In may, I went into a centennial store to look into new service. To be honest, I went in not expecting to walk away with new phones and a new company. But, the sales guy gave me 2 free Razrs. I figured why not.
Before I signed anything I asked specific questions regarding the possibility of a move to the west coast. He assured me that everything would be covered and there would be no extra charges. He also maintained that my bill would be about 60-70 a month. I was happy and decided to sign on.
After 3 maybe 4 days, I received my first bill. The total was 180.81. I looked over the bill to make sure everything was okay. Of course, I found problems.
I was never informed that I would be charged for voicemail, caller ID and detailed billing.in fact, I was never asked whether I wanted them. Also, I was told that I would not be charged activation fees but they were included on my bill. Lastly, I noticed I was charged for a call but I did not come close to exceeding my minutes. I was confused.
I thought, okay this should be a quick fix. Unfortunately, the customer service at centennial was rude. I asked them to remove features that I was being charged for and they said no. I asked to speak with a supervisor and the lady refused.
Finally after requesting for a third time, I was finally transferred. The supervisor told me I had to contact the agent to have the charges removed. Then I asked about the one call I was charged for and he explained that I went outside my coverage zone. I began to ask more questions and he said that he had nothing further he could do but he transferred me to the retention department. After speaking with them and getting the same run around, I went back to the store and cancelled service.
A month later, I received another bill. This time the amount was 262.70. I was completely confused since I had cancelled service. I called and the customer service department told me that I have not cancelled service.
I faxed them the receipt I received from the store showing them that I had cancelled. They explained that it is to late and if I was going to cancel I had to pay the appropriate cancellation fees. I was furious and was transferred to two other people who I had to leave a message for. After a week I had not heard back. So I called back and they told me they would direct it to the appropriate regional agent manager.
Finally, I received a call from her. She was very understanding and helpful. She explained that she would have everything taken care of and apologized for the inconvenience. However for two weeks I received phone calls from Centennial nearly everyday saying that my bill was past due and my phones would be shut off.
I called back to figure out what was going on. They told me that they had received the cancellation notice but I still needed to pay 262.70. So, I called Katie she said she would call back after the holiday and talk to the appropriate people in order to credit my account properly.
Moral of the story, Stay away! They lie, try to hide fees to rip you off and customer service is horrible. The companies only saving grace was Katie, the grand rapids agent manager.
Hopefully this helps someone make a wise choice! Best of Luck if you do choose Centennial wireless!
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