Ntelos
Penalizes good customers and lies to them

Today I was lied to left and right, and got a different story every time I spoke with someone. As a result I have ordered a phone from another provider, and will not be renewing my service with Ntelos.

I called their customer service this morning to inquire about a replacement phone for my In Advance account, and Autumn told me that there would be no problem with getting a new phone at the promotional price, as I did not buy my current phone from them.

That said, I went to the store on Fort Avenue in Lynchburg to get a new phone. The employee there said that they could probably do that, but they were out of stock on 6 phones. These were probably the 6 best phones for my needs.in fact, I did see one which I would like to have purchased, the Motorola W315. He said that he could not, however, call another store to check availability. A phone company with the stated inability (we all know it was unwillingness) to make a phone call does not generate a lot of trust or confidence!

I then went to the store in River Ridge Mall. Note that excess travel is a nuisance for me as I can't drive due to a medical condition. There employee Heather Spradlin told me that I could not get the promotional pricing. I then called their customer service back, and spoke with Alicia at extension 6303. She also said that there would be no problem. Meanwhile Heather (store employee) had another customer, and had spoken by phone with her manager Mark. He wanted me to travel to the other side of town sometime tomorrow to explain to me why they wouldn't do what I had been promised. He did not, of course, offer to pay my travel expenses or missed wages. I had to call Alicia back so she and Heather could talk. After that conversation, Heather suggested that I cancel my service and start new service, of course at a price much higher than simply buying a new phone at promotional pricing.

After wasting much of my afternoon and after it was apparent that I wasn't going to get anywhere at the store, I called to ask to speak with a supervisor, hoping to get the issue resolved. I was promised a return call as soon as he finishes handling another escalation. When I had not received this return call by approximately 7:30 pm, I called again, and this time spoke with Matt, a supervisor. Matt told me that I was not told what Autumn and Alicia told me, and that they had nothing to do with the stores. I do not like to be called a liar!

I have used Ntelos service in the past, and have been using it for about 8 months this time, all with good service.in fact, I used to refer friends to them. I will now refer friends away from them. Due to today's events, I have no choice but to switch to a different provider. It is wrong to penalize me for being an existing customer. I actually enjoyed their service for the time (s) that I had it, but will not deal with a company I can't trust. I will begin the process of switching as soon as my new phone arrives, and trust that they will not delay the process.

Company: Ntelos
Country: USA
State: Virginia
City: Waynesboro
Address: 401 Spring Lane, Suite 300
Phone: 8774683567

  <     >