SunCom Wireless Complaint - SunCom Bad Customer Service
ASHEVILLE, NORTH CAROLINA -- Regarding Suncom Customer Service:
I have had insurance on my phones with Suncom for 5 years. I have a 6 year old and am a single parent. I am responsible and do my best to cover my bases for I have no room for mishaps and unexpected costs.
I know things happen with kids so have always had insurance, and a few times in 5 years I had to replace my phone with insurance due to the kid when he was 3 putting phone into dog bowl and other stuff.
Well....I dropped my phone in my cup of coffee (somehow??)this time.
I called to get the insurance number to file a claim and SUNCOM said I no longer had insurance.
I was like: WHAT!!!??
They said it was taken off my account in October.
There were no notes on my account that I had asked for it, it just magically dissappeared.
I do remember going in the store that same month with a billing issue, and asking to add a service, a service called :ring back tones. I also asked to get a seperate bill for my personal cell and my business cell phone so I could keep track of business expenses easier.
Something simple. Well, the service rep at the store must have not added insurance back on my account when she changed my account.
I went to the supervisor at SunCOm and they said at the store, reps sometimes forget to add that service back on.
I asked how I am held responsible for this, and this was their final answer...
"You should have noticed you weren't being billed for it"
The insurance is $5.00 a month. I notice when am being overcharged, not undercharged! Cell phone bills fluctuate every month about $5.00 to $10.00 for text messaging and such.
The amazing thing is that about a year before that insurance was taken off my phone without me asking for it to be and I had it put back on again, but I caught it then before I had a problem. So this is the 2nd time.
BAD CUSTOMER SERVICE.
IT WAS THEIR MISTAKE, and now I have no phone and no extra money to buy one. That is why i had insurance in the first place.
They were rude to me on top of it.
I have been a customer for 5 years. I would cancel, but cancellation fee is $200
You can be sure when my contact time comes up, I won't renew.
I thought Suncom was supposed to "get it".
Obviously they didn't and don't.