I called 1-800-Nextel late last may and ordered 2 phones. They cost $536 or so for both and I put down a $400 dollar deposit. I was told there was a 15 day money back guarantee. Well, I was having problems w/service so I called their customer care line. I spen 1.5 HOURS on hold EACH time I called (speakerphone got me through it!) and decided to cancel the service. I was transferred about 5 times (this took 3 hours - almost all of it on hold) and finally went off on the next person that answered the phone. I told him it was only about 12 days since I ordered the phones and wanted my money back. I was told where to return the phones and did so (insured as told). I was told the service was cancelled and I'd get a full refund.
I called the following month after getting a BILL! And was told that I was getting a refund the after the next billing cycle. I called the following month and was told that the service had not been canceled and I was not getting a refund.
I gave them the # on my FedEX receipt and was told that the phones had arrived about 2 days after I said I sent them but that I was not elgible for a year for some reason and that the refund would be only for the phones. I spoke to someone else and she said I'd get it after the next billing cycle. I sent e-mails to Nextel (about 20 of them) and they told me my requests were denied (no explanation). I then called back and asked why. I was transferred several times until someone told me that her supervisor said I was due a refund and had to receive it within 7 days, by law. She asked me to fax the card statement and highlight the amount I paid and deposited, write down a ticket # they provided, and they would make sure I got it.
Well, another couple of weeks went by and I didn't get it. I called again (all these calls have resulted in hours of waiting by the way!) where I was transferred through about 4 departmens THREE TIMES! I got a guy who was rude and asked why I felt I should get a refund, a woman who said that the people in billing "don't know what they're doing" and another denial of a refund for no real reason.
I called the BBB and they sent them a letter, and sent one to me. I got a call from a guy in their executive office (I believe his name was Samuel Morse) who told me to fax him everything and he'd look into it and get back to me. This was after he told the BBB that he couldn't contact me and the case was going to be closed (I was getting married and on my honeymoon the week he tried to call! He didn't even leave a f@cking message when he called! I got 1 message from 3 calls I can verify he made to my home.) I had to call FOURTEEN times to get through to him by the way!
A month later - nothing. I called the BBB and was getting nowhere so I went online and filed a complaint with the Dept. Of Consumer Affairs in VA (where their HQ is). NEXTEL send them a letter stating I'll get a refund for both the phones and deposit in 15 business days. They also called me to inform me of this. 15 days goes by and NOTHING.ca calls me and tells me they will keep on Nextel until this gets straightened out and they did! I got the first check from Nextel a couple of weeks later and finally got the rest of the money I was due about a month later.
Funny thing is I was sick when Nextel mailed me a check for about $60 months ago and my husband deposited it. I didn't realize what it was until THEY brought it to the attention of the CA official AFTER claiming they didn't know I was due a deposit! This is all in March/April of this year! They knew I was due money but didn't give it up until I filed that complaint - even the BBB couldn't get me a dime back!
Lisette
Trenton, New Jersey
U.S.A.
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