I may have made the worng decision...
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.