VoiceStream Wireless Complaint - Billing Fraud
WEST HAVEN, CONNECTICUT -- My account has two phones is been suspended as of saturday June 1st due to non-payment of my first statement of $89.39. On Saturday I was riding back home in my car and I needed to make an emergency call than I find out that the phone is suspended. I spoke to the first customer service agent his name is Verland that he introduce himself as a supervisor and I could not argue with him even when I know that I have send the payment and when I asked him that if the mistake is your end how I am going to be compensated he offered me a 200 free minutes but when I did not give any interest to his offer he hang up the phone.
When I came home and checked my bank account online I find out that I was Wright and that the payment was send and cleared on 4/25/01 with the check # 6308 (electronic payment) for the amount of $89.39. So I called and spoke to Andrew that he was trying to help me but again when he came to a dead end because of my question he hang up the phone.
I called for the third time and I spoke to a lady that I did not get her name but I am sure that the company will have a record that shows every agent that handle the account. This agent could not handle the call with any customer service etiquette or procedures and did not try to solve the problem their end saying that 'she can't say that I am lying but we still need to see the check so they can investigate (lie indirectly)'. And requested a fax for few things (bank statement, copy of check, letter of explanation.ect.) and at the same time she will send a form to another department which might take about a week but at the same time they will try to reinstate my phone. This time she offered me 100 free minutes and when I said I am not interested even if you offer 1000 free minutes she said nobody in the company can offer me this and again when we reached a dead end and I requested someone with authority to speak with she said that she is going to end this call because of my tone and my speech but this time I did it first.
On 6/2/01 around 10:00 am I have faxed the same exact letter and copy of my bank statement with a copy of the cleared check which has the voicestream name and my account # the same amount $ 89.39 and the clearing date of 4/25/01.
I believe that we are in front of a serious problem that can cause damages to people if they need to depend on the phone for emergencies and also we have a non efficient billing issue that can cost this giant wirless company a lot even with this small amount '$89.39'. Also we face a huge customer service issue that I never encountered with this company previously, as I was a voice stream customer for almost three years and I enjoyed the service very much.
I really believe that a big stop from top management team will be very helpful for the company as one of the biggest wireless service in the country.
I really doubt that a giant corporation like voice stream will loose reputation for such a mistake and such bad service.
To help keep me as a potential future customer, I would like the following:
I believe that a fast and fair decision will be taken and someone should contact me ASAP.
At the very least I would like a response from your company regarding this incident.