On July 15 I ordered and completed the purchase of two (2) cellular telephones through a company indicated as MyRatePlan.com AKA: wirefly.com as per email correspondence.
Date Ordered:
7/15 6:08: 18 PM
The amount charged to Credit Card: $436.46
(1.) New Motorola Razr V3 from MyRatePlan.com
activated your wireless device with the Cingular Nation FamilyTalk 500 w / Rollover with 1 additional line - 2YR plan you selected and the following mobile number XXX new Motorola Razr V3 from MyRatePlan.com
(2.) secondary wireless device with the Cingular Nation FamilyTalk 500 w / Rollover with 1 additional line - 2YR plan you selected and the following mobile number XXX
The advertised promotion indicated a full rebate provided all criteria were met.
On February 09,06 via the United States Postal Service I sent all required documentation via priority mail with delivery confirmation and full tracking. Mailed in four separate envelopes at an expense of $18.20 for which I have all postmarked/stamped and printed receipts.
Original posting to Great Bear MN-Customer Loyalty & Customer Appreciation (two mailings each: 4 total)
Delivered PHOENIX AZ 85072 02/16/06 INELIGIBLE
Forwarded SAINT PAUL MN 55110 02/13/06
Arrival at Unit SAINT PAUL MN 55110 02/13/06
Acceptance NEW YORK NY 10014 02/09/06
Subsequently, I contacted the company via email to attempt to establish the status of my rebates after not being able to establish status via their website. I contacted telephone number: 1-866-800-4303.
Initially I was apprised that my correspondence had apparently been "Lost in the Mail" as No documentation was ever received by them. I had failed to meet the postmark deadline required which was stated as between 180 and No Later than 210 Days. I informed them that I had sent the documents with full tracking and a confirmation of delivery and communicated the particulars. My declaration was met with surprise. It was stated the majority of customers do not send the documents in this manner due to the cost associated.
Next the company maintained the postmarks indicated in their system reflected that of 2/12/06 making my submissions ALL INELIGIBLE. I apprised them the Date of February 09 reflected the 209th and 210 day. Hence, I had indeed met the deadline specified and could produce hardcopy corroboration in evidence.
I subsequently corresponded and communicated telephonically an apparent error had occurred on their part. I had confirmation of the deliveries to their facility of the four separate mailings reflecting an initial delivery to MN. I was told that was the issue perhaps as they moved to Arizona. I explained I was aware of that as the United States Postal Service showed a record of subsequent tracking with delivery to their Arizona address. I was as well apprised that apparently an employee had entered the date of February 12th as a processing date into the system. I explained this seemed extraordinary as according to the USPS the correspondence was Not in their possession but still in the custody of the USPS, as per confirmation via USPS. The date of delivery was not until that of 2/16/06. Evidently this was due to their having moved their facilities operation from MN to Arizona.
Next they advised me the UPC Codes I'd Submitted Did Not Qualify for the Rebate Program. I apprised them that I had retained possession of all the original packaging and the documents submitted were the UPC codes removed from the boxes in which they had shipped the equipment. They stated often times customers discard the boxes containing the UPC codes. I explained I had not.
Subsequently, I was requested to resubmit the USPS receipts which I'd claimed and as well copies of the UPC labels and additional information. Faxes were submitted in accordance with their 30-day deadline from a postcard dated 3/13/06 received 3/28/06 citing UPC labels Not eligible. They were sent 3/28/06 to FAX Number: 480-606-4313. I had furthermore as well submitted (7) months of statements reflecting billing dates and payments made in full from the assigned service carrier Cingular
Repeated attempts to confirm via their online site met to no avail.
Meanwhile numerous calls were placed to the Rebate Center facility responsible for processing and issuing the rebates due me.
On March 27,06 I was notified via email that the submitted UPC Codes were INELIGIBLE for this rebate. On this same date I was apprised as well via email of Two (2) Valid Rebates being processed.
I again agreed to submit documentation requested and did so on March 28th, 06.
On April 3rd advised of New submission ID assignment: 69780286
On 4/3/06,
customer. Service@cs. Rebatestatus.com wrote:
Dear Consumer:
Thank you for submitting the necessary documentation via fax. We have reviewed the documents that you provided and are pleased to inform you that your rebate is currently being reviewed. Please allow 2 weeks to check the status of your review.
New submission id: 69780286
Thank you for contacting us.
April 4,06 I received an email response to Inquiry:
We currently show 2 rebates is review for you and one with an error Please resubmit all other requests.
Submission Id#: 68630576 in review
Submission Id#: 68631421 in review
Submission Id#: 68630577 Errors IP - The UPC code you submitted is not valid for this promotion.; (please send a valid upc code)
On April 04,06 I as well received an email response to Inquiry:
"Dear Staples Consumer:
Thank you for your recent inquiry regarding your rebate. Your rebate was resubmitted on 04/04/06 and is currently being processed.
New submission id: 69836184"
April 04 I contacted the company and was told the "staples" reference should be disregarded and meanwhile, my account was reviewed via service representatives Andrew and Paul (each spoken to in separate telephonic communications at length) they confirmed receipt of all required documentation and provided the following Rebate ID's: 630576,68631421,68630577,68631423
Directed to Disregard "Staples Consumer" correspondence.
Directed to disregard 68630577 New Rebate ID: 69836821
On this date I was informed the rebate center had received all required information/documentation and that all was in found to be in order. Finally, I had satisfied all the requirements in meeting their criteria.
It was as well communicated that errors resulting from inaccurate data entry were resolved. One rebate code had been evidently determined as processed with a misspelling of my last name reflecting first initial P' as oppose to "D" However, it was recommended in light of the circumstances and all that had been required to resolves the issues to leave the typo as it stood and allow the system to be updated at this juncture. It was stated that provided my bank would not take issue of it the rebate process was simply a matter of checks being processed and issued. I stated since I was due four rebates it seemed my bank should not have a problem and recognize the typo and, as well, I myself could as offer to sign an affidavit and correct the "P" and initial the change to that of a D if need be.in any event I was pleased to finally have the matter resolved and was not inclined to upset matters.
On April 6th, 06 I once again communicated with customer service rebate center and sent an email relative to the matter. No response was received.
On June 9th I received an email apprising me (1) rebate had been issued in the amount of $100.00. I expected further notifications to follow relative to the remaining (3) three. I attempted to confirm their status online to no avail.
On Monday July 02,06 at approximately 9:45AM I contacted the Rebate Center telephonically. I was informed a single rebate had been approved and I was ineligible for any of the remaining three. I was told I had failed to submit the rebate documents on time as they were postmarked on February 12,06. I reiterated the above information and explained i had received an email confirmation previously on _March 27,06_ that (2) rebates were approved so there must be an error. A female representative stated they had No Records of communications nor of any facsimiles being received, or any rebate numbers as they were allegedly provided provided to me.
The rebate Numbers she cited were none familiar to me all now beginning with the digit 7. I explained I had spent considerable time, money and effort to resolve the matter over a period of months and that each envelope contained the exact same identical corresponding documentation. How could one be approved and NOT the others? Also, I inquired of records reflecting my prior communications. The representative stated unless I wished to send a cover letter and detail what had allegedly transpired and resubmit all documentation there was nothing further to be discussed. I had failed to meet the deadline or any resubmission date, my rebates were DENIED.
She reiterated I failed to meet the 210 day deadline. Noting the notations in the system now showed the documentation was, as well, not adequately filled out as well that Months "5,6, 7, of my Cingular wireless bills were indicated as missing all together. Ultimately, I asked to speak to a supervisor and was transferred to "Presidents" section evidently the area of supervisory. I found myself directed to a pre-recorded system and ultimately in voice mail where I left my contact number as was requested.
I next called back again and this time spoke to a representative "Annette' whom responded in a professional manner. She cited that something clearly appeared amiss with their records and apologized for how the matter to date had been handled. However, at her level nothing could be resolved as the dead line date had expired for any resubmissions. Ironically I had received but a single post card from them to which I had in fact responded. She suggested I fax all documents proving I did in fact meet the 210 day deadline. Noting as well notations in the system now showed the documentation was missing relative to Billing Months "5,6, 7, pertaining to my Cingular wireless bills.
My documentation was incomplete. I explained that all documentation was done in duplication in all four instances and i had paid approximately $14.00 for the photocopies of the submitted documentation and, as well, had a witness whom as well reviewed and double checked all along with me prior to mailing. The only difference being jumbo paper clips were, as well, used in one instance when I ran out of staples and it had not impacted the cost of mailing but was reflected in the weight. I stated, I had already Faxed the requested documents. This representative stated If I could kindly send a copy of those documents previously furnished via Fax with a Cover letter and Proof of USPS Delivery as stated, with corresponding postmarks she would personally then refer the matter to a supervisor and make every effort to rectify the matter in my favor. I agreed to do so but again noted the expense of doing so between NYC and Arizona. She apologized. I questioned how many peoples hands my documents had seemingly passed through as well as the assurances that ALL was in order and the numerous hurdles I had been required to clear only to be informed records and documents now were gone missing. She assured me I could call back in a few days to confirm receipt.
At approximately 1PM a female caller identifying herself as 'Shannon' a supervisor at the rebate center - left a message at my home with the telephone number: 1-888-314-9903.
Upon contacting this number I was told by a female representative that the number is shared. The supervisor whom had contacted me could Not be reached as they are in completely different location altogether, not even in the same building. Furthermore there is no means to transfer calls there. I was told what i needed to do was call back and continue to keep calling back until they picked up between their various locations from the one where this supervisor is located. I explained that I found this to be once again extraordinary, considering the effort already expended. She stated all she could do was offer to refer me to her supervisor. I agreed. I was next spoken to by a male Supervisor' whom identified himself as Jack ID: 9541
I explained the circumstances and details to the best of my ability. Jack did subsequently confirm the previous rebate numbers were purged and reassigned numbers provided citing this is SOP. He stated that the records did reflect a facsimile dated 3/28/06 received by their offices and would not disclose any further information. He stated he would refer the matter for review and direct that a complete review of the contents of the envelopes submitted be conducted. I noted I had received confirmation of two rebates in the system approved previously, via email and yet now was being advised only one (1) had been approved. The mere fact that all envelopes were in fact received at the same location it appeared to be most evident they have a system in place designed to discourage eligible recipients in following through in pursuit of the rebates which they clearly promote in their advertising and marketing as well as, in their telephone sales.
I explained that for each instance previously disputed I had been able to furnish hardcopy proof verifying I had in fact met all the required prerequisites. Now they wished to fabricate another hurdle/hoop maintaining i had not furnished adequate confirmation of payment to Cingular Wireless, when I had made a point of providing more than required as per their hardcopy instructions. I had submitted seven months of payment confirmation in each envelope. This supervisor stated they matter would be posted with the appropriate dept. For review.
He advised I should contact them in ten (10) to twenty-one (21) business days for a status update. I requested a telephone number be provided where a supervisor could be reach in the future he provided: 1-866-800-4303
Meanwhile, he stated a single rebate check could be expected in approximately another five to six weeks to arrive to my postal address.
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