Nextel Complaint - Information Misrepresented - Contracts and Customer Service
Contracts and Customer Service - Complaint
ROSEVILLE, CALIFORNIA -- I have not used my cell phone like I used to since my children are on their own now. I called Nextel to disconnect my services. The customer representative convinced me to stay on as a valued customer by discounting my account $10.00 per month and if I still wasn’t happy that I could cancel services.
Well, in July, I still wasn’t using my cell phone enough to justify the expense so I called to disconnect services. I was told that I could disconnect services but that I would be charged an early disconnection fee for reneging on my contract.
I was surprised to discover that by accepting the discount in January that I had entered into a 12 month contract. According to the Customer Representative Manager (in italics because according to Supervisor Donna, they can call their employees whatever they want) I was told that I had 60 days to change my mind that they extended this offer from 30 days because I am a valued customer.
Nextel’s argument was that this is written in the agreement that was signed at the beginning of services (This was five years ago for me) and that the new contract was noted in my file.My argument was that this was not told to me when I was offered the discount back in January and that it is my word against the Customer Representative Manager‘s word.
I ended up hanging up on Supervisor Donna and told her that I will be taking this further.
Up until now, I have been happy with Nextel’s service. I do not feel that the company represented itself well in this situation.