I ordered a cell phone from Liberty Wireless through Mobiledia.com, where they had reports showing Liberty as a "great" company with better clarity than Cingular in my area. I have bad credit and needed a phone and this looked like a great deal. I read through the entire agreement before purchasing. It took 3 weeks to ship even though they took money from my account within 48 hours. I contacted them hundreds of times before they finally sent it.
When I received the phone, I found it had no texting, even though they claimed it did on the site. I had terrible connectivity, and I couldn't use the phone, despite the fact that the site claimed it would be received with the activation fee and first months' minutes included.
I contacted them via email half a dozen times and received only computerized responses. I called their customer service lines and found out they charge 20 minutes for contacting customer service. I finally dialed 3 or something to go to technical support and was connected after thirty five minutes to a foreign woman clearly outside the US. She put me on hold for another ten minutes after trying to convince me to keep the phone. After she transferred me twice, and put me on hold for an additional twenty minutes, I was finally told my service could be cancelled and that I could return the phone for a full refund.
Within 2 days of them receiving the phone back, they refunded the money I had paid for activation fee and first minutes, but also processed a new charge at the same time. I emailed them repeatedly for three days, and finally they refunded the $30.69 they had re-charged to my account fraudulently.
However, on April 18th, they processed a "refund" and WITHDREW more money - a full $160.49 - on April 20th from my account and continue to claim that they processed a "refund" not a withdrawal. I've emailed them about thirty five times, and each time I am told to fax bank statements. I've done that three times, and they tell me they've not received the statements.
I've been told by my bank that my only option to keep them from withdrawing more money is to close my accounts and reopen new ones! They claim there is nothing they can do to reverse the fraudulent charge or reimburse me for the returned phone.
I have filed complaints with the FTC and FCC and BBB and plan to file a lawsuit here in Cincinnati against them. I am printing the complaint lists I see on this site and taking them to my lawyer to find out how to shut these people down. If it weren't for my income tax refund, this would have caused me to be evicted from my home, or have my utilities disconnected or worse!
I have five children and a husband who works 70 hours a week - I'm in school full time and work part time and my kids are all in sports and activities. I don't have time or money or anything except a love for this country and a disgust for companies like this and a desire to DO SOMETHING ABOUT IT!
Kelly
Blue Ash, Ohio
U.S.A.
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