Problem started when I attempted to contract helio wireless service. I went online and went through all the steps to start business with them through their website. I ordered the Heat phone and the 500 minute per month plan.
After going through all the steps I was taken to a page that said to start service with them I would have to give them a deposit of $355 (refundable after 1 year of service - even though their site specified no service contract. Ok, I was fed up with my current carrier and I would give them a shot... So I gave them the $355 deposit and was then taken to a page that stated I needed to contact their customer service - that there was a problem with my order and I needed to talk to a CS rep. I contacted their CS and they stated that the account was flagged because it needed a deposit, they unflagged it and completed the order.
While waiting eagerly for my new phone to arrive i looked more at their website. It advertised that the phone would arrive activated and my ported number in it ready to use. Ok, that made me happy, no in between time. I called all my friends and informed them my cell number would be temporarily down during the transition.
My phone arrives and I opened the box and charged the phone for 24 hours as one is usually supposed to do when receiving a new cell device. I came back to it the next day, tried to make a call and it gave me an error message stating unable to connect to network. I went back to their website and went to the my account page, entered my ported number and it said that they couldn't find the number.
I called helio and they said that phones never arrive to the user activated, that when a device is sent the consumer has to call in to activate it. I went on to say to them that isn't what I bought and paid for, that their website distinctly stated in black and white that the phone would arrive activated and the consumer's ported number already transferred and ready to use. (thank goodness I made a copy of that site because soon after their site wording changed slightly on this matter).
I was then taken through activation and the activation couldn't be completed because they were having: problems" with porting my number, that it would take an additional 7-10 business days. 10 days later they still hadn't ported the number so at that time I chose to - under their 30 day total happiness guarantee", cancel service and return the phone to them.
I returned the phone to them using the RMA package they sent me and was assured I would get a full refund within 2 weeks. 2 weeks went by and instead of a refund I recieved a bill from them showing a credit of $359 from which they deducted $34.30 for activation fees and line use service charges.
I contacted helio and they stated that a refund had been applied to my bill. They further claimed the $34.30 was detailed on my bill as phone activation and line service charges and taxes. I then explained to them that the phone was being returned because they couldn't complete activation and that the phone was never used, nor could it be used so they couldn't charge me for activation they didn't do, nor could they charge me for line use fees and taxes for a service that they couldn't and didn't provide.
I was on the phone with them (incidentally, using my still usable cell number and phone provided me by the company i had been with before my failed attempt to join helio), and after speaking with numerous operators and supervisors I was once again assured a full refund.
I was to call back the next day to check the status of that refund, and was informed that an authorization had been processed for a refund of $325, and that the $34.30 was not approved. After talking once again to numerous operators and supervisors I was told that I was not eligible for a refund of the $34.30 because they were for phone activation and line use charges and taxes and that i would have to wait another 4-6 weeks for them to process and mail out a refund check for $325.
I went through the whole process of once again stating to them the phone had never been activated and had never been used - that they had never given me a day of service to charge me for. I further stated to them that they could just charge back the CC I used to originally give them the deposit on the phone and service the sum i gave them as a deposit, the $355. They said that they couldn't issue a chargeback unless I chose automatic billing on my account. I went on to tell them that I was never that far along in their system to be able to choose automated billing and that they could very easily refund the money to my CC.
They then stated that it was not their policy to do so. That a refund will be mailed to me within 10 days. They also e-mailed me a letter stating i would recieve a refund within 10 days... Of $325 .< These people are quick to take your money, slow to give it back (collecting interest on it the whole time), and refuse to give you the full refund they guarantee in their "total happiness guarantee"
This was the second time they promised me a refund, the first being on the initial contact with them prompting the return of the cell phone and issuance of a full $355 refund, via check which I was supposed to receive within 2 weeks following December 13th.
I am unable to resolve this problem through helio and have been forced to go through jumping through hoops with my credit card provider to file a dispute with them over this in an attempt to recover all the funds paid to helio. My only hope is that this website saves someone, even just one other person, the indignity of dealing with this company.
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