I purchased 2 phones on a shared 300 minute plan. This included free nites and weekends. When I received the phones, one didn't work, but a number popped up on the screen saying to call the displayed number for customer support, which turned out to be Sprint.
The customer service representative was very helpful but of course, I was not really his customer, so I searched through my paperwork and found the correct number and called. The help desk go me up and going quick.
Two months went by with no problems and then it started... 3rd month I got double billed for service. I had to call customer service and get it reversed which they did. Fourth month, charged my card but shut off my phones for non-payment. Yet another call customer service to correct the problem.
I'm in the fifth month and this one is the final straw. I was billed for service on 3/25, a Friday. I used my phone all weekend which is supposed to be free but they deducted the calls from my 300 minutes and shut me off. Yet another call to customer service. The rep says she sees the problem, adds 130 "courtesy minutes", the max they are allowed to add and claims that the problem will be resolved in 2 days.
A week has gone by and still no resolution so it's another call to customer support and 30 minutes on hold. Again, the rep adds courtesy minutes, 90 on one phone and 80 on the other. I test both phones and they work... But not for long. The phone with 80 minutes gets redlined and the minutes they gave are cancelled about an hour after I got off the phone with customer service. I tried calling CS again, on hold for 15 minutes and disconnected, call again... On hold for 40 minutes, disconnected. Call back again and get "customer service is closed, please call back during regular business hours."
Here are a few thing to know about Liberty Wireless:
1) If you call customer service, they will charge you 20 peak minutes from your accout... They tell you that when you call. To be fair they have not charged me the 20 minutes yet, but so far all the problems have been their fault.
2) When you call CS they say to manage your account online to avoid the 20 minute charge to your account. I tried that and here is the email, in it's exact form, I received from them:
Dear [autpyname],
[autpymin]
Thank you for using [MVNO_NAME_LONG]. Unfortunately our recent attempt to add [AUTPYAMT] worth of Add-On minutes to your account was not successful. Please review your account information on file at [MVNO_URL] to make any necessary corrections.
Sincerely,
[MVNO_NAME_LONG] Customer Service
This is an automated service email from [MVNO_NAME_LONG]. Please do not respond to this email. If you have questions or comments, please contact us at [MVNO_URL].
3) When they give you courtesy minutes, they will charge your credit card for the minutes, and then reverse the charge. This has happened 3 times to me. If you don't have the funds on your card to cover the charge, then they can't give you the courtesy minutes. Remember, in my case these minutes were aready paid for so why are they charging me at all.
I was going to hold out for the 181 days to get my $200 in rebates, however after seeing the reports on this website, I have thought differently. I pulled my credit card off my Liberty account and will use the remaining minutes up and dump them. I have no hope of receiving the rebates.
I have resorted to calling their sales line and making up crazy stories about wanting to purchase 50 phones for my new business venture, getting the sale guy all excited, wasting his time just like they do to me when I call CS, and then after 30 minutes tell him that he has been "PUNKED" and that Liberty sucks.
I know, I should get a hobby.
Vin
Kingston, Illinois
U.S.A.
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