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SunCom Complaint - Customer Service - SunCom Customer Service
SunCom Customer Service - Complaint
MYRTLE BEACH, SOUTH CAROLINA -- I have an 82 year old neighbor who enlisted my help with an issue she had with SunCom. Approximately 4 yrs ago she had purchased a SunCom plan and phone. She has always paid her bills on time. In April her phone stopped working. She took it to the store where she had purchased it and asked to have it repaired. The man in the store was busy at the time and apparently did not want to take a lot of time with an old lady. He told her the phone was too old to be repaired and handed her a new cell phone. She wanted her phone repaired because she was use to it and it was large enough for her to be able to see the keys. He did not take the time to explain to her that by accepting this phone she was:(1) enterining into a new 2 yr. contract (2)explain the phone to her (3)watch to see if she could even use the phone (4) Tell her she had a certain amount of time to return the phone.
She brought the phone to me and asked me to program the speed dial to her family members who all live out of town. I told her then she would never be able to use this phone. It is too small. She suffers from an eyesight problem that is slowly causing her to lose the sight in one eye. But she wanted to try. So I took the phone from the box and programed the speed dials for her.In the two months she has had this phone I have reprogramed it at least twice. Because of her eyesight, she can't see the small buttons and messes up the settings. Finally, last week she became so frustrated, she called SunCom and told them to cancel her number.
A few days later someone from SunCom called her and told her she owed the $200 cancelation fee. Since she does not understand about cell phones and such, she did not understand by accepting that phone she was in a new 2 yr. contract. She just knew she had not signed anything and she had always paid her bills on time. She was told she would pay that $200 or they would turn her over to credit collection! It scared her.
This is when she brought the situation to my attention. I called the 800 customer service number and asked the young lady there to explain the situation to me. After inquiring of my neighbor if she had her permission to speak to me, she explained about the 2 yrs contract. I explained to her that my neighbor could not see the phone and asked if the phone was returned, could she get out of the contract. The CS rep explained she could not make that decision. We would have to take it to the store were it came from and the store manager could make that decision. I asked the CS rep to tell me how much my neighbor had use her phone in the 2 months she had it...61 minutes the first month and 80 minutes the second month. The next day,(Friday June 30,'06) I took my neighbor to the store and asked to speak with the manager. After waiting approximately 10 to 15 minutes for him to come out of the back. I explained to him the situation. He made a show of pulling up the account on the screen, claimed he did not know why CS would think he could do anything about the charges, called "retention" on the phone and asked them if there was anything that could be done. They apparently told him no and he repeated to me there was nothing that could be done. I thanked him for his time, told him she would not pay this $200, took my elderly neighbor and left the store.
I again called the 800 CS number and asked for a supervisor. The young lady who answered the phone put me on hold a few minutes, then came back saying that while we we waiting for a supervisor to become available would I explain the sitution to her so she could be documenting it on the computer. I gave her the number asked her to look on the computer and she could see the history and know I was authorized to be handling this situation. She did so and I brought her up to date about the store visit. She put me on hold again for a few minutes. Another lady came on the phone and said she had read the history and she was sorry but there was nothing they could do. The store manager could have issued a credit to the account if he had been so inclined, but they could do nothing there. I do not seem to be able to find a means to get any farther up the food chain at SunCom. If someone knows, please let me know.
Now I am really mad! In my opinion this store took advantage of an old lady who had no idea what was happening. I am planning my course of action! Here it is.
First of all, since my neighbor's credit score is high enough that a $200 charge will not effect it, I have advised her not to pay it. I will write letters to all credit reporting places and explain the reason she is not paying it. Besides, at 82 she will never apply for credit ever again.
Second, I am going to the FCC, to the SC Office of Consumer affairs, to the Horry County, SC Senior Citizens Council, the SunNews, and the local radio stations and tell them this story. If anyone can suggest anyone else please do so!
She brought the phone to me and asked me to program the speed dial to her family members who all live out of town. I told her then she would never be able to use this phone. It is too small. She suffers from an eyesight problem that is slowly causing her to lose the sight in one eye. But she wanted to try. So I took the phone from the box and programed the speed dials for her.In the two months she has had this phone I have reprogramed it at least twice. Because of her eyesight, she can't see the small buttons and messes up the settings. Finally, last week she became so frustrated, she called SunCom and told them to cancel her number.
A few days later someone from SunCom called her and told her she owed the $200 cancelation fee. Since she does not understand about cell phones and such, she did not understand by accepting that phone she was in a new 2 yr. contract. She just knew she had not signed anything and she had always paid her bills on time. She was told she would pay that $200 or they would turn her over to credit collection! It scared her.
This is when she brought the situation to my attention. I called the 800 customer service number and asked the young lady there to explain the situation to me. After inquiring of my neighbor if she had her permission to speak to me, she explained about the 2 yrs contract. I explained to her that my neighbor could not see the phone and asked if the phone was returned, could she get out of the contract. The CS rep explained she could not make that decision. We would have to take it to the store were it came from and the store manager could make that decision. I asked the CS rep to tell me how much my neighbor had use her phone in the 2 months she had it...61 minutes the first month and 80 minutes the second month. The next day,(Friday June 30,'06) I took my neighbor to the store and asked to speak with the manager. After waiting approximately 10 to 15 minutes for him to come out of the back. I explained to him the situation. He made a show of pulling up the account on the screen, claimed he did not know why CS would think he could do anything about the charges, called "retention" on the phone and asked them if there was anything that could be done. They apparently told him no and he repeated to me there was nothing that could be done. I thanked him for his time, told him she would not pay this $200, took my elderly neighbor and left the store.
I again called the 800 CS number and asked for a supervisor. The young lady who answered the phone put me on hold a few minutes, then came back saying that while we we waiting for a supervisor to become available would I explain the sitution to her so she could be documenting it on the computer. I gave her the number asked her to look on the computer and she could see the history and know I was authorized to be handling this situation. She did so and I brought her up to date about the store visit. She put me on hold again for a few minutes. Another lady came on the phone and said she had read the history and she was sorry but there was nothing they could do. The store manager could have issued a credit to the account if he had been so inclined, but they could do nothing there. I do not seem to be able to find a means to get any farther up the food chain at SunCom. If someone knows, please let me know.
Now I am really mad! In my opinion this store took advantage of an old lady who had no idea what was happening. I am planning my course of action! Here it is.
First of all, since my neighbor's credit score is high enough that a $200 charge will not effect it, I have advised her not to pay it. I will write letters to all credit reporting places and explain the reason she is not paying it. Besides, at 82 she will never apply for credit ever again.
Second, I am going to the FCC, to the SC Office of Consumer affairs, to the Horry County, SC Senior Citizens Council, the SunNews, and the local radio stations and tell them this story. If anyone can suggest anyone else please do so!
Comments:
Posted by Ponie on 2006-07-02:
If this were the usual situation we read about here, I'd say 'Read The Fine Print.' This is an exception. Although I don't know if this would affect her signing up for phone service with another company, I'd tell SunCom to stick it where the sun don't shine. Let them turn her over to collections! I hope you follow through with notification to all the agencies you mentioned. Just a thought: How about contacting both your Federal and State Senators & Congressmen? Kudos to you for looking out for your neighbor.
Posted by Brenda Leah on 2006-07-02:
Usually you have to sign something saying you want to extend your contract. I had to with Verizon when I upgraded my phone. Do they have her signature on file for permission?
Posted by warddw1526 on 2006-07-02:
For farther up the food chain, you could try asking for a customer relations department. Most cell phone companies have one, but will rarely tell someone on the phone about them. The CR department may not have a direct line, but usually have a mailing address or fax number. Try looking on the SunCom website. Their definately should be a signature for the upgrade if it was done at the store.
Posted by glc on 2006-07-02:
Libby: First and foremost, I applaud you for acting on behalf of your elderly neighbor. It is disgusting to read about a store, or a salesperson, or any entity that takes advantage of someone in their 80's. Please publish the name of the store and/or owner on this and any other consumer forums. Try contacting your local TV or radio station. I have seen slightly larger "pay-as-you-go" phones with larger, easier to see numerals. This might be the best bet for your neighbor. Good Luck and God Bless!
Posted by Doc J on 2006-07-03:
There's a real need for professional "senior advocates" to explain today's "jargon-rich", sales spiels, contracts, and such. The recent confusion over Medicare D intimidated thousands of seniors. Seniors make for great prey...they fail to understand the rapid fire double-speak of the twenty-something managers and are rightfully fearful to admit any type of "diminished capacity" when they are exploited. I applaud the poster's help for a neighbor. Good luck!
Posted by rhondam718732 on 2006-07-05:
Automatic renewals do not require a "new" signature unfortunately and can be done even over the phone if you add to your package, change your minutes, etc. As far as not paying the $200; that would not have been my advice. Just read thru the collection complaints on this site - the letters and calls will more than likely be far more stressful and harmful than paying the $200. I do applaud you for helping your neighbor as well, and think it is sad that she was not treated properly when she brought the phone in.
Posted by Anonymous on 2006-07-05:
Myrtle Beach, how's the weather? 1/ Before you enter into a SERVICE CONTRACT, aside reading it, ASK the representative "ARE THEY'RE ANY CANCELLATIONS FEES." b/Ask them to point it out on the contract. By the way, Verizon Wireless is getting rid of those cancellation fees, so now they're prorated, you might want to check them out. However, in regards to your problem, you might want to get a hold of the Clark Howard Consumer Action team (though I have my doubts you will) here's the link (http://clarkhoward.com/inside/ask_team_clark.html)
Good luck
Good luck
Posted by libby on 2006-07-10:
Last week I posted a CS complaint for my 82 yr.old neighbor. Just wanted to catch everyone up to date. I mailed a letter to the CS department in Charleston, SC on Wed. stating the position and with a proof of delivery.I checked the computer on Thursday and SunCom had received it that morning at 8:30 AM. I had warned my neighbor not to talk to SunCom on the phone because I felt they would call trying to confuse her and would tape what she said. Thankfully,she took my advice. When they called her on Friday she told them she had nothing to say; "the letter said it all". I told her if they had anything to say to her, they could put it in writing.
I am waitng for today's (Monday) mail. If they have sent her a letter removing the charges I will post here, if not, I will follow through with sending copies of the letter to all of the places I mentioned in the original post.
OBTW..for the writer who posted I should contact Clark Howard, I moved to Myrtle Beach after living for 20 years in Atlanta. My kids tease me that Clark Howard is my Guru! That is OK with me! I have learned a lot from listening to him. Unfortunately, we only get him an hour a day here in MB.
Thank y'all for the words of encouragement. Libby
I am waitng for today's (Monday) mail. If they have sent her a letter removing the charges I will post here, if not, I will follow through with sending copies of the letter to all of the places I mentioned in the original post.
OBTW..for the writer who posted I should contact Clark Howard, I moved to Myrtle Beach after living for 20 years in Atlanta. My kids tease me that Clark Howard is my Guru! That is OK with me! I have learned a lot from listening to him. Unfortunately, we only get him an hour a day here in MB.
Thank y'all for the words of encouragement. Libby
Posted by libby on 2006-07-12:
More on the continuing saga of my 82 yr old neighbor and SunCom! See above post.
My neighbor did not receive any mail from SunCom on July 10th but I did on July 11th. It was a form letter saying they could not discuss her account with me! However, if I would fax them a copy of power attorney saying I was authorized to handle her affairs they would then discuss the account with me! I never asked them to discuss the account with me.. the letter I wrote very clearly stated I was writing it for her and she signed it!
I did fax a letter to the number they had given me along with a copy of the original letter and explained I did not want to discuss her account and if they had anything to say to her to put it in writing and mail it to her.
Within 30 minutes of my faxing that letter, SunCom called her again! Told her if she would come back to SunCom they would drop the $200 charge! She told them she never intended to use a cell phone again and hung up.
So today I mailed letters to SC Department of Consumer Affairs, BBB of Coastal Carolina, Horry County Council on Aging, and faxed letters to the FCC, Colonial Mall Management, and SC Representative Liston Barfield. I don't really expect any of them to do anything for my neighbor, but figure if enough people will file complaints in public places, maybe SunCom will not find it so easy to take advantage of a senior. My next step will be to file complaints on every public complaint site I can locate.
Libby
My neighbor did not receive any mail from SunCom on July 10th but I did on July 11th. It was a form letter saying they could not discuss her account with me! However, if I would fax them a copy of power attorney saying I was authorized to handle her affairs they would then discuss the account with me! I never asked them to discuss the account with me.. the letter I wrote very clearly stated I was writing it for her and she signed it!
I did fax a letter to the number they had given me along with a copy of the original letter and explained I did not want to discuss her account and if they had anything to say to her to put it in writing and mail it to her.
Within 30 minutes of my faxing that letter, SunCom called her again! Told her if she would come back to SunCom they would drop the $200 charge! She told them she never intended to use a cell phone again and hung up.
So today I mailed letters to SC Department of Consumer Affairs, BBB of Coastal Carolina, Horry County Council on Aging, and faxed letters to the FCC, Colonial Mall Management, and SC Representative Liston Barfield. I don't really expect any of them to do anything for my neighbor, but figure if enough people will file complaints in public places, maybe SunCom will not find it so easy to take advantage of a senior. My next step will be to file complaints on every public complaint site I can locate.
Libby
Posted by libby on 2006-08-21:
I just wanted to let everyone know the situation with my neighbor and the local SunCom store was corrected by a very professional young lady in the Executive Response office for SunSom. I had filed complaints with several organizations and apparently one of the knew where to send the complaint. I wish to commend Ms. Johnson for her professional attitude. She cancele my neighbors service and credited the $200. as we had asked. My neighbor was issued a pro-rated bill which she has paid and I returned the phone to SunCom's corporate office. All is well that ends well.
Libby
Libby
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