Due to a less than perfect credit rating, I was required to put a deposit down for any real cell phone companies. So I decided to look into the pre-paid options. Through a horrible twist of fate, I decided on Liberty Wireless.
I ordered the phone on February 18 and also chose to have my phone number ported from my old Cricket Wireless phone to the new one with Liberty WirelessThe website explained that this was free of charge and would take no more than 2-5 business days from when the order was placed.
I recieved the phone on February 22 and due to it being late in the evening I didnt bother calling customer service to see why it wasnt turned on yet, and when to expect it to be turned on. On the morning of 2/23 I called customer service and explained that I was to have the number ported and I wasnt sure what the process would be. You see... There is no instructions on how to activate the phone included in the box. I was told to expect it to be working by 2/25.
Well, February 25th comes and goes and the phone still doesnt work yet. I call customer service again, and I am told that it will be working by Monday 2/28. Do you want to guess what happened on 2/28? Very good! The phone still was not turned on. I then make my third call to Liberty Wireless customer service and they tell me that they cannot port a number from Cricket Wireless. Why did they wait 10 days to tell me this??? They offered me a new number, which I refused, and I told them to cancel the account and I would be sending the phone back for a refund. An hour or so later I changed my mind and decided to take the new number, so I call back... For a fourth call.
I explain the situation and ask to have a new number assigned. It is then that my fuse went "BOOM!" I was told that I would have to wait 2-5 business days for the phone to have a new number assigned. I flipped out on the supervisor "Troy". I dropped a few F-Bombs and told him to cancel the account and I was sending the phone back. I ended the call with a very gratifying, "Liberty Wireless F-ing sucks" and hung up on Troy.
The phone was UPSed the very next day, March 1. And by using the tracking number I know that it was recieved by Liberty Wireless on 3/3. I patiently waited the 7 business days for my refund.
March 11 I call and speak to another supervisor, Emma. She explains that the return process hasnt begun due to my account being active. They claim that I never told them to cancel the account. Hmmmmm, one wonders why I would return a phone, yet still want to keep the account open.
I very calmly explained that I wanted my refund ASAP and that I was already in contact with and have filed a complaint with the BBB online. She didnt seem the least bit concerned and told me that she would "see about" escalating the issue, otherwise I would have to wait another, you guessed it... 7-10 business days.
Like a moron, I wait. 10 business days later, 3/24, still no refund. I call customer service and find that no one knows why it isnt refunded yet, however the only people who do know are the billing department. So I ask to be transfered to them. The reply is that they dont have a direct number only a fax. I ask the very quiet and heavy accented customer service rep how does one get in touch with a family member if they worked in the billing department?
She didnt understand, and just repeated that she only had a fax number. I made some comment about the billing department being like the all knowing OZ and the woman again just repeated the same old fax mumbo jumbo. I told the woman to fax a letter to them saying that I am very upset and that I want them to call me. She said she would. I waited 2 hours... No phone call... No refund... I called again. This time as soon as I gave my information, which they refuse to even listen to you until you give your order number or phone number, she put me on hold and I sat there like a fool for 10 minutes.
Here it is, Easter Sunday, 3/27 and I find this website... I am very upset, because I dont know what to do. These scammers, liars, and cheats stole over $170 off of me.
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