For all of you who have dealt with nextel, you know where i'm coming from. Here is my story in a nutshell.
Since my contract was signed, almost every month, i had some problem or another with my statements. I was being charged incorrectly for one thing or another. Each time i called to complain, i was treated rather kindly & apologetic. And the rep would credit my account. The last two times, they did not and wait till you read what happened.
My 2nd to last month's bill had me paying addt'l per text messages i recvd of $. 15/each. I usually receive between 150-250 a month. When i signed up, i selected unlimited text pages for $5.00/mth. Then when i received that 2nd to last month statement, it showed me paying some $. 15/per text message i received. Of course i called to complain and this is what they told me. Mr rodriguez, that plan you you were on has "expired" and is no longer available. I explained no one ever told me anything about this expiring nor did i ever get written notice. The rep was kind enough to credit me the difference and then explained to me that the $5.00/mth now covers up to 300 text messages. No sweat. The next bill i got not only charged me the $5.00/mth but also charged me the $. 15/per text message.
Oh was i pist! I called customer "care" and was told by a rep that the text paging fees were correct and that it was explained to me by the last rep i sp. W / that gave me the credit. Turns out what they were doing is pro-rating the amount of days i had for the monthly cycle since i called after the last statement, they wanted me to pay for both the $5.00/mth all the text messages i received during those 2 weeks from the last call i made complaining about those very same charges. Those fees by the way added up to $28.00. Here's where it gets even better. I asked to speak to a manager who got so hostile with me and so rude that i hung up before i lost my cool.
I decided to write nextel corporate a letter requesting some assistance regarding this matter. I explained how upset i was and that it was not my intent on paying this overcharge. I hope your still with me. I sent it registered mail to insure it was received. It was. I never received a response. Surprised? I wasnt. But what i was surprised about was my very next bill. Now that pist me off! My nextel bill now suddenly jumped from an average of $145/mth to over $500!! $528 to be exact. As you can imagine i called cust care. Was told by another rep that now this offer i had on my original plan was expired and they could not continue to offer me an addtl 1,200 bonus minutes for the $10/mth i was paying. Again i explained no one notified me or explained to me that this expired.
Actually, the day i ordered it over the phone i did ask the rep if this would be permanent and i was told it was. Anyways, i asked to put in a "billing research ticket".
What a joke. It took nextel some 3 weeks to finally respond. And this is the climax. A gentleman calls me indicating he had done research on this so called bonus 1,200 minutes i was receiving on top of the std 1,200 minutes i was paying for. He goes on to state "these bonus minutes that was extended to you expired back in oct, no no actually jan and can no longer be offered to you" i asked him why i wasnt notified in advance? He stated "he doesnt know". When asked about paying the addt'l minutes they are trying to have me pay he said" there will be no further concessions on my account" i asked him what he meant. Did he mean i have to pay the $528 they were asking. Again he stated "i can give no further concessions at this time" i said what concessions, you've given me none. I then asked him if it was nextel's error for not identifying the problem sooner? He said "it was" i asked him how can you expect me to pay for your error? He answered "i cant offer you any further concessions" again, like a freaking robot.
I explained to him that i paid my account, on time every month and i paid those $10/mth for an extra 1,200 minutes because it was what i agreed upon with nextel. I am not agreeing to pay this bill and i made it clear to him that i will go to court, arbitration etc... To get this resolved. I wish to pay them and forget them but i will not, never ever pay those $528. I will however pay them what i owe them. However, they have to speak to me and they apparently dont want to. I've sent letters to usacomplaints.com, betterbusinessbureau and to the 3 credit reporting agencies to give them a heads up in case these bozos try to put on my credit file that i am deliquent, bad credit or whatever they choose to put.
However, what still has me a little perplexed is how ugly they came back at me after i wrote that 1st letter about the $28.00 overcharge. The nextel statement i get shows me owing them some $528.00 & they expect me to just up and pay. Isnt happening. But i will pay them what i owe them. That is only the right thing to do.
P.S. I may just do what another customer did and that is take them to small claims court. See how they like it.
Robert
miami, Florida
U.S.A.
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