I purchased a pre-paid account which I discovered just over a week later had been charging more against the balance than I had used. I verified after checking my call history found on the device's call log. I contacted customer service who could not provide me a copy of the history but did identify a recent call to 611 which should be free had somehow been charged $1.00 and was credited back to the account. I shared this in no way solves my arguement concerning the $14.00 I could not account for which had been deducted from the balance. The rep appologized and suggested I keep a call log and check against their records when I find the web account balance differs from my calculations. I kept a log and each day I had to call due to overbilling.
For a little over a week I had no problem receiving credit to the account for the billing errors as I was told there was a glitch in the system which will be corrected causing the problem. Then on July 30 this changed as you will find in the copy of the report made to the PUC provided below.
Copy of complaint made to the Public Utilities Commission: I ported my business line to a cell informing the representative initially I wanted a prepaid account and would be changing to a plan within a month or two. The representative ported the number and all seemed fine until I discovered what was being charged against the prepaid service did not match my phone log. I was told a call history would not be provided to me because it was against the law. It was suggested I keep a log of my use and call daily to go over the details which I did.
For just over a week this worked and the overcharges were credited with no problem until July 30 when I spoke with a representative that said this could not be done and appologized for being given the wrong information that they should not have been discussing the histoy with me as it was illegal to do so. Although she was able to see it was determined a glitch in the system was causing the problem as noted earlier in the logs made during my previous calls to customer support she stood firm nothing could be done to prevent the over billing.
Also, it is rediculous I must spend the time to insure they are billing correctly which other representatives agreed and indicated I would receive compensation for once the problem was corrected. I invested the time to keep a log and communicate with them daily only because compensation was going to be given.
After investing many hours over a week I am now told all that was promised will not be honored.in closing, the other problem came to be when I asked to change to a plan as I indicated I would be. At that time I was informed my number could not be kept and if I changed to a plan this number would be in suspension for 90 days. This is not acceptable as it is on all my advertising which is why I shared in detail what my intentions were before porting the number to begin with. The expense to change advertising would be unacceptable.
I am now told I am locked into this prepaid account if I want to keep the number I have had since 2004. Please help. When I called for the address information as requested by this form I was told it is illegal to give it out and only could be provided with the address for the legal correspondence which I have provided.
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