I am writing this letter is to inform you of the dissatisfaction I am having with my Nextel service. I have been a customer with Nextel for over a year and until a couple of months ago my service had been excellent. After my year service plan was over, I called to make payments, and see if I wanted to renew my service plan. The woman I spoke with was very nice and helpful. After she handled all my payments, she helped me with renewing my service with Nextel. She offered me 200 additional minutes per phone, added to the minutes I already had, at the same price. After having her clarify how many minutes in total each phone would have (in which she specified that there will be 600 minutes each phone for $39.99), I decided that this was a good plan, and I decided to keep my services with Nextel. I then decided to buy a new phone, because I planned on staying with Nextel for a long time (and renewed for 2 years).
A couple of months later, there was a change in my pricing plan, from $39.99 to $49.99. I immediately called Nextel, and after talking to a couple of people, and having them submit it for reviewing, they informed me that the $39.99 was a promotional price for one year. This was shocking to me because I distinctly remembered the conversation I had when I renewed my service plan. The lady said that it was going to remain $39.99. She then went on to tell me that this was in fact a verbal contract which is binding. I agreed and was happy with that plan. I then discovered that my plan had changed therefore breaking this verbal contract. I didn't understand how the contract was only binding on my part. Anyway, I was told that there was nothing I could do, so I continued with my service.
A few weeks ago I noticed that I went over my minutes. I never go over my minutes, so I immediately looked at my bill to see what was going on. To my amazement my plan had been changed again. I went from having 600 minutes back to 400 minutes. I then called and was told that those minutes weren't renewable, and that the woman had made a mistake. I don't feel that I should have to pay for the mistakes that they claimed she made. I agreed to a certain verbal contract, and if I am not allowed to change or modify the terms of my contract, then Nextel should not be able to. The last woman I spoke with was very rude, in saying that she made a mistake, and I won't be able to do anything about it, and I won't be reimbursed. The only thing I want is the contract that I verbally agreed to, because I agreed to the terms and so did Nextel.
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