I have been a straight talk customer for over 2 years. Along with my husband, daughter, parents, siblings and friends.in Feb I ordered a new phone and service card to replace my phone that was not working. I received the phone but no service card. After an hour of being on the phone with Straight Talk, they were able to activate my new phone. When I hung up and tried a call I realized they did not transfer my number. I called back and spent another 2 hours trying to get it corrected. Finally the woman informed me that they would not be able to do this without sending me a new SIM card, which would take about 5-7 days to get to my home. I run my business through my cell phone and all my clients have my cell number to get a hold of me. So being without my cell phone can potentially cost me hundreds a day. Because of the length of time I had been on the phone with them and because the error was on their part the woman I was speaking with promised me that my next month of service would be free. When the month was up I tried calling to get my free month of service activated and they told me it was not documented. I informed them that I had a reference number and that I had recorded the conversation, as I do all the calls I make to them when there is a problem. I was transferred to multiple people over the next 4 hours. I was told my one woman that they were not allowed to give 30 day free compensation, that there was a limit of 5 days. Another person told me 10 days and another person told me 15. I was told by one lady that I wasn’t allowed to speak with a supervisor. When I hung up and called back I was able to speak with one. She told me to email the recording to Straight Talk and that the customer service would get back to me immediately. 24 hours later I still had no response. I called back and was put on hold for 30 minutes. A woman came on the phone and I asked if she was a manager, she said no. I asked if I could speak with a manager and she said she was one. I informed her that I mailed the recording and wanted to get the 30 days free that was promised to me. She said that they did get the recording and it was clear that that is what was told to me, but that they still would not honor it because the lady did not put it in her documentation. She was extremely rude, using profanity and yelling at me, and finally said that if I would leave her the “f” alone that she would give me 10 days for free. Since I need my phone and because of the principal of the matter will not pay them for something that was promised to me, I took the offer and told her that I still expect the 30 days. I told her that I would be filing a complaint with the BBB, she called me an idiot and hung up on me. I can afford the $30 for my phone, but I cannot support a company that treats their customers as poorly as straight talk. I have spent around 10 hours on the phone with Straight Talk and I more than deserve the compensation that was promised to me. I would not have spent that much time on something if it wasn’t the complete truth. I have a family and a business to run, I don’t have the time for this. I will be switching my phone service, as well as my husbands and daughters. My parents, siblings and many of my friends will also be stopping theirs as well. I will also be spreading the word everywhere of the trouble that I have been through.
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