I sent the following letter to WorldCom Wireless and I CC'd the IL Attorney General's office
I am sending in a complaint form against WCW to the Attorney General's office and I would suggest that any one who is having problems with WCW should also do the same link to follow. If more people are heard maybe this company will get thier act together and fix the problems that are stressful to say the least to the customer (who I was taught is always right) who they are trying to service.
Thank you for this site and a place to vent my frustration.
Http://ag. State. Il.Us/consumer/consumer.htm
April 3
WorldCom Wireless
Executive Escalation Dept.
2655 Warrenville Rd. 5th Floor
Downers Grove, IL 60515
Dear Sir or Madam,
I am writing this letter to dispute the cancellation fees that WorldCom Wireless is going to charge me for de-activating my phones that do not work. I have tried over a period of several weeks to get these phones repaired through WorldCom and have had no luck in doing so.
I was told by MCI Tech support operator #: 6938 on 3-21 that I needed to get a copy of the contract and/or a sales receipt that has the current ESN number that is on the two phones so that I can get them repaired. I explained to her that I received no paper work with the phones both when I had the sent originally or when I received the replacement phones. She conferenced in CellDirect's customer service and they said they did not have that kind of paperwork and that he would FAX over a copy of the service agreement with the new ESN numbers on the agreement so I could get the phones fixed. After not receiving a FAX by 4:20 PM, I called CellDirect back and the gentleman stated that they did not have a copy of my contract on file and that I would have to wait until they could find it.
I then called back to customer service at MCI to see what they could do about this problem and talked to Dan Peterson at 6:00 PM and he said that he would give CellDirect a call on Friday the 22nd to get a copy of my contract so I could get the phones fixed. He transferred me to tech support to see if the technician that I talked to would tell me something different than Operator # 6983. I talk to Ellen at 6:40 PM on the 21st and she said the same thing that the first tech support person told me.
I called back on Friday the 22nd after 6:00 PM and asked for Dan or another supervisor. I was told that no supervisor was available and that they would send a message to Dan to have him give me a call the next day when he was in.
On the 25th at 4:00 PM I called customer service and asked for a supervisor and was told that one would call me back that evening.
On Tuesday the 26th I called back to customer service again because I had not received a call from Dan or a supervisor from the night before. I spoke to a Sherri' at 7:45 am and explained that Dan Peterson had not called me back. And she said that she would call CellDirect herself between 12:00 PM and 1:00 PM and then she would give me a call back. I waited until 1:30 PM and called back to speak to Sherri' and the person on the phone asked me to please wait for her to call back.
At 2:57 PM on the 26th I again called customer service and talked to Leeshan and a message was sent for Sherri to call me back. I then called back at about 3:40 PM and talked to Robert. I explained the situation to him and he gave me his supervisor's (Berry Rhodes) direct number and explained that Berry was aware of the problem and to call him at 1:00 PM on the 27th.
I called on the 27th at 1:01 PM and left a message for Berry to call me back. After trying to call Berry several times and getting his voice mail I called back to customer service at 2:30 PM and asked to speak to Berry. I was told he was not available. I then asked to talk to another supervisor. I was told one would not be available for at least two hours. While I was on the phone with Tonya her supervisor became available. I talked to Kevin at about 2:50 PM and I asked if I should speak to him or to Berry. He told me that I could talk to Berry since Berry knew the situation and said that he would have Berry call me in 15-20 Minutes. After trying Berry's direct line I called customer service at 3:20 PM to find out if Berry or another supervisor was available. I was told that neither was available and that my confirmation number for my cancellation was: 4394414. At that point I explained to Henry that I wanted it noted in my file that due to CellDirect not having a contract/agreement on file and not fulfilling their part of the agreement of providing working phones that I was canceling service on both phones and that MCI needs to collect the fee from CellDirect. Because they did not fulfill their part of the agreement and that without a contract/agreement I am under no obligation to an agreement.
I have tried to get the two phones I have repair for over two weeks. I have been without proper working phones since I received them in the middle of January.
I also want my money that I paid so far sent back to me at the following address. Thank you for your time.
Richard Stewart
381 Executive Dr #302
Carol Stream, IL 60188
Cc: Attorney General Jim Ryan
Rich
Carol Stream, Illinois
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