In the past two years, I've had to call Nextel for billing errors every other month. The price range of the errors has varied from $2.00 to $40.00. Every time, it's chalked up to a "computer glitch", and the error is corrected on the next bill.
The next month, the process is started over. It had gotten so bad at one point, on 1/21/03, a CSR transferred me to a rep (Debbie, #981742) who added 300 minutes plus free caller id, call waiting, and long distance.
By 1/27, I still hadn't seen any of the addons in place, and called back. I then spoke to "Karen" (who said she wasn't allowed to give out her #), who told me there was no record of the call (which I was finally able to prove, and get the agreed upon items in place). Since then, I have still experienced errors every other month (This year alone, I've had to call three times for errors), at which time I have to spend 30 minutes to an hour to get them corrected. Also, my voicemail has disconnected twice, again due to "computer glitches", during which I lost several messages that were stored.
This month, I found a charge for a 411 call I never made. The CSR said "mistakes dont happen", but she couldn't find any calls placed after that, that would indicate calling a number I would've looked up... I've since gone back and found several 411 charges on my bill (too late now though). There is also a 15.00 long distance charge, which she refused to help with stating there is no record I had free long distance (never mind the past 16 invoices that have long distance calls placed free) All the CSR's can offer is "I'm sorry I cant help you with that problem... Is there anything else I can do today?"
I've tried emailing Nextel via their website numerous times, but I haven't received any answer. I've requested to speak with a supervisor, but the CSR's state "He's in a meeting" (every day? At all different hours?), or "He can't help you either"
Also, several months ago, Nextel stopped sending out itemized billing. I've tried unsucessfully to access the info through my Accounts page on their site, and the CSR's wont give any detailed info.
At what point is it considered breach of contract? I can see service dropping once or five times, but I expect accurate billing...
I've emailed Pa's AG's Office... Maybe they can catch a Supervisor while he's on a bathroom break.
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