3 times and never got a response. There's no way I would ever get on the phone with these people again.

Now I'm battling them in trying to get my $400 back that they charged on my card and won't give back. Like I said... WORST COMPANY EVER!!!
     
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Posted by saj80 on 2009-03-05:
What number are you calling? I have always been able to talk directly with an Alltel employee by dialing 1-800-Alltel1.
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Call 80 Year Old Woman And Threating Them
Posted by Crista on 03/03/2009
I have an Alltel bill with them and they are calling my grandmother and telling her that if she doesn't pay my bill they will turn her into collections. She has nothing to do with my bill or the phone. She was not on the phone account in any way at all. She has heart problems and this is stressing her out.

     
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Posted by jktshff1 on 2009-03-03:
Pay your bill
Posted by msnanny on 2009-03-03:
How did they get her phone number?
Posted by spiderman2 on 2009-03-03:
MsNanny -- that was going to be my question. I bet if I don't pay my bills they don't call my grandma because I never gave them her number!
Posted by Anonymous on 2009-03-04:
They can't turn her into collections unless she was set up as the billing responsible party..which would explain how they have her # and probably her SSN# too.. when the account was opened...in other words, it's under her name, but you're using the phone. If she didn't agree to this, then someone else set the account up under her name.
Posted by DebtorBasher on 2009-03-04:
If your concern is your Grandmother's health problems because of them calling her...why aren't you paying your bill, that will stop the calls. I'm not being sassy about it, but you need to contact the company, since it is your account and get the problem solved. If your Grandmother isn't on the account or did not co-sign for you then they can't make her responsible for your bill. I think there are some details left out of this review. Give us some more information, then I/we may be able to give you some helpful advice on how to handle it. Are you disputing the billing?
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