Nextel Complaint - Customer Service?
I was a Nextel customer for almost 3 years. I was very happy until I had to deal with customer service. I called and asked to switch my Nextel bill out of my companies name and into my name. I was told that this would be accomplished. It wasnt. I called customer service again and was advised that there was no record of my previous request. Again I was told that the bill would be switched into my name. It wasnt! I called back a third time and spoke with a customer service supervisor. She apologized and assured me that my request would be fulfilled. Well you guessed it....It wasnt! I was contacted by Nextel billing and was told that my request could not be fulfilled and that it was impossible to do. I explained that my coworker successfully accomplished this task in the same exact situation. I was basically told that this was untrue and the only solution to my problem was to change my phone number even though I was happy with my current number. I reluctantly changed my number and was then billed $49 for "equipment". I called cutomer service again and was told that I purchased equipment. I inquired what equipment they were talking about and the person said that they had no idea? I spoke with a supervisor who said that the $49 WAS NOT for equipment as previously stated but was for a new account fee. I explained my situation to the supervisor and she said that she would give me a $49 credit since I was not a new customer. Instead of $49 I recieved a $35 credit! By now I was totally fed up with Nextel so I called to cancel my service. I was told by the rude customer service rep. that I would be charged $200 for violating my new contract. I tried to explain my situation to her and she kept cutting me off and talking over me. At one point I was so disgusted I asked her if she could repeat what I had just said and she said "no". She wasnt listening at all to me! I asked to speak to her supervisor and she said that supervisors DO NOT SPEAK WITH CUSTOMERS! I was going nowhere so I decided to give Nextel Online a try in order to address my concerns. I spoke with the online Rep. and he requested my passcode. I explained to him that I did not have one and he gave me instructions on how to obtain one. I followed his instructions by driving to a local Nextel dealer and showing them my bill and photo Identification. The Nextel dealer advised me that they could not locate passcodes as instructed by the online rep. I once again went online and explained my situation to the rep. and he gave me the same exact instructions to locate my password again! Is anybody listening? The rep. finally verified my information after a lenghty online process and advised me that a Nextel Rep. would contcat me with 72 hours. Well the lying trend continued because I was never contacted! I again emailed the rep and he finally had a rep call me. It was the same rude customer service rep that I spoke with before! She began to talk over me and at one point started making fun of my problem! I tried to politely explain my problem and she kept cutting me off by yelling at me. I again asked to speak to her supervisor and was told that a supervisor would call me back. After 2 weeks I havent heard from a supervisor, my service has been cancelled, and I was charged $200 for breaking my contract. I feel that I have completely bent over backwards for Nextel. I am extremely upset that every single time that I'm told something IT DOESNT HAPPEN! Why? I would be very happy if I wasnt given false assurances. It seems like Nextel is only concerned with shutting the customer up for a split second and not worrying about the final outcome. I went online twice and asked how I file an official complaint and did not reveive a response either time. I sent a letter to Nextel Headquarters and never recieved a response. Am I going crazy? :)