I have been a nextel customer for years. I deceided I wanted to purchase a new phone as I had my other one for 2 years and it was not working as well anymore. I went online to see what kind of deal I could get and saw that I could get a phone for free due to my allowence credit. I purchased the phone online and had it sent to my Bill To address, where I get my monthly bills. After 2 weeks I didn't get the phone and called customer service on my phone. I was transferred to someplace overseas and explained the situation to the represenative who told me that it was returned back due to there was no apartment number included. I explained that I didn't know how that could be but advised that I would like them to reship the phone and confirm the address is correct. He stated that they cannot reorder the phone since it was back in the warehouse and I would have to do it myself. After fighting with him for about 1 minute I requested his supervisor. I spoke with the supervisor and he advised me that I would have to go online and order the phone myself again. I finally gave in with the supervisor on the phone with me & attempted to re-order the phone. When I tried to it had now stated I had to pay for the phone. I advised them of this and he said well"you pay now and get a refund later" in an accent I can barely understand. I told him NO I will not be doing that cuz when I purchased the phone it was FREE and that was the whole point. The supervisor stated there was nothing they could do for me. I told them to clear my account making sure my contract didn't renew and cancel the order and send me confirmation in writing. They agreed, however I never received anything. About 3 weeks later I went into a store to look at phones again and when I wanted to purchase one, they again told me I had to pay full price as I had just purchased one and wouldnt be available for a credit until October. I immediately went home and contacted customer service and explained my situation to 7 different people before someone told me that they can't help me because I have a corporate account. They transferred me there and while I was explaining my situation, the represenative was not listening to me at all and asking very stupid questions about the matter. I finally asked for a supervisor who I got who updated my account and put the ability of my credit back on the account and advised that if I called in they would give the credit towards a new phone. Finally, I thought it was resolved. I called the next day to purchase a phone and went through the process and paid. The next day I saw that they had debited me twice instead of once and had to call again and speak with 3 people before a credit was issued. All is fine I get the phone and call to activate it and its working fine. About 2 weeks after reciveing the phone I started getting text messages from Sprint stating that I am past due on my account and owe money, which was odd because I had paid last months bill and a month hadn't even passed yet. It wasn't due for about 5 more days, So I went online the next day just to check and figured I would make my payment now, when I saw a bill for $598.00. My monthly bill for two plans never goes over $124.00. I immediately got on the phone and got someone who actually took the time to research the account and found out that 2 new accounts had been added when I purchased this phone and they stated that I had usage on it. NO way! The person who sold me the phone screwed up big time and I was being held accountable. We finally got it straightened out and their accounting department removed everything, including the monthly portion that I owed, which I know they did it on accident because they really just don't know what they are doing. Its nice to know I can count on a company like this. After this contract, I AM DONE. Nextel used to be a great company and Sprint has damaged them. Beware when you are doing business with them and if you are purchasing a new phone, use a Visa Credit Card for protection. They don't know what they are doing and don't care because its not their money. Kudos goes to the one represenative who actually took the time to help me. At least you will know that 1 in 10 times you call you will get someone that actually cares.
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