I am writing in reference to my telephone service with your the Liberty Wireless/InPhonic Company. For 3 months, I have called their customer service center every week and for three months, I get a different story from their representatives.
In February, because my charger was not working, I called to report that the charger for my phone was not working. I was told on several occasions, that they would send another charger for my phone. I waited. I was then told after waiting for several weeks that the chargers were on back-order and as soon as they came in, they would send one out to me. Again, I waited and never received the charger. I again called on several more occasions and was told that I would have to go to a Liberty Wireless store, the closest, I was told, was in Charlotte, North Carolina, over 180 miles away (I was also told that another brand would not work with their phones).
Because of the inconvenience and their lies, they told me that they would send another charager out because I had waited so long. After never receiving the charger, I called back again. I kept calling and kept getting the same run-around from their representatives, so I did find a charger and purchased it from a local store in Raleigh. I was then told that the phone would be turned back on and that I would not be charged for the service I had not received.
As of today, April 6, I have not had service and yet, I have been charged and am being told that I must pay an outstanding balance of $121.70 for service I have not received. As a result, I have not had any service for three months and yet, they have continued to charge my account. I did not use the phone because I had no charger; I have called the customer service center every week for the three month (since February). On numerous occasions, the number was always busy. Last week, I was told by one of their representatives that I was going to call the Better Business Bureau of Eastern North Carolina and their representative told me to give their company, Liberty Wireless, until this past Monday, April 5, and they would delete the charges for the service that I did not receive and would have my phone on by yesterday, Monday, April 5. The service was not on as of today, Wednesday, April 7.
Yesterday, I called again and spoke to, (he said his name was Brian L. I asked him to allow me to speak to a supervisor or a manager. He put me on hold and then came back on the phone and stated that "no manager was in the office and that he was the only supervisor available." I also asked him for a reference number and the telephone number of their corporate headquarters so that I could followup my call to their corporate headquarters.
He stated that he was the supervisor and there was not a manager or anyone else of authority on duty for me to speak to for assistance.in addition, I asked for the number for Liberty Wireless Corporate Headquarters in the United States because I called on one occasion and the representative told me that the customer service/support center and he stated that he was not allowed to give that number to customers and the only way to contact corporate headquarters was to send a letter to 9301 Peppercorn Place, Largo, Maryland.
I have contacted the Better Business Bureau of Eastern
North Carolina at (919) 872-9240 to file a complaint; I have also contacted the Attorney General, Roy Cooper in the North Carolina Attorney General's Office, Consumer Protection/Antitrust at (919) 716-6000 to file a
complaint. I am appriseing them of the business practices and operations of Liberty Wireless/InPhonics, regarding my phone charges and that I have continuously gotten the "run-around" and have been charged for service that I did not get and have not used.
Again, the customer service representatives are unbelievable. I was dumb-founded to learn from them that there was only one place to communcative with a "live" person and seek justice and to get my issue reconciled with a "live" person on the phone was through them and they told me that they were outside the United Again, one of their representatives told me that they were not located in the United States; they (the customer service center), were in India. I have to send a letter of a corporate headquarters'location that is totally different than the one listed on the InPhonics web site.
It is ironic that I have no way of communicating with the corporate headquarters for the Liberty Wireless company as told by their representative, but my mail. However, I was able to locate addresses and telephone numbers online at InPhonics, after doing searches on the name "Liberty Wireless, " which I am forwarding to the Better Business Bureau, the Attorney General's Office, and the local television station.
This evening at about 7:58 EST, I spoke with a representative named Pinky who stated that she would escalate my complaint with the Billing Department at Liberty Wireless and that I should wait and call back in 48 hours. I told her that was not waiting any longer to have this issue resolved and that I was forwarding my complaint via email to them and would be mailing a certified copy of my complaint out tomorrow.
In the certified letter, I was including the request to delete the inaccurate charges that they have attached to my account and any charges that may be accruing, although I cannot use my phone because I do not have service. Also, I wish to discontinue service with the Liberty Wireless/InPhonics Company because of their way of doing business and also, after viewing the complaints by other customers.
In addition, I told her (Pinky), that I had spoken to one of her co-workers in customer service representatives, Brian L. (he would not give me his full name), earlier today and that he would not connect me with a supervisor or manager on duty; neither would he give me a reference number for the case. However, Pinkey gave me a reference number. She also gave me the name, Robert Goodwin. She stated that he was the Vice-President of customer Service with Liberty Wireless and that I should send my correspondence to:
Robert Goodwin, Vice President of Customer Service
1601, McCormick Drive
Largo, MD 20774.
I do not understand the lies told by Brian L., and the other representatives at Liberty Wirelsss. Again, he told me that 1) he was the only supervisor available for me to talk to and would not allow me to speak to anyone else regarding the matter, 2) did not know any address for the corporate headquarters, although I was able to locate the company names several places about doing a search on the name "Liberty Wireless"; he gave me a different mailing address for the corporate headquarters, one listed on the web as the "Operations Center." I have listed below the addresses I was able to locate. The InPhonics website listed the following address on their website:
Www.inphonics.com/b2b/contactus_locations.Asp had the following
addresses:
Corporate Headquarters
1010 Wisconsin Avenue, Suite 250
Washington, DC 20007
Phone: 202-333-0001
Fax: 202-333-5007
Regional Offices
West Coast
24301 Southland Drive, Suite 317
Hayward, CA 94545-1537
(Brian L., your customer service representative gave me this address as
the address for your corporate headquarters, however, the InPhonics
website gives a different corporate address)
Operations Center
9301 Peppercorn Place
Largo, MD 20774
(301) 883-0040
Fax: 301-883-0050
Research & Development
1020 Southhill Drive, Suite 200
Cary, NC 27513
Carrier Relations
555 North Point Center East, 3rd Floor
Alpharetta, GA 30022
Mountain
3025 South Parker Road
Suite 800
Aurora, CO 80014
East Coast
1375 Broadway
Suite 600
New York, NY 10018
(The following telephone number is the only number that a customer can get from the Liberty Wireless Company's Customer Service representatives. The representatives told me that they were located in India and that the number listed below is the only number there is for customer service)
Customer Support
Phone: 888-919-7692
I am also forwarding my complaint to Monica Laliberte, Consumer Complaint Division of the local television station, WRAL-TV5's "5 On Your Side" in Raleigh, North Carolina to see if they can get the $121.70 that I have been charged, removed. I want the fraudulent charges removed from my account and I no longer want service from the Liberty Wireless Company because of the unethical way they do business. I am also including in my correspondence to them the following URL:
Http://usacomplaints.com / and
http://usacomplaints.com
Which includes complaints from other customers who are being cheated by Liberty Wireless
Cc: Roy Cooper, Attorney General
North Carolina Department of Justice
State of North Carolina
(877)-5-NO-SCAM
Better Business Bureau of Eastern North Carolina
5540 Munford Road, Suite 130
Raleigh, NC 27612
(919) 872-9240
5 On Your Side
WRAL-TV 5
2619 Western Boulevard
Raleigh, NC 27606
Chris
Raleigh, North Carolina
U.S.A.
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