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VoiceStream Wireless


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www.voicestream.com

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I may have made the worng decision...
Posted by on 11/01/2001
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 sales person 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 Paquanya (22291) 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.

Ronnie (5893), 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 3000 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, 20001 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.
     
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Posted by Anonymous on 2001-11-14:
I had a similar problem with VoiceStream. They advertise NATIONWIDE
Posted by Anonymous on 2001-11-14:
I had a similar problem with VoiceStream. They advertise free NATIONWIDE minutes, but don't tell you that your "nationwide" minutes are not really nationwide. That you can only call from your home area to the calling area that THEY determine. NOT NATIONWIDE at all. When questioned they say that you only have nationwide CAPABILITY. Was told that "I should have read the fine print" NICE CUSTOMER SERVICE THAT!!!! Actually when I went to read the fine print, I found that there WASN"T any and it was just a standard contract that did not include any descriptions of the advertised features that should have been included. When I called and asked for written definitions of these features I was simply and definitely told NO. That I could find them on line. WELL I defy anyone to go to the VoiceStream website and try to find these definitions. They make money by keeping you in the dark and charging you for things that you thought that you had but actually DON'T. The customer service experience is a nightmare. The representatives are RUDE and have an if you don't like it too bad attitude because they know that you have a contract and there is nothing that you can do until your contract is up. But there IS . You can file a complaint with the FCC and with the Public Service Commission. BEWARE BEWARE BEWARE OF VOICESTREAM WIRELESS. THEY WILL DECIEVE AND CHEAT YOU AT EVERY OPPORTUNITY.
Posted by Anonymous on 2001-11-30:
I was a hostage of VoiceStream for 2 years. I spent hours upon hours of my valuable time on the phone trying to resolve billing problems that kept ocurring month after month. Disrespectful customer service Reps and Rude Supervisors were something I encountered on a continuing basis. Persistance pays off and I would hang up and call back until I found someone that was willing to take the time to LISTEN to the details of my year of billing woes and troubles. I finally ended up cancelling my account and you will all be happy to know that I had to hang up twice and call back before I talked to someone who was willing to remove the $200 early disconnection fee. (Which I did not owe since my contract expired the year before and I was on a month to month billing plan) VoiceStream needs to take care of their customer service reps and train them how to fix problems and not pass them down to the "Next available representative". Im the consumer..Im the customer. Arent we supposed to be right? The last thing I want is someone telling me I dont know what Im talking about or that my 700 dollar phone bill is my problem because they never make mistakes. Im not a number. Im not the last problem you have to deal with before your lunch break...Im the person that is responsible for the paycheck you bring home every week.

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WHAT THE...?
Posted by on 08/28/2001
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.
     
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Posted by Anonymous on 2001-11-30:
I was a hostage of VoiceStream for 2 years. I spent hours upon hours of my valuable time on the phone trying to resolve billing problems that kept ocurring month after month. Disrespectful customer service Reps and Rude Supervisors were something I encountered on a continuing basis. Persistance pays off and I would hang up and call back until I found someone that was willing to take the time to LISTEN to the details of my year of billing woes and troubles. I finally ended up cancelling my account and you will all be happy to know that I had to hang up twice and call back before I talked to someone who was willing to remove the $200 early disconnection fee. (Which I did not owe since my contract expired the year before and I was on a month to month billing plan) VoiceStream needs to take care of their customer service reps and train them how to fix problems and not pass them down to the "Next available representative". Im the consumer..Im the customer. Arent we supposed to be right? The last thing I want is someone telling me I dont know what Im talking about or that my 700 dollar phone bill is my problem because they never make mistakes. Im not a number. Im not the last problem you have to deal with before your lunch break...Im the person that is responsible for the paycheck you bring home every week.
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"Free" minutes scam
Posted by Trolseth on //00
Review no longer available
     
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