MY NEW COMPLAINT: Regarding mis-representation and false advertising of the actual details of my plan. I purchased the phone on the AARP website offering this plan:
AARP Month-To-Month 1,000 Anytime With 5% Discount
1000 Minutes
$44.99 per month ite where it offered
WITH UNLIMITED NIGHTS AND WEEKEND MINUTES
Including plan details telling me I will have free minutes between certain hours on evenings and weekends. This is the plan I chose, and this is the reason I purchased this plan. There are other details included in the plan that may or may not be correct, however, I am mainly concerned with the lie they told in this offer regarding evenings and weekend minutes.
You see, I have been using my weekend and evening minutes FREELY to speak to my family and friends for three months now... But I was beginning to be concerned with why my minutes were used up so quickly. I am a cancer patient, so have not been able to check on this until today as I have been recovering from surgery. Well, today I found that ALL MY EVENING AND WEEKEND MINUTES are being charged to my minutes, which explains why my minutes get used up so quickly. I would NEVER have used those minutes FREELY if I had known they were being charged agains my minutes.
I started by calling three different Libery Wireless 800 numbers, speaking to representatives who had no idea what to do, and some 800 numbers I could get through to
a live person. One guy finally told me I should call the 800 number for "Wirefly Wireless" (I guess a subsidiary for Liberty Wireless on the AARP site) THEY tell me that "there is some confusion about the plan", that in actuality THEY DO CHARGE ME FOR MINUTES USED ON WEEKENDS AND EVENINGS!
I told him that there was no "confusion" on my end or in my mind because I was looking at the AARP site as we spoke and reading to him the exact plan offered at the site. He insisted I was wrong and said he could not help me further.
I have had to add additional minutes to my plan because of this in order to get through the month. I am on State Disability and my income is limited, so this is not an option. I purchased this plan so that it would fit my budget and to use my weekly minutes to speak to my Doctors and use my weekend minutes to speak to my family FREELY.
There is a record of minutes charged for this month, so I have some evidence, however I don't know about records for previous months, but I will check into it.
I am very upset right now as this is the second complaint I have filed against this company. They promised to send me a check from last complaint in March, but I have yet to receive
it!
HERE IS MY ORIGINAL COMPLAINT;
I am complaining about non-activiation of the account I have paid for in advance. I paid for the phone and received the phone on March 28th which is the date the company told me it would be activated. When I called on the 28th to ask why it hadn't been activated, they told me I had to pay the first month in advance in order to activate it. So on the 28th I paid the $47.00 over the phone with my credit card. Three days went by and my phone had still not been activated so I called again on the 31st of March and was told that since my "old" number was being "ported" or transferred to my new phone it would take another 24-72 hours to activate my phone.
They said it would happen simultaneously so I wouldn't have to be without a phone, they also said I would know it was activated when my old phone would no longer place calls. Today is April 3rd and I tried to make a call on my old wireless and found that it was no longer working. I picked up my new Liberty wireless phone and tried to make a call, but I got an automated response telling me that "in order to activate my account I have to pay for my first month in advance"...
Well, obviously I have already paid my first month in advance, but since this wasn't a live person I could not tell her that. Since my old phone was no longer working, I had no way to call Liberty wireless and try to fix the problem. I am a cancer patient and am dependent on my phone to have a connection between my doctors and nurses. I have a surgery coming up and need to have communication with my family and doctors.
I had to drive myself downtown to use a pay phone to call Liberty Wireless to complain that I have no service. I was on the phone with them for nearly ONE HOUR on hold most of the time waiting for them to figure out why or how to get my service activated. They did not resolve the problem. They told me there may be "technical difficulties" and it may be 24 to 72 hours before they could resolve the issue. They could not tell me exactly why I couldn't get the service I paid for. I asked to speak to a supervisor, but the operator told me they weren't available.
I am very distraught about this as I need a phone, and if I had known I was going to be stranded without a phone I would never have ordered it.
This complaint was not orginally so much about money as it was about inconvenience and non-resolution of problems leaving me stranded without a phone! They did call and tell me they were sending a check for a lousy $30 as good will, but I NEVER RECEIVED IT!!!
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