I purchased my phone from the hospital I work at, John Hopkins, around 11/01. My phone was delivered via the mail and the man in charge of my account (Shawn Flebott) was suppose to come by my office to give me all of the information on my account. I could not get into contact with him, after calling many times. I beeped him and his supervisor called me back to activate my phone.
The accountant for my phone never showed up at my office to explain my plan or give me a packet of information. The only information I had was what he explained to me when I decided to sign up for the phone. Since, they were at my work, I figured they were reputable. I attempted to call several times to find out more about my phone but his voice mail was filled and he never returned any of my phone calls.
This continued for 1 month. He had told me (since I was driving to Florida within a month) that my plane included most of the east coast states and that as long as my phone said "Home" and not "Roam" that I was in my covered plan region. That I also had free night and weekend long distance and this would be covered in most of the states I traveled through (I traveled on the weekend).
The customer service phone number he gave me gave no information on my account, and required staying on the line for 30mins to an hour to be told to call back later. I drove to Florida from Baltimore and used my phone only in the regions it said home. I received my first "real" bill, that explained my hours of use (the free long distance, roaming charges and finally peak hours) in February, only to find that I had been charged $212.43 for Roaming charges. When my phone had read "Home".
After all, Shawn had told me this was in my "covered" range. Yet I never received a map or any information on my plan, and could not get into contact with my account representative. I called Worldcom Wireless to report this incident and they only offered me $50 deduction of my bill, and told me that I must contact my account manager, which I continued to tell them I could not get into contact with. The person I spoke to offered to give my phone number to their supervisor to call me with 24 hours, but that they would say the same thing.
I asked them for my account manager's phone number. But they have no such information on their employee! I asked them about information on my plan, where I was covered, and I was told that I was covered in only 3 states and that the farthest I was covered south, was to the border of Maryland. I am very upset, and will let everyone at Hopkins know about this incident so they will avoid the representatives that come to our place of work once a month. Of course I cannot cancel my plan with out paying $200 dollars for a plan that I was fully misinformed on.
Leah
Baltimore, Maryland
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