LITTLETON, COLORADO -- On September 21st, 2001, I called to change my plan from the standard Get More to the Get More 3000 plan. Apparently I misunderstood the salesperson and believed that I would be starting this new plan within the next few days. This unfortunately was not the case and so I have been presented with a bill for $261.73 instead of 49.95 (or close to that anyway).
On November 01, 2001, I called 800-937-8997 and spoke to one of your customer service representatives regarding my situation. She was unable to assist me and indicated that the original sales rep should have contacted a supervisor during the plan change in order to approve the plan for my current billing cycle. My finances do not allow me to pay this large of a phone bill at present and so I indicated to her that I would need assistance in figuring out how to get this resolved, possibly by making smaller payments. She then stated that only the financial department could assist me with a payment plan and then transferred me.
Once transferred, I was connected with ** (**) who was extremely rude and told me "People try to call in all the time and complain about confusion on their plan." This indicated to me that she felt I was lying and that I was completely unappreciated as a customer. Several times I told her that I needed help in figuring out how to pay this bill and was repeatedly told I used the minutes and I needed to pay for them. I then asked to speak with a supervisor.
** (**), the supervisor, immediately indicated that there was nothing he could do for me. I explained that if he looked at my past history with Voicestream, I never went over my plan minutes, or at least not by more than $15.00 and that it was quite obvious that I was trying to stay under the 3,000 minutes I believed I had. He told me "it was not obvious to him." I urge you to look at my past history with your company, and note that I have always stayed close to my maximum minutes.
I work in customer service myself and have been completely appalled by the lack of consideration and understanding by your staff. At least 20 people that I work with use Voicestream and I have always spoken positively about my recent service and advertised your new 3000-minute plan believing it was a very good value. I am hopeful that we can come to a mutual agreement regarding a huge misunderstanding about when my new plan went into effect so that I can continue to use your services. Otherwise I will definitely discontinue the use of your services at the end of my contract and urge my friends and co-workers to do the same.
To help keep me as a potential future customer, I would like the following: although I was originally willing to pay the totally amount over a 3-month period, I am unwilling to do so at this time. I have been disrespected by your staff and would like my 3000-minute plan activation date altered so that it includes the October 21st, 2001 billing cycle. The original representative I spoke with stated that a supervisor could easily have approved the change since it was only 4 days into the billing cycle and I believe it should be just as simple for you to do so now. At the very least, I would like a response from your company regarding this incident. Thank you for your time.
DALLAS -- I have a cell phone with V.Stream. It was mistakenly disconnected back in July because certain credits (I was overcharged) had not been applied, although I had spoken with Customer (if I knew how to understand the VS billing system, I might) Care. Anyway, my phone was cut off, and when I called to find out why and how much, we came to the conclusion that I owed $54. If I paid this, my balance would be zero. Okay, so I paid it, but somehow my next bill was for $95 instead of the $39.99 + tax. I called in to inquire, but got no straight answer. The poor CS rep was confused by all the notes in the system and finally just said they'd send me a letter.
It appeared that the credits were in the notes or something, but had not been actually applied to the bill. Anyway, I should only have a payment of $39.99 + tax, and I'm very frustrated after talking with over 4 diff. reps over the last few months about my account. Can you just fix it? What the ** is this madness about? Are you all trying to rip me off? To help keep me as a potential future customer, I would like the following:
I want to pay the $39.99 + tax I OWE, NOT $95 that I don't owe and which can't even be properly explained to me how it got there. At the very least, I would like a response from your company regarding this incident. Thank you for your time.